FAQ

If you get error "Can't find destination folder" during publication then it means that builder could not find folder on your hosting where to publish website files.

When using "Custom (API)" method:
To fix this error you need to review parameters which you pass to builder API when creating session for a customer. The parameter which is responsible for this error is uploadDir. Make sure that it has a value of relative directory on your hosting in respect to FTP account which you pass along with other parameters.
For example if the customer "A" on your server has web folder "/home/user_A/public_html" and FTP account (parameters "username", "password", "apiUrl") which you pass to builder API points to directory "/home/user_A" then the parameter "uploadDir" must have value "public_html".

When using pre-defined hosting panel (cPanel, Plesk, etc.):
The builder plugin on hosting control panel should automatically detect FTP account and customer's web folder where to publish website. However in rare cases API of hosting panels can return wrong FTP folder and as a result the publication ends with the error. In this case you may try to reset FTP account for the customer on your hosting control panel. If this does not help then open a ticket in support system and describe the problem - our technicians will suggest the solution individually.

In rare cases the publication of website can take a lot of time and end with error "Operation timedout, try again later" (in this case publication may take up to 2 hours). Unfortunately this error does not provide any details, but the sure thing is that something broke publication process and it just stopped in a background leaving the client to wait without any progress.

Click Preview button in builder and check if website is previewed properly. If it ends with an error, then contact us in support by creating a ticket and specify the error you see. If the preview is loaded properly, then most probably the problem occurs due to lack of RAM on server which is dedicated for PHP processes for builder (parameter "memory_limit"). Note that, despite the fact the recommended value for builder installation is 256M, sometimes it may not be enough.

To fix the problem you may try the following:

Only for On-Premises builder:

• Add config "noShutdownFuncFork": true, into builder configurational file "config.json". With this config builder will use different method for website generation which requires much less memory.
• If (1) did not help, then increase limit of memory dedicated for PHP (parameter "memory_limit"). Unfortunately it is not known what value the parameter must be increased to, because it primarily depends on pages count of published website. Roughly speaking, for ~100 pages of website the value must be not less than 256M.
  
• Update builder to the latest version and check publication after that.

• (only for builder v3) The combination of many pages on website (more than 100) and enabled Auto Layout option may require much more RAM for website generation during publication. If there are much more pages than 100 then we recommend you to turn off option "Auto Layout" and use 4 standard methods (Wide, Desktop, Tablet, Phone).
  
• During long website creation/maintenance there can be many unneeded (outdated) pages left in builder with time. Remove all unused pages and try to publish website again.

All published websites require active license on Site.pro. Each published website periodically makes request to Site.pro service (or On-Premises builder) to validate the license. When the license validation fails, then the website is blocked and message "Website is temporary unavailable" appears. Below are specified common reasons why it happens.

• Your license has expired.
  Fix: In this case you need to extend your license by making a payment.
• Your license exceeds live websites count.
  Fix: In this case you need to extend your license by choosing a bigger package and making a payment.
Other reasons:
• You had the website manually blocked per statistics page or per Site.pro API. You can find out whether the website is blocked by going on Statistics page "Domains" tab and checking the state of the website from the right (for blocked state it will show green button "Blocked") or by calling Site.pro API.
  Fix: In this case you may just make opposite action by unblocking the website per statistics page by clicking green button "Blocked" or per Site.pro API if you need that website working.
• The published website is hosted on IP address which is not added on your Site.pro account. The license searching during validation is made by website IP address, and if the IP address is missing in your Site.pro account then the license is not found and the website gets blocked. Note that after some time Site.pro service automatically adds missing IPs into your account and after the website next time validates the license it will start working.
  Fix: To fix this issue instantly, you need to add website IP address manually to your Site.pro account into the brand and then call instant website license re-validation.
• The website was migrated from one builder to another (it can be even among different Site.pro accounts, for example if the customer is migrated from one hosting to another). If the website was migrated from On-Premises to Cloud or from On-Premises to On-Premises, then in this case the published website will still has info about previous builder it used and will keep calling it for license validation what is wrong.
  Fix: Just open website in builder and re-publish the website so that it gets fresh builder info. After that call instant website license re-validation

Instant website license re-validation:

Usually published website makes license validation request once per day (or rarer if the website is working). To force website license re-validation you need to take the following steps:

• remove file "data.json" from published website located in folder "sitepro";
• open website in a new browser session (e.g. in incognito tab).

• Passive mode for FTP is not enabled on your server or too few passive FTP ports are opened. Please enable it and try again. Make sure that all used passive FTP ports are white listed in server firewall.
• Make sure that there is enough simultaneous FTP connections from one IP allowed on server.


For On-Premises brand only:

• To fix issue you can try to increase limit number of FTP connection retries in builder configuration:
  • Open file "config.json" located in builder base folder
  • Add parameter "ftpConnectionRetriesAllowed" (or edit if it already exists), e.g:
    "ftpConnectionRetriesAllowed": 20,
  • Save "config.json" file

Open builder again and re-publish website to check if the error is gone.

To solve this problem please take the following steps:

• Open builder in Chrome or Firefox browser;
• Open developer tools in browser (key F12);
• Switch to "Network" tab;
• Click on "Save" button in builder;
• Click on appeared request line (it should begin with "?sess=");
• Switch to "Response" tab;
• Copy text you see in this tab;
• Create ticket on site.pro and tell us about "error loading page" and paste copied text. Our developers will fix this problem;
• Thank you and excuse us for inconvenience.

One of the reasons of this error can be the fact that one of your customers (or more) are using dedicated IP for his account which is not listed among your license(s). You need to add such IP(s) to the license as well or move such customers to a shared hosting IP.

When using "Custom (API)" method:
If you use API in order to open builder then this error is usually caused by the fact that the license cannot be detected by parameters of API call. The license is searched by 3 different IPs in specified order:

• by FTP host parameter "apiUrl" which you pass among parameters list in API call (only if the parameter "apiUrl" has format of IP address and not of a domain);
• by IP address of parameter "domain" which you pass among parameters list in API call (if it is resolved).
• by outgoing (external) IP address of server which calls builder API;

If at least one of these cases match IP(s) in your Site.pro license(s) then the license is considered validated and API returns a valid URL to builder. Otherwise the error "License is required" is thrown.
So to fix this issue just make sure that during API call in your case the IP of one of specified 3 cases matches IP(s) in your license.

For On-Premises brand only:
Go to Site.pro licenses page, open On-Premises brand and click "Apply" button. If this action results in error then it means that license synchronization fails and cannot be synchronized with your builder. If error message do not help to fix this issue by yourself then create ticket in support system and describe this problem.

This error is usually thrown in the case if you install Site.pro plugin on your server but either:

• do not have Site.pro license - you need to add and purchase Site.pro license on "My Licenses" page;
• do not have IP of your server added into the license - go to "My Licenses" page and to your brand add IP address of your server where you have plugin installed.

The problem usually occurs due to firewall on your server which blocks connections from builder server on port 21.

For Cloud brand:
Allow connections from the following IPs on your server on ports 21, 80 and all ports which you have configured for passive FTP connections:
- 3.123.96.42
- 185.25.50.34
- 18.196.241.217
- 104.196.132.63
- 104.199.204.141
- 188.225.9.184
- 52.67.222.115
All these IPs can be used for builder opening.
To allow IPs in firewall please execute the following command:
iptables -I INPUT 1 -p tcp -s 3.123.96.42,185.25.50.34,18.196.241.217,104.196.132.63,104.199.204.141,188.225.9.184,52.67.222.115 -j ACCEPT
Note: the command can vary depending on firewall service you use on your server.

For everyone:
Another possible reason for this issue can be in the fact that you do not have any FTP service running on your hosting server. This can be checked by running service status:
service proftpd status
service pure-ftpd status
If none of them return active (green) status then you need to enable the one which you have on your server installed.
Note: On Cpanel server you can enable FTP service per WHM "FTP Server Selection" menu.

• The problem may be caused by FTP server accepting only SSL connections.
  Only for Cloud brand:
  We can add your IP address to the exception list so that FTPS publication is applied. If you agree, please, let us know by creating ticket. As a temporary solution you can disable forced SSL connections on your server.
• The problem may be caused by FTP server using custom port (not the default one - 21).
  In this case contact us in the ticket and specify port used by your FTP server. We will configure it for your builder. Alternatively, you can configure it in your brand in "Configuration" section.

Builder requires FTP passive mode enabled on your server to be able to publish websites.

If you have one or more plugins disabled in builder toolbar (e.g. Commerce or other) then there can be 2 reasons for this:

• you have this plugin disabled per plans configuration. To check this:
  • open Site.pro licenses page
  • click on your brand to open it
  • to go item "Edit Plans"
  • check what plugins you have disabled for each builder plan and consider enabling some of them if needed.
• you specified wrong hosting plan names in field "Relate with these hosting plans" and as a result the wrong builder plan is loaded for the customer. In this case check real hosting plan names from your end and fix their values on Site.pro if needed.

If the client ruined his website only in site builder whereas the published version is still correct, then inform us about it in the ticket and our team will restore client's website in the editor from published version.

If the client published ruined website to hosting, then the only way to restore the correct website version - is to restore account backup on used hosting control panel (cPanel, Plesk, etc..). After you get correct published website version then inform us about it in the ticket and our team will restore website in the editor.

For On-Premises brand only:
Provide us FTP or any other access to published website files, so that we could use them for website restoring in builder.

If error "Server error (403)" is thrown during saving draft/publishing or other actions in builder then it can happen due to the following reasons:

• Your builder session has expired. The session in builder should never expire when you edit website. However there are few cases when it can happen:
  • someone else opened builder with your website from your account of hosting control panel. This action leads to your session expiration and new session establishing for another person.
  • you opened builder one more time for the same website in another browser or in incognito window. This action leads to session expiration of first window and new session establishing for new window. To avoid this in the future we recommend you to have only one builder window opened at one time.
  • you left builder window opened for a long time and your computer went to sleep or darkened screen. This can lead to limited browser activity for opened windows and prevent builder from refreshing session.

Unfortunately if session expires it means that all your changes made after last draft saving in builder will be lost. To continue editing website in builder you need to open builder again from hosting control panel.

• (Only for On-Premises brand) Builder is facing temporary server problems. During saving draft/publishing website a big set of data is sent to server. Sometimes servers can have some active POST filters which scans all data by some criteria(s) and can block request to server if needed.
  To fix this issue contact your hosting provider (or site builder administrator) and tell about this problem.

These errors can be thrown during publication if nginx server is used for builder. Usually the reason of them is script timeout. Increase timeout for nginx script execution (parameter fastcgi_read_timeout), restart nginx server and check if error is gone.

If nginx server is used as proxy server for Apache then increasing these parameters in nginx configuration may help to solve the problem:
proxy_connect_timeout, proxy_send_timeout, proxy_read_timeout, send_timeout

The publication process consists of the following steps:

• Builder generates final site files and tries to publish only those which were modified after previous publication.
• After publication of changes builder tries to call script on published site and check in this way whether all required site files exist on the hosting.
• If (2) ends with "false" response (that is eventually not all files exist on hosting) then builder re-publishes all site files.

Sometimes builder stuck on step (2) (or takes much time — 1-2 minutes) since connection to the end site can be problematic. Sometimes firewall on hosting server blocks builder IP on port 80. Due to this connection hangs until timeout is reached and builder tries different IP to connect.
To avoid such problem make sure that builder IP is white listed on port 80 in hosting server firewall.

The common reason for that - is website domain renaming. Please check more information here.

When website domain is changed then it is no longer opened in site builder. Most probably you will see initial page offering you to choose template. This happens due to the fact that website identification is made by website domain. If it is changed then site builder sees that website as new and offers you to choose template.
To get back your website and make it working under a new domain please follow recommendations from this page.

If styles/images are not loaded:

• If you have some custom files except files which are published from builder in your hosting web root folder then make sure that your files do not intersect with generated files. The intersection can be caused by equal file names in web root folder and "sitepro" folder. For example the website may not work properly if both files exist: [web-root]/js/main.js and [web-root]/sitepro/js/main.js. In this case you need to rename or move to another folder all equal files like [web-root]/js/main.js.
  The same issue can appear with folders. For example if you have a page on website with URL "Contacts" (http://mywebsite.com/Contacts/) then the page will not work if you also have folder "Contacts" in website root folder.
• If website is running on Apache server then make sure that Apache module "mod_rewrite" is enabled for website host. Without this module website may look completely messed up — with no images and styles loaded.
• Please open file ".htaccess" located in web root folder of your website. Delete (or comment) all the content (if there is one) between lines "#### PERSISTENT CONTENT ####" and "#### PERSISTENT CONTENT END ####". After that reload website in browser and check whether the problem has gone.

If Auto Layout enabled:
Auto Layout is an option which tries to create a responsive website (adapt it to any device) from built website, using only one version as a source (Wide, Desktop, Tablet or Phone). However Auto Layout option requires a logical and understandable website structure to be able to convert it as correctly as possible. If it does not then the final website may look incorrectly or differently from built website in builder.

• You should avoid overlapping one element with another in builder. This structure is not supported by Auto Layout and it will put these elements on final website one next to another.<
• Sometimes the website may look properly in builder but on final website (when previewing or published) some part of website may be shifted a lot to left or right side. Usually this problem is related to the fact that there is some unwanted element left on the page which you do not need, but it cannot be seen because of negative offsets setup to that element. In order to find such element try zooming out builder in browser (Ctrl + "-") until you start seeing that element. Once you find it delete an element. Revert back browser zooming and try previewing the website to see if the problem is fixed.

Other reasons:

• Make sure that you are looking at the same version in site builder website and published website — that is maybe you see "Desktop" version in builder and "Wide" version in published website. Try resizing browser window with published website to see how it is changed (if other modes are enabled in builder).

If the main domain of published website is changed then the domain should also be updated in builder to a new one. Otherwise builder will see the new domain as a new website and will offer to choose new template instead of loading an existing website.

To change the domain in builder take the steps below depending on your brand type:

For Cloud brand:
Contact us in support system by creating new ticket and provide us old and new domain names. Our team will update domain in site builder and the website will become editable again.

For On-Premises brand:
Use builder API to rename website in your site builder installation.