Erros

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

1. Go to My Licenses page;
2. Expand your brand by clicking button "Manage";
3. Switch to section "Edit Plan" from left menu bar;
4. Check what plugins you have disabled for each website builder plan and enable some of them if needed.

This message can appear due to several problems. Please check the instructions below to determine and resolve the issue. If you are unable to resolve the issue, please contact customer support.

Common:

• FTP connection error
• FTP login issues
• \

cPanel:

• FTP login issues on cPanel
• cPanel FTP passive mode error

ISPmanager:

• FTP login issues on ispmanager

DirectAdmin:

• Error communicating with DirectAdmin server - login failed

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

• Your website builder session has expired. The session in website builder should never expire when you edit website. However, there are few cases when it can happen:
• someone else opened website 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 website 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 website builder window opened at one time.
• you left website 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 website builder from refreshing session.

Unfortunately, if session expires it means that all your changes made after last draft saving in website builder will be lost. To continue editing website in website builder, you need to open website 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 that scan all data by some criteria and can block request to server if needed.
  To fix this issue, contact your hosting provider (or website builder administrator) and tell about this problem.

If styles/images are not loaded:

1. If you have some custom files, except for files that are published from website 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.
2. 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.
3. Please open file ".htaccess" located in web root folder of your website. Delete (or comment) all the content (if any) between lines "#### PERSISTENT CONTENT ####" and "#### PERSISTENT CONTENT END ####". After that reload website in browser and check whether the problem was resolved.

Other reasons:

• Make sure that you are looking at the same version in website builder website and published website — i.e., maybe you see "Desktop" version in website 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 website builder).

The common reason for that is website domain renaming. Please refer to information described in the FAQ article "What if the main domain of published website is changed?".

The publication process consists of the following steps:

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

Sometimes, website builder gets stuck on step (2) (or takes much time - ~1-2 minutes) since connection to the end website can be problematic. In many cases, firewall on hosting server blocks website builder IP on port 80. Due to the following, connection hangs until timeout is reached and website builder tries different IP to connect. To avoid such problem make sure that website builder IP is whitelisted on port 80 in hosting server firewall.

If the main domain of published website is changed, the domain should also be updated in website builder to a new one. Otherwise, website 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 website 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 with old and new domain names. Our team will update domain in website builder and the website will become editable again.

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

The website is incorrect in website builder, while the published website is correct

Cloud If the website is incorrect in website builder while the published version is still correct, inform us about it by creating a ticket, and our team will restore the client's website in the editor from the published version.

On-Premises If the website is incorrect in website builder while the published version is still correct, please follow the instruction on how to restore the project from the published website.

Both website versions (in website builder and published) are incorrect

If the client published an incorrect website, the only way to restore the correct website version is to restore the account backup on the used hosting control panel (e.g., cPanel or Plesk).

• Cloud After restoring the correct published website version, inform us about it by creating a ticket, and our team will restore the website in the website builder.
• On-Premises Please provide us with FTP or any other access to published website files by creating a ticket so we can use them for website restoration in website builder.

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

Obvious reasons:

• Your license has expired.
  Fix: In this case you need to renew your license by making payment.
• Your license exceeds number of live websites.
  Fix: In this case you need to renew your license by choosing bigger package and making payment.

Other reasons:

• You had website manually blocked per statistics page or per Site.pro API. You can find out whether website is blocked by going to statistics page "Domains" tab and checking state of website from right (if it is blocked, you will see green button "Blocked") or by calling Site.pro API.
  Fix: In this case you can just make opposite action by unblocking website per statistics page by clicking green button "Blocked" or per Site.pro API if you need that website to work.
• The published website is hosted on IP address which is not added to your Site.pro account. License searching during validation is made by website IP address, and if IP address is missing in your Site.pro account, license is not found and website gets blocked. Note that after some time Site.pro service automatically adds missing IPs to your account and next time website validates 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 brand and then call instant website license re-validation.
• The website was migrated from one website builder to another (it can be even between different Site.pro accounts; for example, if customer is migrated from one hosting to another). If website was migrated from On-Premises to Cloud or from On-Premises to On-Premises, then published website will still have info about previous website builder it used and will keep calling it for license validation about error.
  Fix: Just open website in website builder and re-publish website so that it gets fresh website 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 website is working). To force website license re-validation, you need to take following steps:

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

This error usually appears if you install Site.pro plugin on your server, or if you do not have IP of your server added to the license.

You need to add and purchase Site.pro license on My Licenses page;

1. Navigate to My Licenses page;
2. Click next to "Servers' IPs" button on your brand;
3. Add IP address of your server where your plugin is installed.

When website domain is changed, it is no longer opened in website 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 was changed, website builder sees that website as new and offers you to choose template.

To get your website back and make it working under a new domain, please follow recommendations on this page.

If you get error "Can't find destination folder" during publication, it means that website 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 that you pass to website builder API when creating session for a customer. Parameter responsible for this error is uploadDir. Make sure that it has a value of relative directory on your hosting in respect to FTP account that you pass along with other parameters.

For example, if customer "A" on your server has web folder "/home/user_A/public_html" and FTP account (parameters "username", "password", "apiUrl") that you pass to website builder API points to directory "/home/user_A", then parameter "uploadDir" must have value "public_html".

When using pre-defined hosting panel (cPanel, Plesk, etc.):

Website 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, publication ends with error. In this case you may try to reset FTP account for customer on your hosting control panel. If this does not help, then create a ticket in support system and describe problem — our technicians will provide a solution.

These errors can occur during publication if nginx server is used for website builder. Usually, the reason is script timeout. Increase timeout for nginx script execution (parameter fastcgi_read_timeout), restart nginx server and check if error was resolved.

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

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

If you server is behind NAT, make sure that FTP passive mode is properly configured:

use extra option "MasqueradeAddress" (for ProFTPD) or "ForcePassiveIP" (for Pure-ftpd) and specify your external IP address.

• The problem may be caused by FTP server accepting only SSL connections. We can add your IP address to the list of exceptions, so that FTPS publication is applied. If you wish to proceed with this solution, please let us know by creating a ticket. Also, 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 help you to configure it. Alternatively, you can configure it in your brand in "Configuration" section.

The problem usually appears due to firewall on your server that blocks connections from website builder server on port 21.

For Cloud brand:

Allow connections from Site.pro IPs on your server on ports 21, 80 and all ports that you have configured for passive FTP connections.
Here is the example command to whitelist specific IP on the server:
iptables -I INPUT 1 -p tcp -s 18.196.241.217 -j ACCEPT
Note: the command can vary depending on firewall service you use on your server.

For everyone:

1. You may not have 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.

2. You may use a custom FTP port (not default 21). If so, you need to set up it on Site.pro. To do this, take the following steps:

1. go to licenses page;
2. click button "Manage" to open the brand;
3. switch to section "Configuration";
4. scroll down and find the setting "Custom FTP port";
5. enter your custom port and click button "Apply" in the bottom of the dialog;
6. open website builder again from your hosting panel and check whether publication started working.

Existem duas razões para o site ser redefinido:

[RAZÃO 1] Você acidentalmente pressionou o botão "Redefinir" ou "Alterar modelo". Verifique se você possui backups manuais ou automáticos ativados. Passe o cursor sobre o ícone "Publicar" e você verá a opção "Backup / Restaurar";

[RAZÃO 2] Você fechou o criador de sites sem pressionar “Salvar rascunho” depois de criar um site. Certifique-se sempre de salvar o site antes de fechar a guia do navegador. Também aconselhamos a fazer backups do site regularmente.

Para resolver este problema, siga os passos abaixo:

1. Abra o criador no navegador Chrome ou Firefox;
2. Abra as ferramentas de desenvolvedor no navegador (tecla F12);
3. Mudar para a aba "Rede";
4. Clique no botão "Salvar" no criador;
5. Clique na linha da solicitação que aparecer (deve começar com "?sess=");
6. Mudar para a aba "Resposta";
7. Copie o texto exibido nesta aba;
8. Crie um ticket no site.pro para nos informar sobre "erro ao carregar a página" e cole o texto copiado. Nossos desenvolvedores consertarão esse problema.

In rare cases the publication of website can take a lot of time and end with error "Operation timeout, 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 disturbed publication process and it just stopped in the background, leaving the client to wait without any progress.

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

To fix the problem you may try the following:

Only for On-Premises website builder:

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

For Cloud and On-Premises website builder:

• (only for website 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 more than 100 pages, 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 website builder with time. Remove all unused pages and try to publish website again.

• 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 increasing limit number of FTP connection retries in website builder configuration:
• Open file "config.json" located in website builder base folder
• Add parameter "ftpConnectionRetriesAllowed" (or edit if it already exists), e.g.,:
  "ftpConnectionRetriesAllowed": 20,
• Save "config.json" file

Open website builder again and re-publish website to check if the error was resolved.

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

When using "Custom (API)" method:
If you use API in order to open website 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" that 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" that you pass among parameters list in API call (if it is resolved).
• by outgoing (external) IP address of server that calls website builder API;

If at least one of these cases matches IP(s) in your Site.pro license(s), then the license is considered validated and API returns a valid URL to website builder. Otherwise, the error "License is required" appears.
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:

1. Navigate to "My Licenses" page;
2. Open On-Premises brand;
3. Click "Apply" button.

If this action results in error, it means that license synchronization failed and cannot be synchronized with your website builder. If the following did not help to resolve the error message, create ticket in support system and describe this problem.