FAQ

If you migrate one or more websites/accounts to another server then some changes might be needed in builder for a successful migration.
There can be some cases when actions might be required. Note. Use these recommendations only if domains of websites are not changed.

1. Website/account is moved from one server to another where both servers use the same builder brands. In this case no actions are required.

2. Website/account is moved from one server to another and servers use different builder brands. In this case action is required before website migration. Note that it does not depend on who belongs server where website is about to be migrated - whether it belongs to you or to another hosting company. You will need to migrate website from old builder (used on old server) to new builder (used on new server):
1) Open builder for migrating website on old Hosting Panel. Hover on Publish icon and press "Backup/Restore" item;
2) Download backup;
3) Migrate website/account;
3) Open builder for migrated website on new Hosting Panel. Select Backup/Restore, restore it;
4) Publish the website.
Note that server where website was migrated also must be licensed on Site.pro (must have license with new server IP).

Mass website/account migration
If you want to migrate many websites from one server to another at once and servers use different builder brands then please contact us in tickets and we will give you instructions.

Documentation page — https://site.pro/docs/plugins/

Documentation page — https://site.pro/docs/builder/

1. Client accidentally pressed "Reset" or "Change template" button. Check if your client has manual or automatic (available for enterprise) backup enabled;
2. Client closed website builder without pressing "Save draft" after creating a website;

1. Make sure you are viewing the same site version (Wide, Desktop, Tablet, Phone) both in builder and on published website;
2. Clear Internet browser cache.

The Site.pro website builder accessible only via your Hosting Panel or Site.pro account.

The reason is that the user migrated to another account in hosting panel and the username was changed. The builder thinks it is a different user and doesn't open the builder. In this case inform us and we will update the user in our system.

1. 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.
2. Make sure that there is enough simultaneous FTP connections from one IP allowed on server.

For On-Premises brand only:
3. 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.

Check values of PHP parameters "post_max_size" and "upload_max_filesize". Recommended values are 128M for both. If they are less, uploading images/files to builder may not work properly. Increase them (Apache server restart will be needed) and try to upload an image/file again.

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

For Cloud brand owners:
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 -A INPUT -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.

Check if you added "dot" at the end of builder domain in DNS record (it has to be not "builder.domain.com" but "builder.domain.com."). If you added it correctly try to wait for some time for a domain to propagate over the internet, it may take several hours.

This may be caused by FTP server which accepts 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.

Please try to enable PHP extension "exif" and try to upload .png image again.

After license upgrade, Site.pro badge is still displayed on websites. Your logo is starting to be displayed only on newly created websites.

Choose the old one first and write to support@site.pro or create a ticket to migrate your clients to a new server.

If you want to have website builder and mail server on the same domain, you need to add MX records to that domain (pointing to your mail server IP address).

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:

1. 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);
2. by IP address of parameter "domain" which you pass among parameters list in API call (if it is resolved).
3. 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.

If you want to run builder domain under HTTPS protocol you need to do the following steps:

For Cloud brand:
Create a ticket and inform us that you want to have builder domain running with https protocol. We connect Let's Encrypt free SSL certificates for Premium-brand owners. If you have your own certificate files then attach them to the ticket with a ZIP file.
Please note, that Free SSL can be enabled for customers who have Trusted Partner status.

For On-Premises brand:
1. Open your On-Premises brand and change builder domain by adding "https://" at the beginning of it (e.x. "builder.yourdomain.com" -> "https://builder.yourdomain.com")
2. Open file "config.json" in your builder web root directory and update parameter "siteProApiUrl" by changing "http://" part to "https://"
3. Go to Site.pro licenses page, open On-Premises brand and click "Apply" button.

Subdomain should be created in the hosting panel, then your clients will have access to the builder for a new subdomain via their hosting panel.

Possibly the license synchronization with your builder fails when you click "Save" button in the license.
To fix this problem use these methods:
Method 1:
Check whether PHP parameter "allow_url_fopen" is ON in builder hosting PHP configuration.
1. Set this parameter to ON and restart server.
2. Save On-Premises brand and check if builder logo appeared (we recommend to check logo in new builder session, for example in another browser).
Method 2:
Check if API username and password which you entered during builder installation are correct.
1. Open builder file "config.json" located in builder web root folder.
2. Locate parameters "apiUsername" and "apiPassword".
3. Make sure they are the same as specified in On-Premises brand.
4. Fix them if needed (if password in the license contains symbols "/" please replace it with "\/" in "config.json" file) and save the file.
5. Save On-Premises brand and check if builder logo appeared.
Method 3:
Check if firewall of your builder server does not block site.pro server.
We recommend to white-list site.pro IPs from which license synchronization can be made:
- 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
Method 4:
If method 1 and method 2 did not solve the problem:
1. Open file ".htaccess" located in builder web root folder.
2. Comment line below:
RewriteRule ^(.*)$ index.php [L,QSA]
3. Uncomment line:
#RewriteRule ^(.*)$ index.php?HTTP_AUTHORIZATION=%{HTTP:Authorization} [L,QSA]
4. Save file.
5. Open file "config.json".
6. Add parameter "keepHtaccess": true somewhere in the middle and save the file.
7. Save On-Premises brand and check if builder logo appeared.

Builder requires FTP passive mode enabled on your server to be able to publish websites.
If you server is behind NAT then 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.

To solve this problem please take the following steps:
1. Open builder in Chrome or Firefox browser
2. Open developer tools in browser (key F12)
3. Switch to "Network" tab
4. Click on "Save" button in builder
5. Click on appeared request line (it should begin with "?sess=")
6. Switch to "Response" tab
7. Copy text you see in this tab
8. Create ticket on site.pro and tell us about "server error" and paste copied text. Our developers will fix this problem.
9. Thank you and excuse us for inconvenience.

To solve this problem please take the following steps:
1. Open builder in Chrome or Firefox browser
2. Open developer tools in browser (key F12)
3. Switch to "Network" tab
4. Click on "Save" button in builder
5. Click on appeared request line (it should begin with "?sess=")
6. Switch to "Response" tab
7. Copy text you see in this tab
8. Create ticket on site.pro and tell us about "error loading page" and paste copied text. Our developers will fix this problem.
9. Thank you and excuse us for inconvenience.

In order to fix this problem just create API key from Google by going to this link https://developers.google.com/fonts/docs/developer_api and put key in file "config.json" located in builder web root folder - you need to set it to parameter "googleFontsApiKey".

Note. Most probably Google Maps widget also does not work in your builder. To make it working do the same as for Google Fonts but use this link for key creation https://developers.google.com/maps/documentation/javascript/get-api-key and parameter "googleMapsApiKey" in file "config.json".

The problem may occur when you are using field Form will be sent from this Email in form configuration in builder. For example you use address in this field example@mysite.com. Then mails may not be received on your email account due to the fact that domain mysite.com does not have DNS record of type SPF (for more details please see https://en.wikipedia.org/wiki/Sender_Policy_Framework). Due to this mails can be blocked by mail servers. If you are an owner of domain "mysite.com" you need to add SPF record in DNS configuration of your domain.

When you do not have field "Form will be sent from this Email" filled in then the address no-reply@mysite.com is used (where "mysite.com" is replaced with your website domain name). In this case the reason of not receiving mails is the same as described above.

The problem occurs due to the fact that different devices and different browsers can render text a little differently what can have impact on text height (and as a result - text overlapping each other). To fix this problem you can follow these recommendations:
1. Do not use 0 value for Line height option for fonts in Styles menu. Here "0" means "normal" and it can be interpreted differently on different devices and browsers. Set some value which would be similar as it was with "0" (e.g. if you use font size "16" then line height can be around "19-20" what would make text look more or less the same as with value "0").
2. Do not forget to set style to text in Text widget. Double-click to edit text, select some text and look at what is chosen at left dropdown of text editor. It there is "Style" - it means that no style is set for selected text. Due to this any font can be used on published website depending on device and browser.
3. Avoid creating very huge Text widgets (containing a lot of text). If you have one just try to separate it to multiple Text widgets. Despite the fact that you did recommendation (1) and (2) some devices and browsers can continue render text a little differently. Most probably you will not see any difference in small texts but when there are huge text blocks on site the problem can occur.
4. Use Google fonts which are supported on majority of devices. Some default fonts may not be supported on different devices. They automatically replace font with a different one when you view site (it can be very similar) which can also contain small difference.

If you migrate your clients to another server and IP of new server changes then you need to update IP in your license on Site.pro licenses page from old value to new value after migration. The plugin re-installation or other actions are not needed.

Note for On-Premises Brand: The IP update on licenses page is needed only if you migrate hosting server with clients. In case if only builder server is moved then no actions are needed at all. There is no need in having IP for builder server on licenses page if that server is used only as builder and not as hosting server with clients.

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:

1. 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.

2. (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

For Cloud brand: Unfortunately the limit of restorable backup files cannot be changed if you use premium brand. For backup file restoration which exceeds builder limit please create ticket on tickets page and specify us website domain and external link to backup file which you want to restore. Our team will restore it and we will notify you.

For On-Premises brand: The builder limit parameter directly depends on PHP parameters post_max_size and upload_max_filesize on server where builder is installed. So the limit is a smaller value of these 2 parameters. Just update values of these parameters in PHP settings and the limit in builder will automatically change.

Most probably you installed site builder plugin on your hosting panel before you set plugin icon and title in your brand on Site.pro licenses page. In order to update icon and title on your hosting panel just make plugin re-installation by instruction which you can find on this page.

When you get this error when sending mail from your site then it usually means one of these:

• SMTP data is incorrect (double-check username and password, make sure that you specified correct host and port).
• Firewall on your hosting server blocks outgoing connections from specified SMTP host and/or port. Contact your hosting support and describe this problem to fix the issue.
• Specified SMTP host (in case if it is a domain — not IP) is not resolved on your hosting server or resolved to a wrong IP address. Contact your hosting support and describe this problem to fix the issue.

For more details on this issue please refer this page.

The publication process consists of the following steps:

1. Builder generates final site files and tries to publish only those which were modified after previous publication.
2. 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.
3. 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.

Why the restriction exists:
1. Hosting companies are asking us to protect them from losing customers, as people can switch to a cheaper hosting provider after a website is created. But when websites stop working (on another provider) customer usually returns back to the old provider;
2. This model fits all servers network architectures;
3. There is no other way to control the number of websites as hosting providers constantly migrate among servers.

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 instruction below.

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.

Only for Cloud brand:
If you want to migrate to another cloud builder server (e.g. from EU to US) then create new ticket in support system and tell us about migration. In the ticket please specify us cloud builder server you want to migrate to. We will provide you with further instructions.

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.

The publication process is the process which starts when the client presses button "Publish" in builder toolbar. The process can be divided into several parts which are executed one after another in specified order:

1. saving draft — this step saves website draft — the same action which is triggered when pressing button "Save Draft". This step takes <1 second; when it completes the state "preparing..." is displayed
2. website generation — during this step builder generates final website files which will be published to client's hosting. They consist mostly of .php, .js, .css and different media files. During this step the state "building website..." is displayed.
3. connection to hosting FTP server — this is the 1st step of deploying part. The builder tries to establish FTP connection with hosting server where it will publish website. The connection is made with 3 different IPs in specified order until it finally connects (when it connects with some of them it does not try the rest):
   1. IP address which was passed by hosting control panel API to builder plugin when builder was opened (in case if "Custom (API)" is used then it is defined by parameter "apiUrl");
   2. IP address of domain which was opened (in case if "Custom (API)" is used then it is defined by parameter "baseDomain" [or "domain" if "baseDomain" is not provided]);
   3. remote IP address of server which made API call to builder during opening;
   During this step the state "connecting..." is displayed.
4. logging to hosting FTP account — this is the 2nd step of deploying part. After successful connection to FTP server builder tries to log in with username and password of FTP account. Builder gets FTP data from builder plugin on hosting control panel (API) (in case if "Custom (API)" is used then FTP details are defined by parameters "username" and "password").
5. files uploading — this is the 3rd step of deploying part. During this step website files are uploaded to hosting. Note that only changed files are uploaded from last publication. This is usually the longest part. It can take from few seconds to few minutes (depending on website size and connection speed between builder and hosting servers).
6. verification — this is the 4th step of deploying part. After successfully uploaded website files (only changed) to hosting then builder makes verification whose purpose is to check if all required website files are on hosting and they are all correct. During this step builder connects to website hosting on port 80 or 443. The connection is made also with different IPs in the same order and same IPs as during builder connection to FTP server with one difference — firstly it tries IP address which could successful establish connection to FTP server. During this step the state "verifying..." is displayed.
7. files re-uploading (full) (optional) — this step is taken only in the case if verification returned negative result, that is some website file on hosting was removed or changed since last publication. During files re-uploading the connection to FTP is made again as described in step (3). When the uploading ends then no second verification is made.

Note that practically all these steps are executed quite quickly and usually client does not see them all in publication process bar.

Builder plugin is a module for hosting control panel (cPanel, Plesk, etc.) which is installed on panel and displayed for end clients as an extra button among other buttons. The builder button can be customized with your own icon and title.

The builder plugin works as a gateway from panel to site builder. Plugin purpose is to retrieve all required information of client account from hosting control panel (using internal API) and pass it to site builder. The required information includes:

• client's FTP account data (username and password)
• client's hosting IP address (which is used as FTP host in builder during publication)
• client's domain
• client's account package (if supported by panel).

After plugin collects information it calls builder via API and pass information for it. Builder checks the license of your hosting server and determines whether to let you in or not. If the license is verified then builder API returns URL otherwise it returns error message. In case if plugin gets URL from builder it redirects the client by this URL to builder where client can construct his website. If the license verification fails then builder returns error message "License is required" meaning that the license could not be detected by API call and provided parameters (check how to fix this error).

The communication between builder plugin and builder is made via HTTP port 80 or 443 depending what protocol builder uses. In case if you use Cloud builder then 443 port is always used. If you use On-Premises builder then it depends on what protocol your builder is running on.

When the client opens builder for the first time then builder suggests to choose a template first before starting constructing website. During website construction all website data is saved in special ".dat" files in builder storage and all media files which client uploads are also stored in builder. Note that during website construction in builder no changes are made on client's hosting. Changes are applied only when client presses button "Publish" in builder toolbar — then builder generates real website files (consisting of .php, .js, .css and other files) and publishes them to client's hosting via FTP connection (see how publication works in more details).
When the client next time opens builder then builder finds his ".dat" files and loads them instead of offering to choose template anew. Note that when client opens builder then builder does not download client's current website files from hosting — builder has all website data in his own storage.

The identification of website in builder is made only by domain. It means that the client can have multiple websites in his account (addon domains, sub-domains) and construct websites in builder separately for all of them. If client's domain is renamed further then it also must be renamed in builder separately. Otherwise the client will be offered to choose template anew as if the website was opened for the first time.

If you have your own hosting control system for your customers and do not use predefined hosting control panel which we support then you can also use site builder by implementing your own plugin using builder API method to create session.

Site.pro builder Store module supports mail notifications. Mail notifications can be sent both for the merchant and for the customer. There are 2 cases when notifications are sent: when the order is submitted and when the payment for order is received.

In order to configure mail notifications for yourself (merchant) add email address in builder Store properties → Settings tab → Contact Form block. Click "pencil" icon in contact form block and switch to "E-mail settings" tab. Type your email address in field "Form will be sent to this E-mail" where you want to receive mail notifications. You can also configure SMTP options in the "SMTP" tab.

Customers will get mail notifications to email address which they enter in Billing Information block. Note that Billing and shipping blocks can be disabled for customers in Store Cart module. To check if it is not disabled ensure that the option "Require Billing/Shipping Information" is enabled in Store Cart module.

Why do I not receive mail notifications even after adding email address in Store configuration?
Despite you added email address in "Contact Form" block settings there can be cases when mail notifications are not delivered. The usual reason for that is the absence of SPF record of your website domain. Please check this page for more details about this problem.

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

1. 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.
2. 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.

All orders are saved in published website in one of the data file. The only reason of missing orders may be related to file deletion (possibly you deleted website files and then re-published website).

The older file having all orders may be returned by restoring published website backup from hosting control panel of earlier version. After restoring the client should check in builder if earlier orders appeared. However note that website backup restoring on hosting will restore the whole earlier website version. So to make it up-to-date again just re-publish website in builder (builder will have up-to-date version). The re-publication will not delete restored orders.

If you see this message on published website then it means that your used API key lacks some requirements on Google console account. In order to see details of the problem open Developer console in browser on your website page with Google map (usually key F12) and switch to tab "Console". There you should see red error message from Google with problem details. Follow specified recommendations to fix the problem.

It means that we have no answer from the payment system yet. There could be no funds on your PayPal/Card or payment system is temporary not working. When the billing system charges you successfully - license starts working automatically.

Some advanced brand features are available with Trusted Partner status only.
You have 2 options (select one of them) to unlock these features:
Option #1:
1. Upgrade to 1000 live websites package for 190€/month (or to bigger packages).
Option #2:
2.1 Pass the Trusted partner validation on your license page by filling in the form;
2.2. Make a payment for at least 300€ (or equivalent amount in your currency).

• Unpublished websites;
• Offline websites (websites with fatal errors, without DNS records, etc.);
• Websites which were replaced with another website (built using a different software).

• fits all Hosting provider server architectures and allows you install the product everywhere;
• makes reselling easier and more profitable;
• makes calculation clearer in terms of real profit.

During builder installation parameters "API username" and/or "API password" were set incorrectly. They are saved in file "config.json" in builder root directory - parameters "apiUsername" and "apiPassword". Values of parameters are located within your On-Premises brand. Please fix them (you should change all "/" to "\/" in "apiPassword")

The problem with Google Maps usually appears because you did not insert your API key into builder installation. To insert your API key please take the following steps:

• Create your API key in Google console here
• Enable the following APIs for your key:
  • Maps Elevation API
  • Maps JavaScript API
  • Places API
  • Geocoding API
• Add the value of your API key into Site.pro configuration:
  • open licenses page
  • expand your On-Premises brand
  • click on Maps API link
  • add your API key into field API Key of block Google Maps
  • click Apply button in Maps API dialog and Apply button in Brand dialog

Make sure that your used Google Maps API key in builder installation is authorized and not restricted to use for your builder domain. You may also try to use another API key to check if this solves the problem.

Please check this page for more details.

1. If you are running builder under Apache server then most probably .htaccess in builder is not working. Check if apache module "mod_rewrite" is turned on.
In case you are using nginx server then you need to additionally configure builder: https://site.pro/docs/builder/5719/#requirements/nginx.

2. Make sure that builder domain is resolved to a correct IP address on your builder server.

3. Make sure that you have correct value for API URL defined by parameter siteProApiUrl in builder configurational file ("config.json") located in builder installation root folder.

1. Builder cannot be accessed directly by URL, for example: http://builder.mysite.com. It can be opened only via public demo URL (which you can find you your brand) or via builder plugin installed on hosting panel.

2. If in case of error URL of page contains part similar to "?login_hash=a1b2c3..." then it means that you have wrong builder plugin installed on your hosting or you installed it before builder installation. You need to delete it and install plugin anew using plugin installation guide link from On-Premises brand.

Please check builder files owner and group. If you extracted builder archive from SSH terminal being logged in as root then you need to chown files to a correct user and group.

If the problem occurred right after builder installation or update then the reason may be in:

1. improper builder version used during installation/update (there are two versions - for PHP 5.6 or lower and for PHP 7 or higher). To fix this problem make builder manual update. Please find instruction on your On-Premises brand page ("Builder installation guide" -> "Update" section).

2. improper builder archive extraction - possibly not all files were successfully extracted what leaded to builder crash.
To fix this problem make builder manual update.

3. file ".htaccess" located in builder web root directory. Possibly some directives (like "Options" or "DirectoryIndex") are not allowed by your hosting and it ends with error 500. Make sure that hosting settings let to use/overwrite these options.

4. other reason which can be logged in file "error_log" in web root folder of builder. Please check if this file exists and that the new output is written once you get error 500. According to error you can determine what causes this error to happen.

To insert Bing maps to the site builder you have to do the following steps:
1. Insert "bingMapsApiKey" line anywhere in config.json (except inside "db" property). Ex. "bingMapsApiKey": "Your API key here"
2. Get bingMapsApiKey from here
3. You should add your domains to the list of allowed domains to use this API key. You can do it by pressing „Restrict key“ in „API key created“ pop-up.
Notice: your each client have to add API Keys for published websites in a builder by themselves (this field they find on builder in Bing maps properties).

Make sure that you clicked "Apply" button in your On-Premises brand after builder installation. If you clicked it and builder is still throwing error "Authorization required" then take the following steps to fix it:
Method 1:
Check if API username and password which you entered during builder installation are correct.
1. Open builder file "config.json" located in builder web root folder.
2. Locate parameters "apiUsername" and "apiPassword".
3. Make sure they are the same as specified in On-Premises brand.
4. Fix them if needed (if password in the license contains symbols "/" please replace it with "\/" in "config.json" file) and save the file.
5. Click "Recheck" button in On-Premises brand to see if the problem is gone.
Method 2:
If method 1 did not help then try this:
1. Open file ".htaccess" located in builder web root folder.
2. Comment line below:
RewriteRule ^(.*)$ index.php [L,QSA]
3. Uncomment line:
#RewriteRule ^(.*)$ index.php?HTTP_AUTHORIZATION=%{HTTP:Authorization} [L,QSA]
4. Save file.
5. Open file "config.json".
6. Add parameter "keepHtaccess": true somewhere in the middle and save the file.
7. Click "Recheck" button in On-Premises brand to see if the problem is gone.

This may be caused by FTP server which accepts only SSL connections.
Only for On-Premises brand:
1. Open file "config.json" located in your builder web root folder.
2. Add parameter (or edit if it already exists) "useSecureFtp": true
3. Save file.
4. Check if publication works.

In order to download auto backup of some builder website you need to know website domain and construct path by that domain: [builder]/data/e/x/example.com/backups on your server with builder. Here we assume that domain is "example.com" and the part "/e/x/" is the 1st and 2nd letters of domain name. Specified folder will contain backup files with extension ".sitebuilder". You can take one of these files and restore it in builder as a simple website backup.

"No fonts available at the moment" message is shown only in case when google fonts API responds with an error to builder requests and there is no cached version of a previous good response.

There are two possible conditions depending on your situation.

1. If you have googleFontsApiKey entered in your builder config.json.

Please make sure that:
a) googleFontsApiKey entered in builder config.json is correct
b) the key permissions allow using it from builder server IP
c) the key may be used with google fonts API.

2. You have google maps API key configured and no google fonts API key.

In that case builder will use google maps API key for google fonts. Please make sure that:
a) the google maps API key permissions allow using it from builder server IP
b) the key may be used with google fonts API.

In order to migrate from On-Premises builder (brand) to Cloud brand you need to take the following steps:

1. Un-install current builder plugin from hosting panel(s). You can notify your clients about temporary builder disabling before plugin un-installation. The whole process can take up to 1 day (we migrate data only on business days!).
2. Create Cloud brand in Site.pro account.
3. Choose desired cloud builder server in Cloud brand and setup builder domain. Configure DNS settings for chosen builder domain so that it pointed to specified cloud builder server.
4. Archive folder data which is located in web root folder of On-Premises builder installation (preferably "zip").
5. Contact us in the ticket and send us link to archived zip folder.
6. Wait for our response in the ticket when we restore archived data in chosen cloud builder server as well as transfer remaining days of the license validity to Cloud brand according to price difference between Enterprise and Premium plans.
7. Install builder plugin on hosting panel(s) using installation guide link from Cloud brand.

We recommend you to create ticket before you start doing specified steps. It would be useful for us to know the size of "data" folder so that we better knew how much time data restoring can take.

The error occurs when you update builder domain field in On-Premises brand, especially protocol (from "http" to "https"). The plugin does not know about changes and still calls old builder domain which may not work or act properly.
To fix the problem just re-install plugin following installation guide in your brand (or direct link).

For On-Premises brand only: If you want to update PHP version for site builder please refer this page:
https://site.pro/docs/builder/#other/php_migration.

Refer this page to see Enterprise site builder requirements: https://site.pro/vi/Cho-Hostings/Nó-hoạt-động-thế-nào/#kiến-nghị-cho-builder-server.

In order to move builder to a different server you need to take the following steps:

1. prepare new place for builder so that it meets all requirements described in builder installation guide;
2. move builder files to a configured virtual host on a new server;
3. move builder database and its data to a new server;
4. make sure that builder files and builder database are working together on a new server.

If builder database connection credentials are changed on a new server then update them also in builder configurational files "config.json" (it is located in builder root folder) in "db" section.

1. Possibly you have a pretty old version of plugin installed on cPanel server. It does not include functionality of automatic adding FTP accounts if needed for publication. Re-install plugin following installation instruction in your license (you need to uninstall and install it again). This should fix the problem.

2. Problem occurs when site builder cannot create FTP account when opening builder from cPanel. To fix this problem you need to ensure that you have not exceeded limit of FTP accounts in your cPanel account. Delete unused FTP accounts. There may be old FTP accounts left which were created by builder and not used anymore (they are of type "a1b2c3d4@yoursite.com"). As soon as you have space for at least one FTP account the website publication should work.

3. Make sure that "FTP Manager" is enabled on WHM system for your customers. Without it publication may not always work.

cPanel installation uses custom style for "paper_lantern" theme (this can be verified by lookin to folder /var/cpanel/customizations/styled/ what will contain folders with style name). To solve this issue call this command: "/usr/local/cpanel/bin/sprite_generator --theme paper_lantern --style [style_name] --verbose" as root in server cPanel is installed ("[style_name]" in this command needs to be replaced with a name of a style folder you want to fix).

cPanel blocs connections coming from builder for incompatibility related issues. Try to enable "Broken Clients Compatibility" option in FTP configuration within WHM system. Please check if firewall doesn't block passive FTP ports when using together with SSL.

Method 1 (if error appears when opening builder from WHMCS or WHM being logged in as admin):
Take the following steps to fix this problem:
1. Login to cPanel server per SSH;
2. Delete file /home/[user]/.spbldr_localStorage (this file is created by builder plugin);
Note: If you want to delete this file though cPanel file manager initially you may not see files starting with "." by default. To fix this click button "Settings" in top right corner of file manager page and check option "Show hidden files (dotfiles)".
3. Delete FTP accounts of type "a1b2c3d4@domain.com" (they were created by builder plugin);
4. Open builder from WHMCS (or WHM) again and publish website to check if this solved the problem.

Method 2 (if error appears when opening builder from customer cPanel account being logged in with customer's username and password):
1. Login to WHM;
2. Find customer with problem on "List accounts" page;
3. Change customer's password (you can set the same password as it was earlier);
4. Open builder from customer's cPanel account again and publish website to check if this solved the problem.

The reason of this error is that your builder domain is not working. Once you configure DNS for builder domain and domain starts working this error should go away.

Even if DNS is already propagated and builder domain is working it may not be resolved on your cPanel server due to some reason (for example server has not gotten new DNS configuration yet).

Builder requires FTP passive mode enabled on your server to be able to publish websites. Please refer this topic to enable FTP passive mode on cPanel:
https://documentation.cpanel.net/display/CKB/How+to+Enable+FTP+Passive+Mode.

This error can occur due to one of the following reasons:
1. Apache "mod_rewrite" module is not ON. To fix this issue make sure that Apache module mod_rewrite is turned on in builder virtual host. If you use nginx server for builder then make sure that all required rewrite rules are set in nginx configuration for builder.
2. Wrong builder plugin is installed. If you have multiple Site.pro licenses using different builder domains then possibly you installed plugin from license where builder domain differs from the one which you installed builder plugin for. You need to re-install plugin on cPanel using plugin installation guide link from a correct license.
3. Builder domain has changed. If you changed builder domain when builder plugin was already installed on cPanel then this error can occur. Re-install builder plugin to fix this problem so that cPanel gets new builder domain from Site.pro license.
4. Builder domain is locally resolved to incorrect IP. Possibly you have custom record specified in file "/etc/hosts" which points builder domain to a different IP. As a result builder plugin API call fails. Make sure that builder domain on your cPanel server is resolved to a correct IP address.

If you get this notice from cPanel regarding file "index.live.php" of builder plugin then it means that you have outdated plugin currently installed which has version lesser than 3.0.25 (if you cannot see version number anywhere then it also means that the plugin is outdated and needs update).
To fix the problem just update the plugin by instruction which you can find in your brand.

The problem should be solved with plugin re-installation.

This is because PHP is currently working as CGI program on virtual host. To fix this log in to Plesk as admin. Edit service plan which is used by current website. Select tab "Hosting Parameters". Change "Run PHP as" to "Apache module".

Site.pro provides plugins from Plesk 12 (and higher) till Plesk Onyx.

To solve this problem please re-install the plugin on your Plesk server downloading new plugin from your license which you use on Site.pro. It will return back your icon and title and the plugin overwriting should never happen again.
Please note that this action is absolutely safe — it will not affect clients websites.

Method 1:
Login keys functionality is turned off in DirectAdmin. Make sure that it is enabled in the following files:
- /usr/local/directadmin/conf/directadmin.conf - login_keys=1
- /usr/local/directadmin/data/users/admin/user.conf - login_keys=ON
Update values if needed and try again.
If the problem persists after enabling login keys try to re-install the plugin following plugin installation guide.

Method 2:
Please try to create login key manually:
1. go to /CMD_LOGIN_KEYS in your panel (URL)
2. click on "Create new Login Key"
3. fill in key name: "siteprobuilder", key value: [think of some 16-char code], expires: never, uses: 0, clear key: checked, allow htm: checked, commands: CMD_LOGIN and CMD_PLUGINS.
4. enter password below and click "Create".
If this operation succeeds then create a new file if it doesn't exist already:
/usr/local/directadmin/plugins/siteprobuilder/include/login_key and put there a key value you used in login key creation. Save the file.
After that if everything is succeeded then publishing to this server should start working.

Method 3:
Make sure that IP of used builder server is not blacklisted in DirectAdmin. Make sure that IP is not listed in list of blocked IPs in file: /usr/local/directadmin/data/admin/ip_blacklist or /usr/local/directadmin/scripts/custom/all_pre.sh (if exists).

PHP 5.6 or newer require a valid SSL certificate to connect. So the API call will fail if DA SSL cert is invalid. You can use PHP 5.5 to fix this problem.

Most often the problem is related to the fact that site builder which you use is running under HTTP protocol whereas DirectAdmin is running under HTTPS protocol. Since site builder in DirectAdmin Evolution skin is tried to be open in an iframe it is blocked due to browser security reasons and the progress is stuck on loading step.
To fix this issue you need to enable HTTPS protocol for site builder. Please see this page for more details on how to do this: https://site.pro/vi/Cho-Hostings/FAQ/#kb516.

If you get this error during publishing website then it means that DirectAdmin server could not extract some website files from zip due to some reason. Here are common reasons why this can happen:

• Earlier it could happen due to outdated builder plugin on DirectAdmin. In rare cases it failed extracting specific files. Make sure that you have not so old plugin version on your server. You can see your version on page "Plugin Manager" page, and the latest plugin version available on Site.pro here (most probably you will also see it in DirectAdmin too). If they do not match we recommend you to update plugin and check if it solves the problem with publication.
• There is not enough space on DirectAdmin server disk. This reason is most likely if you get the error randomly on every website. Obviously, to fix this problem free up some space on DirectAdmin server disk.
• If you get this error for some specific website then the problem may be caused by exceeded quota on that DirectAdmin account. Make sure that you have enough MBytes dedicated for that account. Unfortunately it is not easy to find out how many space is needed for the website to be published. The most of space takes the image gallery. If you open client's builder, check its gallery and see that it has a lot of images then most probably this website will take much space when published and the reason of exceeded quota is justified.
• If none of these helped then let us know about the problem by creating a ticket and reporting about this problem.

If you are using DirectAdmin and get this error during publication website then it most probably means that there is one or more quite large files uploaded into media library and they require a little more memory to be published. By default there is a limit of 128M setup in DirectAdmin for PHP. To increase it take the following steps:

1. login to server terminal as root user
2. type command php --ini. One of lines in output will be:
   

   Loaded Configuration File: [path of php.ini file]

3. open this file with editor: nano [path of php.ini file] (replace here "[path of php.ini file]" with your path)
4. find needed line by pressing Ctrl+W, then typing "memory_limit" and pressing Enter
5. increase the value for this parameter (if it is 128M - try to increase it to 256M)
6. save file.

After that check the publication of website again whether the error is gone.

Make sure that PHP extension "curl" is turned on. Also make sure that PHP parameter "disable_functions" doesn't include function "shell_exec". If it is included then delete it from there and restart server.

Site.pro provides plugin for ISPmanager 5. Site.pro does not provide/support plugin for ISPmanager4.

Try to delete FTP account(s) with username of format "s12abc34" on your ISPmanager account. After that open builder from ISPmanager again and try to publish website.

In case if ISPmanager is running under a different port than default 1500 - please, check if the proxy is switched on for images. Apparently, the address of the builder icon is without port 1500, so the image cannot be found. If the logo of the website builder does not appear, it is necessary to check its source in the developer tools (URL). If it is without any port, try to add port to the URL (for example: "https://domain.com/logo.png the" -> "https://domain.com:1500/logo.png"). If the picture opens, in this case the problem is as described above.

1. This error is usually thrown when no (or incorrect) username or password is specified in admin area for a customer in WHMCS. Username and password should be the same which customer uses to login to his cPanel account.

2. Another possible reason is a firewall on cPanel server which blocks connections of WHMCS server on port 2083 (even if WHMCS and cPanel is one server). To fix this problem whitelist IP of WHMCS on cPanel.

We recommend you to update builder plugin on WHMCS by documentation. It includes some features and many fixes. You can find more details on update here: https://marketplace.whmcs.com/product/1086.

This error can be thrown when incorrect username or password is specified in admin area for a customer in WHMCS. Username and password should be the same which customer uses to login to his account in hosting panel.

We recommend you to update builder plugin on WHMCS by documentation. It includes some features and many fixes. You can find more details on update here: https://marketplace.whmcs.com/product/1086.

This error is usually thrown when no (or incorrect) username or password is specified in admin area for a customer in WHMCS. Username and password should be the same which customer uses to login to his DirectAdmin account.

Yes, that is correct. The builder module does not have output in admin area therefore built-in WHMCS message "There is no admin output for this module" is displayed.
The module only adds button "Open Site Builder" (or "Open [your-builder-name]") in client area to each product details page of hosting type. Please log in to some WHMCS client, open details of some hosting service and you will see this button in the right side menu box.

Unfortunately currently we have no technical opportunities to restore sites for Premium customers. Auto Backup of Builder Files is available only in On-Premises builder (brand).
To avoid such situations in the future — download website to your computer before editing to restore it later. Press Save Draft constantly.

In order to migrate from Cloud brand to On-Premises brand you need to take the following steps:

1. Un-install current builder plugin from hosting panel(s). You can notify your clients about temporary builder disabling before plugin un-installation. The whole process can take up to 1 day (we migrate data only on business days!).
2. Create On-Premises brand in Site.pro account.
3. Setup builder domain and install builder using Builder installation guide from On-Premises brand (or direct link).
4. Contact us in the ticket and inform us that you want to migrate to On-Premises brand.
5. Wait for our response in the ticket when we collect and archive your clients' websites data in cloud builder server as well as transfer remaining days of Cloud brand validity to On-Premises brand according to price difference between Premium and Enterprise plans.
6. In the ticket we will also specify URL of archived data containing your clients' websites. Download and extract data to your On-Premises builder installation with the following commands:
cd [enterprise-builder-folder]
wget -O data.zip [URL-from-ticket]
php index.php /api/extract-websites?zip=data.zip
6. Install builder plugin on your hosting panel(s) using installation guide from On-Premises brand (or direct link).

If you face difficulties installing builder or extracting data let us know in the ticket and we will help you (we will need appropriate login details to your server).

Sometimes when opening site builder from hosting panel the customer can see "site.pro" builder domain instead of your custom builder domain specified in the brand. This can happen due to one of the following reasons:

1. Your Site.pro license has expired. You need to upgrade it and site builder will start working as expected.
2. Your hosting IP address has changed but you did not updated it in Site.pro license. You need to update IP in Site.pro license to a correct one and site builder will start working as expected.
3. Customer is hosted on dedicated IP address which is not listed in your license. You need to add this IP to Site.pro license. If you do not have free space for more IPs in the license then contact us in support by creating a ticket and we will offer you another solution.
4. Customer's site is located on another builder server - different from one that is specified in your brand. In rare cases customer's site can be transferred to another site builder server by mistake. Usually if it is the case then site builder opens on another server. For example, you use "EU" site builder server in your brand and "us.site.pro" builder is opened instead for the customer.
5. If none of these matches your case then contact us in support by creating a ticket and our team will investigate this issue.

• "Block pending"– the system is already executing your request to block the website. It might take less than 24 hours”.
• "Blocked" - checking is finished, action completed.
• "Active" - if we recognize your website as created with Site.pro builder and currently working online, status comes back to "Active" (blocking action will be reverted).