FAQ

1. Open builder via old Hosting Panel. Hover on Publish icon and press "Backup/Restore" item;
2. Download backup;
3. Open builder via new Hosting Panel. Select Backup/Restore, restore it;
4. Publish the website.

You will find plugin installation guide on your license page. Choose "Your Panel" and below this field you will find plugin installation guide link.

You will find builder installation guide link on your license page below "Your Panel" field.

1. Create new Premium license, fill it out;
2. Assign IP;
3. Reinstall Site.pro plugin, use „Plugin installation guide“ from Premium license.

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;
3. Builder server (on license page) was changed in "Builder server" field.

1. After your Custom Logo upload on your license page, press Save button;
2. Clear Internet browser cache.

1. Check if wide version of your website is correct (turn it off, if not);
2. Please clear Internet browser cache
3. Check if you have changed DNS (CNAME) records for your domain to mydomain.com. CNAME X.site.pro (where "X" could be "eu", "us" or "tw" - depending on server where builder is installed (you can check that on your licence page while filling the "Custom builder domain" field).

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.

Passive mode for FTP is not enabled on your server. Please enable it and try again.

1. Check values of PHP parameters "post_max_size" and "upload_max_filesize". Recommended values are 64M for both. If they are less, uploading images/files to builder may not work properly. Increase them and try to upload an image/file again.
2. Check PHP "post_max_size" value. Recommended value is 128M or higher. Increase it, if needed, and restart apache server.

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

For Premium license 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:
- 109.235.65.18
- 79.98.26.232
- 104.196.132.63
- 104.199.204.141
- 188.225.9.184
All these IPs can be used for builder opening.

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 Premium license:
We can add your IP address to the exception list so that FTPS publication is applied. If you agree, please, let us know. As a temporary solution you can disable forced SSL connections.

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 after log in 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).

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 Enterprise license 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 Enterprise license.
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 Enterprise license 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:
109.235.65.18
104.196.132.63
104.199.204.141
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 Enterprise license 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.

To make domain name changing possible, when implementing custom plugin you will need to do these steps:
a) pass client websites unique ID to "domain" property (e.g.: if users ID is 251 and websites ID is 327, pass "u251-w327.id" to "domain" property);
b) pass actual (current) domain name to property "baseDomain" (this property is undocumented, but you just pass the domain as string to it);
This will make that your user websites will be identified by unchanging identifier, independent from the domain name, and will allow you to change it.

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".

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.

1. Create new Enterprise license, fill it out;
2. Assign IP;
3. Reinstall Site.pro plugin, use Plugin installation guide from Enterprise license;
4. Install Site.pro builder on your server. Use Builder installation guide from Enterprise license;
5. Contact support to move existing websites to your server.

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 enterprise license. Please fix them (you should change all "/" to "\/" in "apiPassword")

To insert google maps to the site builder you have to do the following steps:
1. Insert "googleMapsApiKey" line anywhere in config.json (except inside "db" property). Ex. "googleMapsApiKey": "Your API key here"
2. Get googleMapsApiKey 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.
Use your Builder installation guide, which you find on your license page.
Notice: your each client have to add API Keys for published websites in a builder by themselves (this field they find on builder in google maps properties).

You will find builder installation guide link on your license page below "Your Panel" field.

Make sure that Google Maps API key which you use in file "config.json" (located in builder web root) 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.

.htaccess in builder is not working. Check if apache module "mod_rewrite" is turned on.

Click "Save" button in your license after builder installation.
If it does not solve the problem make sure your builder domain is resolved. Configure DNS for your builder domain to make it point to your builder installation and wait for a while for new DNS configuration to be propagated over the internet.
Also check if firewall does not block connection from site.pro server on port 80 during license synchronization.

1. You need to click "Save" button in your Enterprise license. Also note that you can open builder only via public demo URL or via plugin in your 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. You need to delete it and install plugin anew using plugin installation guide link from Enterprise license.

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 Enterprise license 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.

If you want to run builder under HTTPS protocol you need to do the following steps:
1. Open your enterprise license 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. Click "Save" button in your license
4. Check if builder work properly under HTTPS protocol.

1. Please check if PHP option "allow_url_fopen" is enabled on your server. It is required for builder.
2. After you enable it, click "Save" button in your license.
3. Check if error is gone.

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.
Use your Builder installation guide, which you find on your license page.
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 "Save" button in your Enterprise license 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 Enterprise license.
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 Enterprise license and check 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. Save Enterprise license and check if the problem is gone.

This may be caused by FTP server which accepts only SSL connections.
Only for Enterprise license:
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.

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.

If this error appears when opening builder from WHMCS (or WHM) then 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.

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.

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. It has to be enabled by modifying a file as shown in plugin installation guide. If the problem persists after enabling login keys try to re-install the plugin.
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.

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.

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.

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.

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.

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.

Builder domain is redirected to a different server (not to the builder server) and than you need to properly configure DNS record for the builder domain.