11. Troubleshooting
Where to look first
System health checks the installation and shows each problem with a hint:
- PHP and hosting;
- the database;
- storage;
- encryption;
- backups;
- cron;
- the job queue;
- the licence.
System → Jobs lists background jobs that failed, with the reason. After fixing the cause, click Retry, or Dismiss the job if it no longer matters.
Common problems
| Symptom | Cause and fix |
|---|---|
| Nothing updates: no imports, no rank checks | Cron is not running. System health → Cron shows when it last ran. Check the cron command and the PHP path (chapter 2, step 5). |
| Cron warning although cron is set every 5 minutes | Add CRON_INTERVAL_MINUTES=5 to .env |
| "Needs reconnection" for Google | Access was withdrawn at Google. Connect again under Integrations. If it happens every 7 days, your Google app is still in Testing; publish it (chapter 5). |
| DataForSEO "refused access" | Usually an unverified account or no credit at DataForSEO. Fix it there, then click Test connection. |
| Rank checks stop with a budget message | The daily or monthly budget is used up. Raise it under Integrations → DataForSEO, or wait for the next day or month. |
| "The license is not active" | See System → License. Renew the licence, then click Refresh. Your data stays available meanwhile. |
| "is not included in your license" | Your edition does not include the feature, for example AI access in Starter. Upgrade the licence. |
| Update refused: "not a valid package" / "signature" | Use the original, unmodified package from your customer area |
| A page shows "Error 419" | The form expired, for example after a long pause. Reload the page and try again. |
| Site shows "being updated" for a long time | An update stopped midway. Sign in and open System → Updates: it shows the failed step. Install the same package again. |
Two-factor sign-in
- Lost your phone? Sign in with one of your recovery codes instead of the app code.
- No codes left? Another administrator can help, or contact support.
Support
Please send:
- the installation ID (System → License);
- a support bundle (System health → Download support bundle). It contains health checks, versions and recent errors, with e-mail addresses and tokens removed, and never passwords, keys or SEO data;
- what you did, what you expected, and what happened.