Billing and client management software

Frequently Asked Questions

This thread has some answers to the frequently asked questions or issues we receive, please read before posting in this forum for support. **PLEASE DO NOT USE HTML OR PHP IN YOU...

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Nathan said

This thread has some answers to the frequently asked questions or issues we receive, please read before posting in this forum for support.
PLEASE DO NOT USE HTML OR PHP IN YOUR THREAD/POSTS - HTML or PHP can be submitted on a pastie. [This includes error_logs]

READ BEFORE POSTING:
If you are having issues with your installation, the first thing you should do before posting your issue here is to check your error_log, to find this in cPanel, the error_log can be found on the cPanel control panel home page under the heading "Logs". with Parallels Plesk Panel, the error_log is in the logs section of the control panel. Please note that some error_logs are very brief there for you should contact your host for a detailed report on the error, once that is done you can make a thread and post your error log with it your issue.

IMPORTANT: Why are all forum categories locked?
We have temporally locked all forum posts to stop the current surge of spam being posted on our forum while we attempt to crack down on this & start IP banning the networks that are involved as well as investigate the IP's & notify the ISP providers regarding the spamming going on.

Any chance of an Owned License?
We get this query a lot, as of December 1st, 2017, we provide Owned Licenses for all our Pro License holders as an upgrade. To purchase the upgrade, simply login to our client portal, view your license details & click on request upgrade. All requests are manually upgraded. Note that Owned Licenses are currently quoted at $150.00 USD.

DEMO SITE NOT WORKING
We are aware of issues with our demo site throwing a SQL error when trying to access both client and admin sides, please do not open support tickets regarding it as they will get a canned response to view this thread. The demo currently does not work due to high-end abuse of the demo. We suggest installing the free edition of BoxBilling on your servers to fully test everything is to your needs. If everything meets your criteria, you can upgrade to a Pro License

Q: My payment for an invoice is in an "Unclaimed" status?
A: Unfortunately, unclaimed statuses are common for large business, an unclaimed status could be because the PayPal account you have sent the payment from is unverified, so manual acceptance of the transaction is needed, or the payment could have been put into an unclaimed status because PayPal has been doing work on their system so manual intervention is required to accept the payment. We do ask all customers to check their transactions and report all "Unclaimed" payments to us so we can process these as fast as we can. If a payment is put into an unclaimed status, our system will not mark your payment as paid, as a result, the renewal date will not be extended.

Q: "Where can I get a SSL Certificate from?
A: We always recommend using the original vendor if purchasing an SSL Certificate, such as RapidSSL, Comodo, Geotrust etc. However, if you are looking for a cheap SSL Certificates at around 80% off the RRP, we always recommend Musicboxset Limited, a large platinum partner of some of the most popular vendors.

Q: "Cannot access parent" Issue
A: This error is caused by xCache, if you disable it, it will fix the error [your web host may need to do this] (fingers crossed). If not, you may need to re-install BoxBilling after you've disabled it. If this doesn't sort it, you'll need to contact us and we'll see if it could be anything else.

Q: Failed opening required 'PDO.php'
A: Enable php-pdo in your server configuration, or ask your hosting provider to enable it, this is required to run BoxBilling.

Q: Is there a script to transfer my clients data across to/from BoxBilling?
A: Currently we do not have any confirmed/verified import/export scripts to transfer data to or from BoxBilling. However, please be free to develop one or search of our forum for modules developed by customers.

Q: I can't login to my admin area?
A: If you have forgot your admin area password, You can find a way how to regain access here: https://github.com/boxbilling/BoxBilling/issues/13

Q: IP "xxxxxxxx" is not allowed for this license
A: This means that the license key you have used has been used somewhere else (A different IP address), to fix this, simply reset your license in the licenses page of BoxBilling, if you have purchased a Pro license from a reseller/partner, you will need to ask them to reset it on your behalf.

Q: I've had no reply for ages, where is support?
A: The forum has limited staff replying to questions, some may not know everything about BoxBilling, however, most of our staff are currently extremely busy on the development of BoxBilling, if you require support within 1 business day, I suggest you upgrade to a Pro license. The forum has limited support and a response could take up to 5 business days, Pro Licenses get responses within 1 business day.

Q: I can't access extensions.boxbilling.com or is redirecting?
A: We are currently re-doing our extensions are and redeveloping the modules, please be patient as we do this, if you require and modules creating, the main thing I can suggest is to development them yourself.
UPDATE: All confirmed plugins and extensions developed by BoxBilling (or verified and trusted developers) can be found on our GitHub.

Q: I am getting a 500 Internal Server Error?
A: This is most likely caused by the script getting an access denied from the server, you should ensure that your files and directories are set to 755, if this doesn't sort your issue out, I suggest you check the error_log (details on how to find this can be found in the 'Read before posting' section of this thread) - this should tell you exactly where the 500 Internal Server Error is being generated, while cpanel may provide brief summaries on errors, it is best to contact your hosting provider for detailed error_log..

Q: I am getting an IonCube required error?
A: The message means that your server does not support ioncube loaders. You can obtain Loaders for your server platform by visiting http://www.ioncube.com/loaders.php page and downloading appropriate loader. A Loader Wizard PHP script to help with installation is available in a Zip http://www.ioncube.com/loader-wizard/loader-wizard.zip archive. Download and install the script into your web space, and then launch the script in your browser for guidance on installation and selection of the correct Loader package. You must not install IonCube Loaders 5.5 (we recommend version 5.4.1) [Please note that v4.x does not require IonCube as it is open source]

Q: I've just purchased a pro license, how do I update the license key?
A: All you need to do is go into you file manager (or ftp access directory), head into your BoxBiling installation directory and in the bb-config.php file, you should see where your free license key is, just update it with the pro license and you are done, this will unlock the features.

Q: PayPal isn't changing the status of invoices to Paid?
A: We can guarantee that the payment gateway does work successfully as BoxBilling uses the same module, it's best to ensure that all details are correct and that the PayPal IPN is set up correctly through PayPal, if you are unsure of how to set it up, PayPal has documentation on how to set this up. Invoice status's can take up to 15 minutes to clear correctly (This includes fraud checks), if after this time the status has not changed then we can only suggest that you have not set up the IPN correctly.

Q: I have a pro license, how do I remove the branding?
A: Very simple, to turn off BoxBilling branding after PRO license is purchased (and licence key updated in bb-config.php) go to Admin area > Extensions > Overview and deactivate branding module.

Q: Whm/cPanel: Permission Denied? [Including "Access Denied" Errors with Whm/cPanel Module]
A: If you are getting a Permission Denied error, this usually means your details are incorrect, the IP of the server hasn't been white listed or your Whm request was denied due to a permission issue, in which case you should contact your host. Please remember that Whm/cPanel uses a hash key and not a password to safely communicate with the Whm control panel. if you have mod_security enabled on your server, this could also restrict access and execution of commands on Whm/cPanel. You must ensure ports 2082, 2083, 2086 and 2087 are open as BoxBilling uses these ports to connect to your Whm/cPanel control panel.

Q: Whm/cPanel: Version not found?
A: If you are testing your server connection and it says the Whm version isn't found, this is a Apache Configuration issue. If you are a system admin or a user with root access, you can fix this by going to Home » Software » EasyApache (Apache Update) and going through the configuration till you get to the "Exhaustive Options List", at the bottom of "first-section Apache Built-in Modules" you will see "Version" - this needs to be ticked and you will need to rebuild Apache.

Q: I'd like to request a feature?
A: This is easy to do, simply submit your feature in our Feature Request section of this forum.

Q: I'd like to contribute to BoxBilling Development?
A: We love contributions, if you have a module or hook you have created for BoxBilling and want to share it with the rest of the community you can submit it to this forum under the section "Plugins and Extensions (Custom Development)". As of v4.x BoxBilling is completely open source, making contributing easy as ever, all contributions can be done on our GitHub.

Q: Who should I host with?
This is a question our colleagues get asked quite frequently, we do not like to single out hosting providers as a lot of hosting providers could, in fact, host the BoxBilling software. We always suggest asking the provider about the BoxBilling requirements before signing up to them. If you are really stuck in finding a hosting provider, we would recommend our partners such as Hosting24 or Musicboxset Limited. For more dedicated resources, we would recommend using a Virtual Private Server or Dedicated Server, in this case, we could suggest Servers4You or Entel Hosting.

4 years ago
Nathan said

UPGRADING FROM v3.6.11 TO v4.x

Unfortunately we do not provide assistance upgrading BoxBilling, however it is relatively easy to do by yourself. The most important thing to do before upgrade is to backup you database and files so that you could roll back the installation if something gores wrong. Also please note that newest version release of BoxBilling uses new encryption algorithm for module settings, so you will have to reconfigure all of your modules.

Please follow these steps in order to upgrade BoxBilling to the newest available version:
1. Backup your files [IMPORTANT - We cannot stress this enough!]
2. Backup database [IMPORTANT - We cannot stress this enough!]
3. Download latest BoxBilling version archive from Github
4. Remove BoxBilling folder from server
5. Extract or copy new BoxBilling version files to server
6. Rename src/bb-config-sample.php to src/bb-config.php and edit it.
7. You can use the same database from older version. Extensions configurations and options will not work. You will have to reconfigure modules.
8. run bb-update.php. BoxBilling-installation-path/bb-update.php
9. Copy custom template files from backup.
We recommend all our customers update to the v4.x version as soon as possible as many bugs have been fixed and v3.6.x and lower may contain vulnerabilities. Note that any querys you submit, if your version is not our current up to date version, we will ask that you update to the latest version.

3 years ago
Nathan said

FOR THOSE WHO REQUESTED OFFICIAL RESPONSE TO UPDATES

Please be advised that the BoxBilling software is still in active development. The current development team have currently been away on other projects, which have taken longer than expected to complete. As of now Musicboxset Limited (an official partner of BoxBilling) is currently taking on feature requests & bug reports for the next version of BoxBilling and has already started on the next update of BoxBilling which will be released onto our GitHub once completed.

If you do have a feature request or want to submit a bug report, please use their Pre-Sales form with as much details as possible regarding the feature/bug. This way we can keep track of everything.

As always, we are extremely thankful to everyone who is still using our software & who is still supporting the software.

1 year ago
Nathan said

Recently our support team have been receiving multiple tickets with regards to "Invalid License" errors. An invalid license could be due to multiple reasons. Note that if you do open a support ticket regarding an invalid license, our support team will refer you to this thread post to read. If the problem persists after checking the below mentioned, we will start debugging this for you.

1. Your BoxBilling installation cannot reach our license verification server (resulting in automatic invalid errors), this is likely caused by low memory limits or other permission errors that the server is enforcing (usually port restrictions for security concerns of the server).

2. There has been a glitch in your BoxBilling installation causing the License error (usually due to a cPanel/Whm update or other OS updates), this can easily be sorted without opening a support ticket. All you need to do is go your license details page and reset/reissue your license.
1. Plesk users, if your Plesk Panel is using a Windows Server, this is usually the cause of the error as Windows have many restrictions within the firewall when doing external verification checks and as our recommended requirements states, we do NOT recommend installing BoxBilling on a Windows Server.
Please be aware, we do not recommend you use BoxBilling on a Dyamic IP Address as our verification checks restrict access to one IP address at a time. Our verification checks have not been checked for supporting IPv6 Addresses and as such are not yet supported by our system which may also result in an Invalid License error. Note that, while support is ongoing for IPv6, we still cannot guarantee all IPv6 will be supprted.

We remind all customers to read our Recommended Requirements before attempting to install or move the BoxBilling software. We urge all customers to ensure they backup all files and databases before attempting to fiddle with settings to attempt fixing this error.

We would also like to** remind our customers** that we do not provide support if any of the core BoxBilling files have been edited/tampered with in any way (this includes attempting to null/crack our verification checks). We also do not provide support for custom development to BoxBilling (template changes, modules/addon features created by a third party etc.).

1 year ago

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Topic information

Forum	BoxBilling Support
Topic	Frequently Asked Questions
Started By	Nathan
Views	53154
Messages	4
Created at	Friday, 21 February 2014