Installing Magento 2 Extensions : Troubleshooting

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Magento Help

Something unexpected happened?

Try not to worry too much, take a deep breath and read through these common issues and solutions below.

Most issues have been seen before and are quickly fixable or at least revertible-from.


"After install I get 'Fatal error: Uncaught Error: Call to a member function getNext() on null in Interceptor.php'"

Check that you've run setup:di:compile, eg. from Magento root:

php bin/magento setup:di:compile

"After install I get a '500 Internal Server Error' in the browser"

  1. Check your server error logs first, as this is what it says on the tin : a server error.
    Where this is will depend on your server. Here's some common examples:
    Centos: {server root}/var/log/httpd/
    Debian, Ubuntu: {server root}/var/log/apache2/
    MAMP: {Applications}/MAMP/logs/php_error.log apache_error.log
    MageMojo: /home/log/apache/error.log
    Access eg. via nano /var/log/httpd/apache_error.log
  2. If the error isn't apparent in those logs, you might not have deployed static content since the update:
    1. Move pub/static/.htaccess somewhere out of that folder
    2. Delete /pub/static : rm -R pub/static
    3. Run php bin/magento setup:static-content:deploy
    4. Replace .htaccess in pub/static

Or in one line: mv pub/static/.htaccess pub/.htaccess

rm -R pub/static

php bin/magento setup:static-content:deploy

mv pub/.htaccess pub/static/.htaccess

"After install I get a fatal error, with 'Unable to retrieve deployment version of static files from the file system' in the reports"

Try running:

php bin/magento setup:static-content:deploy

pickPack (M2):

"After install I get a 'Unknown module(s): 'Moogento_PickPack' error"

If you've just ran:

php bin/magento module:enable Moogento_PickPack

and get that error message, then there's a few things to check:

  1. Have you uploaded pickPack files to the repo? :)
  2. Have you gone through our Install Guide?

"The admin user is logged out when trying to print PDFs."

This is a Magento issue, related to Github magento2: Issue #5309

Other users have suggested editing the .htaccess or conf file to something like this:

php_value session.cookie_lifetime 86400

php_value session.gc_maxlifetime 86400

and then setting the Admin Session timeout to 86400 in the admin config..

"I see text links instead of nice images!"

Have you recently cleared /pub/static ?

You're likely missing the /pub/static/.htaccess file. Just copy that back in (from another install if necessary).


"When compiling a plugin, I get: 'Class 'PHPUnit\Framework\TestCase' not found in ... mPDFTest.php'."

See this issue explained & resolved for one case here.


Are you running Magento < 2.2 ?

Yes! Get in touch, you're a special case :)

No? Read on!

• You need PHPUnit version at least 6.x

• Install that via composer

Installing PHPunit

Try running composer install and/or removing /vendor folder.

If you decide to remove that folder then you might use this command, inside your Magento root folder:

rm -rf vendor/*

And then get composer to reinstall those modules:

composer update

php bin/magento setup:upgrade


php bin/magento setup:di:compile

If you still have issues, check that your version is correct:

composer show -- phpunit/phpunit

If that's still showing a version less than 6.5, try going into the Moogento_Core and running update:

cd app/code/Moogento/Core

composer update

Also check, if you're running different PHP versions (eg. on local maybe using MAMP and a central PHP version) that you can access phpunit:

phpunit --version

^ If this returns an error then probably the easiest thing to do is install phpUnit:


chmod +x phpunit-6.5.phar

sudo mv phpunit-6.5.phar /usr/local/bin/phpunit

And then check again:

phpunit --version

If you're running Magento locally, using something like MAMP:

1. Copy phpunit into /MAMP/bin/

2. Edit the bash profile:

nano ~/.bash_profile

then add this after other PATH lines: export PATH=/Applications/MAMP/bin/php/php7.1.12/bin:$PATH

"I still have issues"

Check log files

  1. First, check the log files. If you haven't turned on logging do so now. SystemAdvancedDeveloper > Log SettingsMagento loggingo.png
    • Try running Magento and then check those log files - the default location is /var/log
    • Add a number to the log filenames to see recent messages only.
  2. Next, check your server log files for errors (location will depend on your server - look for php and server log files).

Disabling extensions

Still problems? Let's turn it off:

  1. Disable the extension :
    php bin/magento module:disable Moogento_PickPack
  2. Disable other Moogento code if you like:
    php bin/magento module:disable Moogento_License
    php bin/magento module:disable Moogento_Core
  3. Recompile:
    php bin/magento setup:di:compile
  4. Clear caches:
    php bin/magento cache:clean
    php bin/magento cache:flush

"How long will it take to investigate and fix my issue?"

If you've got in touch with a issue or custom work request, we'll get back to you with a rough ETA.

We do all work in the order that they come in, with some sorting based on the Maintenance Plan you're on.

We can't begin the work (or the ETA timer) until we have correct access details, so please make sure you send correct ones.

"Why is my issue resolution ETA not Right Now???!!!"

Estimates for development work are necessarily vague, it may be faster or slower than the ETA we send you.

It takes time to properly investigate bug reports, and plan feature requests, and we're a small team - we go as fast as we can but please don't expect magical instant development work :)

Also worth bearing in mind that we respond to support requests ourselves, so if you email every day for an update then you'll be directly slowing down your issue resolution.

"I found some encrypted portions of code, have I been hacked?"

All our code is open for you to edit.

We do have a couple of small blocks of encrypted code which are part of our licensing system. These need to be left unedited for your extension to work.

If you're worried that you've been hacked and have some unauthorised code, the easiest way to check these specific files is to compare that code with the same file from the extension zip, downloaded from your Moogento account. Note that this code will sometimes change between versions, so make sure you're comparing the same version.

"I stilll have issues!"

  1. your (S)FTP & SSH access details
  2. Magento admin access
  3. which version of Magento
  4. which PHP version
  5. which Moogento plugin & version
Before getting in touch, please:
  • turn on Magento logging,
  • turn off Magento compilation,
  • provide details of any opcode or db cache systems and their logins,
  • provide the path to your server log files
  • include your order id or license key

"How do I give you Magento access?"

Tried all the suggestions above and need us to take a look? Not sure how to do that?

  1. Log into your Magento site
  2. Copy the URL from the browser and add it to your email to us.
  3. Next go to SystemPermissionsUsers > Add New User
  4. Make a username and password and add that to the email to us.
  5. then click User Role in the left column and assign us the role of Administrator.


"Where do I find the license key?"

We need your order id or license key before we can help with support. Because, you know. :)

  1. Go to SystemConfigurationMoogento -> (the extension you want help with, eg. pickPack)
  2. Click the 'License' section at the top of the page to expand it.
  3. Copy the value from the 'License Key' field.
  4. Paste that in your email that to us.