Installing Magento 2 Extensions : Troubleshooting

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.

 

pickPack (M2):

"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..

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

See this issue explained & resolved here.

tldr; Try running ```composer install``` and/or removing /vendor folder.

Iif 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

"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 Settings
   • 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

1. Still problems? Let's turn it off:

1. Disable the extension by navigating to /app/etc/modules and renaming your the extension xml file, eg from .xml to .xml_off
2. Clear the cache (if you can't access your backend cache page, just rename /var/cache (eg. to /var/cache1))

"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!"

• Drop us a line with your (S)FTP and Magento access details and we'll take a look.

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.

Done!

"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.