Troubleshooting

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Elasticsearch

The header search bar not working, giving no results.

Solution

The Elasticsearch container probably crashed due to insufficient RAM. Please, follow these steps to fix it:

  1. Check that your server meets the minimum system requirements at ucrm.ubnt.com.
  2. If you are running UCRM on a cloud server, you may probably want to enable swapping. Read more here.
  3. Restart UCRM using these commands
    cd /home/ucrmsudo docker-compose stopsudo docker-compose up -d
  4. UCRM booting up can take a few minutes. When done, check that Elasticsearch works again.

Payment gateways

Dashboard shows connection test failed

Your API credentials are probably incorrect. Please check, that your credentials are up to date and correct.

If that does not help, please post the displayed error message to the Community Forum.

Authorize.Net Signature Key required

Authorize.Net is phasing out MD5 based hashes in favor of more secure SHA-512 hashes.

To keep Authorize.Net payment gateway working, you must provide UCRM with the new Signature Key.
You can find information about getting it in the What is a Signature Key? article.

After you get the Signature Key, fill it in your organization settings (System → Organizations).

Stripe Subscriptions

If you think, that subscriptions are not working correctly, the problem usually lies in incorrectly configured webhooks.

Solution

Please check your webhooks configuration according to the Setting Up Stripe guide. If everything looks right you can check the event in Stripe dashboard and see what the problem is.

  1. To check the event open your Stripe dashboard and access the "Events & Logs" section in the left menu.
  2. Open an event detail by clicking on the event that interests you.
  3. At the bottom of the detail page you will find the "Webhooks" section with all sent webhooks, their status and an error message if there was some.
  4. After the problem is fixed, you can resend the webhook by clicking the "Retry all webhooks" button.

Emails not sent

When an email is not sent, check the following points:

  • Check the mailer configuration is set properly and try to send the test email.
  • Check the email log and make sure the recipient email is correct.
  • Make sure you meet all the restrictions of your SMTP server such as the daily limit. You can configure the UCRM Throttler and Antiflood.

Sending emails from different email than your SMTP account email

  • Note that the Organization email address is used in the From email header attribute (this will make the email look as if it came from that Organization email address) If the Organization email is different from the "Sender address" in mailer settings (typically your SMTP account email), it may cause the sending will fail on some SMTP servers.
  • If you use Gmail SMTP server, you may use a different address or alias (other than your Gmail username) but you need to configure that address in your Gmail settings. See the Send emails from a different address or alias help article to learn more. Otherwise, the From header attribute will be replaced by your username.

Unresolved DNS problem

In case the following error appears:

Connection could not be established with host smtp.example.com [php_network_getaddresses: getaddrinfo failed: nodename nor servname provided, or not known #0]

Possible solution

In some scenarios, Docker will use only the first domain name server configured on the host system and not move to the next if it fails.

Also if Docker can't find a locally defined DNS server, containers will default to using Google's public DNS server (8.8.8.8) to resolve DNS. This DNS can be blocked in your network due the security reasons.

To resolve this, try following workaround presented in this article by Robin Winslow: https://robinwinslow.uk/2016/06/23/fix-docker-networking-dns/.

SMTP operation timed out

In case the following error appears:

host smtp.gmail.com [Operation timed out #110]

Possible solution:

Most likely you have blocked outgoing SMTP connections. This is usually the case, when you have UCRM hosted by a cloud provider. You should contact your cloud provider support, to unblock SMTP connections for you.

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