Troubleshooting

This guide covers solutions to common problems you may encounter with Capptro.

Installation Issues

Blank White Page

Cause: Usually a PHP error that isn't being displayed.

Solution:

  1. Check your PHP error log (usually in /var/log/apache2/error.log or similar)
  2. Temporarily enable error display by adding to the top of install.php: 
    ini_set('display_errors', 1);
error_reporting(E_ALL);
  3. Common causes:
    • PHP version too old (need 7.4+)
    • Missing PHP extension (MySQLi, cURL, JSON)
    • Syntax error in uploaded files

500 Internal Server Error

Cause: Server configuration issue or file permission problem.

Solution:

  1. Check file permissions (files: 644, folders: 755)
  2. Verify .htaccess file is valid for your server
  3. Check server error logs

Database Connection Failed

Cause: Incorrect database credentials or server issue.

Solution:

  1. Double-check database hostname (usually localhost)
  2. Verify database name, username, and password
  3. Ensure the database exists and user has permissions
  4. Some hosts use 127.0.0.1 instead of localhost

License Issues

License Validation Failed

Cause: Server cannot reach license server or invalid license.

Solution:

  1. Verify your server can make outbound HTTPS connections
  2. Check if curl extension is enabled
  3. Verify the license key is entered correctly (no extra spaces)
  4. Check if license has expired in the customer portal

License Works Then Stops

Cause: License expired or network issue.

Solution:

  1. Check license expiration in customer portal
  2. Verify server can still reach capptro.com
  3. Renew license if expired

Login Issues

Cannot Login / Session Expires Immediately

Cause: PHP session configuration issue.

Solution:

  1. Check if session_save_path is writable
  2. Verify cookies are enabled in your browser
  3. Check if session directory has correct permissions

Forgot Password Not Working

Cause: Email not being sent.

Solution:

  1. Check if PHP mail() function is enabled on your server
  2. Verify email isn't going to spam folder
  3. Some hosts require SMTP configuration for email

Application Issues

Work Items Not Saving

Cause: Usually a JavaScript error or database issue.

Solution:

  1. Open browser developer tools (F12) and check Console for errors
  2. Verify all required fields are filled
  3. Check database connection is still active

Dropdowns Empty

Cause: No options configured or database issue.

Solution:

  1. Go to Settings and add options to each dropdown
  2. Verify database tables were created during installation

Print/PDF Not Working

Cause: Browser blocking or JavaScript issue.

Solution:

  1. Allow popups for your Capptro domain
  2. Try a different browser
  3. Check browser console for JavaScript errors

Performance Issues

Slow Loading

Cause: Server resources or database optimization.

Solution:

  1. Check server resources (CPU, memory)
  2. Optimize database tables: 
    OPTIMIZE TABLE workitems, customers, workitemdetails;
  3. Consider archiving old work items

Getting More Help

If you're still experiencing issues:

  1. Check the FAQ for more answers
  2. Contact support at [email protected]
  3. Use the support portal (for licensed users)

When contacting support, please include:

  • Your Capptro version
  • PHP version
  • Any error messages
  • Steps to reproduce the problem
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