Once the extension has been installed – you will need to open the Extension (Premium) and verify server requirements.

To do so, go to “CRM Settings” > “Other Settings” > “Extension Pack”. (You can also click the icon in the header to complete the install).

Issue

While signing up for the extension pack, the register button is greyed out and became unclickable

Reason

This issue is caused because the extension pack is not enabled in the module manager

Solution

Enable the VTExperts Extension pack from the module manager by checking the empty checkbox

Once done the register button will become clickable

Question

What are the steps to enable php-imagick (ImageMagick)?

Answer

Dedicated Unix Server

If you are server administrator, you will need to log into terminal (SSH) using putty and install imagick.

• Ubuntu: Run “apt-get install php-imagick” and restart your webserver.

• Debian: Run “apt-get install php-imagick and restart your webserver.

• Centos: Run “yum install php-imagick” and restart your webserver.

If none of those work – please try google and see what you can come with. Every server is unique and it’s hard to explain in a tutorial that applies to all.

Shared Server (Hosting)

If your VTiger is hosted at hostgator, godaddy, deamhost, siteground, etc.. shared plan – it is your best bet to either contact the hosting provider and ask to enable php-imagick, or search for instructions on their wiki/help site.

*Tip: If you have access to CPanel, you might be able to do that yourself. Find “PHP Configuration” in CPanel, open it and check the ‘php-imagick’ extension in the list available. Note, this might not apply to everyone but is the most common way to enable php-imagick on shared server.

Windows Servers

If your VTiger is hosted on Windows server, it is likely that your webserver already has php-imagick files, but it might not be enabled. To enable the extension – locate php.ini and in the file there should be a line with ‘imagick’ (just search for that in the file) and remove the ; so it’s “extension=php_imagick.dll”. Once you do that, save php.ini and restart your webserver. Detailed instructions can be found here:

Issue

Extension Pack redirects user to hatchuck.form.html:

Reason

This behavior is possibly caused by .htaccess with 'mod_rewrite' rule.

• The rule:

RewriteEngine On
RewriteRule .* - [E=HTTP_AUTHORIZATION:%{HTTP:Authorization}]
RewriteBase /
RewriteRule ^index\.php$ - [L]
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule . /index.php [L]

The .htaccess file causing this is likely NOT in vtiger folder, but in the parent folder.

Vtiger Folder: /home/cpaneluser/public_html/vtiger
Parent Folder: /home/cpaneluser/public_html

Parent Folder htaccess: /home/cpaneluser/public_html/.htaccess

Solutions

Solution 1

Edit (Or create new) .htaccess file in Vtiger folder and turn off RewriteEngine.

Vtiger Folder htaccess: /home/cpaneluser/public_html/vtiger/.htaccess

Add the following:

RewriteEngine Off

Solution 2

Modify .htaccess file in the Vtiger Parent Folder and turn off RewriteEngine (as in Solution #1).

Parent Folder htaccess: /home/cpaneluser/public_html/.htaccess

• Important: Understand the root cause before considering Solution #2 instead of #1

Now, what is the root cause of this issue?

The issue arises when Vtiger is installed in the WordPress directory.

Based on what we've seen, when using CPanel the yourDomain.com is usually pointing to the public_html e.g

/home/cpaneluser/public_html/

And if WordPress is installed on the yourDomain.com - that folder will have .htaccess automatically generated by WordPress which must include the RewriteEngine configuration.

Now, when you add a subdomain via CPanel, the folder subdomain will usually point to

/home/cpaneluser/public_html/yourSubDomain

• Assume yourSubDomain is where Vtiger is installed.

What happens next is, that Vtiger folder (yourSubDomain) may or may not have .htaccess, and if it does - it's likely that it will not have RewriteEngine rule (whatever the rule might be).

In standard CPanel configuration, the .htaccess rules will be inherited by all the subfolders, which in this case includes Vtiger folder.

Here's an example

WordPress Folder:     /home/cpaneluser/public_html/
Vtiger Folder:        /home/cpaneluser/public_html/yourSubDomain/
Some Other subfolder: /home/cpaneluser/public_html/test/

If Vtiger Folder does NOT have .htaccess file then it will inherit .htaccess rules from the parent folder (WordPress) as if the .htaccess file was in Vtiger Folder.

WordPress .htaccess: /home/cpaneluser/public_html/.htaccess
Vtiger (no .htaccess): /home/cpaneluser/public_html/yourSubDomain/

That means that the sames rules will apply to Vtiger folder (from WordPress folder)

/home/cpaneluser/public_html/.htaccess >> /home/cpaneluser/public_html/yourSubDomain/.htaccess

However, if you create .htaccess file in Vtiger Folder - it will no longer inherit from parent/WordPress folder and the Rewrite rule will not apply.

Keep in mind:

• This might also apply to different CMS engines other than WordPress.

• Also, there might not be an actual website in the parent folder, but there might be .htaccess.

• This would also apply if there is a more complicated folder structure e.g:

/home/cpaneluser/public_html/.htaccess << This could be one with Rewrite rule.
/home/cpaneluser/public_html/websites/.htaccess << This could also be one with Rewrite rule.
/home/cpaneluser/public_html/websites/yourdomain.com/
/home/cpaneluser/public_html/websites/yourdomain2.com/
/home/cpaneluser/public_html/websites/crm/.htaccess << This could also be one with Rewrite rule.
/home/cpaneluser/public_html/websites/crm/vtiger/

It's all about the inheritance from the parent folder.

Problem

The following error is caused by PHP version upgrade on the server. At the time the extensions were installed, they were encoded for specific version of PHP. Now that it has changed, it can not read the files anymore.

Fatal error: The file /var/www/.....VTEStore/models/Module.php was encoded by the ionCube Encoder for PHP 5.6 and cannot run under PHP 7.1 or later. Please ask the provider of the script to provide a version encoded with the ionCube Encoder for PHP 7.1. in Unknown on line 0

Solution

Here’s how to fix this:

1. Rename all VTE Extension folders in /your_vtiger_folder/modules/. For example, if you have /modules/VTEStore/ you rename VTEStore to VTEStore2, etc... You need to do it for VTE Extensions only.

3. Install extension pack on your vtiger

Problem

While accessing the VTExperts extension pack, users encounter an issue showing cannot connect to the server

Reason

There can be two major reasons because of which the clients CRM is unable to connect with the license panel 1: The license panel's IP is not whitelisted 2: The OpenSSL certificate version of the client CRM is older the 1.0 version

You can also check the version of SSL using the following method

Run:

You see the version "OpenSSL/xxxx" as in screenshot:

If the OpenSSL is old then you need to update it.

To update OpenSSL, run this:

Solution

Tell the client to check the following two things

1: The license panel's IP is whitelisted 2: Check the version of OpenSSL, it should be at least 1.0 version or newer

Problem

On installation of extension pack, some time user face this error, Invalid user ID and it should be resolved in order to use the extension pack Here is a screenshot, how it appears

Reason

This happens because the users data is not saved properly in the fields and causes the issue with extension pack

Solution

First, you have to locate who is the user, whose data is causing the problem. For example in the above screenshot User Id 46 is causing the problem Once, you locate the user associated to that user I.d. Go edit and save the user profile data of that user again and it will It will save the data related to that user again and into the right fields and the error will be resolved

Issue

When installing the extension pack, it shows LBL requirement error and the installation of the extension pack cannot proceed

Here is an image of the LBL reequipment error

Solution

To resolve this issue, the user needs to upgrade the extension pack engine to the latest version

To update the extension pack engine to the latest version, Scroll down to the bottom of extension pack screen. There you upgrade the extension pack engine button Click it and upgrade the extension pack engine

Once the extension pack engine is upgraded. Then click on LBL_Install and the issue will be resolved

Question

What version of PHP can our extension pack run on?

Answer

Currently, only supports php5.3->8.1 because ioncuble loader only supports php8.1.

See below screenshot