vTiger Customer Portal Troubleshooting & Errors
vTiger Customer Portal is a great addition to the CRM, however there are a lot of things that can go wrong during the setup & install. Some of it are just user errors and some of them can be environment(server) related.
Please Enter a Valid Username and Password
This is most likely caused by one of two things:
- You’ve copied the password and it contains some spacial characters within your clipboard – try typing it in manually.
- The password is not correct, you can lookup the username/password directly in the database. The table to look at is ‘vtiger_portalinfo‘.
Could not connect to server. Please contact the administrator.
This is the most common vTiger Customer Portal issue that comes up. Few things might have gone wrong:
PHP Soap Extension
Make sure that PHP SOAP extension is installed. It is critical to have the extension installed, if it’s not there – the vTiger Customer Portal will not work. You can check if it is installed by looking a the phpinfo.php file. If you are on Shared Hosting – check with your hosting provider to make sure it is enabled.
$Server_Path is not “valid”.
The error “Could not connect to server. Please contact the administrator.” is mostly caused by conflict in the $Server_Path(PortalConfig.php) and $site_URL(config.inc.php). If you look at the vTiger Customer Portal Setup & Configuration guide – you will notice that the variables are set as follows:
$Server_Path =”http://demo.vTigerExperts.com/vtigercrm”;
$Authenticate_Path =Â “http://demo.vTigerExperts.com/vtigercrm/portal”;
$PORTAL_URL = ‘http://demo.vTigerExperts.com/vtigercrm/portal’;
$Site_URL =’http://demo.vTigerExperts.com/vtigercrm’;
While trying to authenticate via SOAP you might run into an issue where it will not allow you to login. The work around is to change the $Server_Path to Internal or External IP. In this case I would set it as:
$Server_Path =”http://192.168.10.55/vtigercrm”;
That will allow PHP SOAP module to use another IP to connect to the vTiger Customer Portal.
Not Receiving Customer Portal Email?
vTiger Customer Portal Email is triggered by workflow. Please check your workflows and make sure you did not delete or disable the workflow which sends out the email with Username/Password.
In addition, you have to make sure that you Outgoing Email Settings are configured properly and working, otherwise again the email will not go out to the customer.
Customer Portal Details Block is not there
In few rare cases, after vTiger installation the “Customer Portal Details” block was not visisble. Those fields are hidden/set inactive in the Field Editor. To unhide the fields, go to CRM Settings > Modules > Contacts > Edit Fields, then check each block for inactive fields and you should be able to find “Portal User”, “Support Start Date”, “Support End Date” fields and reactivate them.
vTiger Customer Portal Demo
We’ve setup a public demo, you can check it out at our vTiger Customer Portal Demo page.
Still having problems?
If you still can’t get the vTiger Customer Portal up and running – feel free to contact us at support@VTExperts.com and we’ll help you out. We can also do a complete customer portal setup for you.
19 Comments
Olá, estou enfrentando problemas com o Portal do Cliente vTiger, ele está hospedado no servidor compartilhado do Hostgator. não consigo logar no Portal, aparece a mensagem ” Could not connect to server. Please contact the administrator. ” não sei mais o que fazer… Já alterei a linha Server Path.. e também o suporte da Hostgator disse que está instalado a extensão PHP SOAP…
Poderia me ajudar?
Customerportal does not work in Hostgator , shared server ? Follow all instructions and still continues to information “Could not connect to server . Please contact the administrator . ”
Any tips ?
Guys please can you help
I have been trying to install vTiger 6.1 on my CentOS Server and keep having the same following issue.
Installation goes fine however after i login and choose all Features ” Select All ” then i get to a page ” Almost There ”
When i click on ” Get Started ” I KEEP GETTING THE OPTION TO DOWNLOAD THE ” index.php ” File
The vTiger 6.1 System does not allow me to go further than this point.
I have changed the ” config.inc.php ” File eg:
$site_URL = ‘http://192.168.0.100/vtiger610/’;
TO
$site_URL = ‘http://192.168.0.100/vtiger610’;
It still gives me the same problem
Please any help greatly Appreciated
Try clearning your cache or using different browser. Make sure you are accessing vTiger from the same url as you set in $site_url.
For some reason I am unable to log out of customer portal in v6.2.0. Using a test contact that I have set up.
Otherwise it works fine. Any ideas? The dropdown in the upper right where log out should be is unresponsive when I click on it. It is displaying the email address (user ID).
Resolved. It was an internet/router issue. My apologies.
Solved errore “couldn’t connect server…”
i had change php version on host “aruba”
this work only with 5.3.29 for me.
now i have new error: illegal request.
i work on this issue and make update
Make sure your $site_url is still correct (in config.inc.php)
Hi, im using the lastest vtiger 6.3 and i configure the files, but i still receive this error… when im traying to access to the portal..
any suggestion? thanks for your comments.
Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator, webmaster@tecnovacancun.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.
More information about this error may be available in the server error log.
Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Apache/2.2.29 (Unix) mod_ssl/2.2.29 OpenSSL/1.0.1e-fips mod_bwlimited/1.4 Server at tecnovacancun.com Port 80
It took a few attempts to figure this one out… But I had the same issue.
I am running Ubuntu 14.04 and I had PHP 5.5 with all the extensions as required. I installed php-soap as suggested by the vtigercrm documentation. Nothing fixed the problem.
Here is the fix:
1.) Edit your php.ini file (mine was in /etc/php5/apache2/php.ini)
2.) Find the line “display_error = On” –> Change it to “display_error = Off”
3.) Save your php.ini file.
4.) Restart Apache (/etc/init.d/apache2 restart)
Side note:
If you have DNS resolution for your server, be sure to use the FQDN in both the ./config.inc.php and ./portal/PortalConfig.php files. If you don’t have full DNS resolution, use the IP address of the server in all 4 fields.
eg.
[PortalConfig.php]
$Server_Path = “http://crm.yourdomain.com”;
$Authenticate_Path = “http://crm.yourdomain.com/portal”;
[config.inc.php]
$PORTAL_URL = ‘http://crm.yourdomain.com/portal’;
$site_URL = ‘http://crm.yourdomain.com/’;
@wboyone
Thank you. That totally worked…I changed the php.ini to display errors to ‘off’.
Hello,
I always play around for a while on things before posting questions but now I’m really at a loss.
I successfully installed vTiger CRM 6.4 and Customer Portal. I know Customer Portal works (though I haven’t tested much, creating tickets, and viewing different items) and I used the email_id and password from vtiger_portalinfo to get it because I can’t receive my Customer Portal Login Details email.
I receive an email (as assignee to the contact) that the contact has been created
the user gets created in the vtiger_portalinfo table
my cron is setup and I see all my worklows started in the “Scheduler” section
my Outgoing Server is setup (obviously since I did it and I receive my other emails)
I also set up my config details with a Helpdesk email address and Reply To address (which is the same)
I made sure that the Contact Primary email adress was different than any of my User/Organization. etc email adress in vTiger CRM (just in case)
I even created a new workflow (additionally to the one already there) with conditions: PortalUser enabled, Start and End date contains something and Primary email contains “@” and used the ToDo SendLoginDetails function (builtin) but I still get no email to my Contact’s Primary email address.
If anyone has a solution for this, please let me know.
Jon
Hello, in the portal config it is not showed the option of customization (Portal Home Layout). How can I enable it?
I’m using vTiger 6.4
Hello we are using vtiger 6.4 open source and when we tried to activate the customer portal there are differences between what we see and what is shown in the vtiger wiki: https://wiki.vtiger.com/vtiger6/index.php/Customer_Portal.
Essentially we do not see all the functions of the Portal Home Layout like: Records visibility, Related Information and Record Permission .
Are we missing something? Can You please help us?
That is correct, the portal that is on the ‘ondemand’ vtiger is different than open source.
I will contact you via email regarding those features.
Thanks
Hello I have the following error when logging into the customer support link :
Warning: Illegal string offset ‘user_name’ in /usr/www/users/forbtechcd/portal/portal/CustomerAuthenticate.php on line 50 Warning: Cannot modify header information – headers already sent by (output started at /usr/www/users/forbtechcd/portal/portal/CustomerAuthenticate.php:50) in /usr/www/users/forbtechcd/portal/portal/CustomerAuthenticate.php on line 94
@Pierre – please disable all warnings in config.inc.php, portalconfig.php and php.ini – it appears that the warning is breaking the portal
Let me know if that helps.
Hi there
Thanks for the guide, it really helped!
I am running into one minor problem.
When I (manually) send the mail for the customer credentials, I receive the following:
“Dear $contact_name$,
Thank you very much for subscribing to the vtiger CRM – annual support service.
Here is your self service portal login details:
User ID : $login_name$
Password: $password$
$URL$”
It does not mention the actual credentials. Anyone know how to fix this?
You need to use workflow to send that email