Occasionally, you may encounter an error or unexpected behavior in Sugar such as the page not loading properly. This article will go over some high level troubleshooting tips based on common symptoms.
If the application returns a blank page or portions of the page (e.g. the footer) fail to load, this is indicative of an error that either halts or prevents the execution of one or more of the PHP scripts.
On-Demand clients can file a case with the Sugar Support team for assistance if they experience issues with the page not loading properly.
On-Site customers need to contact their system administrator to check the PHP error logs. The error log configuration is specified in the PHP configuration file (php.ini). System administrators should investigate for any PHP errors that could be causing the page to not load properly in Sugar.
The steps below will go over troubleshooting methods that On-Site system administrators can take assuming some familiarity with PHP, but will only cover common and relatively simpler symptoms. If the system administrator requires further assistance in diagnosing or troubleshooting the problem, they can file a case with the Sugar Support team or contact their SugarCRM partner, if applicable.
If errors are not being logged or displayed on the page, verify the following in the PHP configuration file (php.ini):
- “display_errors” is enabled
“error_log” is enabled and “log_file” is set to a valid path and file
In either case, “error_reporting” should be set to “E_ALL & ~E_NOTICE”. Be sure to restart PHP after saving any changes to the PHP configuration file. For more information on PHP error handling, please refer to PHP Error Handling Configuration and PHP Error Handling Constants.
- “display_errors” is enabled
- Look for fatal compile-time or run-time errors generating when the blank or partial page load occurs. The errors should indicate a file and line number where the error(s) occurred.
- If the file mentioned in the error is located inside the ./cache/ directory, temporarily move or rename the file. Sugar will automatically rebuild these files if and when it is needed.
- Test to see if the page loads properly in Sugar.
- After testing, if the file is not automatically rebuilt and renaming the file had no visible effect on the issue, restore the file in the ./cache/ directory.
- If the file is not located inside the ./cache/ directory or Step 3 did not resolve the issue, open the file in a text editor or IDE.
- Examine the line of code preceding the line number of the error and verify its syntax. Also verify that any data structure definitions containing this line of code and the line of the error are also free from any syntax or logical errors.
- If any code changes are made, save the file and test to see if the page loads properly again.
If the code generating the error references another file, check to see if the referenced file exists and has the appropriate permissions for the webserver user. For more information on SugarCRM application file permissions, please refer to the articles Required File System Permissions on Linux or Required File System Permissions on Windows With IIS.
If the file is missing, compare a stock instance of the same version of Sugar and see if the file exists there.
If the file exists in the stock instance, copy the file from stock and test the issue again.
If the page continues to fail loading properly after going through the above steps, please file a case with the Sugar Support team or contact your SugarCRM partner for further assistance.