SugarCRM SupportKnowledge BaseTroubleshooting


The Troubleshooting section includes topics covering various issues, solutions, and troubleshooting techniques for Sugar.


  • About PHP Notices, Warnings, and Errors

    PHP provides various levels of feedback to developers in the form of notices, warnings and on occasion errors. Some of these can be ignored and are only used to inform programmers of best practices (and violations there of) and others, such as errors,

  • Changing the Behavior of Quicksearch Autofill Fields

    When managing records in Sugar®, some fields pertain to a relationship and as you type text in the field, a search is performed to find relevant matches. On high-performance systems, this method of querying can lead to unintended results because the query returns quickly before the user has finished typing the full string they wish to search.

  • Clearing Browser Cache

    Sugar uses your internet browser's cache to optimize page-load speeds and general performance by saving and reloading visited pages instead of pulling the same data over and over again each time you revisit a page or site. If you tend to open Sugar pages in multiple tabs, frequently update records, or make system-wide changes, you run the risk of viewing a cached version of Sugar and not seeing the most recent changes. When you experience unexpected behavior in the application, try clearing your cache as a first defense.

  • Introduction to Sugar Logging

    Sugar® has the ability to constantly log information about its actions depending on the logging level the administrator has chosen. When an issue or unexpected behavior is encountered while using Sugar, the Sugar log can be a valuable source of insight. While it is recommended to leave the logging level at "Fatal" for daily use, the level can be adjusted as necessary when attempting to troubleshoot a particular issue.

  • Introduction to the Diagnostic Tool

    The Diagnostic Tool in Sugar® allows you to capture your system's configuration in order to help diagnose problems in your Sugar instance. This tool collects basic system information regarding Sugar along with server configuration details and places it into a zip file on the server. You can download the zip file to analyze the contents and send to the Sugar Support team if required to troubleshoot an issue.

  • Performing a Quick Repair and Rebuild

    The Quick Repair and Rebuild function in Sugar® allows administrators to perform common maintenance routines in their Sugar instance. The Repair menu is available only to system administrators and can be accessed by navigating to Admin > Repair.

  • Troubleshooting Being Unable to Log In to Sugar

    When I attempt to log into Sugar, I cannot log into the system. There is no error message. If I switch browsers or empty my cache, then I am able to log into Sugar. Why does this problem occur?

  • Troubleshooting Blank Pages and Partial Page Loads

    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.

  • Troubleshooting Broken Icons and Buttons

    Upon logging into your instance, you see that the icons are not displaying correctly in the admin area or that the "next page" button in a module does not work or is showing the wrong icon.

  • Troubleshooting Cross-Site Forgery Messages

    While attempting to access a Sugar® page, you see the following error message: "Possible Cross Site Request Forgery (XSRF) Attack Detected".

  • Troubleshooting Database Errors

    While using Sugar, you may occasionally encounter a database error or unexpected behavior. This article will go over how on-site clients can recognize symptoms of database errors, locate the database errors, and common solutions to resolve the issue. On-demand clients should file a case with the Sugar Support team for assistance in troubleshooting any database errors.

  • Troubleshooting Errors With Print or Email as PDF

    When attempting to print or email as PDF in a quote or report, you may get a blank page or see the following error message: "There was an error with your request".

  • Troubleshooting Incorrect Record Count

    An incorrect count is shown when selecting "All records" as well as in a module's listview count.

  • Troubleshooting Insecure Content Warnings

    Use the section below to provide a short description of the problem. This section is used by other pages to provide an abstract of this page.

  • Troubleshooting Internal Server Error 500 or Page Cannot Be Displayed

    Attempting to access a SugarCRM page results in one of the following errors:

  • Troubleshooting Knowledge Base Folder Browsing

    A user is unable to browse the Knowledge Base tree past the parent tags. An error message is not always returned, but may include one of the following:

  • Troubleshooting Knowledge Base Tag Browsing

    The Knowledge Base Tag Browsing window hangs when attempting to expand a tag. A spinner icon appears next to the tab being expanded but nothing else happens.

  • Troubleshooting Latency Using Traceroute

    Traceroute is a commonly used network tool that helps identify bottlenecks in speed and connectivity when experiencing issues connecting to a website or server from a computer. Traceroute tracks the route packets taken from an IP network on their way to a given host. It utilizes the IP protocol's time to live (TTL) field and attempts to elicit an ICMP TIME_EXCEEDED response from each gateway along the path to the host. This article covers using traceroute to test latency issues when connecting to your Sugar® instance.

  • Troubleshooting Missing Modules

    In Sugar, when stock or custom modules do not appear within the navigation bar, they may have been hidden from view via Admin > Display Modules and Subpanels. Administrators have the ability to control which modules are hidden or displayed in the Sugar instance. Also, certain stock modules are automatically hidden by default.

  • Troubleshooting Network Performance

    If you are experiencing issues with latency or uploading files, you can troubleshoot your internet connectivity using this article.

  • Troubleshooting PCRE Issues

    Beginning with PCRE version 7.2, PCRE interprets /h as a horizontal whitespace character while prior to 7.2, it was interpreted as the letter "h". For more information regarding the /h character, please refer to the resources. Using PCRE versions prior to 7.2 may cause an issue where characters are not recognized properly. In addition, you may also encounter an error or unexpected behavior in Sugar® such as the page not loading properly due to AJAX or JavaScript errors. This article will go over some possible solutions in troubleshooting PCRE issues.

  • Troubleshooting PDF Values With Non-English Language

    When deploying Sugar, the PDF engine only has the capability to display specific characters. This article covers how to add additional language support for PDF rendering.

  • Troubleshooting Query Limits

    As more records are added to an instance, errors like this may begin to appear for non-admin users: "Query limit of XXXX reached for Calls module"

  • Troubleshooting Sugar Logging Out Unexpectedly

    While utilizing Sugar, users may be unexpectedly logged out of the system. This article covers several reasons that the browser may automatically log a user out as well as some high-level troubleshooting tips.

  • Troubleshooting Uploading Large Files

    Attempting to upload a large file to a SugarCRM module fails; the page may simply continuously load, or fail with "file too large" type of error.

  • Troubleshooting php_error_after_api Error Responses

    When developing with Sugar, you may experience an API request returning a 500 error of php_error_after_api. The request's response will be as follows:

  • Using Private Browser Sessions to Troubleshoot

    There may be occasions where you experience unexpected behavior in the Sugar® application. Accessing Sugar using your browser's privacy mode and checking if the issue persists can help you determine the source of the problem. A browser's privacy mode opens a new browsing session which has no access to cached data, cookies, or history. In addition, it disables all plugins, extensions, and add-ons for the browser, allowing you to access your Sugar instance using a completely clean browser. This article will cover how to access the privacy mode when troubleshooting via the various supported browsers in Sugar.

Last modified: 08/31/2016 03:56pm