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A page shows an error or a blank page

Your store never shows PHP errors to visitors. It logs them instead, in two places your admin panel can open. Here is how to find the error behind a broken page, even when the admin panel itself won't load.

The page shows an error reference

When a page breaks, the visitor sees "An unexpected error occurred on our end" with a reference such as ERR-7F3A21C9.

  1. Look it up

    Open Settings Error Tracking and search for the reference. Each error is saved once, with its repeats counted on the same row.

  2. Fix the cause

    The row shows the error and the file and line where it happened. If the file is inside plugins/<name>/, that add-on is the cause: update it, or switch it off on Plugins.

  3. Resolve it

    Mark it resolved once fixed. It reopens by itself if it happens again.

Switch on email alerts on the same page to hear about new errors at your support email. Report-only security-policy notices are kept in their own list there, Security policy reports; nothing was blocked by them.

The page is blank, or shows no reference

Open Settings Security Logs Server errors. It shows the PHP error log. Download log saves the file to send to support. If the page says the log can't be read, give the web server's user read and write access to the file it names.

The admin panel won't open either

Read the log file directly with your host's file manager or a shell:

  • logs/error.log inside your private folder, prizex_private/<site folder>-<id>/ in the folder above your site;
  • or logs/error.log inside your site folder, on a store without a private folder;
  • or, if your host sets its own PHP error log, wherever the host's settings put it.

The newest lines are at the end. When the log grows past 20 MB it's renamed with a date and .bak, and a fresh one starts.

Messages the store shows on purpose

You seeGo to
"PHP version not supported"Your server switched the site to a PHP older than 8.2. Choose PHP 8.2 or newer for the site at your host.
"Temporarily unavailable" with "Activate this installation"Licence and activation problems
A plain-text message about the private folder or the .env fileMove your store: if the store stops with a message
The maintenance pageClose your store for maintenance. After a cut-off update, see If an update goes wrong.

Errors that start after an update

A strip at the top of your admin pages warns when something switched on can't fully run on this site: a plugin that failed while loading, a plugin older than this version supports, or a theme that needs a newer version. Update what it names from Plugins or Appearance Software update. See An add-on or theme won't install or update.

Something wrong or unclear on this page? Tell us at [email protected], or see how to get help.