How to solve a loading issue (pop-up or content)?
Enable debug mode temporarily, preferably on staging, then disable it as soon as you have collected the diagnostic details. Hide passwords, keys and tokens in any information sent to support.
If you get an error while loading content, or when generating a file, we explain you how to proceed to display the exact reason of the error and to send it to us so that we can help you at best and as quickly as possible.
Please take care to read the following steps IN ORDER and especially NOT TO forget to activate de "dev" mode (also called "debug" mode) so that we can help you better and in the shortest possible time.
First of all, you have to enable the "dev" mode (debug mode) to clearly show the cause of the error.
To do that:
In your shop back office, go to:
"Advanced parameters" -> "Performance" -> "Debug mode" section. Select "yes" for the "debug mode" option:
Don't forget to save.
When the error happens, usually you should get a white page with (or without) a text indicating an error:
If it's an error due to the server performance limitation (max_execution_time" or "memory_limit"), the message identifies the limit: Maximum execution time of ... seconds exceeded or Allowed memory size of ... bytes exhausted.
In this case, go to the "How to solve a server performance limitation" section of this FAQ to know how to solve the problem.
If not, this text isn't detailed enought to really understand the reason of the error. It's for that you have to activate the "dev" mode (debug mode), see the previous section.
After you have activated this mode, refresh the page to get the detail of the error :
Make a screenshot of this error and send it to us via our contact form, we will help you continue the diagnosis.
In the case of an error after Ajax request (Internal Ajax Error), during the action being diagnosed:
Right click on the page and select "Inspect":
The development tool console opens. Click on the "Network" tab.
By keeping opened the console, generate the request again (for example if it's an error when a XML file is generated, click again on the file generation button). In the "Name" column, click on the link that appears (it matches the Ajax request that you've just generated):
Open Response to read the returned message. Preview may help display HTML. Also record the HTTP status: even a 200 response may contain an application error.
If you see that it's an error due to server performance limitation (like "Fatal error: Maximum execution time" or "Fatal error: Allowed memory size"), go to the "How to solve a server performance limitation" section of this FAQ to know how to solve this problem. If not, make a screenshot of the error and send it to us via our contact form, we will help you continue the diagnosis.
The messages Maximum execution time of ... seconds exceeded and Allowed memory size of ... bytes exhausted indicate a PHP execution time limit (max_execution_time) and a PHP memory limit (memory_limit) respectively.
Send the full message to your host or administrator to check the effective limits and available resources. An adjustment may be required. If the module offers batch processing, support can guide you; its availability depends on the module.
On shared hosting, available changes depend on the plan. Do not routinely edit config/config.inc.php to impose an hour of execution time and 1 GB of memory: these values are not universal settings and the host may prevent a PHP setting from being changed. The web server can also impose its own timeouts.
After diagnosis, turn debug mode off again under Advanced Parameters > Performance.
The two screenshots use the official Chrome demo and show a failed Fetch request with HTTP404. They demonstrate how to read Network; no module failure was induced.