Most “it does not work” moments have one of a few causes. Each answer below lists the likely causes in the order you should check them, with the fix for each. Questions about Booking, the shop and payments have their own FAQ pages.
Other FAQ pages
Booking FAQ · Store (TruCommerce) FAQ · Payments FAQ · Troubleshooting
Between your change and a visitor sit up to four caches. Check them in this order:
| Possible cause | What to do |
|---|---|
| Your browser cache | Hard-refresh (Ctrl+F5, or Cmd+Shift+R on a Mac) or open the page in a private window. If the private window shows the new version, it was only your browser. |
| The page (response) cache | Open Settings → Cache. If Enable Response Cache is on, finished pages are kept for the Cache Lifetime (7 days by default). Choose Clear Cache, then reload. TruCMS clears affected pages automatically when you save most records, but not for every kind of change. |
| A CDN or proxy in front of your site | Purge the CDN cache in its own dashboard (see the CDN section of Cache). Files such as images and stylesheets are the usual culprits. |
| The theme stylesheet | For colours, fonts and spacing: Theme Options → Advanced Settings → Regenerate Theme CSS. |
| Data-bound page sections | Sections that show a provider, service, product or post refresh when the record changes, and again every hour. Check the scheduler is running (see Scheduled Tasks) and re-save the page in the Page Builder. |
| You edited the wrong language | On a multilingual site each language has its own version. Check the language tab or flag. See Multilingual Content. |
Colours are compiled into a stylesheet, then cached in several places. Work through these:
| Possible cause | What to do |
|---|---|
| The theme stylesheet has not been rebuilt | Theme Options → Advanced Settings → Regenerate Theme CSS. |
| The page cache serves an older page | Settings → Cache → Clear Cache. |
| Your browser holds the old stylesheet | Hard-refresh, or test in a private window. |
| A CDN holds the old files | Purge the CDN. |
| The page has its own header or colours | A page can override the header colour in its Page Settings. Set it back to Default. |
| An element has a colour of its own | Sections inserted from the Template Library or custom code in Settings → Integration can fix a colour. Edit the section, or remove the custom rule. |
| The import ran in keep mode | Keep mode adds the template next to your existing content and leaves your settings as they are. Run the import in replace mode if you want the template’s look. See Website Templates. |
| Possible cause | What to do |
|---|---|
| The editor is showing an older stylesheet | Reload the editor after saving Theme Options. |
| The public page is cached | Clear the cache. |
| Page Settings change the header | Header options of the page apply on the public site only. |
| Possible cause | What to do |
|---|---|
| The import was in keep mode | Menus and page roles are assigned in replace mode. In keep mode choose the menu in Theme Options and the pages in Settings → Page Setup yourself. |
| You do not have the permission | Importing needs the import website templates permission. |
| A cache serves the old home page | Clear the cache. |
The layout is marked Premium. Choose one without that badge, or upgrade your license. See Template Library in the Builder.
| Possible cause | What to do |
|---|---|
| The file is too big or not a TruCMS package | Only packages created by TruCMS (Export as package) are accepted; see the size limits in Template Packages. |
| Too many imports in a short time | Wait a minute and try again. |
| The staged upload expired | An uploaded package is kept for about an hour. Upload it again. |
| Possible cause | What to do |
|---|---|
| There is nothing to show | No published posts, no active services, no products matching a filter. Check the block options. |
| The plugin is off | Booking and shop blocks need their plugin to be active. |
| A required choice is empty | Select the service, product or form in the block’s Settings. |
| Possible cause | What to do |
|---|---|
| It is inactive | Switch it on in Advertisements. |
| It is not placed anywhere | Add the Advertisement widget to a widget area, or the Advertisements block to a page. See Advertisements. |
| A browser extension blocks it | Ad blockers hide some banners. Test in a clean browser. |
| The page is cached | Clear the cache. |
Check these in order:
| Possible cause | What to do |
|---|---|
| Mail settings are wrong | Open Settings → Mail, check host, port, encryption, username and password and send a test message. |
| The message is in spam | Ask the recipient to check spam, and set up SPF and DKIM for your sending domain with your mail provider. |
| The sender address is not allowed by your mail provider | Use a sender address on a domain you own and have verified with the provider. |
| Background processing is on but no worker is running | If you moved sending to the queue, a worker must be running. See Queue & Background Jobs. |
| The mail driver is set to log or array | Those drivers do not send anything. Choose SMTP or your provider. |
Ticket answers are sent by email and shown in the customer’s account notifications. Check mail settings and the queue as above. The support team itself is not emailed when a ticket arrives; look in Open Tickets.
| Possible cause | What to do |
|---|---|
| Wrong email or password | Use Forgot password on the admin sign-in page. |
| Two-factor code rejected | Check the time on your phone is set automatically. If you lost the phone, another administrator can reset your access. |
| The account is inactive or in the trash | Another administrator can reactivate it in Users. |
| Too many attempts | Wait a few minutes and try again. |
Menus follow permissions. Check, in order: the plugin is active in Plugins; your role includes the permission (Roles & Permissions); you reloaded the page after the role changed.
| Possible cause | What to do |
|---|---|
| Registration is switched off | Turn off Disable Auth in Settings → General. |
| The verification email never arrives | See the email questions above. |
| The default role has no access to what they need | Check Default User Role. |
They are listed in Settings → Page Setup, and marked next to the title in the Pages list.
| Possible cause | What to do |
|---|---|
| The page is switched off | Pages have a Page Status switch. Turn it on. |
| The slug changed | Use the new address, and update links that point to the old one. |
| Another page uses the same slug | Slugs are unique across pages and posts. |
| The language is off | A translated address works only while its language is active. |
| Possible cause | What to do |
|---|---|
| The blog page is built with the Page Builder | Its Blog Cards block decides what is shown: check its category filter and number of posts. |
| Page cache | Clear the cache. |
| The post is in the second page of results | Use the page numbers. |
New pages are not added to menus automatically. Add the page in Menus, and make sure the menu is the one assigned to the header.
Only signed-in visitors can comment, and a comment appears immediately. If the form is missing the visitor is not signed in. See Blog Posts.
| Possible cause | What to do |
|---|---|
| The interface text is not translated | Translate the phrases in Translations and Publish. |
| The page content has no translation | Add it from the Pages list (the + under the flag). |
| Possible cause | What to do |
|---|---|
| No page cache | Turn on Enable Response Cache in Settings → Cache. |
| Large pictures | Upload pictures at the size they are shown. Very large photos slow every page. |
| Many sections with motion effects | Cinematic and animated sections are heavy on phones. Use fewer, or choose reduced animation in Theme Options. |
| Slow hosting | Ask your host about PHP version and memory, and use the latest PHP supported. |
Check the single cron entry exists and runs every minute, and that its PHP path is right. See Scheduled Tasks.
Back up all files and the database, update during a quiet time, and follow Updating TruCMS. Apply Patches the same way. After an update, clear the cache and (for translations) use Import in Languages.
| Possible cause | What to do |
|---|---|
| The database details changed | Update them in the site configuration file. |
| The files are not writable | The storage and cache folders must be writable. See Preparing Your Server. |
| Pictures are missing | Run Link Storage in Settings → Advanced, and copy the uploaded files. |
| The cron job is missing | Add it again. See Scheduled Tasks. |
| PHP is older | TruCMS needs PHP 8.4 or later. |
Uploads are saved under the site’s storage folder, or on the cloud storage you choose in Settings → Uploading. Include them in every backup.
Troubleshooting · Booking FAQ · Store FAQ · Payments FAQ · Cache