Troubleshooting

Start with Configuration › Maintenance › Health. It checks the database, migrations, the scheduler, the queue, outbound mail, backups, disk space, writable paths and the live chat websocket, and says how to fix what it finds. A check that could not run says "unknown" rather than showing green.

Every page shows a server error

• File permissions. The web server user must be able to write to the app's storage and bootstrap/cache directories. A log file created by another user, for example by running a command as root, can block every page. Fix the ownership and try again.
• Disk full. Check free space. The Health screen warns before it runs out.
• After an update, check that the database migrations ran. The Health screen's migrations check shows any that are missing.

Emails are not arriving

1. Check the queue on the Health screen. Notification emails are queued. If the queue worker is stopped, nothing is sent.
2. Open Mail Queue and read the error on any failed message. Fix the cause, then retry.
3. Send a test email from Diagnostics to prove the SMTP connection.
4. If mail is sent but lands in spam, check SPF, DKIM and DMARC for your sending domain.

See Email setup.

Client emails are not becoming tickets

• Check that email-to-ticket is turned on in the mail settings.
• Check the IMAP host, port, credentials and folder.
• Check that the scheduler is running. The mailbox is read every minute by the scheduler.
• If tickets are created but land in the unassigned inbox, add the client's email domains to their client record. See Email to ticket.

Scheduled work is not happening

Recurring tickets, billing runs, reminders, SLA warnings, backups and monitoring sync all need the scheduler. If none of them run:

1. Check that the cron entry exists and runs every minute as the web server user.
2. Check the scheduler on the Health screen. It shows when the scheduler last ran.

SLA deadlines look wrong

• Check the timezone under Configuration › General › Localization.
• Check your opening hours. Business-hours contracts only count time when you are open.
• Check the client's contract: the targets and whether it is business hours or 24/7.
• Paused time moves deadlines out. Check how long the ticket spent waiting.

See Priorities and SLAs.

Live chat or live updates are not working

Chat messages and live updates use a websocket server. Check the live chat websocket on the Health screen and make sure its service is running. Also check that your web server passes websocket connections through.

Monitoring data is missing or old

• Check the NetLock connection with Test on the integrations screen.
• Check the RMM tenant list for organisations not yet mapped to a client.
• Start a pull from the monitoring screen and watch for errors.

See RMM and monitoring.

Online payments are not marking invoices paid

• Check that the provider's webhook points at your install and that the signing secret is saved. Without the secret every payment webhook is refused.
• Look for rejected webhooks in the audit log.

See Payments and reminders.

A user is locked out

• Too many wrong two-factor codes: the account unlocks after the cooldown, 15 minutes by default.
• Lost their authenticator: they can sign in with a recovery code, or with a second method they registered, such as a passkey or an email code.
• Their IP address was blocked: automatic blocks expire. An administrator can remove a block from the security screens.

Still stuck

Open a support ticket from your account at account.cvntechnologies.com. Include your CVN PSA version, what you did, what you expected and what happened, and any error from App Logs. Support tickets need an active update year. See Licences, domains and renewals.