The fixes below cover most problems with any of our extensions. Each manual also has its own troubleshooting section for things specific to that extension.
Check the basics first
- Versions. Our extensions need Joomla 5.0 or newer and PHP 8.1 or newer (MCP for J and Release Manager need PHP 8.2). You'll find your versions under System → System Information.
- Is it switched on? Plugins must be enabled (System → Manage → Plugins). Modules must be published, in a position your template shows, and assigned to the pages you want (Content → Site Modules).
- Is it the latest version? Many problems are already fixed. See Updating an extension.
The File check shows red or yellow
The File check compares the files on your site with the files we released. You'll find it on a component's dashboard, or in a plugin's or module's settings.
| Message | What it means |
|---|---|
| All files match the released version (green) | Everything is installed as released. |
| Installation incomplete: files are missing or damaged (red) | An install or update didn't finish, so parts of the extension may not work. |
| Files differ from the released version (yellow) | Files changed after a failed update, or someone edited the extension's files directly. |
| This build has no file list (blue) | The installed version is older than the File check. Update to get it. |
Show files lists exactly which files are missing, empty or changed.
The fix for red and yellow: download the same version from cybersalt.com and install it over the top at System → Install → Extensions. Your settings stay. The File check should then turn green.
An install or update keeps failing
If Joomla reports Copy file failed, or the File check turns red again after reinstalling, security software on the server is probably stopping Joomla's installer from writing files. Imunify360 Proactive Defense, used by many hosts, is the usual cause.
- Look in Imunify360's incident log (in cPanel, or ask your host) for an entry at the time of the install.
- Allow that entry. In Imunify360 that's Ignore detected rule for this file.
- Install the zip again.
If you don't have access to Imunify360, send your host the time of the failed install and ask them to check.
Changes don't show on the site
Something is probably showing an older, cached copy of the page.
- Joomla: System → Clear Cache, then Delete All.
- Your host's cache: on SiteGround, Joomla's Clear Cache doesn't empty SiteGround's own cache. Purge it as well (our SiteGround Cache plugin adds a button for this). Other hosts with their own cache work the same way.
- Cloudflare or another CDN: purge the cache in its dashboard.
- Your browser: reload with Ctrl+F5 (Cmd+Shift+R on a Mac).
A security extension blocks requests
Firewall extensions such as RSFirewall, Admin Tools or Securitycheck can block requests they don't expect, with a 403 Forbidden or Malware detected message. With MCP for J this usually means the firewall is blocking /api/index.php/v1/mcp. Allow that address in the firewall's settings (in RSFirewall, add it to Skip Filtering).
A Pro update says it isn't available
The site isn't linked to your cybersalt.com account, or the membership has lapsed. See Pro extensions: linking your site.
Still stuck?
Send us the details and we'll take a look: Getting help.