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Troubleshooting ​

Diagnostic steps and solutions for common issues in GST Manager for AcelleMail. For verbatim on-screen messages, see the Error reference.

Activation fails with an ionCube message ​

Symptom: Activation halts with "ionCube Loader required. Contact support@relyweb.co".

  • Root cause: The active PHP environment lacks the required ionCube Loader extension.
  • Resolution:
    1. Install ionCube Loader 13.0.2 or newer matching your active PHP version.
    2. Add zend_extension=ioncube_loader_lin_...so to your active php.ini.
    3. Restart PHP-FPM and web server services.
    4. Return to Admin → Plugins and reactivate the plugin.

See Requirements.

Only the License page shows — everything is locked ​

Symptom: Admin menu links collapse to the License tab, and direct URLs redirect with access warnings.

  • Root cause: The plugin lacks an active license validation binding.
  • Resolution:
    1. Navigate to GST Manager → Plugin Settings → License.
    2. If entering a new key, paste it and click Activate.
    3. If previously licensed, click Re-activate to refresh domain, IP, and installation path bindings.
    4. If validation continues failing, confirm outbound HTTPS connectivity to the licensing server.

See Licensing.

GSTIN is not accepted ​

Symptom: Entering a GSTIN displays the error message "GSTIN is invalid."

  • Root cause: Value failed 15-character statutory format rules (State Code + PAN + Entity Code + Z + Check Digit).
  • Resolution:
    • Verify formatting adheres to standard structure (e.g. 22AAAAA0000A1Z5).
    • Confirm the state code matches the customer's registered state.
    • Re-enter the number until the green confirmation "GSTIN format is valid." appears.

See GSTIN validation.

Tax isn't added to totals, or the GST PDF isn't showing ​

Symptom: Orders bill pre-tax subtotals, or invoice downloads render stock AcelleMail layouts.

  • Root cause: Core hooks are missing, or the plugin is deactivated.
  • Resolution:
    1. Verify the plugin is marked Active under Admin → Plugins.
    2. Visit GST Manager → Dashboard to trigger automated hook re-application.
    3. If a warning banner appears indicating permission issues, run the manual CLI patcher over SSH.
    4. Clear Laravel view and route caches:
      bash
      php artisan view:clear && php artisan route:clear

See Apply the core hook points.

{Bank_Details} tag is not replaced ​

Symptom: The literal string {Bank_Details} prints in payment instructions instead of formatted bank accounts.

  • Root cause: Gateway lacks instructions configuration or bank blocks are not defined.
  • Resolution:
    1. Navigate to GST Manager → Setup → Bank Details and populate default banking fields.
    2. Open your configured Offline Payment Gateway in AcelleMail.
    3. Ensure {Bank_Details} (case-insensitive) is present in the Payment Instruction field.

See Invoice identity and bank details.

In-place update fails to install ​

Symptom: Clicking Update now halts or displays an update error.

  • Root cause: Network connectivity issues, file write permission restrictions, or expired support plan.
  • Resolution:
    • Support plan expired: Renew Support & Updates coverage via your Relyweb client portal.
    • Automated rollback: GST Manager automatically restores pre-update database snapshots on failure.
    • Manual installation: Download release ZIP from your account and upload via Admin → Plugins → Upload Plugin.

See Updating.

Integrity panel reports 'Sync required' ​

Symptom: The Integrity & Updates tab displays "Sync required" with a list of modified files.

  • Root cause: Local plugin files differ from recorded baseline checksums.
  • Resolution:
    • Expected update/edit: Enable Auto-Sync on Admin Page Load to automatically update baseline signatures.
    • Unexpected modification: Re-deploy a pristine plugin package to restore original files.

See File integrity.

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