Frequently Asked Questions

General Frequently Asked Questions

How to download a licensed package?

WordPress products – All the CRM products are licensed only for a domain or subdomain. Therefore, when mentioning the preferred domain be sure to mention your valid domain name. The package will trigger fatal errors when the domain differs. In the case of any minor mistakes like spelling change, you can contact our support team to get a fresh package. If the entire domain name is different we can’t replace the delivered package.

CRM products – All our CRM products are licensed for a domain or subdomain preferred during license generation. To use the product in your development or test environment you can generate a development package on your own in ‘My Account’ page for the first time. The development package is valid only for only 30 days and for extension of development package, contact support.

To download package

Go to My Accounts → View Orders, Click on ‘Create License Package’ in the download column.
Provide domain or subdomain name. In 5 -10 minutes ‘Create License Package’ link will be replaced with ‘Create License’.
If not refresh the page to see the change.Click on ‘Create License’ to download the package.
The package will be downloaded in your default downloads folder.

Can I use the product in domains other than my preferred domain?

WordPress products:

All our WordPress products are licensed for unlimited domain and it can be used in any domain.

CRM products:

Every CRM products are licensed for a domain or subdomain selected during license generation. To use the product in your development or test environment you can generate a development package on your own in ‘My Account’ page for the first time. The development package is valid only for only 30 days and for extension of development package, contact support.

How to get development license?

Development license can be generated on your own for the first time in ‘My Account‘ page. To generate license

Click on ‘Create Test License’ in the download column.
In 5 -10 minutes ‘Create Test License’ link will be replaced with ‘Download Test/Dev license’.
Click on ‘Download Test/Dev license’ to download the package.
The package will be downloaded in your default downloads folder.

The generated package is valid only for 30 days, to renew the package you can contact our support team.

Why fatal errors triggered during installation?

Domain licensing: The CRM products are licensed only for a domain / sub domain. Installing it in the domain other than the preferred domain triggers an error. It can be fixed by using development license.

To generate development license for the first time visit ‘My Account’ page. You can also renew the licensing by contacting our support team.

ionCube technology: All the products in our store are partially protected by ionCube technology. If the ionCube loader is not enabled in your server, error will be triggered. To fix this issue you need to contact your hosting provider.

Plugin conflict: When both the free and PRO version of the products are activated, errors will be triggered. To prevent plugin conflicts deactivate the free version before activating the PRO version of the plugin.

Where can I find my PHP version and how to verify whether my server has ionCube loader?

You can verify these configurations in your phpinfo.php file. Open your browser and enter “www.yourdomain.com/phpinfo.php”. If it takes you to “Page not found”, you can create the file “phpinfo.php” in your domain root of your hosting server and add the below code using FTP.

< ?php phpinfo(); ?>

How and what are the details required to raise a support?

You can mail us at [email protected] Provide detail description of the problem you are facing. Send us the details of your server ionCube loader,PHP version and domain name along with a screenshot of the error.

You can also share us your FTP/SSH and backend access credentials to get a quick response. If that is not possible create a clone copy of your instance. All the support in queue are handled in First Come First Serve method.

The normal response time is 3 to 24hrs during working days. We work Monday to Friday, 10 AM to 7 PM IST (4.30 AM to 1.30 PM GMT).

How to install ionCube PHP extension in Windows?

The free ionCube PHP loader is required to install and run TestRail on your server. This extension decrypts the protected TestRail PHP files and optimizes their execution. See below to learn how to install ionCube on Windows systems.

You can download the ionCube loader for Windows here (you might need a different version if you didn’t install PHP via the Web Platform Installer):

PHP 5.4 or 5.3
PHP 5.2

After downloading and extracting the files on your server, copy the loader extension for your PHP version (e.g. ioncube_loader_win_5.4.dll) to your PHP’s ext directory (usuallyC:Program Files (x86)PHPv5.4ext or similar). Now activate the extension by adding the following line to your PHP.ini file (adjust the directory accordingly and use two backslashes as directory separator). You must specify the full path to the file. You can find the PHP.ini file in your PHP installation directory (usually C:Program Files (x86)PHPv5.4 or similar):

zend_extension=”C:Program Files (x86)PHPv5.4extioncube_loader_win_5.4.dll”

You can verify that the ionCube loader extension has been successfully installed by running php -v in the Windows Command Prompt (you need to change to PHP’s installation directory in order the execute this command).

The ionCube loader extension is successfully installed if php -v outputs something like this (note the ionCube PHP Loader line):

PHP 5.2.10 (cli) (built: Jun 17 2009 16:06:30)

Note: In order for IIS to be able to load the extension, it might be needed to change the permission of the ionCube extension file. To do this, right-click the file in Explorer, Properties, select the Security tab and add the Users group.

To reload PHP, you now need to restart the IIS web server. The easiest way to do is to restart the World Wide Web Publishing Windows service. You can do this by opening the Services application from the Administrative Tools and restarting the service (note that this restarts all IIS application pools and websites; if you are hosting other websites and applications on this server, you might want to restart the relevant application pool only).

How to install ionCube PHP extension in Unix/Linux?

You can download the relevant ionCube edition for your operating system from ionCube’s website. After downloading and extracting the files on your web server, place the files in a directory of your choice, for example /opt/ioncube.

To activate ionCube, add the relevant ionCube loader extension to your PHP.ini. To do this, make sure to use the zend_extension or zend_extension_ts configuration directives and specify the full path to the extension:

zend_extension=/opt/ioncube/ioncube_loader_lin_5.4.so

If you are using a different PHP version (e.g. PHP 5.3 or PHP 5.5), Make sure to specify the corresponding version of the ionCube loader. For example, for PHP 5.3 you would need to load the ionCube loader as follows instead (note the different version in the file name):

zend_extension=/opt/ioncube/ioncube_loader_lin_5.3.so

If you are unsure which ionCube extension you need to activate for your server system, copy the loader-wizard.php script to your web server directory and access it from your web browser and follow the installation instructions. After installing the extensions, restart your web server to load the newly installed extensions.

You can verify that the ionCube loader extension has been successfully installed by running php -v. Note, though that the PHP command line interface might use a different configuration file than the PHP version that is used by your web server. Make sure that ionCube is activated in all relevant PHP.ini configuration files. The ionCube loader extension is successfully installed if php -v outputs something like this (note the ionCube PHP Loader line):