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Troubleshooting

This page covers common issues and solutions for the Account Planning module.

Module Not Showing / Not Activeโ€‹

Symptom: Account Planning does not appear in the menu, or it shows as inactive.

Solutions:

  1. Activate the module โ€“ Go to Setup โ†’ Modules, find Account Planning, and activate it with your purchase code.
  2. Check permissions โ€“ Ensure your staff role has at least View permission for Account Planning.
  3. Clear cache โ€“ Clear your browser cache and reload the page.
  4. Verify installation โ€“ Re-upload the module ZIP if the files are missing or corrupted.

419 Page Expired When Submitting Formsโ€‹

Symptom: When you submit a form (e.g., meeting note, competitor), you get "419 Page Expired" or similar.

Cause: CSRF (security) token mismatch-often because the page was open too long or the session expired.

Solutions:

  1. Refresh the page and try again.
  2. Log out and log back in, then retry.
  3. Ensure your session timeout in Perfex is not too short (Setup โ†’ Settings โ†’ General).
  4. Do not open the same form in multiple tabs.

Reminders Not Sendingโ€‹

Symptom: Staff do not receive email reminders for plan tasks.

Solutions:

  1. Enable reminders โ€“ Settings โ†’ Account Planning โ†’ Enable email reminders.
  2. Set reminder days โ€“ e.g., 3 days before deadline.
  3. Configure cron โ€“ The cron job must run regularly. Go to Setup โ†’ Settings โ†’ Cron Job and add the URL to your server's crontab.
  4. Check task assignee โ€“ Tasks must have a Person In Charge (PIC) to receive reminders.
  5. Check Perfex email โ€“ Ensure Perfex can send emails (Setup โ†’ Settings โ†’ Email).

Recurring Plans Not Auto-Creatingโ€‹

Symptom: Completed plans are not copied to the next period automatically.

Solutions:

  1. Enable recurring โ€“ Settings โ†’ Account Planning โ†’ Auto-create next period for completed plans.
  2. Configure cron โ€“ Same as reminders; the cron must run (e.g., daily).
  3. Check date โ€“ Monthly runs on the 1st; quarterly runs on 1st of Jan, Apr, Jul, Oct.
  4. Check plan status โ€“ Only Completed plans are copied.
  5. Check for duplicates โ€“ The system skips clients that already have a plan for the new period.

Client Portal Not Showing Plansโ€‹

Symptom: Clients log in but do not see Account Planning or any plans.

Solutions:

  1. Enable client portal โ€“ Settings โ†’ Account Planning โ†’ Enable client portal view.
  2. Check client โ€“ Ensure the plan is linked to the correct client.
  3. Check plan status โ€“ Some setups may hide draft plans from clients; verify which statuses are visible.
  4. Client login โ€“ Ensure the client is logging in with the correct account.

Unserialize Error on Project Viewโ€‹

Symptom: When opening a project created via Quick Create Project, you see an "unserialize()" error.

Cause: Older versions stored project settings incorrectly. This has been fixed in module updates.

Solutions:

  1. Update the module to the latest version (includes a migration fix).
  2. If the error persists, contact support-a database fix may be needed for existing projects.

MindMap / TinyMCE Not Loadingโ€‹

Symptom: The MindMap or rich text editor does not appear or shows a blank area.

Solutions:

  1. Refresh the page โ€“ Sometimes assets load slowly.
  2. Check browser console โ€“ Look for JavaScript errors (F12 โ†’ Console).
  3. Disable browser extensions โ€“ Ad blockers or script blockers can interfere.
  4. Try another browser โ€“ Rule out browser-specific issues.
  5. Check file permissions โ€“ Ensure the modules/accountplanning/assets folder is readable by the web server.

Webhooks Not Firingโ€‹

Symptom: Your webhook URL is added but no requests are received.

Solutions:

  1. Test the URL โ€“ Use a service like webhook.site to verify the URL works.
  2. SSL verification โ€“ If using a self-signed or test URL, enable "Disable SSL verification" in Settings.
  3. Firewall โ€“ Ensure your server can make outbound HTTP requests to the webhook URL.
  4. Check events โ€“ Webhooks fire on plan create, update, and delete. Create or edit a plan to test.

Export PDF / Excel Failsโ€‹

Symptom: Export button does nothing or shows an error.

Solutions:

  1. Check permissions โ€“ You need View permission.
  2. Large data โ€“ Very large plans or tables may timeout; try filtering to fewer plans.
  3. Browser โ€“ Try a different browser or disable pop-up blockers for the export.
  4. Server โ€“ Check PHP memory limit and max execution time if exports fail on large datasets.

Custom Fields Not Showingโ€‹

Symptom: Custom fields configured for Account Planning do not appear.

Solutions:

  1. Create custom fields โ€“ Setup โ†’ Custom Fields โ†’ Add field for Account Planning type.
  2. Clear cache โ€“ Refresh the page after adding fields.
  3. Check form โ€“ Custom fields appear on the new account form and possibly in the plan view.

Need More Help?โ€‹

  • Review the Settings for configuration options.
  • Check that your Perfex CRM version is 2.3 or higher (see Requirements).
  • Contact the module author or CodeCanyon support for license or technical issues.