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Troubleshooting Guide

This troubleshooting guide helps you resolve common issues with ProMediClinic. The guide is organized by category and includes step-by-step solutions.

Last updated Aug 19, 2026 · 7 min read

This troubleshooting guide helps you resolve common issues with ProMediClinic. The guide is organized by category and includes step-by-step solutions.

🎯 Quick Diagnosis

System Health Check

# Check system status
php artisan license:ping
php artisan security:test-integrity
php artisan config:cache
php artisan route:cache

Common Quick Fixes

# Clear all caches
php artisan optimize:clear

# Reset permissions
chmod -R 755 storage bootstrap/cache

# Restart services
php artisan serve --port=8000

🚀 Installation Issues

Installation Fails to Start

Symptoms:

  • Installation wizard doesn't appear
  • Blank page or error on installation URL
  • "Page not found" errors

Solutions:

  1. Check File Permissions

    chmod -R 755 storage bootstrap/cache
chmod -R 644 .env

  2. Verify Web Server Configuration

    • Ensure mod_rewrite is enabled (Apache)
    • Check nginx configuration (Nginx)
    • Verify document root points to public/ directory

  3. Check PHP Requirements

    php -v  # Should be 8.1+
php -m  # Check required extensions

  4. Clear Browser Cache

    • Hard refresh (Ctrl+F5)
    • Clear browser cache
    • Try incognito/private mode

License Verification Fails

Symptoms:

  • "Invalid purchase code" error
  • "License activation failed" message
  • Network timeout errors

Solutions:

  1. Verify Purchase Code

    • Check purchase code format: 12345678-1234-1234-1234-123456789012
    • Ensure no extra spaces or characters
    • Copy from CodeCanyon downloads page

  2. Check Network Connectivity

    # Test API connectivity
curl -I https://api.softentra.com

# Check firewall settings
telnet api.softentra.com 443

  3. Verify Domain Access

    • Ensure domain is publicly accessible
    • Check DNS resolution
    • Verify SSL certificate (if using HTTPS)

  4. Contact Support

    • Provide purchase code and domain
    • Include error logs
    • Share system information

Database Connection Issues

Symptoms:

  • "Database connection failed" error
  • "Access denied" database errors
  • Migration failures

Solutions:

  1. Verify Database Credentials

    DB_CONNECTION=mysql
DB_HOST=127.0.0.1
DB_PORT=3306
DB_DATABASE=promediclinic
DB_USERNAME=your_username
DB_PASSWORD=your_password

  2. Test Database Connection

    # Test MySQL connection
mysql -h 127.0.0.1 -u username -p database_name

# Test PostgreSQL connection
psql -h 127.0.0.1 -U username -d database_name

  3. Check Database Permissions

    -- Grant necessary permissions
GRANT ALL PRIVILEGES ON promediclinic.* TO 'username'@'localhost';
FLUSH PRIVILEGES;

  4. Create Database

    CREATE DATABASE promediclinic CHARACTER SET utf8mb4 COLLATE utf8mb4_unicode_ci;

🔧 Application Issues

Dashboard Not Loading

Symptoms:

  • Blank dashboard page
  • JavaScript errors in console
  • "Loading..." message persists

Solutions:

  1. Check JavaScript Console

    • Open browser dev tools (F12)
    • Check Console tab for errors
    • Look for 404 errors or JavaScript errors

  2. Verify Asset Compilation

    npm run build
php artisan optimize

  3. Check File Permissions

    chmod -R 755 public/build
chmod -R 755 storage

  4. Clear Application Cache

    php artisan cache:clear
php artisan view:clear
php artisan config:clear

Email Not Sending

Symptoms:

  • Emails not received
  • "SMTP error" messages
  • Email delivery failures

Solutions:

  1. Verify SMTP Settings

    MAIL_MAILER=smtp
MAIL_HOST=smtp.gmail.com
MAIL_PORT=587
MAIL_USERNAME=your_email@gmail.com
MAIL_PASSWORD=your_app_password
MAIL_ENCRYPTION=tls

  2. Test Email Configuration

    # Test email sending
php artisan tinker
Mail::raw('Test email', function($message) {
    $message->to('test@example.com')->subject('Test');
});

  3. Check Email Logs

    tail -f storage/logs/laravel.log

  4. Use Mail Testing Service

    • Use Mailtrap for testing
    • Configure Mailpit for local testing
    • Test with different SMTP providers

Calendar Sync Issues

Symptoms:

  • External calendar not syncing
  • Duplicate appointments
  • Sync errors in logs

Solutions:

  1. Verify API Credentials

    • Check Google Calendar API setup
    • Verify OAuth tokens
    • Ensure API quotas not exceeded

  2. Check Sync Settings

    # Check sync configuration
php artisan config:show calendar

  3. Test API Connectivity

    # Test Google Calendar API
curl -H "Authorization: Bearer YOUR_TOKEN" \
     https://www.googleapis.com/calendar/v3/calendars/primary/events

  4. Review Sync Logs

    tail -f storage/logs/calendar-sync.log

🔐 Security Issues

License Validation Errors

Symptoms:

  • "License validation failed" messages
  • Application access blocked
  • Integrity violation errors

Solutions:

  1. Run License Health Check

    php artisan license:ping --detailed
php artisan license:test-integrity

  2. Check License Configuration

    php artisan config:show license

  3. Verify File Integrity

    php artisan security:test-integrity --detailed

  4. Contact License Support

    • Provide license key (obfuscated)
    • Include error logs
    • Share system information

Permission Errors

Symptoms:

  • "Access denied" errors
  • Users cannot access features
  • Role permission issues

Solutions:

  1. Check User Roles

    # Check user permissions
php artisan tinker
$user = User::find(1);
$user->roles;
$user->permissions;

  2. Verify Role Configuration

    • Check role assignments in admin panel
    • Verify permission inheritance
    • Review role hierarchy

  3. Reset Permissions

    php artisan db:seed --class=PermissionSeeder

  4. Check Middleware

    • Verify middleware registration
    • Check route protection
    • Review access control logic

📊 Performance Issues

Slow Page Load Times

Symptoms:

  • Pages take long to load
  • Timeout errors
  • High server resource usage

Solutions:

  1. Enable Caching

    php artisan config:cache
php artisan route:cache
php artisan view:cache
php artisan optimize

  2. Check Database Performance

    -- Check slow queries
SHOW PROCESSLIST;

-- Analyze table performance
ANALYZE TABLE appointments;

  3. Optimize Assets

    npm run production
php artisan optimize

  4. Review Server Resources

    • Check CPU and memory usage
    • Monitor disk space
    • Review database performance

High Memory Usage

Symptoms:

  • "Memory limit exceeded" errors
  • Server becomes unresponsive
  • PHP fatal errors

Solutions:

  1. Increase PHP Memory Limit

    ; php.ini
memory_limit = 512M

  2. Optimize Database Queries

    // Use eager loading
$appointments = Appointment::with('user', 'eventType')->get();

// Use pagination
$appointments = Appointment::paginate(50);

  3. Enable OPcache

    ; php.ini
opcache.enable=1
opcache.memory_consumption=128
opcache.max_accelerated_files=4000

  4. Review Code for Memory Leaks

    • Check for infinite loops
    • Review large data processing
    • Optimize image handling

🗄️ Database Issues

Migration Failures

Symptoms:

  • Migration errors during installation
  • "Table already exists" errors
  • Foreign key constraint errors

Solutions:

  1. Check Migration Status

    php artisan migrate:status

  2. Reset Migrations

    php artisan migrate:fresh --seed

  3. Fix Specific Migration

    # Rollback specific migration
php artisan migrate:rollback --step=1

# Re-run migration
php artisan migrate

  4. Check Database Schema

    -- Check table structure
DESCRIBE appointments;

-- Check foreign keys
SHOW CREATE TABLE appointments;

Data Corruption

Symptoms:

  • Inconsistent data display
  • Missing records
  • Duplicate entries

Solutions:

  1. Check Database Integrity

    -- Check table integrity
CHECK TABLE appointments;

-- Repair table if needed
REPAIR TABLE appointments;

  2. Restore from Backup

    # Restore database backup
mysql -u username -p database_name < backup.sql

  3. Data Validation

    # Run data validation
php artisan db:validate

  4. Contact Support

    • Provide database dump
    • Include error logs
    • Share corruption details

🔄 Update Issues

Update Failures

Symptoms:

  • Update process fails
  • "Version mismatch" errors
  • Broken functionality after update

Solutions:

  1. Backup Before Update

    # Backup database
mysqldump -u username -p database_name > backup.sql

# Backup files
tar -czf backup.tar.gz /path/to/promediclinic

  2. Check Update Logs

    tail -f storage/logs/update.log

  3. Manual Update Steps

    # Clear caches
php artisan optimize:clear

# Run migrations
php artisan migrate

# Update assets
npm run build

# Optimize
php artisan optimize

  4. Rollback if Needed

    # Restore backup
mysql -u username -p database_name < backup.sql

🆘 Getting Help

Before Contacting Support

  1. Check This Guide: Review relevant troubleshooting sections
  2. Run Diagnostics: Use built-in diagnostic commands
  3. Check Logs: Review application and system logs
  4. Test Environment: Try in different environment

Information to Provide

When contacting support, include:

  1. System Information

    • PHP version
    • Database version
    • Operating system
    • Web server type

  2. Error Details

    • Exact error messages
    • Steps to reproduce
    • Screenshots if applicable

  3. Log Files

    • Application logs
    • System logs
    • Error logs

  4. Configuration

    • Environment file (sanitized)
    • Database configuration
    • License information

Support Channels

  1. Documentation: This troubleshooting guide
  2. Community Forums: User community support
  3. Email Support: Direct support contact
  4. Video Tutorials: Step-by-step video guides

Emergency Procedures

For critical issues:

  1. Immediate Actions

    • Enable maintenance mode
    • Restore from backup
    • Contact support immediately

  2. Data Recovery

    • Stop all operations
    • Create current backup
    • Restore from last known good backup

  3. System Recovery

    • Check system resources
    • Review security logs
    • Implement temporary fixes

Related Documentation:

← All ProMediClinic – Clinic Management & Appointment Booking Software for Healthcare Practices documentation

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