Getting Support

Logs

VoxelSite logs errors and AI interactions to _studio/logs/. If something goes wrong, check there first.

Log files are plain text. You can open them in any text editor or download them via FTP.

Opening a support ticket

Support is handled via email. Check the Support page for contact details.

1. Go to the Support page
2. Send us an email with the issue
3. Describe the issue and include the relevant log entries from _studio/logs/

The more specific you are, the faster we can help. Include:

• What you did
• What you expected
• What happened instead
• The relevant log entries

What not to send

Please don't send server login credentials (FTP, SSH, hosting panel). We never log in to customer installations. This avoids any impression we could cause or be blamed for security issues.

If we need to see something specific, we'll ask for a screenshot or a log snippet.

Before opening a ticket

A few things to check first:

• Check the logs in _studio/logs/
• Try a different browser to rule out extensions or cache issues
• Verify your API key is valid and has credits with your AI provider
• Check server requirements match the Requirements page

This section will grow as common issues come in through support.

Common issues

Generation produces only a few files — missing CSS/JS

Symptoms: The AI generates 3–5 files (header, nav, footer, index), but the remaining pages and all CSS/JS files are missing. The preview shows unstyled text. The chat may show "Generation in progress..." indefinitely.

Cause: The server's PHP execution timeout is too low. AI site generation takes 2–4 minutes. If the server kills the PHP process before it finishes, only the files written so far are saved.

Fix: Set max_execution_time, request_terminate_timeout, and fastcgi_read_timeout to at least 600 (10 minutes). See Requirements → PHP execution timeout for instructions per server type.

This is the #1 support issue. On Laravel Forge, the fix is: Server → PHP tab → set Max Execution Time to 600.

Blank page or 500 error after installation

Check that PHP 8.2+ is active and the required extensions are installed. Check your hosting error log for specific PHP errors.

Permission errors during AI generation

Make sure _studio/data, _studio/preview, _studio/revisions, and assets directories are writable by the web server (755 or 775 on most hosts).

AI not responding

Verify your API key is correct in Settings. Check that cURL is enabled and your server can make outbound HTTPS requests. Some hosting providers block outgoing connections on shared hosting plans.

Pages show the homepage on Nginx (Forge, RunCloud, Ploi)

Symptoms: The homepage works fine, but visiting /about or /contact shows the homepage content instead of the correct page. The PHP files exist on the server.

Cause: VoxelSite ships .htaccess for Apache clean URL routing (/about → about.php). Nginx ignores .htaccess entirely, and its default try_files rule falls back to index.php when it can't find a file named about (without the .php extension).

Fix: Add a named location rewrite to your Nginx config:

location / {
    try_files $uri $uri/ @cleanurls;
}

location @cleanurls {
    rewrite ^/(.+)$ /$1.php last;
}

See Installation → Nginx configuration for the complete config and security blocks.

Common mistake: Do not use $uri.php as a middle argument in try_files. This serves the PHP file as raw text (downloads the source code) instead of processing it through PHP-FPM. The @cleanurls rewrite approach does a proper internal redirect.