vTiger Customer Portal is a great addition to the CRM, however there are a lot of things that can go wrong during the setup & install. Some of it are just user errors and some of them can be environment(server) related.
Please Enter a Valid Username and Password
This is most likely caused by one of two things:
You’ve copied the password and it contains some spacial characters within your clipboard – try typing it in manually.
The password is not correct, you can lookup the username/password directly in the database. The table to look at is ‘vtiger_portalinfo‘.
Could not connect to server. Please contact the administrator.
Make sure that PHP SOAP extension is installed. It is critical to have the extension installed, if it’s not there – the vTiger Customer Portal will not work. You can check if it is installed by looking a the phpinfo.php file. If you are on Shared Hosting – check with your hosting provider to make sure it is enabled.
$Server_Path is not “valid”.
The error “Could not connect to server. Please contact the administrator.” is mostly caused by conflict in the $Server_Path(PortalConfig.php) and $site_URL(config.inc.php). If you look at the vTiger Customer Portal Setup & Configuration guide – you will notice that the variables are set as follows:
While trying to authenticate via SOAP you might run into an issue where it will not allow you to login. The work around is to change the $Server_Path to Internal or External IP. In this case I would set it as:
That will allow PHP SOAP module to use another IP to connect to the vTiger Customer Portal.
Not Receiving Customer Portal Email?
vTiger Customer Portal Email is triggered by workflow. Please check your workflows and make sure you did not delete or disable the workflow which sends out the email with Username/Password.
In addition, you have to make sure that you Outgoing Email Settings are configured properly and working, otherwise again the email will not go out to the customer.
Customer Portal Details Block is not there
In few rare cases, after vTiger installation the “Customer Portal Details” block was not visisble. Those fields are hidden/set inactive in the Field Editor. To unhide the fields, go to CRM Settings > Modules > Contacts > Edit Fields, then check each block for inactive fields and you should be able to find “Portal User”, “Support Start Date”, “Support End Date” fields and reactivate them.