Troubleshooting

Common issues and how to fix them. To see detailed errors while diagnosing, set the environment variable TOKIFY_DEBUG=1 — then turn it off again in production.

Installation

“Could not write config.php”

The project root is not writable. Give the web user write permission on the folder during install (e.g. 755 on the directory), retry, then tighten permissions afterwards.

Database connection failed

Double-check host, port, name, user and password in step 2 and that the user may create tables. On many hosts the host is localhost, not 127.0.0.1.

The installer keeps reappearing

Installation is “complete” only when an admin user exists. If the DB was reset, re-run /install. Remember to delete the /install folder afterwards.

Rendering

Tools are blocked / “server requirements missing”

FFmpeg is not found. Install it and set the absolute path in Admin → Settings. See Configuration → FFmpeg.

A video never finishes / stays at the same %

The render worker is not running. Add the worker cron (see Cron & worker). Reloading the page re-attaches to a running job and keeps the % live.

Avatar render failed

Usually the D-ID account is out of credits or the key is wrong. The worker does not retry money-spending steps, so you are never double-charged; fix the key/credits and generate again.

Subtitles miss a word or look off

Captions come from Whisper transcription of the rendered audio. Make sure an OpenAI/Whisper key is set so word-level timing is available; without it, captions fall back to a looser distribution.

Email

No emails arrive

Configure SMTP under Admin → Settings → Email. The PHP mail() transport is often blocked on shared hosts — SMTP is recommended.

License

“License required” lockout

Open /admin/license (always reachable) and enter a valid key. If medel.es is temporarily down, a previously verified install keeps working on the cached verdict — you do not need to do anything.

Updates & maintenance

Stuck in maintenance mode

Maintenance is toggled by the updater and normally switches off automatically (even on failure). To clear it manually, set maintenance_mode to 0 in the settings table. Admins always bypass maintenance.

An update failed

The updater restores your files from the pre-update backup automatically and shows the log. Your database dump and the file ZIP remain in /backups/ so you can inspect or restore manually if needed.

ZIP extracted as flat files on the server

Some unzip tools mishandle archives with backslash paths. Releases built with the bundled build-dist.bat use forward-slash paths and extract correctly on Linux. If you repackaged manually, rebuild with the script.

Still stuck?

Contact support through your Medel Platforms purchase. Include your version (Admin → License & updates), PHP version, and the relevant log lines from storage/logs/.