Dealing with errors

If you encounter an error in pretix, please follow the following steps to debug it:

  • If the error message is shown on a white page and the last line of the error includes “nginx”, the error is not with pretix directly but with your nginx webserver. This might mean that pretix is not running, but it could also be something else. Please first check your nginx error log. The default location is /var/log/nginx/error.log.

    • If it turns out pretix is not running, check the output of docker logs pretix for a docker installation and journalctl -u pretix-web.service for a manual installation.

  • If the error message is an “Internal Server Error” in purple pretix design, please check pretix’ log file which by default is at /var/pretix-data/logs/pretix.log if you installed with docker and /var/pretix/data/logs/pretix.log otherwise. If you don’t know how to interpret it, open a discussion on GitHub with the relevant parts of the log file.

    • If the error message includes /usr/bin/env: ‘node’: No such file or directory, you forgot to install node.js

    • If the error message includes OfflineGenerationError, you might have forgot to run the rebuild step after a pretix update or plugin installation.

    • If the error message mentions your database server or redis server, make sure these are running and accessible.

  • If pretix loads fine but certain actions (creating carts, orders, or exports, downloading tickets, sending emails) take forever, pretix-worker is not running. Check the output of docker logs pretix for a docker installation and journalctl -u pretix-worker.service for a manual installation.

  • If the page loads but all styles are missing, you probably forgot to update your nginx configuration file after an upgrade of your operating system’s python version.

If you are unable to debug the issue any further, please open a discussion on GitHub in our Q&A Forum. Do not open an issue right away, since most things turn out not to be a bug in pretix but a mistake in your server configuration. Make sure to include relevant log excerpts in your question.

If you’re a pretix Enterprise customer, you can also reach out to support@pretix.eu with your issue right away.