Support Requests

Email address for support requests:

For any support, license, update or version related requests, please include the purchase information e.g. invoice number, purchasers email address or account user name from for this purchase.

If you can't find an answer for your problem in the 'Important Notes' chapter of the manual, our forum or on a Google search for the error message, please send your request by email and include the following information:

  • DNN and CATALooK.netStore version numbers. (If you use older DNN and CATALooK.netStore versions, maybe updating to the latest versions would fix the problem (currently the latest version is 6.6.7 for DNN6.2.5+). Please check if you have installed the correct CATALooK.netStore version for your DNN version. The indicated DNN version number is listed for all CATALooK.netStore module and package links. You can also not use CATALooK.netStore for DNN4 if DNN5 is installed. All CATALooK.netStore modules must have the same version number. Here you can check it: Host -> Module Defintions -> All module names that start with 'CAT' -> version.)
  • Version numbers or download links of any CATALooK.netStore related installed extensions e.g. skins, skin objects etc.
  • Full error message from Admin -> Event Viewer.
  • What have you done before the error occured?
  • All information that we need to duplicate this problem.
    You could also check if you get the same problem in our test store at: (login: testuser5/testuser5). If the problem is product related, please add the product with the same parameters there and tell us the product name.
  • Screen shots of all configuration pages that may be related to this problem.
  • Screen shots of the page where the error appears.
  • If there are any 3rd party providers installed, please tell us the provider names.
  • If there are any other modules than the CATALooK.netStore modules on the same page, please tell us the name of those modules and the CATALooK.netStore modules on this page.
  • If you have added any java scripts to the DNN default.aspx file or any other DNN file, please send us the scripts or remove the scripts and test it again.
  • If you have changed something on the CATALooK.netStore skin or template files, please send us the changes or select one of the original skins and templates and try it again.
  • If you have changed something on the source code, please send us a list of all changes or go back with the changes and try it again.
  • If there was any error while uploading the 3 CATALooK.netStore modules, please send us the error message from the module installation log. All CATALooK.netStore modules must have the same version number: Host -> Module Definitions -> All modules that start with 'CAT'.
  • Problems with module upload

    If there was a timeout while uploading the modules and following or a similar error message is displayed after a long time and the module installation log is not displayed:
    Server Error in '/' Application.

    Runtime Error

    Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

    Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off".

    <!-- Web.Config Configuration File -->



            <customErrors mode="Off"/>



    Notes: The current error page you are seeing can be replaced by a custom error page by modifying the "defaultRedirect" attribute of the application's <customErrors> configuration tag to point to a custom error page URL.

    <!-- Web.Config Configuration File -->



            <customErrors mode="RemoteOnly" defaultRedirect="mycustompage.htm"/>



    Please perform the following steps:
    Change this line in your web.config: <forms name=".DOTNETNUKE" protection="All" cookieless="UseCookies" timeout="60" /> to <forms name=".DOTNETNUKE" protection="All" cookieless="UseCookies" timeout="600000" />
    Add green marked parameter to the httpRuntime section of the web.config and change the red marked parameters:   <httpRuntime useFullyQualified<st1:personname w:st="on">RedirectUrl="true" maxRequestLength="2097151" requestLengthDiskThreshold="50000" executionTimeout="9000" />
    Some Hosting providers also restrict the time on the server side. In this case please ask your hosting provider to remove the timeout restrictions. Here you can find more information: Timeout Error

    If there is a timeout error on uploading the module CAT_Modules, re-install the module after you have changed the web.config file.

    If this is a New Installation and the error occurs on the installation of the module CATALooKStore.ZIP, delete this module via Host -> Module Defintions -> CATALooKStore -> delete. After that execute this script: via Host -> SQL (turn on the ‘Run As Script?’ option).
    Now install the module CATALooKStore.ZIP again.

    The error occurs on updating to a newer version while uploading the module and the module is now listed with the new version number in: Host -> Module Definitions -> CATALooKStore -> Version, it is necessary to change the version number to the old CATALooK.netStore version number that was installed before the update.
    Please execute the following script via Host -> SQL (Turn off the 'Run as Script?' option) to reset the version number:

    update {databaseOwner}{objectQualifier}packages
    set version='XX.XX.XX'   
    where FriendlyName='CATALooKStore'

    Replace XX.XX.XX by the CATALooK version number before the update.
    Install the module CATALooKStore.ZIP again.

    Please find more information in chapter: 'Important Notes' of the manual.

  • If there is an error message on checkout after you have updated from DNN4 to DNN5: Check if there are any languages enabled in admin -> languages. If not, enable the language locales there again and select a language for all portals of this DNN installation via: Admin -> Site Settings -> Advanced Settings -> Other Settings -> Default Language -> Update.

  • DNN5 v5.1.4 bug

    Many field help texts are not visible. Please find all at: login testuser5/testuser5 or unzip into the DNN \bin folder. This dll from DNN 5.1.4 includes a fix for the Help Text bug. 


  • DNN5: Error message after selecting: 'Update' on the page with the CAT_Cart module
    If there is an error message 'Index was out of range. Must be non-negative and less than the size of the collection. Parameter name: index' or 'Object reference not set to an instance of an object' on the page where the module CAT_Cart is located, please check if there is any other error message like this in Admin -> Evenet Viewer: '
    Message: System.Web.HttpParseException: C:\Windows\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files\root\69dae1a3\e3857219\App_Web__googlecheckout.ascx.37546475.mov4v8qn.0.vb(93): error BC32206: The project currently contains references to more than one version of GCheckout, a direct reference to version and an indirect reference (through 'CATALooK.GoogleCheckOut.GCheckoutButton1') to version Change the direct reference to use version (or higher) of GCheckout.'
    This means that there is an older version of the GCheckout.dll in the \bin folder of this web site. Please delete this file and re-install the module CAT_Modules.ZIP. This module includes the latest GCheckout assembly version.
    Often this happens if someone copies the dll manually into the \bin folder. After that the file permissions may change and the DNN installer is not longer able to overwrite the file by a newer file version that is included in a module. Or maybe you have installed another module before that includes this old GCheckout version.

  • DNN5/6: This error message appears after the last Site Wizard step or the page hangs and the error is listed in admin -> Event Viewer(Log Viewer): 'A critical error has occurred  - Tab Exists'or ‘Page Exist’: If there is any page in Admin -> Recycle Bin that is also included in a DNN template this error appears. Please delete all pages in Admin -> Recycle Bin.

  • DNN5.6.1/5.6.2
    It seems there is an issue using compression and Ajax. After clicking a button inside of an ajaxified module the Ajax loading image spins but nothing happens e.g. the [Final Checkout] button of the CAT_Cart module.

    Possible error messages:
    Sys.WebForms.PageRequestManagerParserErrorException: The message received from the server could not be parsed. Common causes for this error are when the response is modified by calls to Response.Write(), response filters, HttpModules, or server trace is enabled.
    Details: Error parsing near '<!DOCTYPE html PUBLI'.
    Unexpected ajax response was received from the server.
    This may be caused by one of the following reasons:
    - Server.Transfer.
    - Custom http handler.
    - Incorrect loading of an "Ajaxified" user control.

    To fix this select 'No Compression' from the Host -> Host Settings -> Performance Settings -> [Compression Setting] selector or turn off Ajax for all modules (Select 'View Options' from the module menu -> 'Enable Ajax?') and in CATALooK.netStore -> Store Settings.

    More information:

  • DNN5.6.2
    Module action menu does not open

    To fix this select 'No Compression' from the Host -> Host Settings -> Performance Settings -> [Compression Setting] selector
  • DNN5.6.2
    Admin -> Languages ->
    After clicking a [+] button to expand a resource folder the Ajax loading image spins but nothing happens
    Fix: Host -> Host Settings -> Performance Settings -> select 'Page' from the '
    Page State Persistence' selector. After finishing the language resources changes, this options should be changed to 'Memory' again because it will drmatically increase the portal performance.
  • DNN5.6.2
    Host -> File Manager -> The expand image for the 'Host Root' folder is not displayed. Also File Upload fails because there is no folder in the folder selector, Error message:

    Error: Upload File is currently unavailable.
    DotNetNuke.Services.Exceptions.ModuleLoadException: Object reference not set to an instance of an object. ---> System.NullReferenceException: Object reference not set to an instance of an object. at DotNetNuke.Modules.Admin.FileManager.WebUpload.cmdAdd_Click(Object sender, EventArgs e) --- End of inner exception stack trace -

    Fix: Execute the following script via Host -> SQL -> ('Run As Script' turned on):
    if exists (select * from dbo.sysobjects where id = object_id(N'{databaseOwner}[{objectQualifier}GetFolders]') and OBJECTPROPERTY(id, N'IsProcedure') = 1)
        DROP PROCEDURE {databaseOwner}[{objectQualifier}GetFolders]

    CREATE PROCEDURE {databaseOwner}[{objectQualifier}GetFolders]
        @PortalID int
    SELECT *
        FROM {databaseOwner}{objectQualifier}Folders
        WHERE ((PortalID = @PortalID) or (PortalID is null and @PortalID is null))
        ORDER BY FolderPath

    More information:
  • FF5.0 / Ajax
    It may be possible that Ajax doesn't work with older DNN / CATALooK.netStore versions and FireFox 5.0.
    Items would not be added to the cart and checkout is not longer possible with this browser. The Ajax loading image spins but nothing happens.
    Fix: Update to the latest DNN and CATALooK versions or turn off Ajax in the store settings, the module options and the portal settings.
  • DNN6: It seems that the 'Ignore' option of the site wizard doesn’t work in this version. Please use the 'Merge' option instead.
  • DNN6: Several workarounds for DNN6 API bugs added to the latest versions. Please make sure you have installed the latest CATALooK version if you are using DNN6.
  • DNN6: There is a css issue:

    Fix: Open the file \Portals\_default\_default.css with Visual Studio, DreamWeaver or a text editor and change this line:

    Also add the following line to this css file:
    .DnnModule{display:inline-block;}.DnnModule{display:block;} /* Avoid IE7 z-index bug*/

    This will fix all z-index issues but there will be a new minor problem that manage buttons from other modules may cover links in the module menu.
    To reach the covered links, select ‘Layout’ from the Mode drop down in the DNN skin or temporarily move the module to another pane or click on the ‘Manage’ button and move it away from the links.
  • DNN6: There is another css issue is with some of the default Dark Knight DNN containers. In IE the containers cut the content of modules that are wider than the containers width. In CATALooK that happens for some of the admin modules (CAT_PaymentMethods, CAT_Products, CAT_Transactions etc).
    Fix: Use FireFox or select any other container for the admin modules via Admin -> Site Settings -> Appearance.
  • DNN 6.1.2: There seems to be a bug with role permissions in this version. Please update to DNN 6.1.3.
  • DNN 6.1.5: There seems to be an issue with the ‘Page State Persistence’ option in the ‘Host Settings’ -> ‘Performance Settings’. Sometimes all buttons (Modules + DNN) in a portal do not longer work if ‘Memory’ is selected there. To fix this, execute the script below via Host -> SQL or SQL Web Admin:

    update hostsettings

    set SettingValue = 'P'

    where SettingName = 'PageStatePersister'