# Common questions and troubleshooting

## The element does not appear in the builder

1. Is the plugin enabled under *System → Plugins*?
2. Is YOOtheme Pro active as the site template? Without YOOtheme the plugin has no effect — that is by design, not a malfunction.
3. Clear the YOOtheme cache: *YOOtheme → Settings → Advanced → Clear Cache*. The element browser is cached.
4. Look in the element browser under the group *Graup-IT*, not among the standard elements.

## The element is there, but no links appear

Switch on *test mode* on the element and look at the page in the frontend. The overview shows which values arrive.

- **"Not configured" for the ID:** enter the Backlinkseller ID in the plugin settings.
- **ID is there, still no links:** additionally switch on debug mode in the plugin. The cause then appears in plain text — see the next section.

<div class="callout warning" id="bkmrk-switch-both-off-agai">Switch both off again after troubleshooting. Debug mode disables the cache, test mode replaces the list of links with the overview.

</div>## The messages in debug mode

- **"Backlinkseller ID is not configured":** the ID is missing from the plugin settings.
- **"Could not connect to Backlinkseller":** neither the German nor the international address answered within 5 seconds. Possible reasons: the service is disrupted, your server does not allow outgoing connections, or a firewall blocks port 80.
- **"Invalid response from the Backlinkseller server":** an answer arrived, but not in the expected format. Check the ID and the channel.

## The page shows different links than expected

Backlinkseller assigns the links to the page address reported to it. Check in test mode which address is being reported. If a fixed *page URL* is set in the plugin, it applies to all pages alike — clear the field so that every page reports its own address.

## Changes at Backlinkseller take effect late

That is the cache. Wait out the configured cache time (default 5 minutes) or clear the Joomla cache under *System → Clear Cache*.

## The page builds noticeably more slowly

Most likely the service is not answering at the moment. Every request waits up to 5 seconds, and there is a second attempt on a different address. Error responses are not cached so that the situation recovers by itself — but while the disruption lasts, that costs time on every page view. More on this under [Privacy and security](https://docs.graup-it.de/books/backlinkseller-en/page/privacy-and-security).

Also check whether the cache time was accidentally set to `0` or debug mode is still active — both switch the cache off.

## Do I have to create a child theme?

No. The extension registers itself with the builder. An existing child theme does no harm either.

## Do I need the Joomla compatibility plugin?

No. The extension uses only interfaces that Joomla 6 provides without that plugin.

## Does the extension work with Joomla 5?

No. From version 2.7.0 on, Joomla 6 and PHP 8.3 are required. On older installations the installation stops with a notice instead of setting itself up and failing later.

<small>Applies to version 2.7.5.</small>

[Deutsche Fassung](https://docs.graup-it.de/link/135)