RedmineUP self-service guide

If you have come to this page, then something terribly wrong has happened to your Redmine. But please, don't worry. Most of the situations that look awful and horrible can be fixed easily. So first of all try to calm down and let's find a way to solve the problem.

The errors can be seen in 3 different cases:
  • during installation process
  • after the first attempt to start Redmine
  • during the work with already installed and working Redmine

Let's try to figure out the most common problems for all 3 cases.

During installation you may meet the next problems:

Mysql2::Error: Can't connect to local MySQL server through socket

Usually, this error can be seen when you are trying to run the bundle install command (this command establishes a connection with the database and perform needed migrations - create, change drop different needed tables). When you see this error, it means that something is wrong with the connection to your database.

So first of all check if your database server is running. You may do it by running the next command (for Linux and Mac)

ps -aux | grep mysql

In the same way, you may check if Postgres or SQLite processes are running, just replacing the name of the process.

If the process is not running - run it!

service mysql start


systemctl start mysql

If the process is running already, try to check that you've placed correct credentials to your database in file database.yml. Also, check that you've created the user and given him proper permissions. And you may check that database is existing.

If you've checked everything and the error is still seen, probably it's the proper time to mail our support team! Our best engineers will be glad to help you!

The next error that can be seen during installation is

LoadError: cannot load such file — some path to file there...

To fix this error try to check the next things:

1) You've unpacked plugins into correct folder plugins/

Sometimes unpacking programs may unpack plugins into subfolders with additional plugin's name and the final path looks like plugins/redmine_contacts/redmine_contacts . But correct path should be plugins/redmine_contacts

2) You've run bundle install command and all the gems were installed properly.

Sometimes the bundler can't find the proper gem. Try to run

bundle install --without development test --no-deployment


This is the most common problem on Windows systems.

3) You are running bundle exec command from the correct folder.

This command should be run from the main Redmine folder. If you are using the Bitnami Redmine application you need to run file use_redmine.bat (yes, even in Linux) and then go to apps/redmine/htdocs/ folder before running bundle install and bundle exec rake commands. Or all your gems will be installed in a different environment (or probably you will not be able to install them at all).

4) You added the correct plugin name to the rake command.

For example, for our Tags plugin, the correct plugin name will be "redmineup_tags", not "redmine_tags". The CRM plugin's correct name will be "redmine_contacts".

So your rake command for the Tags plugin should look like

bundle exec rake redmine:plugins NAME=redmineup_tags RAILS_ENV=production

If you see an error like

Please install the redmine_contacts plugin

Redmine::PluginNotFound: Redmine::PluginNotFound

Then you are trying to install Helpdesk, Invoices, Finances, or Products plugin. And you haven't installed the CRM plugin yet. In this case, just download and install the light version of the CRM (contacts) plugin. It will be enough for the other plugins to be installed and working. You may download the free version of the Contacts plugin from here.

After the first start of the web server

Huf... Probably you were lucky and installed Redmine and plugins without any visible errors. You're restarting your web server and think that everything that could be hard and complicated is already behind, but... Your Redmine suddenly crashes.

Crash of Redmine after the very first attempt to start.

Here may be several reasons for such a problem. To find out what is yours first of all check your production.log in your_redmine_folder/log/ or error_log of your web server.

If you installed our Helpdesk plugin, the most possible reason for Redmine's crash is that there are incorrect permissions to the new file redmine_helpdesk.log

To fix this problem just go to your_redmine_folder/log/ and set exactly the same permissions, owner, and group to file redmine_helpdesk.log as production.log has. And restart your web server once again. The problem will disappear.

Another problem that you may meet is a long trace from your web server with a message that some of the gems can't be found. This usually means that you have more than 1 Ruby environment in your system. And your gems are installed in one of them, but the passenger module is working with a different one.

To fix this issue first of all go to your Redmine folder and run the following command

ruby -v

It will show you what ruby version was used for gems installation.

You will see something like this:

ruby 2.3.0p0 (2015-12-25 revision 53290) [x86_64-linux]

Then check your passenger.conf file and see if there is the same version used or not.

Also, I recommend running a command

passenger-config --ruby-command

It will show you the correct path to ruby, like

  Command: /usr/local/rvm/gems/ruby-2.3.0/wrappers/ruby
  Version: ruby 2.3.0p0 (2015-12-25 revision 53290) [x86_64-linux]
  To use in Apache: PassengerRuby /usr/local/rvm/gems/ruby-2.3.0/wrappers/ruby
  To use in Nginx : passenger_ruby /usr/local/rvm/gems/ruby-2.3.0/wrappers/ruby
  To use with Standalone: /usr/local/rvm/gems/ruby-2.3.0/wrappers/ruby /usr/local/rvm/gems/ruby-2.3.0/gems/passenger-5.0.30/bin/passenger start

Then just copy the proper line and add it to passenger.conf file. And restart your web server.

Redmine was working but suddenly crashed.

And probably the most disgusting thing is when you are working with your already running Redmine but suddenly you see an error page instead of the expected result. Don't panic. First of all, check your production.log file. It contains most of the messages about what happened with Redmine.

There could be very different reasons for such error message: database error (for example, the limit of a field in database was exceeded), plugin incompatibility error, something may be wrong in Redmine or plugins' source code, plugins are incompatible with each other, the free space on your server is over or your ruby version is too old for some plugins and so on and so on. If you met such problem, please connect our support team and send to them the next information:

- your versions of Redmine and plugins installed (if you may reach Administration - Information page, just copy all the information from it or make the screenshot) - your production.log file - web-server error_log will be also very helpful - detailed step by step description of what did you do before the error was seen

All this information will help our support engineers to understand, reproduce and fix your problem as soon as it is possible.

Sometimes our engineers may ask you to give him access to your Redmine server. Please, be sure, we ask it only when it is really necessary and usually, it allows us to fix the problem on your side quicker and better.

Thanks for reading! Hope this article will be helpful! But also we hope you will never read it (because there will be no need)!

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