Generic error on Step 3 of order 
Autor: Dilyana C.Hello,
I’m running my WebSite X5 project on my own cPanel hosting (not the WebSite X5 hosting). The site loads fine, but during checkout Step 3 I consistently get a “Generic error.”
On your test hosting the exact same project works, so it seems environment-related.
my hosting provider replied
They suggested I might have missing or corrupt files. They also pointed me to this fatal error in the PHP log:
[10-Oct-2025 11:53:20] PHP Fatal error: Uncaught Error: Failed opening required 'phar:///.../public_html/res/handlebars.phar/autoload.php' (include_path='.:/opt/cpanel/ea-php82/root/usr/share/pear') in /home/.../public_html/res/x5engine.php:54
Stack trace:
#0 /home/.../public_html/cart/x5cart.php(3): include()
#1 {main}
thrown in /home/.../public_html/res/x5engine.php on line 54
This points to public_html/res/handlebars.phar
Thanks in advance for the help!
Hello Dilyana,
I am sorry about the issue.
If you check the contents of your hosting space (not the WebSite X5 one), is the file handlebars.phar present in the "res" subfolder?
I remain available.
Autor
Yes, the file is there
Hello Dilyana,
could you please delete it, then go back to the project, regenerate its files with CTRL + Preview and then export it again, choosing to upload all files?
This should make sure that, if the issue is caused by the file and not by the server's configuration, the current instance, if corrupt, is replaced by a regenerated one.
I remain available.
Autor
I did it, but the situation didn't change.
Hello,
if this is the case, and the error does not occur with our hosting, this seems to indicate the issue is specific to your server's configuration.
I recommend making sure the PHP version is between 8.0 and 8.2, and to contact your provider to investigate the issue, mentioning how this error does not occur when the website is hosted elsewhere.
It may be, for example, thay your hosting space has the phar module disabled although this usually should be active, you should be able to request its activation if this is the case.
https://www.php.net/manual/en/phar.installation.php
I remain available.
Autor
Оk, I'll write to them again. Thank you. Can I just ask one more thing, can I use the domain I purchased from you with my promotional hosting, or do I have to buy a new one?Because I can't find it in my panel here.
Hello Dilyana,
what domain are you referring to, so that I can take a look?
Domains should be automatically associated to the hosting space if everything went right, so I would like to check the situation.
Autor
nikolachalakov.shop
Hello Dilyana,
it is normal for the domain not to have appeared yet, as its registration occurred only a dew hours ago: the automatic process of associating the domain the the hosting space is scheduled for later today, so by tomorrow the domain should be operational.
I remain available.