{"article":{"id":33401866229650,"url":"https://prestashophelp.zendesk.com/api/v2/help_center/en-us/articles/33401866229650.json","html_url":"https://help-center.prestashop.com/hc/en-us/articles/33401866229650-Back-office-access-after-StartTag-error","author_id":392613434480,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-1,"vote_count":3,"upvote_count":1,"downvote_count":2,"section_id":26287862309266,"created_at":"2026-02-17T15:39:56Z","updated_at":"2026-08-25T10:47:11Z","name":"Back-office access after StartTag error","title":"Back-office access after StartTag error","source_locale":"fr","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-02-17T15:46:55Z","user_segment_id":null,"permission_group_id":432312,"content_tag_ids":[],"label_names":[],"body":"<p>If your store is running a PrestaShop version lower than 8, your back-office access may be blocked following this error message: </p><figure class=\"wysiwyg-image\"><img style=\"aspect-ratio: 550/218;\" src=\"https://help-center.prestashop.com/hc/article_attachments/33402029950226\" alt=\"image (17).png\" width=\"550\" height=\"218\"></figure><p> </p><p>If this applies to you, here is what to do: </p><ul>\n<li data-list-item-id=\"e587e2e7b70dcf7dd7178fd7e93248476\">Connect to your server via <a href=\"https://help-center.prestashop.com/hc/en-us/articles/18767319495058\" target=\"_blank\" rel=\"noopener noreferrer\">FTP</a>\n</li>\n<li data-list-item-id=\"e31e49800a176dec806926d1d440413fb\">Go to the /config/xml/ folder</li>\n<li data-list-item-id=\"ee5fb0d0e0f6ecec35b470b4df3f95d1e\">Delete the following files: </li>\n</ul><pre class=\"wysiwyg-code-block\"><code class=\"language-auto\">must_have_modules_list.xml</code></pre><pre class=\"wysiwyg-code-block\"><code class=\"language-auto\">modules_native_addons.xml</code></pre><pre class=\"wysiwyg-code-block\"><code class=\"language-auto\">default_country_modules_list.xml</code></pre><ul><li data-list-item-id=\"e57ffdafc665aca2809241947ba1b2b1a\">Try to connect to your store again. </li></ul><p> </p><p>If you still cannot access your back-office, please contact support.</p><p> </p>","user_segment_ids":[]}}