# Mail Builder no response with templates

**URL:** <https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118>\
**Category:** Product Support\
**Created:** [March 1, 2024, 7:21am UTC](https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118 "2024-03-01T07:21:28Z")\
**Posts on this page:** 5\
**Page:** 1

<div class="post-metadata">

**Author:** ![w3bee](https://avatars.discourse-cdn.com/v4/letter/w/e9a140/32.png) [@w3bee](https://forum.mautic.org/u/w3bee)\
**Post date:** [March 1, 2024, 7:21am UTC](https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118/1 "2024-03-01T07:21:28Z")

</div>

**Your software**  
My Mautic version is: 4.4.11  
My PHP version is: 8.0.28  
My Database type and version is: mariadb Ver 15.1 Distrib 10.6.12-MariaDB

**Your problem**  
My problem is: I get an 500 Server error after selecting the standard mail template. Because of this I can not edit the templates with the internal mail builder.

These errors are showing in the log:

```
libraries.js?veaae2d53:766
    
   GET https://[xxx.xxx.xxx]/s/grapesjsbuilder/email/2?template=brienz&_=1709275640198&mauticUserLastActive=1340&mauticLastNotificationId= 500 (Internal Server Error)
        send @ libraries.js?veaae2d53:766
        ajax @ libraries.js?veaae2d53:744
        l @ builder.js:44
        (anonymous) @ app.js?veaae2d53:186
        dispatch @ libraries.js?veaae2d53:465
        elemData.handle @ libraries.js?veaae2d53:451

```

builder.js:65 setThemeHtml - Request failed: error

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<div class="post-metadata">

**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\
**Post date:** [March 1, 2024, 7:30am UTC](https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118/2 "2024-03-01T07:30:49Z")

</div>

Hi, is this upgraded or fresh install?  
Is it Softaculus install?

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<div class="post-metadata">

**Author:** ![w3bee](https://avatars.discourse-cdn.com/v4/letter/w/e9a140/32.png) [@w3bee](https://forum.mautic.org/u/w3bee)\
**Post date:** [March 1, 2024, 7:39am UTC](https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118/3 "2024-03-01T07:39:07Z")

</div>

Hey joeyk, thank you for your reply!

It is/was installed on aws via bitnami on version 4.4.6 and then I updated it via shell to the latest 4.x version.

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<div class="post-metadata">

**Author:** ![w3bee](https://avatars.discourse-cdn.com/v4/letter/w/e9a140/32.png) [@w3bee](https://forum.mautic.org/u/w3bee)\
**Post date:** [March 1, 2024, 7:41am UTC](https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118/4 "2024-03-01T07:41:19Z")

</div>

when I select a template, despite of the error and then open the mail builder I get these errors in the browser console:

Uncaught Error: No valid HTML template found  
at n.getOriginalContentHtml (content.service.js:119:13)  
at l.value (builder.service.js:205:39)  
at l.value (builder.service.js:107:28)  
at Object.t [as launchBuilder] (builder.js:33:11)  
at HTMLButtonElement.onclick (2:3490:220)  
at Object.trigger (libraries.js?veaae2d53:683:90)  
at HTMLButtonElement. (libraries.js?veaae2d53:688:258)  
at Function.each (libraries.js?veaae2d53:153:170)  
at jQuery.fn.init.each (libraries.js?veaae2d53:144:192)  
at jQuery.fn.init.trigger (libraries.js?veaae2d53:688:229)

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<div class="post-metadata">

**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\
**Post date:** [March 1, 2024, 7:52am UTC](https://forum.mautic.org/t/mail-builder-no-response-with-templates/31118/5 "2024-03-01T07:52:16Z")

</div>

Uh…

> [@Mautic whitelabler not working on bitnami image from aws](https://forum.mautic.org/t/mautic-whitelabler-not-working-on-bitnami-image-from-aws/30980/5):
>
> Well, then your assumption might be right: I think bitnami changed the file structure and blocked any outside access to files. It’s really hard (and counterproductive) to support bitnami and softaculus installs. It is always better to ask them what they did and why. [https://bitnami.com/stacks/forum](https://bitnami.com/stacks/forum)