HESK update failed

[dougyitbos]

Script URL: http://support.valueguardian.com
Version of script: 2.1
Hosting company: dreamhost
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:
Hesk Update Fail
Read the update REadMe
Write your message below:

So I'm updating to HESK 2.1
And the ugrade install path was going fine...
hit the "go to step 4" and the browser screen just goes blank.
Sits there.
Doesn't seem to be doing anything.

The help desk doesn't render anymore.

Any ideas?

Thanks!
Doug

[Klemen]

You do have a backup, don't you (see the first step of upgrade instructions again)?

My guess is your hesk_settings.inc.php file got corrupted. Try opening it directly in your browser and see if you get any errors (if yes - what kind of?). You can also try uploading a new hesk_settings.inc.php file to your server (the one from your backup or the one that came with hesk 2.1 zip file, but with the latter you will need to open it in Notepad and manually modify the MySQL login information:

Code: Select all

$hesk_settings['db_host']='localhost';
$hesk_settings['db_name']='hesk';
$hesk_settings['db_user']='test';
$hesk_settings['db_pass']='test';
$hesk_settings['db_pfix']='hesk_';

If this is the case and Hesk starts working again you will also have to run these MySQL queries in your MySQL client (or a tool like phpMyAdmin):

Code: Select all

CREATE TABLE `hesk_kb_attachments` (
  `att_id` mediumint(8) unsigned NOT NULL AUTO_INCREMENT,
  `saved_name` varchar(255) NOT NULL DEFAULT '',
  `real_name` varchar(255) NOT NULL DEFAULT '',
  `size` int(10) unsigned NOT NULL DEFAULT '0',
  PRIMARY KEY (`att_id`)
) ENGINE=MyISAM;

ALTER TABLE `hesk_kb_articles` ADD `attachments` TEXT NOT NULL;

ALTER TABLE `hesk_tickets` ADD `custom11` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom12` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom13` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom14` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom15` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom16` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom17` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom18` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom19` text NOT NULL;
ALTER TABLE `hesk_tickets` ADD `custom20` text NOT NULL;

ALTER TABLE `hesk_users` ADD `afterreply` ENUM( '0', '1', '2' ) NOT NULL DEFAULT '0' AFTER `categories`;