Hesk 2.1 will not work after updating php from 5.2 to 5.3

eadams · Post by **eadams** » Wed Dec 02, 2009 9:40 pm

Script URL:localhost
Version of script:2.1
Hosting company:localhost
URL of phpinfo.php:localhost\phpinfo.php
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

I recently updated my helpdesk software from 2.0 to 2.1 and everything worked fine. After updating my php from version 5.2.6 to 5.3 the help desk no longer works properly. Any one have any clue as to the problem? Also, I am not very savy with php so simplicity helps. Any help would be much appreciated as I have a ton of people trying to submit trouble tickets.

Post by **Klemen** » Thu Dec 03, 2009 8:02 am

HESK is fully compatible with PHP 5.3, so you will need to provide more info to get a good answer. The first thing you can check is this (a problem with PHP 5.3 on Windows platform):
viewtopic.php?t=2762

If that was not the issue give more details about the problem (what exactly isn't working, when is it happening (what page and what you are trying to do at the time of the error), if you turn on Debug mode in settings do you get any extra warning messages, ..) and post the information you were asked for:

Script URL:
Version of script: 2.1
Hosting company:
URL of phpinfo.php:
URL of session_test.php:

eadams · Post by **eadams** » Thu Dec 03, 2009 5:31 pm

The hesk software will go to the page (http://localhost/helpdesk/index.php?a=add) but it looks like half of the page is not displaying. It will not allow the category drop down to work but is does allow you to enter the name and email.

No real error is displayed.

Post by **Klemen** » Thu Dec 03, 2009 6:54 pm

In that case it's probably a MySQL connection error. You also can't view tickets or login to the admin panel, right? Check your MySQL settings and that MySQL is enabled in your PHP 5.3

eadams · Post by **eadams** » Thu Dec 03, 2009 8:50 pm

Klemen wrote:In that case it's probably a MySQL connection error. You also can't view tickets or login to the admin panel, right? Check your MySQL settings and that MySQL is enabled in your PHP 5.3

I have checked the php ini file and mysql is uncommented. I have also checked for the correct database name and password in the hesk_settings.inc file. Am I missing something in php?

Post by **Klemen** » Fri Dec 04, 2009 8:47 am

Try this:
- manually open hesk_settings.inc.php in Notepad (or a similar plain text editor)
- change

Code: Select all

$hesk_settings['debug_mode']=0;

to

Code: Select all

$hesk_settings['debug_mode']=1;

- save and upload the modified file
- try to add a ticket. When you are there (and page stops displaying after category) look at the HTML source (right click > View (page) Source) and see if you can find any warnings in the source code (use the find function to search for "warning", "error" and "notice" without quotes)

If you get something post the message here. If not you will need to find the error messages in your server logs.

eadams · Post by **eadams** » Fri Dec 04, 2009 3:14 pm

This is what I get when viewing the source code for the file index.php?a=add. I have seearched my server error logs and can't seem to find anything odd, only a few printer errors and thats it. I am begining to wonder if the file is complete it looks a little short when compared to my old one. Are the 2.0 and 2.1 index.php?a=add files the same? And if so, could I use my old one in place of the new one?

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
<head>
<title>EACC Helpdesk</title>
<meta http-equiv="Content-Type" content="text/html;charset=iso-8859-1" />
<link href="hesk_style.css" type="text/css" rel="stylesheet" />
<script language="Javascript" type="text/javascript" src="hesk_javascript.js"></script>
</head>
<body onload="javascript:var i=new Image();i.src='img/orangebtnover.gif';var i2=new Image();i2.src='img/greenbtnover.gif';">

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<title>EACC Information Technology</title>
<meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1">
</head>
<body>
<div align="center">
<img src="../img/Intranet_Logo_Top.gif"
</div>
</body>
</html>
<div align="center">
<table border="0" cellspacing="0" cellpadding="5" class="enclosing">
<tr>
<td>

<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="3"><img src="img/headerleftsm.jpg" width="3" height="25" alt="" /></td>
<td class="headersm">Submit a ticket</td>
<td width="3"><img src="img/headerrightsm.jpg" width="3" height="25" alt="" /></td>
</tr>
</table>

<table width="100%" border="0" cellspacing="0" cellpadding="3">
<tr>
<td><span class="smaller"><a href="http://eaccnet.eacc.edu/" class="smaller">EACC Intranet</a> >
<a href="http://eaccnet.eacc.edu/helpdesk" class="smaller">EACC Helpdesk</a>
> Submit a ticket</span></td>
</tr>
</table>

</td>
</tr>
<tr>
<td>

<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="7" height="7"><img src="img/roundcornerslt.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornerstop"></td>
<td><img src="img/roundcornersrt.jpg" width="7" height="7" alt="" /></td>
</tr>
<tr>
<td class="roundcornersleft"> </td>
<td>


<p>Please use the form below to submit a ticket. Required fields are marked with <font class="important"> *</font></p>

<form method="post" action="submit_ticket.php" name="form1" enctype="multipart/form-data"
onsubmit="Javascript: return hesk_suggestKB();" >


<table border="0" width="100%">
<tr>
<td style="text-align:right" width="150">Name: <font class="important">*</font></td>
<td width="80%"><input type="text" name="name" size="40" maxlength="30" value="" /></td>
</tr>
<tr>
<td style="text-align:right" width="150">E-mail: <font class="important">*</font></td>
<td width="80%"><input type="text" name="email" size="40" maxlength="50" value="" /></td>
</tr>
</table>

<hr />


<table border="0" width="100%">
<tr>
<td style="text-align:right" width="150">Category: <font class="important">*</font></td>
<td width="80%"><select name="category">

Post by **Klemen** » Fri Dec 04, 2009 3:55 pm

The script breaks when trying to connect to MySQL so that's the problem. Can't help you troubleshoot it though unless you can give me some error messages.

eadams · Post by **eadams** » Fri Dec 04, 2009 3:57 pm

Any tips for a newb as to what error messages and where i might find them?

Post by **Klemen** » Fri Dec 04, 2009 4:10 pm

Did you try what I suggested two posts ago (editing hesk_settings.inc.php file)?

eadams · Post by **eadams** » Fri Dec 04, 2009 4:15 pm

I turned on debug mode and have viewed several pages. If a problem is found, does it prevent the entire script from showing by stopping at a cetain line number? Or does it log errors someplace in the system? i cant seem to find any errors or am uncertain what i am looking for. I really appreciate the assistance with this problem as it has me very confused.

Post by **Klemen** » Fri Dec 04, 2009 4:19 pm

With the debug mode turned on try opening the index.php?a=add page again and view the HTML source - can you find any error mesasges in the source now?

eadams · Post by **eadams** » Fri Dec 04, 2009 4:30 pm

This is what I found in the php-errors file.

03-Dec-2009 15:48:48] PHP Warning: phpinfo(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'America/Chicago' for '-6.0/no DST' instead in W:\inetpub\wwwroot\phpinfo.php on line 1
[03-Dec-2009 15:49:41] PHP Warning: phpinfo(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'America/Chicago' for '-6.0/no DST' instead in W:\inetpub\wwwroot\phpinfo.php on line 1
[03-Dec-2009 15:51:18] PHP Fatal error: Maximum execution time of 60 seconds exceeded in W:\inetpub\wwwroot\helpdesk\inc\footer.inc.php on line 47
[03-Dec-2009 15:57:47] PHP Warning: phpinfo(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'America/Chicago' for '-6.0/no DST' instead in W:\inetpub\wwwroot\phpinfo.php on line 1
[03-Dec-2009 16:07:59] PHP Warning: phpinfo(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'America/Chicago' for '-6.0/no DST' instead in W:\inetpub\wwwroot\phpinfo.php on line 1
[03-Dec-2009 16:09:54] PHP Warning: phpinfo(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'America/Chicago' for '-6.0/no DST' instead in W:\inetpub\wwwroot\phpinfo.php on line 1
[03-Dec-2009 16:14:43] PHP Warning: phpinfo(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'America/Chicago' for '-6.0/no DST' instead in W:\inetpub\wwwroot\phpinfo.php on line 1

Post by **Klemen** » Fri Dec 04, 2009 4:37 pm

None of those error are related to the problem.

Try uploading the db_test.php file to your server inside the hesk folder, open it in browser and let me know what it says:
http://www.phpjunkyard.com/extras/db_test.zip

eadams · Post by **eadams** » Fri Dec 04, 2009 4:59 pm

This is what displayed after running the db_test.php file.

DEBUG: START
DEBUG: SETTINGS
DEBUG: COMMON
DEBUG: DATABASE

Fatal error: Call to undefined function mysql_connect() in W:\inetpub\wwwroot\helpdesk\db_test.php on line 22