Error on installation 2.6.4

[jonpowe]

I had to uninstall and reinstall 2.6.4 trying to trouble shoot a problem on our site.
After installation I get an error on the admin screen that shows "Unable to run SQL"
Now when trying to reinstall 2.6.4 it hangs on Migrate IP / Email Bans

Anyone else experience problems with installation like this?

Thank You,
Jon

[mkoch227]

After installation I get an error on the admin screen that shows "Unable to run SQL"

Turn on debug mode in hesk settings (if you can't log into the admin panel, open hesk_settings.inc.php and set $hesk_settings['debug_mode'] equal to 1 instead of 0) and then try what you were doing again. You'll still get an error, but the actual SQL error will be shown.

If you tried to reinstall, make sure you uninstalled first and then tried again; otherwise unpredictable things can happen.

[jonpowe]

I should add that both tables are empty. It has been running now for 30 minutes stuck on this task.

[mkoch227]

It shouldn't take a half hour trying to migrate IP/email bans. When you went to reinstall 2.6.4, did you uninstall Mods for HESK first? Or did you just run the installer again without uninstalling?

[jonpowe]

I followed the process and instructions to uninstall to a T. I was able to access Hesk and it worked fine. But when I went to reinstall Mods it hung at that step and now I can't do anything with it.

On reinstall I selected no previous installation. It completes 2.0.0 then moves to the task of migrating IPs and emails and hangs. I am unable to complete the installation.

- Jon

[mkoch227]

When the installer hangs, go back, and then select 2.0.0 as your current version. That will bypass the IP/Email ban migration.

[jonpowe]

That worked, I was able to reproduce the error and the detail shows:

"Can't execute SQL: SELECT * FROM `hesk_statuses` ORDER BY `sort` ASC"
MySQL said:
Unknown column 'sort' in 'order clause

[mkoch227]

Hmm... strange. Check the following for me using phpMyAdmin or any other database tool:

• Is there a `download_count` column on the hesk_attachments table?
• Is there a `download_count` column on the hesk_kb_attachments table?
• Is there a `html` column on the hesk_tickets table?
• Is there a `html` column on the hesk_stage_tickets table?

[jonpowe]

Is there a `download_count` column on the hesk_attachments table? - Yes
Is there a `download_count` column on the hesk_kb_attachments table? - Yes
Is there a `html` column on the hesk_tickets table? - Yes
Is there a `html` column on the hesk_stage_tickets table? - Yes

[mkoch227]

Interesting. Run the following SQL queries (one at a time) against your hesk database (using phpMyAdmin or any other SQL tool):

Code: Select all

ALTER TABLE `hesk_statuses` ADD COLUMN `sort` INT

Code: Select all

UPDATE `hesk_statuses` SET `sort` = `id`

(where hesk_ is your database prefix)

[jonpowe]

New error:

Can't execute SQL: SELECT `text`, `Key`, `language` FROM `hesk_statuses` AS `statuses` LEFT JOIN `hesk_text_to_status_xref` ON `status_id` = `statuses`.`ID` AND `language` = 'English' WHERE `statuses`.`ID` = 0

MySQL said:
Unknown column 'Key' in 'field list'

[jonpowe]

New error:

Can't execute SQL: SELECT `text`, `Key`, `language` FROM `hesk_statuses` AS `statuses` LEFT JOIN `hesk_text_to_status_xref` ON `status_id` = `statuses`.`ID` AND `language` = 'English' WHERE `statuses`.`ID` = 0

MySQL said:
Unknown column 'Key' in 'field list'

Checking to see if there were any thoughts on this error.

Thank You,
Jon

[mkoch227]

Something is definitely wrong with your database right now, as you seem to be missing several columns somehow. I'm currently working on creating a database validation tool, so once I'm finished creating it (should be done in the next day or so), I'll send it your way to validate your database.

[jonpowe]

Fantastic!

Thank you!

[mkoch227]

So I finally got around to making a database validator (so sorry for the delay ). Anyhoo, I finally finished it. Simply (1) download a fresh copy of Mods for HESK and copy over the /install folder to your helpdesk installation, then (2) download this file and drop it in your helpdesk's install/mods-for-hesk folder. Once that's uploaded, just go to http://<path to your helpdesk>/install/mods-for-hesk/database-validator.php. You should then see a bunch of database checks, along with a "Success" or "Failure" appear. Let me know what the results of your test are.