Update from HESK 3.1.1. to 3.2.0

[jaapvdv]

Script URL: helpdesk.eisergon.nl
Version of script: 3.1.1
Hosting company: strato.nl

URL of phpinfo.php: https://helpdesk.eisergon.nl/phpinfo.php
URL of session_test.php: https://helpdesk.eisergon.nl/session_test.php

What terms did you try when SEARCHING for a solution:
update 3.2.0 error 500

Write your message below:
Following the steps in HOW TO INSTALL.html lead to an 'error 500' message in step 4.

Downgrading to 3.1.1 works without problems. Different browsers: Safari, Opera, Chromium same message/problem

What to do, to succesfully update to version 3.2.0?

[Klemen]

500 is a server-side error message, not something Hesk generates.

Do you have access to any server error logs to see what the actual error message was? Please check with your hosting company.

[jaapvdv]

I just restored 3.1.1 (again) this version of HESK works without problems or error messages.

So it seems connected to the update to version 3.2.0.

[Klemen]

Yes, but like said, the 500 error doesn't really tell anything, it's a generic server-side error.

Your server logs should contain the exact error message that caused the server to display the 500 error.

[jaapvdv]

Below the error log lines after updating the HESK files to 3.2.0 and trying to access /install:

08.03.2021 10:02:12 helpdesk.eisergon.nl [client 83.128.73.0] AH01215: PHP Warning: require(../inc/database_mysqli.inc.php): failed to open stream: No such file or directory in /mnt/web503/a0/25/510500025/htdocs/helpdesk.eisergon.nl/inc/common.inc.php on line 291: /home/strato/http/premium/rid/00/25/510500025/htdocs/helpdesk.eisergon.nl/install/index.php
08.03.2021 10:02:12 helpdesk.eisergon.nl [client 83.128.73.0] AH01215: PHP Fatal error: require(): Failed opening required '../inc/database_mysqli.inc.php' (include_path='.:/opt/RZphp73/includes') in /mnt/web503/a0/25/510500025/htdocs/helpdesk.eisergon.nl/inc/common.inc.php on line 291: /home/strato/http/premium/rid/00/25/510500025/htdocs/helpdesk.eisergon.nl/install/index.php
08.03.2021 10:02:15 helpdesk.eisergon.nl [client 83.128.73.0] AH01215: PHP Warning: require(../inc/database_mysqli.inc.php): failed to open stream: No such file or directory in /mnt/web503/a0/25/510500025/htdocs/helpdesk.eisergon.nl/inc/common.inc.php on line 291: /home/strato/http/premium/rid/00/25/510500025/htdocs/helpdesk.eisergon.nl/install/index.php
08.03.2021 10:02:15 helpdesk.eisergon.nl [client 83.128.73.0] AH01215: PHP Fatal error: require(): Failed opening required '../inc/database_mysqli.inc.php' (include_path='.:/opt/RZphp73/includes') in /mnt/web503/a0/25/510500025/htdocs/helpdesk.eisergon.nl/inc/common.inc.php on line 291: /home/strato/http/premium/rid/00/25/510500025/htdocs/helpdesk.eisergon.nl/install/index.php
08.03.2021 10:02:22 helpdesk.eisergon.nl [client 83.128.73.0] AH01215: PHP Warning: require(../inc/database_mysqli.inc.php): failed to open stream: No such file or directory in /mnt/web503/a0/25/510500025/htdocs/helpdesk.eisergon.nl/inc/common.inc.php on line 291: /home/strato/http/premium/rid/00/25/510500025/htdocs/helpdesk.eisergon.nl/install/index.php
08.03.2021 10:02:22 helpdesk.eisergon.nl [client 83.128.73.0] AH01215: PHP Fatal error: require(): Failed opening required '../inc/database_mysqli.inc.php' (include_path='.:/opt/RZphp73/includes') in /mnt/web503/a0/25/510500025/htdocs/helpdesk.eisergon.nl/inc/common.inc.php on line 291: /home/strato/http/premium/rid/00/25/510500025/htdocs/helpdesk.eisergon.nl/install/index.php

[Klemen]

This means you don't have all the required files.

Make sure you upload the patch files over your existing Hesk files to make sure all the includes are there.

So if your help desk is at example.com/helpdesk then the patch files must go into the same folder (overwrite existing files).

[jaapvdv]

Retried updating, worked this time.

Thanks.