Cant access Install page to update

[Tyler3cr12]

Script URL:
Version of script: 3.2.5
Hosting company: Own Server
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

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I have followed the instructions in the "HOW TO INSTALL.html" to a tee and got all the files into the server overwriting as it says but I cannot access the install page no matter how much I try

[Klemen]

What exactly happens when you try to open your website /install page?

[Tyler3cr12]

It sends me to the helpdesk

[Klemen]

That doesn't make sense, Hesk never does any redirects from /install to the index.

You probably have a custom redirect set up somewhere? Or files missing in the "install" folder?

Any better if instead of just /install you type: /install/index.php

[Tyler3cr12]

/install/index gives me the 404 error "Not Found"
we are gonna check if we have a custom redirect setup to prevent the install page from being accesses and will reply if it works

[Klemen]

Should be /install/index.php not /install/index

If nothing works I would try:
- backup existing files
- upload all hesk files again to the server, except hesk_settings.inc.php

[Tyler3cr12]

Sorry for not replying sooner it has been busy here
when I try /install/index.php it gives me 404 not found error
I have tried reuploading the files and it still doesn't open the page
we looked for custom redirects and couldn't find any

[Klemen]

In that case please contact your hosting company, give them the URL address and ask them to check if they find anything in their server logs.

[Tyler3cr12]

We host the server ourselves, this is my first time messing with our hesk server so I dont really know where the logs would be

[Klemen]

Check your web server error logs (PHP error log, apache error log etc). These should be on your server, depending on your setup and the server software you use.

[Tyler3cr12]

I just realized I misworded this, its not a redirect it just shows the helpdesk
the URL still has the /install
The software we use is NGINX, and PHPMyAdmin on a lempstack we are lost here as to where to find the logs, all the documentation we had was severely out of date or just not done

[Klemen]

Is your server available over the internet? If yes, can you give me (temporary) access to see what is going on (in a private message, not publicly)?

[Tyler3cr12]

Due to security reasons out of my control we cannot give you access to the server but we are willing to setup an online meeting and stream our access to the server so you can see and help walk us through this

[Klemen]

I understand that, but I avoid doing remote desktop/temviewer with free Hesk installations because, from experience, it eats up a lot of my limited time.

You may need to find someone familiar with the server software you use and ask them to help you troubleshoot this, as it must be a misconfiguration issue.

Also, if you have any server-side caching enabled, you should turn it off for your help desk folder.

[Tyler3cr12]

Update: After looking through more documents I realized I had made a mistake
I had kept putting the update files in the wrong directory, for some reason we have 3 different directories that all look exactly like HESK so it turns out i put the files in the wrong one
Install lage worked when I put it in the right one but then the submit_tickets.php broke cause of the code on line 211, which after turning the line into a comment by putting a # at the beginning fixed the issue