PHPJunkyard support forum

Posted: **Fri Jul 23, 2010 6:54 pm**

Script URL: http://support.samsungflash.com
Version of script: 2.2
Hosting company: x10hosting
URL of phpinfo.php: http://support.samsungflash.com/phpinfo.php
URL of session_test.php: http://samsungflash.com/session_test.php
What terms did you try when SEARCHING for a solution: Session expired

Write your message below:

Hello everyone

I keep having session expired errors when using the admin fuction of Hesk Support on my site.
I can browse about 2 pages or so, then it will just cut out, mainly on categories, canned responses and users page.
The session expired error will appear and ask me to log in again, which repeats over and over again.

I have also had mentions that when submitting tickets, it will display Can't connect to SQL or something on them lines, however the ticket will still go through.

Any idea what's going on so you can enlighten me on to what to do?

Thank you
Jordan

Posted: **Sat Jul 24, 2010 3:50 pm**

You will need to check with your host why PHP sessions sometimes work and sometimes not. Even a simple session test file doesn't work all the time:
http://samsungflash.com/session_test.php

Posted: **Sat Jul 24, 2010 10:37 pm**

Thanks Klemen

Love the script and has helped me to help my visitors when they have problems.

Have contacted my host. Will let you know how it goes.

Thanks
Jordan

Posted: **Tue Jul 27, 2010 7:45 pm**

As mentioned before, I would give an update on the status.

It's now working fine and Corey, the administrator has fixed session issues.
I can now use every feature without it kicking me off

Thank you

Posted: **Mon Aug 30, 2010 7:35 pm**

Script URL: http://slc-admin3.scilabs.lsa.umich.edu ... /index.php
Version of script: hesk 2.2
Hosting company: umich.edu
Server software is: Apache/2.2.14 (Unix) PHP/5.3.1 mod_ssl/2.2.14 OpenSSL/0.9.8l
URL of phpinfo.php: http://slc-admin3.scilabs.lsa.umich.edu/~jed2/test.php
URL of session_test.php: http://slc-admin3.scilabs.lsa.umich.edu ... n_test.php
What terms did you try when SEARCHING for a solution: "Session Expired"
I am the system administrator for the server.

I am experiencing the same issue with Session Expired but it only occurs in the following Administration areas:
Manage categories - clicking on any of the options icons causes the session expired message to appear.
Manage users - clicking on the Manage users link randomly causes the session to expire;
Manage users - there is no submit button or link at the bottom of the manage users form so you can't submit changes.

It should be noted that I was not able to do either an update from 2.1 to 2.2 using your script. I had to install it as a new install and then was not able to import my exported data from the older version. Another variable that needs to be taken into account is that we moved to an intel mac os x 10.6.2 machine running the above noted server software from a Power Mac G5 running 10.5.8 running older versions of PHP (5.2.12) and MySQL (5.0.9).

What I have attempted so far:

1. Increased the session.gc_maxlifetime from 1440 to 86400 (per various recommendations I located via Google)

2. Set the session.save_path to "/tmp"

Neither of these things helped the issue and in fact seemed to make things worse. I did not have any of these problems using the older version and so may end up going back to the older version until these problems can be resolved.

Please be aware that we did pay you $40 to hopefully help in your development process. Therefore, I do not consider our request for help to be out of line in any way.

Posted: **Wed Sep 01, 2010 5:56 pm**

I don't see a logical reason why these pages would give an error while others don't - they all use the same login function.

You can try closing all browser windows, cleaning temporary Internet files and deleting cookies in case it's a cache problem.

If you would be willing to give me access to your help desk by any chance so I can test this myself let me know.

Posted: **Tue Sep 07, 2010 5:47 pm**

Would an admin account in HESK give you the access you need? I don't particularly want to give you access to our MySQL and/or web documents area. If so, I've created a user account for that purpose. Please email at jed(at)umich.edu

Posted: **Wed Sep 15, 2010 4:33 pm**

So am I to assume that since one week has passed there is nothing that can be done to fix these administration issues? I'm a little disappointed in the response I've received since we were silly enough to pay the $39 fee.

Posted: **Wed Sep 15, 2010 5:30 pm**

Unfortunately without access to the help desk and possibly your server my hands are tied as I am 99% sure it's either a server configuration issue or a local computer issue (perhaps some software blocking your session cookies?).

I am sorry to hear you are disappointed, but I can't troubleshoot a problem without the information I need. Please feel free to send me your license key and I will gladly refund your purchase.

Posted: **Wed Sep 15, 2010 6:32 pm**

Why are we not getting the same session expiration issues with another web application we are running on that same server. I've checked to be sure the correct permissions are configured and they are. Also, it's odd that it's only SOME of the administration modules rather than all of the application. Has anyone else complained of these same problems.

Posted: **Wed Sep 15, 2010 6:54 pm**

This is a snippet from our error_log apache log:

Code: Select all

Wed Sep 15 11:18:07 2010] [error] [client 141.211.59.30] PHP Notice:  Undefined index: remember_user in /Library/WebServer/Documents/hesk/admin/index.php on line 135, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 11:18:07 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 11:18:07 2010] [error] [client 141.211.59.30] PHP   1. {main}() /Library/WebServer/Documents/hesk/admin/index.php:0, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 11:18:07 2010] [error] [client 141.211.59.30] PHP   2. do_login() /Library/WebServer/Documents/hesk/admin/index.php:51, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 11:18:20 2010] [notice] child pid 1016 exit signal Segmentation fault (11)
[Wed Sep 15 11:19:37 2010] [error] [client 141.211.59.30] File does not exist: /Library/WebServer/Documents/hesk/~jed2
[Wed Sep 15 11:20:46 2010] [error] [client 141.211.59.30] PHP Notice:  Undefined index: remember_user in /Library/WebServer/Documents/hesk/admin/index.php on line 135, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 11:20:46 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 11:20:46 2010] [error] [client 141.211.59.30] PHP   1. {main}() /Library/WebServer/Documents/hesk/admin/index.php:0, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 11:20:46 2010] [error] [client 141.211.59.30] PHP   2. do_login() /Library/WebServer/Documents/hesk/admin/index.php:51, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 11:50:38 2010] [error] [client 141.211.59.30] PHP Notice:  Undefined index: remember_user in /Library/WebServer/Documents/hesk/admin/index.php on line 135, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=logout&token=178c9ee8557f12b900d83f83d5cf02405c446d18
[Wed Sep 15 11:50:38 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=logout&token=178c9ee8557f12b900d83f83d5cf02405c446d18
[Wed Sep 15 11:50:38 2010] [error] [client 141.211.59.30] PHP   1. {main}() /Library/WebServer/Documents/hesk/admin/index.php:0, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=logout&token=178c9ee8557f12b900d83f83d5cf02405c446d18
[Wed Sep 15 11:50:38 2010] [error] [client 141.211.59.30] PHP   2. do_login() /Library/WebServer/Documents/hesk/admin/index.php:51, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=logout&token=178c9ee8557f12b900d83f83d5cf02405c446d18
[Wed Sep 15 11:54:36 2010] [notice] child pid 1036 exit signal Segmentation fault (11)
[Wed Sep 15 12:40:40 2010] [error] [client 141.211.59.30] PHP Notice:  Undefined index: remember_user in /Library/WebServer/Documents/hesk/admin/index.php on line 135, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 12:40:40 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 12:40:40 2010] [error] [client 141.211.59.30] PHP   1. {main}() /Library/WebServer/Documents/hesk/admin/index.php:0, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 12:40:40 2010] [error] [client 141.211.59.30] PHP   2. do_login() /Library/WebServer/Documents/hesk/admin/index.php:51, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/index.php?a=login&notice=1&goto=%2Fhesk%2Fadmin%2Fmanage_canned.php
[Wed Sep 15 13:39:22 2010] [error] [client 66.249.68.149] File does not exist: /Library/WebServer/Documents/robots.txt
[Wed Sep 15 14:34:37 2010] [error] [client 141.211.59.30] PHP Notice:  Undefined index: remember_user in /Library/WebServer/Documents/hesk/admin/index.php on line 135, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:34:37 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:34:37 2010] [error] [client 141.211.59.30] PHP   1. {main}() /Library/WebServer/Documents/hesk/admin/index.php:0, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:34:37 2010] [error] [client 141.211.59.30] PHP   2. do_login() /Library/WebServer/Documents/hesk/admin/index.php:51, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:34:46 2010] [notice] child pid 24894 exit signal Segmentation fault (11)
[Wed Sep 15 14:35:55 2010] [error] [client 141.211.59.30] PHP Notice:  Undefined index: remember_user in /Library/WebServer/Documents/hesk/admin/index.php on line 135, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:35:55 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:35:55 2010] [error] [client 141.211.59.30] PHP   1. {main}() /Library/WebServer/Documents/hesk/admin/index.php:0, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:35:55 2010] [error] [client 141.211.59.30] PHP   2. do_login() /Library/WebServer/Documents/hesk/admin/index.php:51, referer: http://slc-admin3.scilabs.lsa.umich.edu/hesk/admin/
[Wed Sep 15 14:39:15 2010] [error] [client 95.108.158.245] File does not exist: /Library/WebServer/Documents/robots.txt
[Wed Sep 15 14:41:23 2010] [notice] child pid 1022 exit signal Segmentation fault (11)

Please note the PHP segmentation faults along with undefined index messages. I am not a PHP programmer but it appears that there must be some variables that are undefined or at least PHP considers them undefined.

Posted: **Thu Sep 16, 2010 6:30 am**

No, never seen this before. It looks like your server just stops outputting HTML (or executing PHP) after a number of loops for example in manage_categories.php

I noticed you still have some files from version 2.1 (or 2.0) uploaded, for example the admin/index.php one. So the first thing you should do is:
1. download Hesk 2.2 again
2. upload ALL version 2.2 files to the server again EXCEPT this one: hesk_settings.inc.php
Make sure you really upload all 2.2 files.
3. close all browser windows then open Hesk again and see if you still get the errors.

If yes let me know and we will work from there.

Posted: **Thu Sep 16, 2010 2:11 pm**

The admin index.php file was placed there by me yesterday out of desperation. I forgot to replace it with the newer version. However, since I did experience so many issues when installing the new version, it probably is a good idea to start fresh. Thank you.

Posted: **Thu Sep 23, 2010 4:34 pm**

I have installed Hesk 2.2 on a different server running PHP ver 5.3.2 and MYSQL mysqlnd 5.0.7-dev - 091210 - $Revision: 294543 this is running on a Mac OS X Snow Leopard server (10.6.4). Even in this environment the session expired issue occurs. The following if from the apache error_log file:

[Thu Sep 23 12:02:00 2010] [error] [client 141.211.59.30] PHP Notice: Constant HESK_ALREADY already defined in /Library/WebServer/Documents/hesk/inc/TreeMenu.php on line 797, referer: http://slc-web.scilabs.lsa.umich.edu/he ... canned.php
[Thu Sep 23 12:02:00 2010] [error] [client 141.211.59.30] PHP Stack trace:, referer: http://slc-web.scilabs.lsa.umich.edu/he ... canned.php
[Thu Sep 23 12:02:00 2010] [error] [client 141.211.59.30] PHP 1. {main}() /Library/WebServer/Documents/hesk/admin/manage_knowledgebase.php:0, referer: http://slc-web.scilabs.lsa.umich.edu/he ... canned.php
[Thu Sep 23 12:02:00 2010] [error] [client 141.211.59.30] PHP 2. HTML_TreeMenu_Presentation->printMenu($options = *uninitialized*) /Library/WebServer/Documents/hesk/admin/manage_knowledgebase.php:384, referer: http://slc-web.scilabs.lsa.umich.edu/he ... canned.php
[Thu Sep 23 12:02:00 2010] [error] [client 141.211.59.30] PHP 3. HTML_TreeMenu_Listbox->toHTML() /Library/WebServer/Documents/hesk/inc/TreeMenu.php:523, referer: http://slc-web.scilabs.lsa.umich.edu/he ... canned.php
[Thu Sep 23 12:02:00 2010] [error] [client 141.211.59.30] PHP 4. define('HESK_ALREADY', 1) /Library/WebServer/Documents/hesk/inc/TreeMenu.php:797, referer: http://slc-web.scilabs.lsa.umich.edu/he ... canned.php
[Thu Sep 23 12:02:12 2010] [error] [client 141.211.59.30] PHP Notice: Constant HESK_ALREADY already defined in /Library/WebServer/Documents/hesk/inc/TreeMenu.php on line 797, referer: http://slc-web.scilabs.lsa.umich.edu/he ... n_main.php

Perhaps the apache log might indicate something amiss in the configuration of the server as well as show the php files which are causing errors.

Just to add to the problems of this version when these session expire errors occur it also causes an http crash. For now I don't see how this version is useable for us. It's a little disappointing since we had been using it for about a year without issues until the update.

Posted: **Fri Sep 24, 2010 8:31 am**

Unfortunately these notices can't be the reason for the session expired issue because the TreeMenu file is used for Knowledgebase only, but the error occurs for other parts of Hesk as well.

Please check your private messages.

PHPJunkyard support forum

Session expired problems

Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems

Re: Session expired problems continue

Re: Session expired problems