Admin Settings - unable to save

[andrefortier]

Script URL: http://www.andrefortier.com/support/admin/index.php
Version of script: HESK264
Hosting company: midphase.com
URL of phpinfo.php: don't know where to find this
URL of session_test.php: don't know where to find this
What terms did you try when SEARCHING for a solution:
admin settings unable to save
Write your message below:

I moved to a new host, http://www.midphase.com. I created a database afortier_supportdesk and then imported the table from a SQL export that I did form my previous host. Then I installed HESK v264.

I have an issue with my HESK help desk application that is installed at http://www.andrefortier.com/support I need to update some settings parameters and after attempting to save, I receive an error that the page cannot be found, my HESK Settings changes are not actually saved after I log back into my Admin account. There is a SQL database associated with HESK which I added this morning and then I did the installation of HESK.

Here’s how to recreate the issue

1) Login to the HESK admin:

http://www.andrefortier.com/support/admin/index.php
Username: **************************
Password: *************************

2) Click the settings icon near the top.

3) apply changes to some of the settings

change webmaster to: *******************@andrefortier.com
change from Email to: ******************@andrefortier.com

Note: You can also see the SQL database parameters at the bottom of that screen.

You can click the ‘TEST mySQL connection’ if you like and it returns success.

4) Click SAVE CHANGES button

5) I get redirected to my Wordpress blog page at http://www.andrefortier.com and an error "This is somewhat embarassing, isn't it? it seems we can't find hwat you're looking for. Perhaps searching can help.

I don't know how to resolve this issue.


(edit by Klemen: removed passwords)

[Klemen]

The error you are getting is not something HESK generates, so it's something server-side.

Based on your description I suspect that the problem is a security feature on the server, probably a "mod_security" false positive. This module blocks HTTP requests based on patterns that are not always reliable.

The solution would be to contact your hosting company asking to verify the mod_security audit log, then they should either disable mod_security for your "support" folder completely or at least the mod_security rules that are getting triggered falsely.

[andrefortier]

Thank you. I contacted my hosting company and they confirmed that it is a modsecurity issue, I was informed that they added 2 modsecurity exception rules although they didn't specify the details. They made the changes and now I'm able to save the settings. Thank you very much for your response.