404 error when upgrading HESK

[clemencello]

HESK version: 2.5.5
PHP version: 5.6.16
MySQL version: 5.5.50-cll

What terms did you try when SEARCHING for a solution: upgrade, update, updating Hesk

Write your message below:
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Just to confirm the upgrade steps.

"Delete or rename these HESK files/folders on your server:
- /help_files
- /language (if you modified any email templates save them)
- hesk_style.css
- hesk_javascript.js"

OK. Done that.

unzip. remove header, footer and settings files and then ftp the helpdesk_new directory so that it sits at the same level as the existing helpdesk directory. Correct?

Or should I be replacing the existing helpdesk folder?

Now attempt to connect to http://www.xxxxx.com/helpdesk_new/install/

When I attempt to connect to I get a 404 error.

Before I replace the existing helpdesk folder any reason I can't to access the install page correctly?

I've confirmed read/write permissions are correct.

Thanks for any help!

[Klemen]

You most likely get a 503 error (then a 404 because a document to handle 503 errors is not found). To be sure you would need to post URL of your help desk.

You need to overwrite existing files, not upload them to a new directory.

And don't skip 1st step (backup all files and database).

[clemencello]

Great. Thank-you. I appreciate your help. Suggestion on amending the upgrade instructions to make this blindingly obvious.

Simon


BACKUP YOUR EXISTING HESK DATABASE AND FILES
... or don't blame me if something goes wrong.

Note that HESK requires UTF-8 encoding! Make 101% sure your database is backed up, because HESK upgrade will attempt to convert the database to UTF-8! Also, when translating this version, make sure the encoding in text.php is set to UTF-8 and file saved as UTF-8 without byte order mark (BOM)!

Your existing Hesk files are contained in a single directory on your server. You will be replacing most of the contents of this directory with the contents of the folder you downloaded containing the new version of Hesk.

Before taking this step BACKUP YOUR EXISTING HESK DATABASE AND FILES
... or don't blame me if something goes wrong.

Delete or rename these existing HESK files/folders on the server:
- /help_files
- /language (if you modified any email templates save them)
- hesk_style.css
- hesk_javascript.js

HESK upgrade script might instruct you to delete some additional files.

Upload and place all of the new HESK files you downloaded into your existing Hesk directory on your server EXCEPT these ones (do NOT upload these files):
- hesk_settings.inc.php
- header.txt
- footer.txt

Your Hesk directory now contains the updated files you require for updating your copy of Hesk.

[Klemen]

Thanks, I amended the upgrade instructions with your suggestions for the next version release.