500 error

[colmtourque]

Can someone help me out here, having an issue with new installation. We moved our installation from a folder off the root of the webserver to the root and now anyone using IE7 gets 500 errors or blank screens when they click send on a new ticket. This is the only place this happens. I checked and folder permissions are configured correctly.
Here is a copy of my logs from IIS

#Date: 2007-09-17 20:07:04
#Fields: date time c-ip c-port s-ip s-port cs-version cs-method cs-uri sc-status s-siteid s-reason s-queuename
2007-09-17 20:07:04 192.168.0.36 59351 192.168.0.14 80 HTTP/1.1 GET /helpdesk/ - 1 Connection_Dropped DefaultAppPool
2007-09-17 20:09:57 192.168.0.36 59353 192.168.0.14 80 HTTP/1.1 GET /helpdesk/admin/ - 1 Connection_Dropped DefaultAppPool
2007-09-17 20:11:48 192.168.0.36 59527 192.168.0.14 80 HTTP/1.1 GET /test/ - 1 Connection_Dropped DefaultAppPool
2007-09-17 20:12:36 127.0.0.1 1290 127.0.0.1 80 HTTP/1.1 GET /helpdesk/admin/ - 1 Connection_Abandoned_By_AppPool DefaultAppPool
2007-09-17 20:12:36 192.168.0.36 59529 192.168.0.14 80 HTTP/1.1 GET /test - 1 Connection_Abandoned_By_AppPool DefaultAppPool
2007-09-17 20:30:02 192.168.0.33 50787 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-17 20:30:02 192.168.0.33 50788 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-17 20:38:51 192.168.0.33 50809 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-17 20:49:56 192.168.0.33 50831 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-17 21:05:05 192.168.0.34 50661 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-17 22:21:55 192.168.0.33 51095 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 12:24:20 192.168.0.36 49530 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 14:01:20 192.168.0.33 52523 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 14:23:20 192.168.0.33 52589 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 14:33:55 192.168.0.33 52622 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 14:33:55 192.168.0.33 52624 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 14:59:20 192.168.0.33 52696 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 16:10:55 192.168.0.33 53305 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 19:04:25 192.168.0.36 56231 192.168.0.14 80 - - - - - Timer_ConnectionIdle -
2007-09-18 20:00:50 192.168.0.33 53778 192.168.0.14 80 - - - - - Timer_ConnectionIdle -

I checked the forums and I'm using 512M for memory, and commented out error reporting in php.ini as well as turned on register globals. So is there an issue with IE7? This does not appear to happen to our user who has IE 6.

[supportskins]

Quite wierd that it happens only in IE7. Could be a browser related issue. Try clearing your browser cache and also try accessing the helpdesk using a different browser like Firefox and check if the issue persist.

[colmtourque]

will do, thanks.

But discovered something else, live response on my computer also returns a blank screen, does it through IE?

[supportskins]

Yes, it uses IE which is installed on your computer.

[colmtourque]

Just had a thought.
Our original site was at support.domain.alcomgt.com/helpdesk
We moved it to support.domain.alcomgt.com

Does that mess up the key, and could that explain some of our issues?

[supportskins]

No it does not but did you change the Product URL under software settings?

[colmtourque]

Yes
And this also happens in Firefox, I also sat down with the gentelman who had IE 6... he had IE 7 and does not see this at all, he also has Firefox and does not see this at all.

Any clues because that really throws a wrench in my whole theory.

I'm getting white screens on clicking Send and another guy is getting 500 errors.

[supportskins]

Have you modified any templates? And as suggested, did you change the Product URL?

[colmtourque]

I modified the product URL (sorry only just realized what you meant...) and it started to act real badly, every image is a broken link, now I can't get it back.
Please advise, where in the SQL db is that kept so I can change it.

[supportskins]

First login to the helpdesk - probably will just refresh then open the URL http://yourdomain.com/support/admin/...re&_a=settings in the same window, it will lead you to the settings page. Click on General Settings there and you should be able to change the Product URL again.

[colmtourque]

The admin page is totally unusable,

It's a series of broken links. I'm gonna have to run the setup again.

[colmtourque]

Got it back working again, and managed to change the link under general, so now it's pointing to support.domain.alcomgt.com

Still getting the bug, but in working with the others we found out the big difference, this is only happening when sending email, which means we probably need to check the email configuration.

[colmtourque]

OK I spoke with support and they suggested turning off SMTP and enabling IMAP. Did that, still having the same issue. I've looked through the posts and see nothing applicable. I have not modified any templates. I turned on a bunch of error logging in php and all I can get is 500 Internal Server Error. Can someone please point to any more suggestions before I have to come in at 4 AM to speak with a developer again. I'll offer a pint of your favorite drink to the problem solver next time your in town.
(note they'll have to serve it at a local bar and you must be present to win)

[colmtourque]

I'm gonna update this in case someone reads it and might be able to point me in the right direction. I've put a ticket into Kayako but have not heard back yet and would love to have some kind of answer. My understanding is that once you enable IMAP that is it, Kayako should nativly send messages not 500 error out. Anyone know what to do about that, any of the Kayako admins able to point me the right direction for help.

[craigbrass]

This issue has likely been passed to the developers and in which case may take longer than a usual ticket to be answered.