Attachments

[Oana]

Maybe someone has an idea...
I have a problem when trying to add big files as attachments. First I set the max_packet_size in my.ini to 10M. When I tried to set the chunk size in admin to 5.000.000 if I uploaded a file bigger than 5MB it gave an error : Invalid SQL: Insert into swattachmentchunks (attachementid,contents) values ('100', a bunch of gibberish).
Then I set the chunk size to 15.000.000 and 10.000.000 but in both cases I had the error for any file bigger than 1MB.
How can I make it work? I don't care if it's a limitation of file sizes to be uploaded but I don't want the error as is very unprofesional to our clients and we must be able to upload files, at least small ones...

[Oana]

I made new tests :
For chunksize = 10.000.000 it gave the Invalis Sql error for each file bigger than 1MB.
For chucksize=1.000.000 the error was there for file of 7.316.480 bytes but it was ok for a file of 5.374.930 bytes.

[Oana]

New update:
I let the page with the error try to load until it stopped. Sometimes it gives CGI Application Timeout other times it said File 'c:\mysql\share\charsets\?.conf' not found (Errcode: 2)
Character set '#33' is not a compiled character set and is not specified in the 'c:\mysql\share\charsets\Index' file

A solution to the scond message would be to set the default character set to latin1 but I am afraid it would impact on other parts of SupportSuite.

The solution to the first mesage is to make the CGI timeout much biggre, I will do that and see what happens.

[BigDawgRob]

I've had problems with e-mail attachments and found the following tips helped sort things out..
1. The script execution time is as important as the upload size to try extending the 'max_execution_time' parameter in your php.ini file.
2. In the admin panel make sure the Settings > Tickets > Database Attachment Chunk Size value is correct (I believe the max_packet_size should be a higher value than this.
3. I did find a case sensitivity bug with our version of SupportSuite (http://bugs.kayako.net/?do=details&id=1460)

Hope these help,

[Oana]

I already increased the max_execution_time to 600 because I couldn't download attachements(the download stopped suddenly). Do you think I should increase it more?

[BigDawgRob]

I have mine set to 600 and I would have thought that's enough. Another thing to try would be to set Kayako to save attachments as files rather than database entries and see if you have more luck..

[Oana]

I have increased the CGI application timeout only to discover that it still gives the message with the characters.
I found out there is a bug in mysql : http://dev.mysql.com/doc/refman/5.0/...cter-sets.html
and tryied to apply this advice :
"About the charset problem, I added character-sets-dir="C:\Program Files\MySQL\MySQL Server 4.1\\share\charsets"
under [client] in my.ini and it worked!"

but for me it didn't work.
So because of lack of time i set the attachments to be saved in files directory and this solved the problem.

[johnham]

I think there might be a typo in the Admin section of SupportSuite! I was having the problem with large attachments that caused my browser to produce an error with jibberish (the binary contents of the file).

I set the database chunk size to 524288 (512KB) and my max_allowed_packet was 1MB.

THIS FIXED IT!!!

I think the the following statement:
Each Attachment stored in the Database is split into a number of chunks, Specify the Chunk Size in this option. This Number should be more than the Max Packet Size setting in your my.cnf (MySQL Configuration File).

needs to be changed to:
Each Attachment stored in the Database is split into a number of chunks, Specify the Chunk Size in this option. This Number should NOT be more than the Max Packet Size setting in your my.cnf (MySQL Configuration File).

This makes more sense cause when you send a packet to MySQL it needs to be accepted to be recorded. If the packet/chunk is BIGGER than the max packet size then it's not gonna get recorded!