Kayako logo
SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.

Reply
 
LinkBack Thread Tools Search this Thread Display Modes
  (#1) Old
mont Offline
New Member
 
Posts: 6
Join Date: Oct 2007
Can't insert file with attachment - 26-10-2007, 11:47 PM

We can insert a file in the Downloads section with a link but we can't insert one with an attached file.

It claims it succeeded because we get the "Download File "ADAMS 2.0 Release Notes PDF" inserted successfully" message but the file is not actually there.

Our test file is only 76 KB.

Any help is appreciated.

Thanks,
-Mont
   
Reply With Quote
  (#2) Old
supportskins Offline
Senior Member
 
supportskins's Avatar
 
Posts: 3,845
Join Date: Aug 2006
Location: Mumbai, India
27-10-2007, 11:05 PM

Mont,
You can troubleshoot with the following points:

1) Your PHP configuration is set not to allow uploads
2) Your attachment size is larger in size then the memory_limit, file upload size set in php.ini



Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support
Our Skins and Services - http://www.supportskins.com/store/
SupportSkins.com - http://www.supportskins.com/
   
Reply With Quote
  (#3) Old
mont Offline
New Member
 
Posts: 6
Join Date: Oct 2007
30-10-2007, 05:41 PM

The problem turned out to be permissions on the files directory. Apparently some Windows lockdown program set Anonymous Web Users to be denied wrote access. Once I changed this files could then be uploaded/downloaded.

However I still have a problem.

I changed upload_max_filesize to be 50M. When I try and upload a 45 MB file I get an error that the file exceeds the limit of 8MB (specifically a PHP Warning that the POST Content-Length of 46715906 bytes exceeds the limit of 8388608 bytes).

So I am assuming that there is another limit somewhere that I have missed. Does anyone know what it is?

Thanks,
-Mont
   
Reply With Quote
  (#4) Old
supportskins Offline
Senior Member
 
supportskins's Avatar
 
Posts: 3,845
Join Date: Aug 2006
Location: Mumbai, India
30-10-2007, 11:47 PM

Extend your PHP memory_limit setting as well.



Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support
Our Skins and Services - http://www.supportskins.com/store/
SupportSkins.com - http://www.supportskins.com/
   
Reply With Quote
  (#5) Old
mont Offline
New Member
 
Posts: 6
Join Date: Oct 2007
31-10-2007, 12:42 AM

I increased memory_limit from 128M to 256M and (just in case) max_execution_time from 30 to 120.

I still get the same error message saying that the file exceeds the 8 MB limit.

Thanks,
-Mont
   
Reply With Quote
  (#6) Old
supportskins Offline
Senior Member
 
supportskins's Avatar
 
Posts: 3,845
Join Date: Aug 2006
Location: Mumbai, India
31-10-2007, 01:14 PM

Did you restart your webserver after making the changes to php.ini? Check your server phpinfo if the changes you made are in effect.



Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support
Our Skins and Services - http://www.supportskins.com/store/
SupportSkins.com - http://www.supportskins.com/
   
Reply With Quote
  (#7) Old
mont Offline
New Member
 
Posts: 6
Join Date: Oct 2007
31-10-2007, 04:29 PM

Yes I had re-started my web server and my new values appeared in the phpInfo (though re-starting the web server appears not to be necessary as edits appear in the phpInfo upon a refresh).


The problem turned out to be the post_max_size parameter in php.ini. Once I increased this to 50M my upload worked fine.


In the end I changed these php parameters to allow larger uploads:
upload_max_filesize
post_max_size


Does anyone know if max_execution_time and/or max_input_time are related to the time it takes to upload or download a file? I've tested internally and it takes less than 30 seconds (the current max_execution_time) for me to upload a 45 MB file. But if a customer had a slower connection and it took longer than 30 seconds to upload (or download) would either or both of these parameters be a problem?

Thanks,
-Mont
   
Reply With Quote
Reply

Tags
attachment, insert

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On

Similar Threads
Thread Thread Starter Forum Replies Last Post
Delete ticket = delete attachment file Chuckler SupportSuite, eSupport and LiveResponse 0 05-11-2006 01:47 PM



Powered by vBulletin® Version 3.7.2
Copyright ©2000 - 2008, Jelsoft Enterprises Ltd.
Search Engine Optimization by vBSEO 3.2.0
vBulletin Skin developed by: vBStyles.com


1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46