entered wrong value for prod_url now site does not work

[sgwebb]

I accidently updated the prod url to host/ only
now nothing works.. I went into the database and manually fixed the db entry there.. but i am getting missing files for images and logging in does nothing since prod_url is wrong in the config files somewhere...

I have searched all files under the support directory and could only find files under /cache that had host/ only in them.

It appaears that there is some php file, or other db setting? but searching is not finding any that contain the values also .. is there a way to reg-gen or re-config the conf files with the correct prod_url from the command line or via setup?

[sgwebb]

new info here .. this is driving me to the brink of insanity...

Where is this stuff getting set? (NOTE I CHANGED MY ACTUAL HOST NAME TO "HOST" for this posting .. BUT I am still missing the .com after entering the wrong value into product_url.. I have changed this in the database.. but the code was updated somehwhere and I can still not get this to work.
It is not from the basejs.js file either



head>
<title>"HOST".com - Powered By Kayako SupportSuite</title>
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8"><!-- default stylesheet -->
<link rel="stylesheet" type="text/css" media="all" href="http://"HOST"/support/index.php?_ca=css" />
<!-- default javascript -->
<script language="Javascript">
var themepath = "http://"HOST"/support/themes/client_default/";
var swiftpath = "http://"HOST"/support/";
var BLANK_IMAGE="http://"HOST"/support/themes/client_default/space.gif";
var swiftsessionid = "";
</script>

<script language="Javascript" src="http://"HOST"/support/themes/client_default/basejs.js" type="text/javascript"></script>
</head>

[AlternateImage]

I did this too! Could have kicked myself.

My solution is definately low tech tho. Go into the history on your browser and you will find the general settings page. It will be all messed up with missing icons but you should be able to stumble through it. Change the url there and you should be fine.

[sgwebb]

I am now "thinking" that this is something in the database .. here is what I did .. I have installed a new instance of the support suite. verified it was working.. then copied the config.php file from where I have the issue to the new install.. The issue comes back, replace the new install with the fresh working config.php file and the issue goes away.. NOW what could it be in the database? I have replaced the product_url in 2 locations from host/ to host.com/ .. checked the new install and it is the same .. using php mysql admin searched for host did not find any more entries in the database..

anyone out there have any other thoughts? I really do not want to loose my tickets, customizations, ect ...

[sgwebb]

hmm .. I just tried the accessing the history and it did not work.. I get asked for login, did that then tried again and asked for the login again .. I guess it has been to long since I changed it (nearing 48 hours) so the session is now gone .. Wish I had thought of that one before

[User Name]

Use phpmysql to change it in the database. The table is "swsettings".
After you change it make sure to clear your browser cache.

[sgwebb]

Thanks for the update .. I have tried this .. and thought it was going to be as simple as that .. but there appears to be other things going here that is really puzzling me..


I used the phpmysqladmin searched for the host_name

Found it .. in the following tables.

swsettings
swregistry

Updated both, verified the settings are correct format
http://www.host.com/support/

Cleared the cache in my browser .. same issue

Even went as far as to accessing from another PC that I had never used the product on, and the issue occurs there...

This got me thinking that the files needed to be regenerated as I found some
.js files that had the full path in them, located in support/cache
cleared those got an error message .. so I replaced them but manually changing the files using textpad to the correct path again www.host.com/support restested and still the issue exists...

Lastly I thought if I change the conf file, I can see what is going on and the test listed above occurred .. which makes me "think" it could be a database issue..

[User Name]

Sounds like an issue for support. Have you submitted a ticket?

[sgwebb]

After previous experience with them I gave up a long time ago .. I am sure I can figure this out before I get an answer or maybe even a response from them

[User Name]

Originally Posted by sgwebb

After previous experience with them I gave up a long time ago .. I am sure I can figure this out before I get an answer or maybe even a response from them

Maybe so, but in the meantime you could log a ticket with them. Who knows, maybe while you're waiting on a response here you'll get an unexpected one from support....

[sgwebb]

well .. I have the hard solution..

I am going to hard code the paths for

var themepath = "http://"HOST"/support/themes/client_default/";
var swiftpath = "http://"HOST"/support/";
var BLANK_IMAGE="http://"HOST"/support/themes/client_default/space.gif";

I think this has something to do "swift" it has to be run somehow to generate the correct path from the db produrl ... I have tried to re-run steps from install to get the files to generate but no such luck.. I know hardcoding the paths will work.. and I can get it done in a couple of hours or less.. so that is the route I am going to take

[sgwebb]

Okay .. I have been working too late on this and thinking too much about it..
(I work for Oracle, and tend to over analyze these simple scripts) However,
it turns .. i was updating the wrong database, I created a test install before and that was the db I was updating.... (duh should have verified the conf.php)

SO .. the fix for this is to update the table directly..
after doing this i got an error message that it was not installed and to run setup.. I first thought the registry table (swregistry) tried to update the value there and it hung.. tried again from another pc.. hung again.. so went to the test db and exported the table, dropped it in the instance giving the errror and imported it in .. all works fine now

Thanks to those of you that tried to help me out..

[User Name]

Ha, ha. Glad it's working. Nice of you to post the solution for others, too.