ERROR: Could not insert all templates

[JoeBorg]

Fatal error: ERROR: Could not insert all templates. - in/support/setup/steps/setup_step5.php on line 32

I am getting the above error when trying to install the Support Suite. I have no idea what this means as I cannot see the code.

Has anyone ever seen this, what is the solution?

I found this old thread: Fatal error: ERROR: Could not insert all templates

But there is no fix within the thread. Any help would be appreciated.

BTW: I tried uploading the file again in binary, still didn't work.

[Jamie Edwards]

Hi Joe,

If my memory serves me correctly this is a known issue to occur for a few and there is a fix, but I am afraid I cannot remember it offhand. Hopefully someone who does will post here, otherwise I suggest submitting a support ticket (click Get Support (tab) in your member's area).

Sorry I cannot be of more help, I will search the forums for the solution.

[craigbrass]

Hello Joe,

I just received your private message (even tho my signature says I don't give support via PM, email or IM *winks*).

Anyway, for Fatal error: ERROR: Could not insert all templates you linked to, I simply removed all files, downloaded latest stable from members area and reuploaded and the error did not appear. Maybe you should try this.

[JoeBorg]

Thanks for getting back to me craigbrass, sorry I didn't read your signature =\

Unfortunately this has not solved the problem however. I have downloaded mutliple stable versions of the application and re-uploaded them. I have even created a new database. I am still recieving the same error.

I have opened up a support case for this issue. Is there anyone to make the application not require that file, since its a template I am assuming it has nothing to do with the functionality. I also see multiple templates in the directory. Anybody have any idea what this is? Not sure what the line of code is trying to do that it can't.

[Jamie Edwards]

Hi Joe,

Are you using the Zend or IonCube encoded version of SupportSuite?

[JoeBorg]

I'm using the Zend version, it is preinstalled on the server.

[Jamie Edwards]

Hi Joe,

Are you able to try the IonCube encoded version? I have known users to encounter this problem when using the Zend encoded version.

It is a shot, buy if you do not want to go through this process then by all means do not and await the response of Support, who will be able to quickly trace and resolve the issue.

[chirpy]

I'm seeing the same problem, but I'm using the IonCube version.

[chirpy]

Follow-up: I didn't upload files using the GUI way; I downloaded 3.10.02 to my local PC, uploaded the entire tar.gz file (using binary of course) to my server, used SSH to log into my server, used gunzip to unzip the distribution into a temp directory, then used tar to extract the archive. Then I created a *new* tar archive that had all the new distribution but _excluded_ the config directory (as instructed). Then I extracted that new tar archive on top of the old installation.

Post-extraction, I successfully was able to browse to the "setup" page, start the upgrade process, and I watched Kayako proceed through nearly all the updates from my 3.00.32 release to the current release.

It barfed when it was updating the _current_ (3.10.02) release; all others seem to be performed fully / properly.

Now that I've seen all the Forum posts associated with this, I suspect there's a bug in the upgrade scripts -- one that doesn't catch a permission problem, or something.

Note: I've got an open support ticket on this.

[craigbrass]

Try unzipping the tarball on your desktop using WinZip. At this point, go into the upload folder and ZIP this folder up. Upload this then unzip via SSH. Works for me.

[mikelau13]

I am getting the same error, I am using the Zend and I am trying to install my first trial into my localhost.

I am using winxp.

Since it is in local machine, I just extracted the upload folder into the apache folder, so binary or not shouldn't be the problem.

I also already make sure Everyone has the premission to Read, Write and Read & Execute in both cache and files folder.

any clue?

[supportskins]

The issue is with the Zend build. Try installing the ionCube build, it should work.

[mikelau13]

double posted

[Jamie Edwards]

There are currently issues with our Yearly and Monthly Zend builds. Please use the latest CVS build or IonCube builds for the next few days.