eSupport has broken???

[andyb28]

I am posting here as my urgent help desk message seems to have been ignored for 2 days now.

I have two seperate eSupport systems, for 2 domains, they have both started displaying this error.

The file /home/cybernet/public_html/support/index.php has been encoded with the ionCube PHP Encoder and requires the free ioncube_loader_lin_4.4.so ionCube PHP Loader to be installed.

We haven't changed anything, it just happened, have tried updating the ionCube but thats made no difference. Can anyone here add any pointers?

Thanks
Andy

[craigbrass]

Sounds like a problem I had a few weeks ago with an IonCube encoded file (non Kayako). Basically, PHP updated 4.4.7 and IonCube stopped working. Never found a simple way to fix it. I just added the loaders to load with Apache like Zend does and it worked like a treat.

[Jamie Edwards]

Hi Andy,

Originally Posted by andyb28

I am posting here as my urgent help desk message seems to have been ignored for 2 days now.

The support desk is closed during the weekends, which is why your ticket has not been dealt with yet.

I have two seperate eSupport systems, for 2 domains, they have both started displaying this error.

As Craig suggested, have you updated your PHP recently? If so, following his recommendation may resolve this.

We haven't changed anything, it just happened, have tried updating the ionCube but thats made no difference. Can anyone here add any pointers?

It could have been that your host has updated their PHP version and forgotten to add the loaders back into the php.ini file. You could also contact them for more information.

The file /home/cybernet/public_html/support/index.php has been encoded with the ionCube PHP Encoder and requires the free ioncube_loader_lin_4.4.so ionCube PHP Loader to be installed.

Have you checked to see if ioncube_loader_lin_4.4.so is actually uploaded to the ioncube folder within your support directory? Make sure it has been uploaded in binary mode (and not ASCII, which is what most FTP clients default to). Do this if you do not want to wait for your host.

[andyb28]

Thanks for the tips guys, I will take a look at your suggestions.

Support closed for the weekend?
Heh, I didn't realise companies still did that in this day and age

[andyb28]

Originally Posted by craigbrass

I just added the loaders to load with Apache like Zend does and it worked like a treat.

Craig, could you tell me how to do that?

I have checked the ioncube files are there and they are. Also tried updating it, but it made no difference.

[Jamie Edwards]

You may find this guide useful: http://www.webhostgear.com/77.html

[craigbrass]

http://www.ioncube.com/loader_installation.php is the official guide which you may also find useful.