HELP! Problem Upgrading to bulid 32 from 28

timecurve · **HELP! Problem Upgrading to bulid 32 from 28 -** 31-12-2005, 12:00 AM

Done several upgrades in the past without any problems. This time upgrading to build 32. Got all files uploaded from upload directory, gto through License screen, on Verify Screen everything looks good, however it would not take my Username and Password! And I know it is good. I can see my user name in the database throgh SQL Admin although the password is ecrypted I know what it is, been logging in with it every day! Please help our help desk is down!

timecurve · 31-12-2005, 01:17 AM

Should the database name, username, and password in the config.php file be within quotes or without? i.e:

$_DB["hostname"] = localhost;

or

$_DB["hostname"] = "localhost";

Neil-UKWSD · 31-12-2005, 01:22 AM

Hi,

It should have the quotes like your second example.

timecurve · 31-12-2005, 01:34 AM

on the verify screen it is asking for a username and password to the SupportSuite right? Why doesnt it take it? Any ideas?
I think what happend was that this build (32) had a Config folder in the Upload directory and I have overwritten the existing one. I believe I'm putting the correct info into config.php since it verifies connection to database. Why doesn't it take the username and password?

Neil-UKWSD · 31-12-2005, 01:39 AM

Hi,

It's asking for the admin username and password for your install, it would only reject the logins if your not entering the correct details.

timecurve · 31-12-2005, 01:40 AM

Can you tell me if I upload bulid 27 (the one that was there before I started the update) will it work? The update did not go past the verify screen.
Thanks.

Neil-UKWSD · 31-12-2005, 01:41 AM

Hi,

Rolling back the files should be fine as you have not completed the upgrade or the database.

timecurve · 31-12-2005, 04:08 AM

After putting build 27 files back I get the following error when trying to open support suite:

Invalid SQL: SELECT `vkey`, `data` FROM `swregistry` WHERE `vkey` IN('languagecache','usergroupsettingcache','staffa ssigncache','groupassigncache','staffcache','tgrou passigncache','settingscache','tgroupcache'); (Table 'timecu2_helpdesk.swregistry' doesn't exist)
SupportSuite is not installed, Please run setup/index.php to run SupportSuite

Any ideas? Looks like I'm stuck, can't toll back and can't update...

Need help badly.... Thanks in advance!

timecurve · 31-12-2005, 04:23 AM

Looks like default TABLE_PREFIX in config.php was set to "sw" and in reality my table have "as" prefix. I changed it in config.php but same problem, it claims that it cannot find the "asregistry" table. The table is actually called asRegistry, as far as i know SQL is case insensetive isn't it? What am I missing?

fmckinnon · 31-12-2005, 04:36 AM

I'm having this exact same problem - I have NO CLUE what UserID/Password they are asking for on the auto-upgrade page, but I'm entering the correct userID/password for the database, and I've also tried my old /admin userID/password - nothing works.

I saved my old /esupport folder as cp -RF esupport esupport2.3_bak - - - tried to restore that, but still get the same error as timecurve above - it thinks I'm on v3 still ... says it's not installed, and I've opened a Critical Level ticket for kayako - hope somebody can help!

timecurve · 31-12-2005, 04:41 AM

fmckinnon please keep me posted if you hear anything! I'd appreciated!

I think here what happened. The config.php file was changed by the installation of the very first v3. What the installation added to it I don;t know. The problem is that the upload folder of the latest bulid - 32, contains empty config folder with empty config.php in it. I didn';t notice it and overwrote my original config.php. Previous version that I installed build 27 didn't have this folder.... If you saved your original config folder you can try using it.

timecurve · 31-12-2005, 04:51 AM

I did a quick test. I run manually this query in my SQL Admin, and received same error. If however I change "asregistry" to "asRegistry" then query runs fine. Somewhere there is gotta be a setting that tells the code whether to use lower or upper case for table names.
Any clues?

fmckinnon · 31-12-2005, 04:54 AM

timecurve -
I have multiple versions in _bak folders - everytime I upgrade, I create a _bak of the previous version - none of them have a /config folder. All of them have /admin/config.php - but so does the v3. I think when you begin the setup/index.php - even by accepting the license, it must do SOMETHING to the database ... b/c I've rolled back everything, but it still thinks I'm using v3.

timecurve · 31-12-2005, 04:59 AM

I think I know why it does not accept username/password, because it cannot find table xxUsers (where xx is the prefix of the table), it probably again queries for "xxusers" instead of "xxUsers" and the query fails, thus it reports invalid username/password.

timecurve · 31-12-2005, 05:03 AM

fmckinnon

If I understand correctly this is a first time you tried upgrading to v3 from v2? If that's the case then something is wrong with this installation, since I upgraded from version 2 to v 3.00.12, then later to v 3.00.26 and finally to v 3.00.27, and all without a single problem.

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timecurve Offline New Member Posts: 15 Join Date: Sep 2005	31-12-2005, 01:17 AM Should the database name, username, and password in the config.php file be within quotes or without? i.e: $_DB["hostname"] = localhost; or $_DB["hostname"] = "localhost";

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	31-12-2005, 01:22 AM Hi, It should have the quotes like your second example. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	31-12-2005, 01:39 AM Hi, It's asking for the admin username and password for your install, it would only reject the logins if your not entering the correct details. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

timecurve Offline New Member Posts: 15 Join Date: Sep 2005	31-12-2005, 01:40 AM Can you tell me if I upload bulid 27 (the one that was there before I started the update) will it work? The update did not go past the verify screen. Thanks.

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	31-12-2005, 01:41 AM Hi, Rolling back the files should be fine as you have not completed the upgrade or the database. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

timecurve Offline New Member Posts: 15 Join Date: Sep 2005	31-12-2005, 04:23 AM Looks like default TABLE_PREFIX in config.php was set to "sw" and in reality my table have "as" prefix. I changed it in config.php but same problem, it claims that it cannot find the "asregistry" table. The table is actually called asRegistry, as far as i know SQL is case insensetive isn't it? What am I missing?

timecurve Offline New Member Posts: 15 Join Date: Sep 2005	31-12-2005, 04:51 AM I did a quick test. I run manually this query in my SQL Admin, and received same error. If however I change "asregistry" to "asRegistry" then query runs fine. Somewhere there is gotta be a setting that tells the code whether to use lower or upper case for table names. Any clues?

timecurve Offline New Member Posts: 15 Join Date: Sep 2005	31-12-2005, 04:59 AM I think I know why it does not accept username/password, because it cannot find table xxUsers (where xx is the prefix of the table), it probably again queries for "xxusers" instead of "xxUsers" and the query fails, thus it reports invalid username/password.

timecurve Offline New Member Posts: 15 Join Date: Sep 2005	31-12-2005, 05:03 AM fmckinnon If I understand correctly this is a first time you tried upgrading to v3 from v2? If that's the case then something is wrong with this installation, since I upgraded from version 2 to v 3.00.12, then later to v 3.00.26 and finally to v 3.00.27, and all without a single problem.