Problems with large attachments on tickets

[Sargig]

Hi,

We have been using kayako successfully for awhile now but have just noticed a problem with attachments.

If a staff member is posting a reply to a ticket on the website, and uses the attachement feature with a file that is over 1Mb (or a couple of files that add up to >1Mb) then the browser throws the following error.

"The connection was reset
The connection to the server was reset while the page was loading."


Here is my phpinfo.php file phpinfo()

I have tried to increase the settings in my php.ini file, but because I am not guru at php/web stuff I wanted to ask some questions:

1. Where would I need to place the php.ini file for the settings to take effect when posting a reply to a ticket? (The script is installed at esit.com.au/support/ . When posting the staff reply, I notice the web directory is esit.com.au/support/staff/)


2. I have increased the settings in php.ini for max_upload size and some others, but do I need to restart php in order for these to take effect? As I am with hostgator on a shared server, not sure how to do this.


In the admin page of eSupport the max attachments is 3.
I have searched the forum as best I can. Any ideas what I could do?
Any help is much appreciated.

[supportskins]

Hostgator will not increase the maximum execution time for their policies do not allow them to increase it. Besides we use Hostgator at these settings and it works absolutely fine for us. Does your staff user any system commands while posting a reply like WGET or shell commands?

[Sargig]

Hey support skins,

No Im just hitting the post button

[supportskins]

Weird. You might want to consider opening a ticket with Kayako Support from the Members Area. They will troubleshoot the issue.