Blank page after installing license key file

rhp · **Blank page after installing license key file -** 19-06-2007, 02:57 PM

I just re-installed SupportSuite after the server we had it installed on previously crashed. The name of the machine is the same as it was before, so I figured I would just re-download the license key file and it would work. Well, I saved it directly as key.php to the root folder, but I got "License Error: Invalid key file". When I upload it via FTP as binary, I just get a blank page when I try to go to /setup/setup.php (or any other SupportSuite page for that matter).

Is there something I'm missing here? I'm using Windows 2003 / IIS6 with PHP 5.2.3. Thanks in advance.

supportskins · 19-06-2007, 05:19 PM

Check your server error_log for any reported error. Could be a PHP issue.

rhp · 20-06-2007, 08:01 PM

No errors in the event log. I thought maybe it was a database connection issue, but I changed it to login as root in the Kayako config file and it still doesn't work. Just shows a blank page.

Any other ideas?

supportskins · 20-06-2007, 10:37 PM

From which version did you upgrade? Could be a PHP related issue. Can you please provide a link to your phpinfo?

rhp · 25-06-2007, 01:38 PM

Quote:

Originally Posted by supportskins

From which version did you upgrade? Could be a PHP related issue. Can you please provide a link to your phpinfo?

It's on an internal server so I can't link my phpinfo, but this wasn't an upgrade, it was more like a re-install. The server crashed a while ago and I'm just now reinstalling everything, so I'm just using the latest version of PHP and Kayako. Our license was for Kayako v3 so I know I'm using the right license file. I just don't get any errors or clues as to what the problem is. Unfortunately our support contract with Kayako has expired, so I can't go to them for help either

eiden · 25-06-2007, 01:47 PM

Open PHP.ini.
Set display_errors = On
Restart the webserver.

Do you get any useful error messages now?

rhp · 29-06-2007, 05:36 PM

Just as an update for anyone who might find it useful: the problem ended up being that short_open_tag was set to "Off" in php.ini. Changing it to "On" fixed the problem and it started loading after that.

Thanks for all your help troubleshooting!

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

supportskins Offline Senior Member Posts: 3,278 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	19-06-2007, 05:19 PM Check your server error_log for any reported error. Could be a PHP issue. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

rhp Offline New Member Posts: 8 Join Date: Jun 2007 SupportSuite Owned License	20-06-2007, 08:01 PM No errors in the event log. I thought maybe it was a database connection issue, but I changed it to login as root in the Kayako config file and it still doesn't work. Just shows a blank page. Any other ideas?

supportskins Offline Senior Member Posts: 3,278 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	20-06-2007, 10:37 PM From which version did you upgrade? Could be a PHP related issue. Can you please provide a link to your phpinfo? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

eiden Offline Member Posts: 237 Join Date: Apr 2006 Location: Norway SupportSuite Owned License	25-06-2007, 01:47 PM Open PHP.ini. Set display_errors = On Restart the webserver. Do you get any useful error messages now?

rhp Offline New Member Posts: 8 Join Date: Jun 2007 SupportSuite Owned License	29-06-2007, 05:36 PM Just as an update for anyone who might find it useful: the problem ended up being that short_open_tag was set to "Off" in php.ini. Changing it to "On" fixed the problem and it started loading after that. Thanks for all your help troubleshooting!