Blank page during upgrade

[lkmad]

Hey Everyone,

I am trying to upgrade to the latest eSupport version and it seems something is not quite working correctly.

What I did was upload the Zend Optimiser version (stable 3.20.02 version) and I unzipped it on the server as otherwise even if I chose binary the files get corrupted (using WinSCP).

I then go to /support/setup and the page loads except for the image on top (which is broken) and then I click upgrade and I get a 500 HTTP error. in fact all the options just load either a blank page OR the 500 HTTP error (in Internet Explorer)

I've deleted all files from cache (as previously suggested here)
I've also modified the new config file despite on the manual saying you shouldn't delete the new one as I read somewhere here that that was also causing this error.

Any ideas?!

Thanks,
Lydia

[craigbrass]

It sounds like an mbstring issue. Check PHP is compiled with mbstring.

[Jamie Edwards]

Hi Lydia,

HTTP 500 represents an internal server error - you might like to post a link to a phpinfo() file link here so that we can check your PHP configuration (although the error may well be related to your Apache configuration).

After triggering the error, I would suggest that you look in your Apache logs for anything that relates to your page load; this will give you the biggest clue as to what is happening.

[supportskins]

Also check your server error_log for any reported errors.

[craigbrass]

Oh, I missed the 500 error bit. That doesn't sound mbstring-error-like. Anyway, if you post a link to a phpinfo page on your server, one of us will take a look.

[lkmad]

apologies for late response...

looking at the http error log I get:

[error] PHP Parse error: syntax error, unexpected '{' in /pathto/support/includes/SmartyLight/class.template.php on line 351
[error] PHP Parse error: syntax error, unexpected '{' in /pathto/support/includes/SmartyLight/class.template.php on line 351
[error] [client ip address] File does not exist: /pathto/support/setup/<
[error] [client ipadress] File does not exist: /pathto/support/setup/<
[error] PHP Parse error: syntax error, unexpected '{' in /pathto/support/includes/SmartyLight/class.template.php on line 351
[error] PHP Parse error: syntax error, unexpected '{' in /pathto/support/includes/SmartyLight/class.template.php on line 351
[error] PHP Parse error: syntax error, unexpected '{' in /pathto/support/includes/SmartyLight/class.template.php on line 351
[error] PHP Parse error: syntax error, unexpected '{' in /pathto/support/includes/SmartyLight/class.template.php on line 351

[lkmad]

regarding phpinfo file.. I have one available but don't really feel comfortable sharing the whole thing with the world, if you are more specific about what you are looking for i'll just copy and paste the specific item.

mbstring is enabled.

[supportskins]

Try re-uploading the files in Binary format. Also have you edited any templates?

[lkmad]

I've tried this many times with the same result.

I've been uploading the tar.gzip on the server and untaring it there to try and protect the format but its still not helping fix this error. I've also tried to upload the files manually with the binary format selected despite of auto and it's still the same.

The interesting thing is /support/setup loads except for the image at the top and then when I click upgrade nothing happens. I've tried clicking the other options and it's exactly the same thing.

[jaigupta]

May we see your URL which shows kayako setup?

[supportskins]

You may want to contact Kayako Support from https://members.kayako.net/