Fatal error: ERROR: Could not insert all templates.

gregpoulos · **Setup error with templates - HELP! -** 30-08-2005, 03:43 PM

When I run setup for v3, I get to the Templates part and this error comes up:

Fatal error: ERROR: Could not insert all templates. - in /usr/home/sites/www.profitsrunsupport.com/web/setup/steps/upgrade_step3.php on line 38

Any idea what's going on?

thanks,
Greg

***Varun Shoor*** · 30-08-2005, 04:26 PM

Are you running the upgrade script or setup script? To Import from v2 you need to run setup/impex.php and not setup/upgrade.php

Regards,

Varun Shoor

gregpoulos · 30-08-2005, 04:46 PM

This happened first with the setup script. It's a brand-new, fresh install.

Now I can't run setup again, so if I try upgrade I get the same thing.

gregpoulos · 31-08-2005, 04:50 PM

Varun,

So, is there no solution to this?

Greg

***Varun Shoor*** · 01-09-2005, 08:11 PM

Hi Greg,
I am stumped, Not even one single steps/upgrade_* file is used in the setup/setup.php script. Are you 100% sure you received that error when running the setup.php file?

Regards,

Varun Shoor

gregpoulos · 01-09-2005, 09:23 PM

Varun,

I am 1000% sure that I do this:

I go to my website at:
http://www.mydomain.com/setup/

I click on Setup

I click 'I Agree'

I click the Continue buttons until I receive the error I described.

I have spent nearly 4 weeks trying to get this thing installed.

I am a PHP/MySQL programmer and I cannot understand why this is so complicated to install. I am beyond words.

I am guessing this may have something to do with the environment or version numbers of PHP or MySQL.

What are the minimum requirements?

Please solve this immediately.

thank you,
Greg

***Varun Shoor*** · 01-09-2005, 09:28 PM

Hi Greg,
Unfortunately its difficult to trace issues on a black box where we have absolutely no access.

Can you link me to your installation so that I can drop the database and try to run the setup myself? You can email me the required information to varun AT kayako.com

Regards,

Varun Shoor

virtualp · **Help - Upgrade keeps failing with the latest CVS -** 17-02-2007, 05:04 PM

I've been trying to upgrade to the latest CVS and it halts before it completes the log file shows:

[16-Feb-2007 11:26:14] PHP Fatal error: ERROR: Could not insert all templates. - in /home/virtualp/public_html/support/setup/steps/upgrade_step3.php on line 38

It seems to only affect the setup screens in admin.

Has anyone experienced these issues with this CVS?

Centos:4.4
Database Version: 4.1.21
PHP Version: 5.2.0
Web Server: Apache/1.3.37
SupportSuite: 3.10.0 CVS

Elite · 17-02-2007, 05:26 PM

We are having the *exact* same very frustrating problem.

I had a Kayako ticket open all week where we were going back and forth telling them about this problem. In their last email they said they have corrected everything so that when we initiated an upgrade it would work properly.

Sure enough, this morning we tried to upgrade from 3.04 Stable to the latest 3.10 CVS (Feb 17) and we got that error:

Fatal error: ERROR: Could not insert all templates. - in /www/support.com/setup/steps/upgrade_step3.php on line 38

I would love to find a solution for this since the current version of our support desk is absolutely riddled with bugs.

virtualp · 19-02-2007, 01:45 PM

Yeah, I've had a ticket open for a week also and they fixed the other problems they said, but they keep ignoring the problem with the templates.

I'm more than a little frustrated at this point. My last reply started with:
"Well, We have been investigating the issue and it seems to be beyond the scope of our product."

Unbelievable!

supportskins · 19-02-2007, 01:48 PM

Could you confirm if you uploaded all the files correctly?

virtualp · 19-02-2007, 01:59 PM

Sure, I downloaded the latest CVS build to the server then unzipped to a file. Copied the upload directory over for the install/setup. Ran upgrade until it failed. If the build did not include all the necessary files -- I'm not sure.

Elite · 19-02-2007, 03:19 PM

Just so you know, I had my Sys. Admin try to initiate the upgrade and we did everything 100% correct.

We tried everything we possibly could and it just doesn’t work.

We emailed Kayako with all the details. Rather than just emailing us with a way to make it work, they told us that they will have to initiate the upgrade.

While I appreciate their offer (…I really do!), this isn’t really what I wanted to hear. We needed to know how to make this work on our own so that we could do the upgrade, test everything and then make the updated support desk ‘live’. Now they are forcing our hand so they make the support desk ‘live’ and then we test.

I’m sure Kayako realizes that customer support is mission critical (..at least mine is!) and they should really have a better approach because right now I have to gamble and hope they do the upgrade process properly.

(And, just so you know, the first time they did this upgrade, they did it wrong and nothing worked. So, this is a serious gamble!)

virtualp · 19-02-2007, 03:46 PM

Unfortunately -- Elite, that is exactly what they have done to us on several occasions now. They'll fix the problem, but never give a clear idea of how they fixed it or why there was a problem in the first place.

And usually the most frustrating is getting only one reply a day from them, then we respond and have to wait another day. I understand the time differences, but this is ridiculous.

supportskins · 19-02-2007, 04:05 PM

As I asked, the problem usually lies in the way the files are uploaded. You need to make sure you cover these points:

1) You have used a well known FTP program like BulletProof FTP or CuteFTP.
2) You have uploaded the files in the correct format (first try Binary). Avoid using the Auto method for uploading the files.

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gregpoulos Offline New Member Posts: 5 Join Date: Aug 2005	Setup error with templates - HELP! - 30-08-2005, 03:43 PM When I run setup for v3, I get to the Templates part and this error comes up: Fatal error: ERROR: Could not insert all templates. - in /usr/home/sites/www.profitsrunsupport.com/web/setup/steps/upgrade_step3.php on line 38 Any idea what's going on? thanks, Greg

gregpoulos Offline New Member Posts: 5 Join Date: Aug 2005	30-08-2005, 04:46 PM This happened first with the setup script. It's a brand-new, fresh install. Now I can't run setup again, so if I try upgrade I get the same thing.

gregpoulos Offline New Member Posts: 5 Join Date: Aug 2005	31-08-2005, 04:50 PM Varun, So, is there no solution to this? Greg

virtualp Offline New Member Posts: 15 Join Date: Feb 2007	19-02-2007, 01:45 PM Yeah, I've had a ticket open for a week also and they fixed the other problems they said, but they keep ignoring the problem with the templates. I'm more than a little frustrated at this point. My last reply started with: "Well, We have been investigating the issue and it seems to be beyond the scope of our product." Unbelievable!

supportskins Offline Senior Member Posts: 3,865 Join Date: Aug 2006 Location: Mumbai, India	19-02-2007, 01:48 PM Could you confirm if you uploaded all the files correctly? 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/

virtualp Offline New Member Posts: 15 Join Date: Feb 2007	19-02-2007, 01:59 PM Sure, I downloaded the latest CVS build to the server then unzipped to a file. Copied the upload directory over for the install/setup. Ran upgrade until it failed. If the build did not include all the necessary files -- I'm not sure.