Language and charset problem after upgrade

aleksanderro · **Language and charset problem after upgrade -** 10-09-2007, 07:27 AM

Hello,

This weekend I did an upgrade from Kayako eSupport v3.00.13 to 3.11.01.
Everything seem to work fine after the upgrade, except one issue.

Language packs and charset is not correct. I tried to export my current language (norwegian), and afterwards import again, but the language didn't appear in the "language list". I also tried to download the norwegian language pack from this forumthread, but still it won't import (no error message appears either).

Really strange.

craigbrass · 10-09-2007, 08:11 AM

You will need to use http://forums.kayako.com/attachment....0&d=1187023566

Set "Bypass Version Check" to "Yes". Make sure your leaving it as create new one too.

aleksanderro · 10-09-2007, 08:20 AM

Hello!

First of all I must say I appreciate your reply.

I tried to do as you wrote, but no luck so far.
I tried to set "Bypass check" to both "yes" and "no", but neither seem to work for me.

What is really strange, is the fact that I don't even get an error message.

craigbrass · 10-09-2007, 08:22 AM

I suggest you submit a ticket (http://members.kayako.net -> "Get Support") so that the issue can be investigated. I can't think why it would be doing that without taking a look.

aleksanderro · 10-09-2007, 08:47 AM

Thank you!

I will try that if I can't find the solution myself.
Is it possible that missing/wrong file or folder permissions can cause this problem, or should I get an error message saying "no access" or something?

Just in case, what should the correct file and folder permissions be?

craigbrass · 10-09-2007, 09:10 AM

I wouldn't of thought the page would just reload without an error if that was the case. It's a weird one and thats why I think you would be best contacting support to look over it.

eiden · 10-09-2007, 09:40 AM

Folder permission is irrelevant for import of languagefiles. The xml gets parsed and the data is saved in the database. No files are written to any folder.

supportskins · 10-09-2007, 10:04 AM

From what I hear you will have to re-translate the english language pack to norwegian as when you upgrade the software, the software does not update any other language packs but english. Hence you will have to re-translate them and re-import it into the helpdesk.

craigbrass · 10-09-2007, 10:07 AM

He said he downloaded the 3.11 version from a forum thread and that didn't work either tho Hiren...

aleksanderro · 10-09-2007, 10:12 AM

Hello again,

The charset issue I was able to solve, by editing the en-us.php file in /locale/en-us/

Though I am still not able to import xml language data.

supportskins · 10-09-2007, 02:37 PM

Check if your XML file has an error in it. You can confirm it by running the file in the IE browser.

aleksanderro · 11-09-2007, 06:32 AM

Hello!

supportskins: Thank you! I checked the XML-file, and it seems like there was some illegal norwegian characters in the file (æ, ø, å), which had to be replaced.

I finally managed to import the file.

Hopefully this forumthread can help other users with the same problem.

Thank you all for your help!

supportskins · 11-09-2007, 10:12 AM

Glad to know the issue is resolved

johnc · 21-10-2007, 09:01 PM

Is it worth upgrading if language packs must be translated over again? Is there no better solution for upgrading and importing old language packs successfully. Other than bypassing version check?

**Jamie Edwards** · 21-10-2007, 09:02 PM

Language packs do not need to be retranslated. The default language (that comes with your installation) is always overwritten; any additional ones are not. Between upgrades, you will have to update the language pack (import it, export it, translate the new phrases).

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craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	10-09-2007, 08:11 AM You will need to use http://forums.kayako.com/attachment....0&d=1187023566 Set "Bypass Version Check" to "Yes". Make sure your leaving it as create new one too. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

aleksanderro Offline New Member Posts: 14 Join Date: Sep 2007 Location: Norway	10-09-2007, 08:20 AM Hello! First of all I must say I appreciate your reply. I tried to do as you wrote, but no luck so far. I tried to set "Bypass check" to both "yes" and "no", but neither seem to work for me. What is really strange, is the fact that I don't even get an error message.

craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	10-09-2007, 08:22 AM I suggest you submit a ticket (http://members.kayako.net -> "Get Support") so that the issue can be investigated. I can't think why it would be doing that without taking a look. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

aleksanderro Offline New Member Posts: 14 Join Date: Sep 2007 Location: Norway	10-09-2007, 08:47 AM Thank you! I will try that if I can't find the solution myself. Is it possible that missing/wrong file or folder permissions can cause this problem, or should I get an error message saying "no access" or something? Just in case, what should the correct file and folder permissions be?

craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	10-09-2007, 09:10 AM I wouldn't of thought the page would just reload without an error if that was the case. It's a weird one and thats why I think you would be best contacting support to look over it. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

eiden Offline Member Posts: 237 Join Date: Apr 2006 Location: Norway	10-09-2007, 09:40 AM Folder permission is irrelevant for import of languagefiles. The xml gets parsed and the data is saved in the database. No files are written to any folder.

craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	10-09-2007, 10:07 AM He said he downloaded the 3.11 version from a forum thread and that didn't work either tho Hiren... Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

aleksanderro Offline New Member Posts: 14 Join Date: Sep 2007 Location: Norway	10-09-2007, 10:12 AM Hello again, The charset issue I was able to solve, by editing the en-us.php file in /locale/en-us/ Though I am still not able to import xml language data.

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	10-09-2007, 02:37 PM Check if your XML file has an error in it. You can confirm it by running the file in the IE browser. 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/

aleksanderro Offline New Member Posts: 14 Join Date: Sep 2007 Location: Norway	11-09-2007, 06:32 AM Hello! supportskins: Thank you! I checked the XML-file, and it seems like there was some illegal norwegian characters in the file (æ, ø, å), which had to be replaced. I finally managed to import the file. Hopefully this forumthread can help other users with the same problem. Thank you all for your help!

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	11-09-2007, 10:12 AM Glad to know the issue is resolved 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/

johnc Offline New Member Posts: 9 Join Date: Oct 2007	21-10-2007, 09:01 PM Is it worth upgrading if language packs must be translated over again? Is there no better solution for upgrading and importing old language packs successfully. Other than bypassing version check?