Upgradation problem

itsupportguru · **Upgradation problem -** 21-09-2008, 12:33 PM

Hi All,

I have tried to upgrade the Kayako from 3.10 to 3.30 but I am getting following error :

SupportSuite is not installed, Please run setup/index.php to run SupportSuite

Please help if anyone has faced the same issue

pkreil · 01:18 PM

Did you run it?

And... ...did you not overwrite the existing config-files? (see manual for details)

Pascal

itsupportguru · **Upgradation Problem -** 21-09-2008, 05:43 PM

Hi,

Yes, I had run the upgrade process and overwrite the configuration, but it is the same

Please advice on the same

supportskins · 21-09-2008, 06:52 PM

One of my client had the same issue (also the upgrade was not carried out by us). He contacted Kayako Support to fix the issue. I suggest you do the same - https://members.kayako.net/.

pkreil · 21-09-2008, 07:33 PM

Quote:

Originally Posted by itsupportguru

and overwrite the configuration

You should *not* overwrite the configuration. The Upgrade will only work if setup can find an existing database. This information is stored in the config.php. Restore the one from you old Installation, run the setup again and (if nothing else fails) everything will be fine.

If that won't work, do what supportskins wrote.

**SteveLV702** · 21-09-2008, 08:35 PM

are you on a serve with plesk? as we had a client who had this same problem and only after getting ahold of kayako and them working on it for several hours did problem get fixed. had something to do with the cache wasn't allowing read/write even though it was chmod to 777 like suppose to be.

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itsupportguru Offline New Member Posts: 5 Join Date: Dec 2006	Upgradation problem - 21-09-2008, 12:33 PM Hi All, I have tried to upgrade the Kayako from 3.10 to 3.30 but I am getting following error : SupportSuite is not installed, Please run setup/index.php to run SupportSuite Please help if anyone has faced the same issue

pkreil Offline Member Posts: 96 Join Date: Feb 2008	21-09-2008, 01:06 PM Did you run it? And... ...did you not overwrite the existing config-files? (see manual for details) Pascal pbk hosting - serving your business pbk solutions - it-solutions for your business Last edited by pkreil; 21-09-2008 at 01:18 PM.

itsupportguru Offline New Member Posts: 5 Join Date: Dec 2006	Upgradation Problem - 21-09-2008, 05:43 PM Hi, Yes, I had run the upgrade process and overwrite the configuration, but it is the same Please advice on the same

SteveLV702 Offline Community Moderator Posts: 987 Join Date: May 2005 Location: Henderson, Nevada	21-09-2008, 08:35 PM are you on a serve with plesk? as we had a client who had this same problem and only after getting ahold of kayako and them working on it for several hours did problem get fixed. had something to do with the cache wasn't allowing read/write even though it was chmod to 777 like suppose to be. Steve I'm Important Posting & You