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Blank page after installing license key file

Discussion in 'Installation and upgrading' started by rhp, Jun 19, 2007.

  1. rhp

    rhp New Member

    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.
  2. supportskins

    supportskins Kayako Guru

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

    rhp New Member

    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?
  4. supportskins

    supportskins Kayako Guru

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

    rhp New Member

    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 :(
  6. eiden

    eiden New Member

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

    Do you get any useful error messages now?
  7. rhp

    rhp New Member

    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!

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