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Intermittent error

Discussion in 'Using Kayako Classic' started by Eric13el, Aug 7, 2018.

  1. Eric13el

    Eric13el Member

    Running Fusion V4.66.2

    Just started receiving this intermittent error below. Recycle IIS and it goes away for about a day, then returns. Seems to re-occur more often as time goes by. On the latest PHP and am referencing the server not the loopback address in the config.php. Any ideas?

    User Error
    Unable to connect to Database. Please verify the username, password, grant permissions and the database status. (D:/WebSites/KayakoFusion/__swift/library/class.SWIFT.php:16)

    Thanks,
    Eric
     
  2. bear

    bear Kayako Guru

    The latest version of PHP is 7+, which is not compatible with Kayako Classic the last I'd heard.
    If you're on 7, I'm kind of surprised it's working.
     
  3. Eric13el

    Eric13el Member

    True. They are still updating the 5 series. We are on 5.6.37. I should have been more clear. Thanks for the response though!
     
  4. supportskins

    supportskins Kayako Guru

    Check if the database user has correct permissions. A lot of times I see this error when the MySQL times out and restarts itself. You might also want to check your MySQL settings.
     
  5. bear

    bear Kayako Guru

    I agree it sounds like SQL (IIS likely runs that and not mySQL) isn't able to keep up after a while, but that's not likely to be permissions. If it was, it would never work.

    If there are other sites on the server, it's likely too many are eating up all the connections/resources. If it's just your site, it may be the environment is underpowered and after a time the application(s) are not giving back the resources it's using and it chokes.
     
  6. Eric13el

    Eric13el Member

    Agreed. Ill check if we are running out of connections or resources. I have increased the timeout in IIS as well as the ASP, but still intermittently get the error. Seems like if you let the staff panel sit for an hour the error will all the sudden just pop up. If you click a link to view tickets or another department it connects right away like it was never disconnected. I am thinking an OS patch was laid down on the server that has changed something. This just started happening on 8/1/18.
    Thanks for the replies
     

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