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Uncaught exception

Discussion in 'Installation and setup (Kayako Classic Download)' started by IT Helpdesk, Dec 17, 2012.

  1. IT Helpdesk

    IT Helpdesk New Member

    I have inherited a system to maintain so unfortunately am very sketchy on how this system actually works
    Problem I'm having is that following an unexpected power off the other day the helpdesk database seems to be having a fit when I try to login.
    However other websites using the MySQL are unaffected

    I dont know how much info I would need to detail about the error message to be able to throw myself upon the mercy of the forums for assistance but here goes

    Browse to the URL: http://xxxx.co.uk/support/staff
    The login box comes up fine
    Enter credentials
    Then get the error screen up
    Uncaught Exception
    Replace Query: 2006:MySQL server has gone away in ./__swift/library/Database/class.SWIFT_Database.php:1094
    #0 File: ./__swift/models/Session/class.SWIFT_Session.php Line: 547 Function: SWIFT_Database->Replace(swsessions, (, 0, 0, 0, 0s3dgpn709vooppxeb3vnpspdk6iepvi,, integer 1355753025, integer 1355753025, Mozilla/5.0 (Windows NT 5.1; rv:17.0) Gecko/20100101 Firefox, integer 1, integer 20, 9, 5ntkrevxjv75peyvrx3a1f1nco9w2f4g), (sessionid))
    #1 ./__swift/models/Session/class.SWIFT_Session.php(576): SWIFT_Session::Insert(20, '9')
    #2 ./__swift/library/Controllers/class.Controller_StaffBase.php(16): SWIFT_Session::InsertAndStart('9')
    #3 ./__swift/apps/core/staff/class.Controller_Default.php(70): Controller_StaffBase->_Login()
    #4 [internal function]: Controller_Default->Login()
    #5 ./__swift/library/MVC/class.SWIFT_Controller.php(369): call_user_func_array(Array, Array)
    #6 ./__swift/library/App/class.SWIFT_App.php(176): SWIFT_Controller::Load(Object(SWIFT_Interface), Object(SWIFT_App), Object(SWIFT_Router), false)
    #7 ./__swift/library/class.SWIFT.php(16): SWIFT_App->ExecuteController(Object(SWIFT_Router))
    #8 ./__swift/library/class.SWIFT.php(16): SWIFT->Initialize()
    #9 ./__swift/swift.php(16): SWIFT::GetInstance()
    #10 ./staff/index.php(29): require_once('./__...')
    #11 {main}

    The MySQL service stops with a particularly unhelpful Microsoft message "MySQLd.exe has stopped working"

    As I said I'm really not au fait with MySQL so any pointers etc you can give would be most gratefully received

  2. Jamie Edwards

    Jamie Edwards Staff Member

    Hi Ben
    This means that the MySQL server has disappeared/crashed/for some reason is blocking connections and really something that should be forwarded to your system administrator as it is not something you'd expect or want to be happening :)
  3. IT Helpdesk

    IT Helpdesk New Member

    Additionally, it does appear that the helpdesk is functioning in the background as if I create a ticket by emailing it in I get a confirmation that the ticket has been created.
    It is just if I try to login to the portal that I get the issue
  4. IT Helpdesk

    IT Helpdesk New Member

    Hi Jamie,
    Thanks for the reply but I AM the new system administrator ;)
    My issue is that it only seems to be the portal/ GUI that is broken
    The MySQL service does crash (which explains the 'server has gone away' message) but I am trying to work out why or what I can do to resolve.

  5. MisterPopularity

    MisterPopularity Established Member

    I can take a look at this for you, free of charge. I believe I may have seen this before.
  6. IT Helpdesk

    IT Helpdesk New Member

    That would be really useful if you dont mind
    I'm in the UK and I'm guessing from your posting time you are US based?
    Thats a good time for us to catch up on here?
  7. Gary McGrath

    Gary McGrath Staff Member

    Hi there,

    Have you tried clearing out ( deleting ) the cache folder on the webserver, and also ran a link to rebuild the helpdesk cache? its possible when the server crashed, it damaged the cache in an unhelpful way.


    Also, if that does not work, log into the MySQL server, and ensure it has not "crashed" any of the MySQL tables in your kayako database, if it has, either restore the database from backups, or run a repair to fix the crashed tables.

  8. JohnM

    JohnM New Member

    I'd suggest checking your web server vhost config as your link is currently returning this error:

    Not Found
    The requested URL /support/staff was not found on this server.

    Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

    Apache/2.2.3 (CentOS) Server at xxxx.co.uk Port 80
  9. bear

    bear Kayako Guru

    I'm guessing that's not really his domain, but just an example to show the problem. ;)

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