Overview
The customer experienced an outage with their Kayako Classic portal and encountered issues while trying to upgrade to the newest version. The problems could be due to improper installation, incorrect file paths, missing files, uncaught exceptions, error handling, or a failure in the template engine initialization.
The errors displayed were starting with:
- Fatal error. Uncaught Error: Call to a member function Assign() on null in ...
- Uncaught Exception Invalid data provided _swill/library/TerriplateEngine/class.SWIFT_TemplateEngine.php:276
Solution
Follow these steps to resolve the issue:
- Ensure all referenced files and directories exist on the new server and that the application has the necessary permissions to access them. Correct any incorrect file paths in the application's configuration files. Ensure the following folders exist in kayako_folder/__swift/ and have the read/write permissions:
files
cache
geoip
logs
library
apps
kayako_folder/__apps
- Ensure the display_errors and display_startup_errors are disabled on the environment. To do so, locate the php.ini file and make the following changes:
- Open the php.ini file in a text editor.
- Locate the line that contains display_errors and change it to: display_errors = Off
- Locate the line that contains display_startup_errors and change it to: display_startup_errors = Off
- Save the php.ini file. For these changes to take effect, you'll need to restart your web server.
- Note that these are default settings for PHP production environments.
- If you're still experiencing issues, provide the necessary artifacts for troubleshooting, including screenshots of error messages, configuration files, and server logs to the Kayako Classic Support Team.
Summary
This article provides a guide to troubleshooting and resolving issues related to the Kayako Classic portal outage and upgrade problems. The solution involves checking file paths, error handling, and disabling certain PHP settings.
FAQ
-
What could be the possible reasons for a Kayako Classic portal outage?
The outage could be due to improper installation, incorrect file paths, missing files, or error handling. -
What should I do if I'm still experiencing issues after following the steps?
If you're still experiencing issues, provide the necessary artifacts for troubleshooting, including screenshots of error messages, configuration files, and server logs to the Kayako Classic Support Team. -
How can I disable display_errors and display_startup_errors in PHP?
To disable these settings, locate the php.ini file and change the lines containing display_errors and display_startup_errors to 'Off'. Save the file and restart your web server for the changes to take effect.