Why Is the Kayako Classic Upgrade Stuck in the Processing Apps Step?

Overview

While upgrading your Kayako Classic software, you may encounter an issue where the automatic upgrade process gets stuck on the "Processing App" step. 

The most common reasons why this condition occurs is due to the following:

• The server does not meet the required PHP version.
• The server does not meet the required Server configuration specifically the PHP/MySQL Parameters.

Solution

To resolve this issue:

• Use only the version of PHP specified in the Kayako Classic Server Configuration and System Requirements article.
• Follow the recommended PHP/MySQL Parameters configuration values from the Kayako Classic Server Configuration and System Requirements article. The values specified in the KB would allow the server to allocate a good amount of resources during the installation or upgrade which should prevent it from getting stuck on the "Processing Apps" step. The values that you should pay attention to are for the following parameters:
  • PHP - max_execution_time
  • PHP - max_input_time
  • PHP - memory_limit
  • MySQL - max_allowed_packet

NOTE: The bottom line is that when installing or upgrading Kayako Classic, all specifications in the aforesaid article should be followed and met to avoid issues during the installation process.