You may run into a problem where your Kayako Classic instance (download version) goes offline showing the error "HTTP 500" on the page due to the following MySQL service crash error.
MYSQL Service crashing intermittently with error:
Faulting application name: mysqld.exe, version: 220.127.116.11, time stamp: 0x519bb914
Faulting module name: mysqld.exe, version: 18.104.22.168, time stamp: 0x519bb914
Exception code: 0xc0000005
Fault offset: 0x0000000000102701
Faulting process id: 0x1ea8
Faulting application start time: 0x01d69c8e3c08046a
Faulting application path: C:\Program Files\MySQL\MySQL Server 5.6\bin\mysqld.exe
Faulting module path: C:\Program Files\MySQL\MySQL Server 5.6\bin\mysqld.exe
Report Id: e9218329-0884-11eb-a3b3-005056873f26
This article provides information on how to fix this issue.
A common scenario why you might encounter this issue is when you are using an old and outdated Kayako Classic version. We highly recommend upgrading your Kayako Classic instance to the latest version to resolve this issue.
The helpdesk upgrade process includes performing a backup of helpdesk installation files, database backup, backup of templates and language phrases, downloading of product files from the Kayako web site, uploading it to the server on which the upgrade has to be performed, and finally the execution of the upgrade script.
For more information about upgrading Kayako Classic, please visit the Upgrading or Downgrading Your Kayako Classic Download Helpdesk article.