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Overview
You have requested an upgrade to your Kayako OnDemand instance, and upon visiting your helpdesk, you encounter errors such as "Unable to locate key.php" and "ERROR: Setup directory has not been deleted."
Solution
Finding these errors would suggest your OnDemand instance is in the process of being upgraded and should be resolved as soon as the operation is completed. Thus, it is recommended to wait for the upgrade to finish before attempting to access the site again.
If you continue to experience this problem or there was no planned upgrade for your instance, please Contact Support with the following information.
- The name of your Kayako instance e.g. example.kayako.com
- A HAR file with the reproduction of the issue.
- Any additional information regarding errors observed, degraded performance, etc.
Testing
Once the upgrade process is completed, one should be able to access the site without any issues.
