No access after attempted upgrade

PaulMurdoch

Hi All
I'm in a bit of a panic here. I backed up all the existing osticket files before i attemted an upgrade.
For some reason it failed. So i removed all files and uploaded my working backup files.
Now all I can do is get to the home screen and nothing else. Sign in gives me forbidden you do not
have permission, so does all the other items. I have changed nothing in the backup files nor the database.
As i cant login I cant get details of the version.
Any Help really appreciated.
Paul Murdoch

PaulMurdoch

Hi Again. So. I've restored from a server backup and now back up and running.
Screenshot of version below

Any tips on how to upgrade successfully? I think it went wrong because I set to offline mode and when going back in
I couldn't. Didn't know about the is offline in database so deleted all files and uploaded my copy of all files. Thats when it went wrong.
Paul

KevinTheJedi

PaulMurdoch

We have a good Upgrade Guide but I’ll also explain it in good detail below.

First off, glad you had a backup! It’s always imperative to do a full backup of the server (if you can), the site files, and the database. You can use commands like zip or tar (or windows equivalent) to package the site files and you can use the native mysqldump command to perform a full dump of the database. Again, full server backup is best as with most upgrades you have to upgrade the prerequisites (mainly PHP) and in some cases it’s hard to downgrade them or get them back to their previous configurations. You’d be surprised at how many people upgrade their systems without having any backups. They must love living life on the edge.
If you are performing the upgrade and are turning it Offline you must ensure you are an Administrator. Reason being is only Administrators can login during Offline mode. This is to help prevent Agents sneaking in during upgrades and performing actions that might be potentially lost in the process.
After you are done with the needed backups and ensuring you are and Admin you will need to head to our website to download the latest release, any language packs you have currently installed or want to install, and any plugins you have currently installed or want to install.
While you’re on the website you can check the specific version you are selecting’s prerequisites and see if you need to upgrade anything. Usually the only thing you need to upgrade is PHP.
Once you have the download you upload that to your server and unpack it (anywhere you want as you can get rid of it once you are done with the upgrade). Note, if you download any plugins or language packs with the core codebase you will need to additionally unpack the codebase as it will be zipped within the main zip file.
Once you have everything unpacked you can then prepare the system for the upgrade. You can do so by disabling email fetching globally within the main email settings in the admin panel. You should also turn the help desk Offline. Keep in mind this will kick anyone out who’s using it. If they are in the middle of an action it will most likely fail.
Once the system is prepared for upgrade you can upgrade your prerequisites. It’s important you do this at this stage as if you upgrade say PHP while the system is still running it’s likely to hard crash because it won’t support the PHP version.
Once your prerequisites are upgraded and working you can then copy all of the files within the upload/ folder of the unpacked download to your site folder. The best course of action is to clear the existing site directory or better yet rename the original directory and make a new directory with the original name. This is to clear out any old and unused files that might interfere with the latest codebase. Then you can copy your new plugins to the include/plugins/ folder in the site folder and any language packs to the include/i18n/ folder.
Now you must copy the old include/ost-config.php file to the include/ folder of the new site folder.
Once you have done all of this it’s a good idea to not only restart or reload the web server but also restart or reload PHP-FPM (if you are running it). This clears any server-side cache. It’s also a good idea to clear any browser cache/cookies/sessions for the site to clear out any browser-side caching.
Now you are ready to visit the Staff Control Panel, login as an Administrator, and run the upgrader. If it fails check the system logs for the reason for the failure. It might be something simple you can do to fix it and continue with the upgrade.

Cheers.

PaulMurdoch

Thank you so much. All upgraded successfully. Not sure what I did wrong last time but due to you it's all great now.
Senior brain fade maybe :-)
Thanks
Paul