I tried to upgrade from 1.6RC4 to 1.91 and got an error after pressing the upgrade button "Critical Error". I read somewhere that I need to get to 1.6ST before I can upgrade to later releases. Is this true?Any suggestions?Thanks

Yes that is true. Please upgrade first to the stable version of 1.6, before upgrading further to the latest version. Regarding 1.6 download see this thread here: http://forum.osticket.com/d/discussion//1-6-0-stable-download#latest

Well I tried that, copied the 1.6ST files to the directory, logged into OSTicket, and got this error:"The script is version 1.6 ST while the database is version 1.6 RC4"What to do now?Thanks in advance

Just an update, I did try it again and after I uploaded the files I ran /setup/upgrade.php. After that I was able to login and it told me successful upgrade but had very limited options. Logged of and the login page was messed up, the "copyright" was overlapping the login and I was not able to login. restored from backup and I'm back at the beginning.

I have no idea what you mean by "but had very limited options".Did you clear your web browser cache after upgrading?You have to upgrade to 1.6ST prior to being able to upgrade to anything else... and 1.6ST is pretty ancient.

Thanks for the reply.I will try it again today or tonight and try to post some screen shots for you. The one thing I remember after upgrading and logging in was the "Admin" link was not there. When I logged out and tried to log back in I could not. One thing I did not do is clear the browser cache but I did try two different browsers.I'll try it again later today or tonight and see if I can capture some pictures.Thanks for the help

Well I attempted the update again. Uploaded the 1.6ST files over the top of the existing files. Then ran mydomain/helpdesk/setup/upgarde.php and it returned "Successful" and dhould me the 1.6ST version. I logged in and everything looked good. I went to put the site back on line and it gives me an "internal error" and I can't put the system back on line. There is a screenshot attached.Thanks

OSTicket Offline.JPG

You should check your PHP and/or MySQL error logs to see what the actual error being thrown is.

Hey ntozier.

Thanks for all the help. Where would I find those logs? If upgrading doesn't work, what is the migration procedure? I'm going to try the upgrade one more time and see what happens.

Thanks

Well I did the 1.6ST upgrade again and it said it was successful. (see pic) This time I did it with the site online. I logged in and everything was there, could search tickets, create tickets, etc. The only thing I can't to is change setting in the admin system/setting. If I try to make any change I get the "Internal Error" like I got the last time (see pic). Not sure if I should revert back, keep this install and continue upgrading. Where can I find info on this error?Thanks

osticket 1.6st.JPG

internal error osticket.JPG

Hey ntozier.

Thanks for all the help. Where would I find those logs? If upgrading doesn't work, what is the migration procedure? I'm going to try the upgrade one more time and see what happens.

Thanks

Depends on your web server. What web server do you use? (apache or IIS or ...)You should may take a look at this sticky thread as well regarding the log files of your webserver:http://forum.osticket.com/d/discussion//please-read-before-requesting-assistance#latestBy migration procedure you mean something like import and export of the tickets currently in your system to a newly set up instance of osTicket?Just asking since the migration procedure is to upgrade thru the upgrader. There is no import / export functionality provided by this time, so you will have to either upgrade your existing installation or start over from a scratch (which implies that your current / old tickets are then lost and not transferred to the new installation).

We are running Apache on Ubuntu 12.04 LAMP server

Then you should look inside /var/log/apache/error_log ;)

So after I upgraded to 1.6ST and it showed successful except I couldn't change any settings in the admin panel, (any time I tried got "internal error"), where are those settings kept? In the MySql database? A config file somewhere? Could it be after I upgrade it can't make those changes to the database or I need to change rights on a config file?I'll be attempting the upgrade again this week, where are the log files I should check if I run into the same problem? I know about the Apache log you told me. What about PHP or MySql logs and locations?Thanks for working with a noobie here :-)

The config is in the MySQL database. The connection details to the MySQL database are in /include/ost-config.php (maybe the name is different in 1.6, but should be something with config.php)

Usually all you have to check is the apache error log (when you run PHP as apache module).

16 days later

SUCCESS!The problem was this:http://forum.osticket.com/d/discussion//upgrade-from-1-6-rc5-1-6-st-internal-error-online-offline

If you commented out any lines, just be aware that any future upgrades may bring the same problem back.  It would be better to just separate the two email accounts (or just cheat--one address could simply be an alias for the other).Jack

Thanks Jack,That is exactly what I did. I did not comment out those two lines, I changed the Admin email address to something different than the System email address through the Admin Panel>Settings.Now on to v1.7ST. After getting to 1.7 should I be able to upgrade to the latest version 1.9 or should I continue to do intermediate upgrades, 1.6ST to 1.7, 1.7 to 1.8, etc.?Thanks

My experience with osTicket began with 1.9.2, so that answer will have to come from someone else.Jack