Upgrade instructions are not working

ipalikuca

I was trying to follow upgrade instructions from here https://docs.osticket.com/en/latest/Getting%20Started/Upgrade%20and%20Migration.html#uploading-files and it does not seem to work, here are problems:

"transfer files in upload directory/folder to your server, overwriting existing osTicket files" - when I do this and go to URL I receive that "helpdesk is offline"
In step 9 says "rename config.php to ostconfig.php (config.php is found in root osTicket directory)" - root directory does not have config.php file in it nor ostconfig.php file, thus nothing gets triggered.

Am I missing something or documentation is incorrect?

ramrajone

ipalikuca
After the helpdesk URL/scp
That will let you login as admin

ipalikuca

I get a blank screen, nothing happens.

ramrajone

ipalikuca
Take a look at this post
https://howtohelpdesk.com/how-to-upgrade-osticket-to-1-11/

ntozier

step 2 is specifically for old old old versions of osTicket.

8. For versions 1.6 RC1-RC2 Only
and
Once you’ve overwritten the files, rename config.php to ostconfig.php (config.php is found in root osTicket directory).

are actually one step. I'm not sure why my edit to the git hasn't been approved to fix that formatting issue.

A blank screen usually is the result of a PHP error. Please consult you PHP error log and see what the error is.

As a side note you did not provide us with any information about your environment (webserver, php version, osTicket version, etc.)

ipalikuca

ntozier I've just restored to my previous state (v1.10), here are steps I attempted:

Upgrade following instructions, first time blank screen, second time upgrader shows up
Upgrade is complete, but on SCP no ticket exists, there should be 35 open tickets.

Server info:

Windows Server 2008 R2
PHP version 5.5.11
MySql 5.5.45

This resulted in empty admin panel. I have also attempted to move this to newer OS, but that failed too and it does not belong to this topic.

ramrajone

ipalikuca
Maybe that admin user don't have access
"Upgrade is complete, but on SCP no ticket exists, there should be 35 open tickets."

Also you should upgrade your PHP version 5.6-7.2

ntozier

I would say restore the site to what it was (including D?.

upload the 1.11 files to the site.
run the upgrader.

Tell us what happens. If you get a white screen then we need to know the error from your error log.

ipalikuca

ntozier
I have attempted upgrade again (after restore to original state), I can't get to upgrader screen, PHP throws error:

[09-Apr-2019 21:13:20 UTC] PHP Fatal error: Call to undefined method DateTimeImmutable::createFromMutable() in C:...\include\class.misc.php on line 155

ramrajone this is requirement:

PHP version 5.4 or greater, 5.6 is recommended
mysqli extension for PHP
MySQL database version 5.0 or greater

While I understand 5.6 is recommended it should still work on 5.5, I have also attempted to upgrade to 7.2.14 with mysql 8.0.15, this failed, I am getting internal 500 error and my event viewer is telling me that cgi crashed because it is incompatible with ntdll.dll.

ntozier

The osTicket website says that you need PHP 5.6+

It wouldn't say that if it ran on 5.5. Chances are the upgrader text was just never updated for the new requirement.

ipalikuca

ntozier in that case I suggest updating “requirements” section https://github.com/osTicket/osTicket/blob/develop/README.md, it clearly states 5.4 and greater. I will try updating PHP first.

ipalikuca

ntozier upgrade to Higher version of PHP Indeed helped. Please update github documentation and keep consistent with https://osticket.com/

Few issues I have encountered after upgrade. If I migrate DB to MySql 8.0.15, I get "fatal error contact system administrator", but I am not sure yet is this my server issue and mysql db or this is Osticket issue, I am looking into it. Additionally upgrading also breaks LDAP plugin (I have removed username and password strings from this error trace):

[10-Apr-2019 22:58:16 UTC] PHP Fatal error: Uncaught Error: Call to a member function bind() on null in phar://C:/inetpub/wwwroot/Support production/include/plugins/auth-ldap.phar/authentication.php:220
Stack trace:
#0 phar://C:/inetpub/wwwroot/Support production/include/plugins/auth-ldap.phar/authentication.php(427): LDAPAuthentication->authenticate('', '')
#1 C:\inetpub\wwwroot\Support production\include\class.auth.php(235): StaffLDAPAuthentication->authenticate('', '')
#2 C:\inetpub\wwwroot\Support production\scp\login.php(72): AuthenticationBackend::process('', '', Array)
#3 {main}
thrown in phar://C:/inetpub/wwwroot/Support production/include/plugins/auth-ldap.phar/authentication.php on line 220

chauhanlokesh

ipalikuca Installation is complete, PHP version is 5.5 but still i am getting the below error.

Fatal error: Call to undefined method DateTimeImmutable::createFromMutable() include/class.misc.php on line 155

ntozier

Welcome to open source. If you would like something changed you are empowered to make a pull request to github to get it changed.

You upgraded PHP and it fixed the issue that you were having. Great.

You upgraded to the cutting edge of MySQL releases and now you have a different problem.

So what version of PHP are you on now?
Have you tried re-saving your credentials in the ldap plugin settings?

KevinTheJedi

@ipalikuca

Delete the plugin, delete the plugin-specific configs under ost_config, re-install the plugin, and re-insert LDAP info. Worked for me until we can figure it out.

Cheers.

ntozier

You still need PHP 5.6+.