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Public knowledgebase remains empty page – in backend all articles are there
Posted: Fri Jul 29, 2022 2:32 pm
by andreas
Script URL:
https://support.kgn.schule/
Version of script: 3.3.1
Hosting company: WebhosteOne
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: hesk 3.3.1 knowledgebase page empty
Write your message below:
Hi.
I’ve just upgraded from 3.2.x to 3.3.1
Now, my public knowledgebase page
https://support.kgn.schule/knowledgebase.php remains empty even though all articles are there in the back end – see this screenshot:
https://kalt.link/a0
Language is set to German and the language folder test returned ok.
Any ideas?
Thanks.
Andreas
Re: Public knowledgebase remains empty page – in backend all articles are there
Posted: Fri Jul 29, 2022 3:59 pm
by Klemen
Something is wrong with your installation - the entire public side doesn't work:
https://support.kgn.schule
If you go to Admin panel > Settings > Help desk > under Features turn Debug mode one and save changes, do you get any additional error messages in the public side?
Also, make sure you have uploaded all of the files and folder from the 3.3.x update and you ran the install script, as instructed in the "HOW TO UPDATE.html" file.
Re: Public knowledgebase remains empty page – in backend all articles are there
Posted: Sat Jul 30, 2022 6:27 am
by andreas
Thanks for your reply.
Here’s what I get on opening
Code: Select all
https://support.kgn.schule/knowledgebase.php
Code: Select all
Warning: require_once(./theme/hesk3/customer/util/alerts.php): failed to open stream: No such file or directory in /home/www/ticketsystem/theme/hesk3/customer/knowledgebase/view-category.php on line 21
Fatal error: require_once(): Failed opening required './theme/hesk3/customer/util/alerts.php' (include_path='.:/usr/share/php') in /home/www/ticketsystem/theme/hesk3/customer/knowledgebase/view-category.php on line 21
----
I had one question when updating: the instructions say
Upload all included files to your HESK (overwrite existing files).
Does that mean only files? Because there are some folders that contain fewer files in the installation package and the respective folders in my installation had some more files in them. When I replace whole folders, the additional files would get deleted so what I did was go to the folders and upload the files from the installation (overwriting existing ones) but leaving the additional ones in place. Is that how it’s supposed to work?
Thanks.
Regards,
Andreas
Re: Public knowledgebase remains empty page – in backend all articles are there
Posted: Sat Jul 30, 2022 7:41 am
by Klemen
When updating you just upload the files (and folders, of course) from the patch over your existing files and folders. The files/folders that were not modified in the latest version remain on the server.
The error means your installation is missing the file /theme/hesk3/customer/util/alerts.php - get it from the official download file.
Re: Public knowledgebase remains empty page – in backend all articles are there
Posted: Sat Jul 30, 2022 8:44 am
by andreas
Thank you. There were more files missing in the hesk3 themes folder so I just replaced the whole folder with the one from the download package. That fixed it. Thank you!