Troubleshooting

1. How do I reset the admin password in the help desk software ?

Follow these instructions to reset your administrative password:

1) Download the reset_password.php. This file is located in the mailer folder.

2) Open that file in an editor and enter in your database.

You will see variables, db, db_user, db_password and db_host. For example:

$db='DATABASE_NAME';
$db_user='DATABASE_USER';
$db_password='DATABASE_PASSWORD';
$db_host='DATABASE_HOST';

3) Save the file and upload the server back to your web server. Make sure the file is put back in your mailer folder.

4) Go to the web page in a browser. For example go to:

http://www.YourDomain.com/mailer/reset_password.php

Once you pull up this page it will reset the password to admin/admin

Then you should login with admin/admin and change the password.

5) Remove your database information from the reset_password.php page.

2. I am having trouble uploading large files, what can I do?

Uploading Large Files:

If you are looking to upload large files to the support to import contacts then you need to do the following:

1) You need to change the setting in PHP called:

upload_max_filesize

and

post_max_size

These values should be set to 16M

You can do this through the php.ini file or you can add this line to your apache under the virtual host and re-start apache:

php_admin_value upload_max_filesize 16M

php_admin_value post_max_size 16M

2) For MySql you have to have the variable:

max_allowed_packet to be equal to 16

This can be accomplished by:

modifying to /etc/my.cnf

and setting the:

set-variable = max_allowed_packet=16M

under: [mysqld]

Also keep in mind that my.cnf can reside in different dirs

depending on the installation. Usually it is /etc/my.cnf,

/var/lib/mysql/my.cnf, /usr/local/var/my.cnf.

3. Apache Upload Troubleshooting

If you are still having trouble once you set the parameters above, then you should check the following apache limits

LimitRequestBody

LimitRequestFields

LimitRequestFieldSize

LimitRequestLine

You should check especially the first one in the

httpd.conf. It is possible the POST data is larger than the

value in the LimitRequestBody

4. I am not getting emails from the system

If you are not getting emails it is probably because your PHP has not been configured properly. Our system is set up to send email via the default php mail function. We have a test file to see if your php is configured to send email. You should download the file:

testmail.php

If this file you should modify the line:

$email='test@test.com';

with your own email. Then you should move this file to the web and go to this file in a browser and if your php is configured properly with the mail function you should receive an email. If you do not receive an email, then contact your administrator and ask them to fix your php so it is configured to use the mail function. Also, we have an option where you can send email via smtp. To send email via smtp look for the lines:

$smtp_server='localhost'; /* uncomment and edit to send email via SMTP */

$smtp_port=25; /* SMTP port */

$smtp_user=''; /* for SMTP AUTH */

$smtp_password=''; /* for SMTP AUTH */

MAKE SURE YOU UN-COMMENT the smtp_server line. You should ask your server administrator what to fill in for the following lines.

5. Spaw Editor Problems

If you have problems with the spaw editor then before you submit a ticket please do the following:

Open up the file

/spaw/config/spaw_control.config.php

in this file look for the line:

$spaw_root='/home/user/yourdomain.com/htdocs/produgram/spaw/

and make sure this points to the right location of the spaw directory.

-If you do not know the path to your spaw directory then you should ask your hosting company.

-Make sure you have a trailing slash after spaw

If you installed the program on a non-secure server then look for the lines:

if(!$HTTPS) {

$spaw_dir='http://www.YOURDOMAIN.com/DIRECTORY/spaw/'; // directory where spaw files are located

$spaw_base_url='http://www.YOURDOMAIN.com/DIRECTORY/'; // base url for images

and make sure this points to the right location. Where it has YOURDOMAIN above, you should fill this in with your domain name and where it has DIRECTORY above, you should fill this in with the directory name of the software that you are using.

IF YOU DID NOT INSTALL THE SOFTWARE ON A SECURE SERVER THEN YOU CAN SKIP THIS STEP.

If you installed the software on a secure server then look right below the lines

if(!$HTTPS) {

$spaw_dir='http://www.YOURDOMAIN.com/DIRECTORY/spaw/'; // directory where spaw files are located

$spaw_base_url='http://www.YOURDOMAIN.com/DIRECTORY/'; // base url for images

and you will notice an "else" and then the same lines. You should fill out the "spaw_dir" and "spaw_base_url" but make sure it starts with a https://

6. Library doesn't physically exist error

Answer: If you receive this error you should do the following:

1) go to spaw/config/spaw_control.config.php. Find array $spaw_imglibs. Correct the path to the images directory. It

should be like this:
/home/user/www.site.com/htdocs/product/img/ (with trailing slash)

2) Check that this directory physically exists, if not, create it.

3) Give the web process permissions to write to it. E.g.

chmod 777 img