Community broken after update

[Joel Bodenmann]

We've been running several self-hosted instances of IPS Community Suite over the years and never encountered a problem during updating. However, yesterday time caught up with us. We've upgraded one of our boards and since then it's "broken".

The community in question: https://community.ugfx.io

If visiting the board without being logged in:

Sorry, there is a problem

The page you are trying to access is not available to guests, but may be available if you sign in.
Error code: 2S100/2

If visiting the board while being logged in:

Sorry, there is a problem

The page you are trying to access is not available for your account. To configure who can access which areas of your site, go to Admin CP → System → Applications.
Error code: 2S100/2

Logging into the Admin CP (which works), the following message are shown under `CP -> System -> Applications`:

[[Template core/admin/applications/appRowAdditional is throwing an error. This theme may be out of date. Run the support tool in the AdminCP to restore the default theme.]]
[[Template core/admin/applications/appRowDescription is throwing an error. This theme may be out of date. Run the support tool in the AdminCP to restore the default theme.]]

This is shown on every application entry in the list. Screenshot:

Running the support tool as suggested does not work either (although we used it successfully in the past): 

Interestingly, we see `_date_last_year_long_full` printed as text in various places in the backend (for example in the Latest Invision Community News section amongst others) which would indicate that the corresponding PHP script is not executed successfully. This is also confirmed by the fact that we're running into a PHP exception.

Information:

• Self-hosted
• PHP 7.4.20
• MySQL 8.0.25
• Nginx 1.18.0
• Underlying OS: FreeBSD 12.2

We've been running this configuration successfully over many years.

We've tried to reach out to the support team but we haven't heard back anything at all. Any ideas on how to tackle this?
Unfortunately, nothing shows up on the server side logs (eg. no PHP errors or anything else that would be helpful).

Edited July 6, 2021 by Joel Bodenmann

[Adlago]

What is observed is an incomplete upgrade - your APP Forums, Pages, Gallery, Downloads and Calendar are still with version 4.5.4.2 ...
I think it's best to use a backup and restore 4.5.4.2.
Then download the whole package from the client area and upload all the files and then you upgrade to 4.6.3.

[Joel Bodenmann]

Good catch!

We have since downloaded the latest release from the client area, uploaded it to the server and unpacked everything. However, the problem remains the same. The version numbers of the apps shown in the Admin CP didn't even change. Any idea?
Some background information: We've simply copied the contents of the extracted ZIP archive into the location where the forum is served from. We did not remove any files or directories. Simply cp -r

Fun fact: Our backup process was triggered just after attempting to update the board. To avoid loosing newer posts we'd prefer to manually fix this without restoring from backup.

[Stuart Silvester]

Hi,

Go to <url>/admin/upgrade and see if anything is available to upgrade. It sounds like this process hasn't been ran.

 

p.s. I just checked our tickets and it looks like we replied to you about 4 hours ago.

[Joel Bodenmann]

Yep, going through <url>/admin/upgrade helped. Some apps were unchecked as they were already updated while others were updated to the latest version using the upgrade tool (wich completed successfully).
While the board is now accessible again the backend still shows the messages regarding the outdated theme:

When navigating to System -> Support -> Support we're still presented with an error:

Any ideas on where to go from here?

 

11 minutes ago, Stuart Silvester said:

p.s. I just checked our tickets and it looks like we replied to you about 4 hours ago.

That's interesting. We've been unable to find the support tickets in the client area - we might be missing something obvious here - could you guide us to the proper location? We've used this in the past very successfully.
Also, we haven't received any e-mail (also not in the spam folder).

Edited July 6, 2021 by Joel Bodenmann

[Stuart Silvester]

1 minute ago, Joel Bodenmann said:

That's interesting. We've been unable to find the support tickets in the client area - we might be missing something obvious here - could you guide us to the proper location?

Our reply was asking you to use the email address tied to your license, so you won't see the response in the client area. It should be in the email inbox you used to send the request though.

We will need to look further at this via ticket. To save time, feel free to go ahead and create a new one from the client area 🙂 

[Joel Bodenmann]

Sounds like a plan.

In order to stick the "to save time"-paradigm: If we create a new support request through the client area with the currently assigned e-mail address (we changed that very shortly after hitting the send button on the initial request) will go through and you'll be able to reply?

Thank you for your patience.

[Rebecca Jorgensen]

What was the end result of this? I have the same issue when going to the members in the admin area. 

[Jim M]

1 hour ago, Rebecca Jorgensen said:

What was the end result of this? I have the same issue when going to the members in the admin area. 

You have a different resulting error, I’m afraid 

[Marc]

On 3/11/2022 at 10:30 PM, Rebecca Jorgensen said:

What was the end result of this? I have the same issue when going to the members in the admin area. 

This can be caused by many things, so you would need to submit your own ticket if needed and we can advise accordingly