How to open a support ticket ?

[iProxy]

How to open a support ticket ?

When I want to rebuild the index of the website I have this message :

If I click on support I am redirected to a page that does not allow me to open a private support ticket.

Edited April 21, 2023 by iProxy

[Luuuk]

Now support starts here on the Invision forum as a form of a topic (like your topic here). Then if necessary (eg. a sensitive data needs to be provided) a Staff member can move your request to a ticket communicated via e-mail.

[Marc]

The above is correct. The first think you need to do there, in answer to the issue itself, is to upgrade to the latest release of the platform.

[iProxy]

I do not have the functionality to create a support ticket by email I have already tried

 

I need a technician to connect to the website to solve the problem (this is not the first time this has happened but it requires me to fix I don't know what).

Edited April 21, 2023 by iProxy

[Jim M]

As mentioned previously, all technical support would initiate on the community here (as you have done). My colleague gave you a solution to resolve your issue, which would be upgrading to the latest release. If you're having further issues, you would need to elaborate at this time.

Please note that we still have secure access to your access details in the Client Area so we can gain access if need be.

[iProxy]

I checked that the access is still functional.

I can't do this update because I have a bug with the database SQL and the server is not PHP 8.0 compatible, I have only choice for PHP 7.4 or PHP 8.2 .

[Jim M]

You would need to contact your hosting provider for assistance in getting PHP 8.1 then.

[iProxy]

The error message blocks us from migrating data to the new server

[Jim M]

8 minutes ago, iProxy said:

The error message blocks us from migrating data to the new server

I'm afraid, you would need to work with your hosting provider to get a capable server that can run the latest release of the software as the resolution to your issue in this topic would be to upgrade.

[iProxy]

We performed a migration that resulted in the corruption of all our data. The host created a virtualization to allow you to correct the SQL bug before we make another attempt. How to make the functionality: "rebuild existing content" finalize the procedure?

[Jim M]

We would not be able to fix a table corruption caused by a server migration. That would be for your hosting provider to resolve or restore a backup from before the migration was attempted.

[iProxy]

The problem did not occur after migrating to another server. The problem occurred when we updated your product. Log in to the website and see for yourself.

[Jim M]

Could you please clarify what was done? As the last upgrade on your instance was done in 2021 and there is not a current upgrade commencing.

[iProxy]

Before any update, I make a duplicate of the virtualization on which I experiment the update before putting it online, but during this procedure we had a blank page bug in PHP 8. This required reverting to the earlier PHP 7.4 version which still works. On this forum we discovered not to be an isolated case.

(I don't want to go through hell again with URLs that generate an HTTP error like it has in the past, for you to tell us it's the Host's fault and everyone blames each other claiming from us zero recommended the website).

A developer has noticed that if the database is too large, he does some maintenance before updating. So I take precautions but the procedure does not stop and I cannot go to the next step.

Edited April 21, 2023 by iProxy

[Jim M]

7 minutes ago, iProxy said:

A developer has noticed that if the database is too large, he does some maintenance before updating. So I take precautions but the procedure does not stop and I cannot go to the next step.

Could you please rephrase what you mean here? If a third party developer is running maintenance before updating, you would need to work with them to resolve it. That would be outside our scope of support. However, I am unsure if this is what you mean here as it feels like there may be a language barrier. 

[iProxy]

It's nightmarish. The developer did not modify the invasion product. He was mandated by the parties to identify who is responsible for the problem: site became non-functional after an update. Since this case, specifications have been created to avoid the risk of a total breakdown.

I cannot perform the update since I have error messages in the invision Admin interface which prevents me from finalizing standard maintenance operations.

I modified in PHP 8, it seems that the procedure for cleaning the caches of the website, even if it is not finished, has corrected the phenomenon of the white page.

Edited April 21, 2023 by iProxy

[iProxy]

I modified in PHP 8, it seems that the procedure for cleaning the caches of the website, even if it is not finished, has corrected the phenomenon of the white page.

I will try to update.

Edited April 21, 2023 by iProxy

[iProxy]

Hi,

Thank you for solving the problem