SingaporeBikes.com

Here is the URL where images are replaced by urls: https://www.singaporebikes.com/news/promotions-offers/auto-exchange-new-addition-of-honda-x-adv-to-their-fleet-of-rental-bikes-r320/

We updated the credentials in the file.

The next most important issue is users are unable to login and sign up or reply to the posts.
If you can prioritize this, it would help us a lot.

Reply textbox not enabled for users:

@Marc StridgenWe actually waited before deciding on to restore. And now there are no login issues, consistently we are able to login to AdminCP. We also realized most of the times earlier cached password used was also wrong. But it was sure that there were login issues. Some of our users still unable to login. We would give some more time as they see below message about indexing is in progress.

Further, we validated some random user records. All of them looks fine with email ids. It might have been some delay from database side to reflect.

Could you advise on the next points please? Like the adverts not visible and images are not shown.

oh that's not a good news!! How come database miss that data!?
I have back up of today, will try from that if we can restore to..

We did not bypass the login, we just tried with the url https://singaporebikes.com/admin/upgrade then it allowed us to proceed.

It's *not* intermittent, consistently failing to login. php version seems to be fine.

Sure, logging is most important of all. I have tried with both the user id and email. Yes you are right, seems to be same issue what we encountered while upgrade. 

I highly suspect it is related to php. May I know is there any recommended or mandatory version of PHP on the server required for this update to work successful?

After the upgrade,

1. None of our users are able to login.

• User can't click on the top right corner three horizontal lines (circled in red color)
• 

2. We are also unable to login to admin cp.

3. Classifieds are not visible to users. (circled in green)

4. Images in articles are replaced by urls.

5. Click on the top right corner not showing the drop down.

• When we click, the url turns https://www.singaporebikes.com/#elUserLink_menu and not showing the drop down.

@Marc Stridgen Understood your perspective and challenges. Glad to know you are committed to customer service. we see issues after the upgrade is successful. Do you suggest to continue this thread or start a separate topic?

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We cannot have tickets open whereby you are still making changes on the system and actively working on it. At present, you are running through an upgrade,  there is no active issue.

If you could have given the equal importance to the customer's service availability with respect your ticketing system processes that would have been great!🙂

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This can only be due to incorrect input of the password. There is no other alternative explaination for this unfortunately.

Sorry, his is an unsatisfactory explanation! This could be something related to system's authorization process. If given proper attention to investigate would be of great value not only to us but for the Invision as a product to a robust and secure product. It's absolutely upto you guys. I don't want to extend on this.

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What is it you are looking to validate here? Do you have reason to believe after the upgrade has been run, there is an issue somewhere?

We have been using your product for more than a year and we did not come across this experience. Because of the system's inconsistent behavior during upgrade process, we are worried whether there would be any integrity issues. We would have surely appreciated if you could have at least waited till the upgrade process is completed and system is up.

The issue is fully not resolved yet. It would be good to keep the ticket active till the same is completed. We have below questions unanswered too:

1. How come the system did not accept the password earlier?
2. After almost few hours same system authenticated successfully with same password and let us proceed with upgrade. What could have happened meanwhile?
3. How to validate and ensure the data and system integrity?

We would like to keep that as last option, so you have got the absolute priority to proceed to investigate and help us fix the issue.

Meanwhile, we are able to resume the upgrade, the system accepted the same password and it went up to step 7.

Now, prompting to take a manual action, please find the attached screenshot and kindly advise.

Thanks for escalating the issue.

Is there anyway to reset the password to get into AdminCP?

We have backups of April 2022 and today, we can keep that as a last option to restore one of them.

@Marc Stridgen I have taken a backup while the upgrade is in progress today. If we can use that, I will give a try. But, if you have any alternates to give a try to fix or change password, that would be great.

@Marc Stridgen I have updated all the details. Yes the same password we used to login successfully. Kindly advise if there is any way to reset the password if that is not working.

@Marc Stridgen Thanks for the clarification, I have updated the details.

@Randy Calvert We do not have any stored info. Please see the screenshot.

@Marc Stridgen Thanks for the reply. Yes, I am using correct admin password. The system is not accepting it. I did not understood well about the access details on file. Could you elaborate on How to where to add those details please?

Now the error showing a php related session issue.

We attempted an upgrade of the system and realized backup was not done.
So, we initiated backup and wanted to resume the system upgrade. By the time backup is completed, the upgrade session was timed out.

Now, we are unable to login to admin console to upgrade and site is also down. The system is throwing invalid password error.

Appreciate your immediate support as the service is completely down.