[stevland]

Your screenshot appears to be a mix of osTicket core and osTicket Awesome.

Try clearing your browser’s cache and let me know whether or not it fixes your issue.

• This reply was modified 6 years, 4 months ago by stevland.

[stevland]

>I’m having an issue with the template, the first time any phone tries to load the page it takes like 2 or 3 minutes

What version of osTicket Awesome are you using?
What type of phone?
What web browser?
Are you having trouble with the Client Portal, the Staff Portal or both?

>This issue is also happening in the “Theme” menu at admin panel

I have noticed a problem with the Theme page in the latest version (osTicket-Awesome-1.10.4-v1.0). The page loads half way and then halts. But as soon as I hit ‘refresh’ it loads the entire page instantly.

I haven’t had any trouble with loading pages in mobile.

If you provide more info I will look into it right away.

[stevland]

Great!

[stevland]

The image isn’t a part of osTicket Awesome, it is something that you’ve added to your osTicket.

Have you tried going to Admin Panel > Settings > Pages > Landing to add the image again?

[stevland]

Hi @ghapios,

None of the 1.10.x versions require a database upgrade, so upgrading osTicket or osTicket Awesome is very easy.

Set the system to offline (Admin Panel > System)

Install osTicket 1.10.4

Rename the directory to something different. You might name it /osticket1.10.1.

Download osTicket Core v1.10.4, extract it on your computer and upload the /upload folder to your server.

Rename /upload to something different. In your case you might name your osTicket 1.10.4 installation to /osticket1.10.4

Copy your ost-config.php file from /osticket1.10.1/include to /osticket1.10.4/include.

Delete the /setup directory.

(If you have any customizations such as plugins, mods or email piping you will need to reapply them).

Visit www.yourdomain.com/osticket1.10.4 in your browser to make sure that everything worked. If you have any issues (such as permissions) you can check the troubleshooting page.

Install osTicket Awesome 1.10.4

Rename the directory to something different. In your case you might name your osTicket Awesome 1.10.1 installation to /osta1.10.1.

Download osTicket-Awesome-1.10.4-v1.0.zip, extract it on your computer and upload the /upload folder to your server.

Rename the /upload folder to whatever it is you’ve always used (/support, /helpdesk, /osticket, etc.)

Again, copy your ost-config.php file from one of the old installations into this one. 

Log into the Staff portal and put the system back online.

Notes

Whatever you rename the folders to is completely arbitrary.

In the short-term you can easily get away with just installing osTicket Awesome 1.10.4 and not worrying about installing osTicket 1.10.4. But it is good to keep your core osTicket installation up-to-date for troubleshooting purposes. So I’m glad that you asked.

Once everything is working you can safely delete your old osTicket 1.10.1 and osTicket Awesome 1.10.1 installations.

Enjoy!

[stevland]

I’m really sorry, @Thomas Bosbach. I forgot to respond to this post from a long time ago until another customer pointed it out to me tonight.

Did you figure out how to make email piping work?

Here is what I told the other customer regarding the same issue…

---

I’m sorry, but this isn’t really an osTicket Awesome question… it is an osTicket question.

I wish I could help you but I have never used email piping myself.

Hopefully when you installed osTicket Awesome you kept a backup of your original osTicket installation.

Assuming your osTicket is installed into a directory called /support, you can temporarily use your /support-old directory.

Both installations use the same database, and you can use either one without any trouble. Any changes in one are reflected in the other.

If you previously had email piping working in your original osTicket installation you will need to reproduce whatever steps you took with your new osTicket Awesome installation.

If you’ve never had email piping working before, here are the latest instructions. I would recommend that you set it up in your original osTicket installation first.

If you are still having trouble you can ask for help in the osTicket forum. 

(You don’t need to mention that you use osTicket Awesome, you can just get help with your original osTicket installation. Once your get it working you will know what you need to do to configure your osTicket Awesome installation as well!)

I hope this helps you figure out what you need to do.

[stevland]

UPDATE: The latest releases all include the ability to display a user-uploaded logo.

Here are some tips to integrate your logo into the theme.

[stevland]

In case anyone reads this thread and is confused… I moved this thread from another topic and the messages are now all out of order.

[stevland]

@omniksolar

Your software environment is very similar to the environment that the demo is running in.

I don’t know why it should be an issue on your server, but I do think I’ve found the answer.

Please follow this advice, and let me know if it helps or not.

(On a side note you might consider upgrading your PHP to 5.6 which is what is recommended for osTicket. I don’t think it has anything to do with your SVG issue, but it could help to avoid other mysterious issues).

[stevland]

Wow, okay… I am at a loss.

I am still trying to figure this out, but I wanted to respond so you won’t think I’ve overlooked or forgotten your issue.

I’ll look into that StackOverflow page, but my initial reaction is that it has to be something unique to your server or configuration.

After all, you can see all of the icons when you visit the demo pages, yes?

Please post your Software Environment info (Admin Panel > Settings > Theme) or send it to me in a private message.

[stevland]

No worries… I expect it will come up again and again so I actually created a “Clear Your Browser’s Cache” page just now and I will add a reminder to the instructions.

[stevland]

I’m looking at your screenshot and seeing some elements from the new update and some elements from the previous version and then it occurs to me…

…you need to empty your browser’s cache. 

That should fix it, but let me know.

[stevland]

@omniksolar,

None of the files are missing (here is the Italian flag on your server, for example). 

But there is something odd about your installation. 

When osTicket is installed the instructions tell the user to upload the /upload folder to their server and then rename it to whatever they want. I’ve seen examples such as /helpdesk, /support, /osticket, etc.

In your case it appears that you have uploaded the contents of the /upload folder into the root directory.

It isn’t a good idea to do it this way.

Did you back up your original osTicket installation? You still need it for if/when you decide to upgrade to a newer version of osTicket (for example, v1.11.x or v.1.2.x when they are released). The original osTicket core files are useful for troubleshooting purposes.

Ideally your original osTicket files will be in a directory such as /support-old and your osTicket Awesome files in a directory such as /support.

Also, do you not use the omnik.tech domain for anything else? You don’t have a company website?

Either way I highly recommend using directories as I have described above. But if you want to keep things the way they are, here is something to try. 

Open /include/ost-config.php and uncomment the ROOT_PATH directive and configure it like this:

define(‘ROOT_PATH’, ‘/‘);

Also go to Admin Panel > Settings and make sure that Helpdesk URL is simply http://omnik.tech

• This reply was modified 6 years, 4 months ago by stevland.
• This reply was modified 6 years, 4 months ago by stevland.
• This reply was modified 6 years, 4 months ago by stevland.

[stevland]

@omniksolar,

I’m sorry for your trouble!

There are two ways to fix this. Either download and install osTicket-Awesome-1.10.1-v1.4 again (it has been fixed), or simply create two empty files:

osta/inc/back-button.html
osta/inc/database-reset-warning.html

If those two empty files are in place then PHP won’t spit up any more errors.

In case you are wondering, those files are used in the DEMO version but are intentionally blank in the official release.

[stevland]

Thank you for pointing out my mistake, @aeromarine.

There was some accidental cross-pollination between my development files and the demo files.

In case you are wondering, the intention is to leave those references in /include/client/footer.inc.php but to have two empty files:

osta/inc/back-button.html
osta/inc/database-reset-warning.html

It sounds like you have already fixed the problem on your end, and it is a perfectly good solution so kudos to you for figuring it out and sharing your solution.