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Troubleshooting  >  Fixing common GFI HelpDesk errors

Fixing common GFI HelpDesk errors

GFI HelpDesk has a built-in error handling system that displays messages when the system encounters them.

This article covers common errors that you may encounter when running GFI HelpDesk. Also, it describes possible root causes and solutions for these errors.

This topic covers the following error types:

ClosedPHP fatal errors

The following table describes common PHP errors that our customers have run into, including an explanation of why they happen and what you can do to prevent them.

ERROR MESSAGE CAUSE & SOLUTION
PHP Fatal error: Allowed memory size of ###### bytes exhausted (tried to allocate ## bytes) in /home/backofficetna/public_html /__swift/library/Database /class.SWIFT_Database.php on line 835

This error occurs when the process you are running is trying to use more memory than there is available.

You have to increase the value of the memory_limit PHP parameter, which you can find in the php.ini file on the server. Once you have updated it and restarted your web server, the error should be resolved.
PHP Fatal error: Class 'DOMDocument' not found in /home/requestfor/public_html /__apps/tickets/models/Ticket /class.SWIFT_TicketPost.php on line 892 This error means that either the DOM module, the XML module, or both are missing from your GFI HelpDesk installation. Please make sure that you have installed all of the required PHP modules.
PHP Fatal error: Class 'PDO' not found in/home/conve46/public_html /support/__swift/library/Database /class.SWIFT_Database.php on line 379 This error indicates that the PDO module is missing from your server. Please make sure that you have installed all of the required PHP modules.
PHP Fatal error: Call to a member function Get() on boolean in /home/mvp/public_html/support /__swift/models/Settings /class.SWIFT_Settings.php on line 53 This error occurs when GFI HelpDesk is unable to connect to your MySQL database. To resolve it, verify that the database details you have provided in the __swift/config/config.php file are correct.
ClosedUncaught exception errors

If GFI HelpDesk runs into a missing argument, an incomplete form submission, a wrong direct URLUniform Resource Locator is the address of a web page on the world wide web., or old cache files, this may cause an uncaught exception error. The following table covers the most common uncaught exception errors.

ERROR MESSAGE CAUSE & SOLUTION
Uncaught exception: 'SwiftMailer_TransportException' with message 'Expected response code 220 but got code "", with message ""' in C:xampphtdocs__swiftthirdparty SwiftMailerclasses SwiftMailerTransport AbstractSmtpTransport.php:386 You may encounter this error when the number of emails being sent from GFI HelpDesk exceeds the limit set by your SMTPSimple Mail Transport Protocol - An internet standard used for email transmission across IP networks. server.

You have two options to solve this error:

Uncaught exception: 'SWIFT_Exception' with message AutoExecute Query: UPDATE swsessions (array)) WHERE sessionid =

This error indicates that the swsessions table in your database is full.

You need to clear the table, which logs out anyone currently logged in to your GFI HelpDesk instance.

You can use the following query to clear it: DELETE FROM `swsessions`;
Uncaught Exception: Invalid Core Data: Department, Status, Priority, Type This error occurs when GFI HelpDesk cannot find one of the expected values for core ticket fields (for example, Department, Status, Priority, or Type).

This error may appear if one of the available values for any of these fields is deleted while still being linked in your template group.

To fix the error, update all available template groups in the admin area under the Templates section.
Uncaught Exception: Error: Your PHP was not compiled with IMAPInternet Message Access Protocol - One of the two most commonly used Internet standard protocols for e-mail retrieval, the other being POP3. support. This error indicates that the IMAP module is missing from your server. Please make sure that you have installed all of the required PHP modules.
Uncaught Exception: Connection could not be established with host [php_network_getaddresses: getaddrinfo failed: Name or service not known #0] in ./__swift/thirdparty/SwiftMailer /classes/SwiftMailer /Transport/StreamBuffer.php:259 This error occurs when GFI HelpDesk is unable to establish a connection with your SMTP server.

Double-check that:

  • The DNS of the webserver is working properly.
  • The hostname of your SMTP server has been entered correctly.
Expected response code 354 but got code "421", with message "421 4.7.0 Temporary System Problem.

This error means that your SMTP server is under a heavy load and cannot send your message at the moment.

If you are running into this issue, it often means that you are sending a lot of messages.

To avoid this problem, we recommend setting up a local MTA (Mail Transfer Agent) so that your messages is in queue until the server can send them out.

If you are running into this problem while using a Google SMTP server, you can upgrade to a paid Google Apps account, which gives your messages a higher priority.
Uncaught Exception Invalid data provided in ./__swift/apps/base/models /Staff/class.SWIFT_Staff.php:522

You may encounter this error if the LoginShare option is enabled for remote authentication.

To resolve this error, make sure that all your staff users:

  • Have valid email addresses.
  • Belong to a staff group in your Active Directory.
php_network_getaddresses: getaddrinfo failed: Temporary failure in name resolution

This error occurs when GFI HelpDesk cannot resolve a valid IP address using your SMTP hostname.

There are two things to check here:

  • Make sure your DNS server is working properly.
  • Verify your SMTP server details in the GFI HelpDesk admin control panel (Settings > Email > SMTP Settings).
Passer log: Invalid data provided4

This error appears if the sender's email belongs to a user account with no value in the Full Name field.

To resolve this error, open the user's profile in the staff control panel under Users and enter their name in the Full Name field.
Undefined index: csrfhash error on updating things

You may encounter this error if your GFI HelpDesk has a particularly large list of departments, user groups, or teams. Since loading the full list can consume a lot of system resources, the process may time out.

To resolve this error, do the following:

  1. In your PHP configuration file, find the parameter called max_input_vars.
  2. Change its value to 5000 and save the file.
  3. Restart the web service.
UNSERIALIZE FAILED: a:1:{s:15:\ "templategroupid \";s:1:\"1\";}

This error occurs when the magic_quotes_gpc parameter is enabled.

You need to disable it to resolve this error. Open your PHP configuration file and set magic_quotes_gpc to Off.
Undefined index: dateline (./__apps/tickets/staff /class.View_Ticket.php:3318) You may encounter this error if you have MySQL strict mode enabled on your server. Hence, you need to disable the MySQL strict mode.
Notice Undefined index: _ticketContent (./__swift/cache/ 5923709124d225fdff b71bd2a3798fdc.php:68) If you have any outdated or incorrect templates, they may cause this error. To resolve this error, restore your templates to their default versions.
ClosedOther common errors

The errors that are described in the following table can be caused by hardware problems, conflicts with the server environment, outdated releases, etc.

ERROR MESSAGE CAUSE & SOLUTION
Failed to place call. Reason: Unknown error 420006.

This error occurs when GFI HelpDesk Desktop cannot find a sound card on your computer.

We recommend checking that the drivers for your sound card are installed properly and making sure it is up and running.
Reason: Failed: Bad MD5 sum

You have this error if your server is trying to serve up GFI HelpDesk via its CDN (Content Delivery Network).

Since there are elements of GFI HelpDesk that does not function properly if cached (, live chat), it causes this error.

The solution here is to configure your CDN so that it never caches GFI HelpDesk.
ERROR: Product file version (4.xx.x) does not match with the database version (). Please run the upgrade script to ensure that the product is up to date. This error indicates that your product files are out of sync with the version of GFI HelpDesk in your database. To fix it, upgrade to the latest version of GFI HelpDesk.
Blank page with HTTPHypertext Transfer Protocol - A protocol for exchange of hypertext documents in HTML. Error 500 Internal server error

This error means that PHP has crashed so quickly and thoroughly that it did not even have time to display an error message.

This error may be caused by:

  • A database connection issue.
  • The wrong file access permissions configured for an important folder.

You need to log in to your server and have a look at your error logs to find the reason for this error.
Error: AutoExecute Query: AutoExecute Query: INSERT swusers (array ( 'usergroupid' => '2', 'salutation' => 0, 'userrole' => 1, 'userorganizationid' => 0,... You may encounter this error if you have MySQL strict mode enabled on your server. Hence, you need to disable the MySQL strict mode.
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