Internal Server error during system check acceptance

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kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Internal Server error during system check acceptance

Post by kobonl » Wed Dec 06, 2017 12:58 pm

When installing the community edition I receive an internal server error (500).
Any idea how to resolve this problem?


PHP CLI requirements failed while executing
"C:\TimeTrex\php\php-win.exe" "C:\TimeTrex\timetrex\tools\unattended_upgrade.php" --config "C:\TimeTrex\timetrex\includes\..\timetrex.ini.php" --requirements_only --web_installer
Likely caused by having two PHP.INI files with different settings.
Detailed Error Messages

PHP CLI Requirements Output

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Wed Dec 06, 2017 7:10 pm


kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Thu Dec 07, 2017 3:33 am

I am installing the latest (downloaded it yesterday) Community edition onsite of TimeTrex on a Windows 10 pro os.
TimeTrex is installed via the installer using the express installation.

During installation I receive an error (see attachment). The installation continues but during the licence acceptance I receive an internal server error (500) (see attachment)
Attachments
Timetrex Installation Error.docx
(2.31 MiB) Downloaded 41 times

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Thu Dec 07, 2017 8:35 am

Please download v11.0.1 and try that just in case.

If you still receive the same error, on the "System Check Acceptance" screen, please scroll down and send us a screenshot of the detailed error message that should be displayed at the bottom.

Also, please send a copy of your c:\timetrex\log\timetrex.log file.

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Thu Dec 07, 2017 9:27 am

I checked an I have installed the latest version from your website (https://www.timetrex.com/onsite-communi ... &noemail=1). Not sure what version that is...

I attached the detail error description. There is nog log file available in C:\TimeTrex\log
Attachments
Timetrex Installation detailed Error.docx
(56.76 KiB) Downloaded 33 times

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Thu Dec 07, 2017 9:39 am

According to the screenshot, you are installing v11.0.0 of TimeTrex and v11.0.1 is the latest version. Also you didn't scroll to the bottom of the screen where the details of the error message are displayed, so unfortunately we still don't have anything to go on.

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Thu Dec 07, 2017 10:03 am

I can not scroll down. The last line is a hyperlink to detailed php information and a button to recheck. Do you need the detailed php info?

I opened the link to the v11.0.1 installer (https://www.timetrex.com/download.php) and requested again a release and I am waiting now on a mail.

Or do you have a direct link to the v11.0.1 installer?

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Thu Dec 07, 2017 1:24 pm

Your screenshot shows a scroll bar on the right, it doesn't allow you to scroll down using it?

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Thu Dec 07, 2017 1:51 pm

No I can't scroll down..

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Thu Dec 07, 2017 2:59 pm

Did v11.0.1 make any difference for you? Can you try sending us a screenshot of the errors from it please?

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Fri Dec 08, 2017 12:53 am

No v11.0.1 didn't make the difference. Here is the screenshot. The C:\TimeTrex\log is still empty..
Attachments
2017-12-08 08_49_09-TimeTrex Workforce Management.png
2017-12-08 08_49_09-TimeTrex Workforce Management.png (60.68 KiB) Viewed 2801 times

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Fri Dec 08, 2017 9:06 am

Please turn on logging as described near the bottom of this: viewtopic.php?f=6&t=89, then try again, and attach the log here.

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Mon Dec 11, 2017 1:02 am

The log file is attached..
Attachments
install.log
(1.33 MiB) Downloaded 54 times

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Mon Dec 11, 2017 9:55 am

Unfortunately that is the windows installer log, not the TimeTrex log file from the c:\timetrex\log\ directory.

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Mon Dec 11, 2017 10:32 am

Sorry, here it is..
Attachments
timetrex.log
(23.21 KiB) Downloaded 42 times

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Mon Dec 11, 2017 2:54 pm

Unfortunately I'm not seeing anything useful in that log either... Are you running the installer while logged in as a Windows Administrator?

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Tue Dec 12, 2017 2:59 am

Yes I am logged in as administrator. Do you have any other suggestions how to overcome this problem?

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Tue Dec 12, 2017 8:31 am

Do you know if you have PHP installed anywhere else on this computer?

Do you have a different computer that you could try installing TimeTrex on to see if it works on it?

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Wed Dec 13, 2017 1:20 am

No I don't have PhP installed, actually its a new computer with a fresh install..

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Wed Dec 13, 2017 9:53 am

Is the operating system fully up-to-date with Windows Update and any service packs?

If you open a command prompt, try running this command and copy and paste the output here:

Code: Select all

"C:\TimeTrex\php\php-win.exe" "C:\TimeTrex\timetrex\tools\unattended_upgrade.php" --config "C:\TimeTrex\timetrex\includes\..\timetrex.ini.php" --requirements_only --web_installer

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Thu Dec 14, 2017 1:08 am

Yes the OS is up to date and with service packs.

I am running the command in the command prompt but it doesn't give any output (see attachment).

The php-win.exe exists in c:\timetrex\php and also the php files exists in the directory you specified...
Attachments
2017-12-14 09_03_46-C__WINDOWS_system32_cmd.exe.png
2017-12-14 09_03_46-C__WINDOWS_system32_cmd.exe.png (26.98 KiB) Viewed 2747 times

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Thu Dec 14, 2017 5:27 pm

We are unable to replicate this issue on our end, so is it possible for you to provide us with remote access to your computer to investigate this issue further?

If so, you can download our screen sharing tool here:
https://www.timetrex.com/r.php?id=unattended

Then email support@timetrex.com the ID and please include a reference to this thread in the email.

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Fri Dec 15, 2017 1:32 pm

I was informed that the issue turned out to be PHP crashing on your system for some unknown reason.

When c:\timetrex\php\php.ini was modified to disable the PHP OPCACHE feature, by modifying the following lines:

Code: Select all

opcache.enable=0
opcache.enable_cli=0
That resolved the issue for now at least, however disabling the opcache will cause a substantial performance degradation.

kobonl
Posts: 26
Joined: Fri Jul 22, 2016 5:09 am

Re: Internal Server error during system check acceptance

Post by kobonl » Sat Dec 16, 2017 1:19 am

Indeed it took the whole night installation before it returned an server error (connection lost). When I now start TT i receive this error: TimeTrex is currently undergoing maintenance. We apologize for any inconvenience this may cause, please try again later.

I have another notebook (exact same configuration) which also has the same installation problem.

Any other idea how this can be resolved?

shaunw
Posts: 7483
Joined: Tue Sep 19, 2006 2:22 pm

Re: Internal Server error during system check acceptance

Post by shaunw » Sat Dec 16, 2017 10:57 am

My only guess is there is some software installed on your computers or some setting that is causing things to crash. Its not specific to TimeTrex itself, its PHP (installed on millions and millions of systems) that is crashing.

We aren't able to replicate the problem ourselves, and haven't had anyone else report a similar problem either.

At this point, its going to be up to you to narrow down what is causing the crash.

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