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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

# 1064 error while trying to restore backed up sql database of 1.7.12 version

I had installed version 1.6 and had upgraded to 1.7.12. This is working fine without any errors or error logs. But on taking backup of the database and trying to install the same at a different place, it is showing #1064 error

Here is the error which I get - 

#1064 - You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '<!-- PMA-SQL-ERROR -->
    <div class="error"><h1>Error</h1>
<p><strong>SQL quer' at line 1 

I do not want to upgrade further to 1.8 and 1.9 because they have bugs in them like duplicate attachments with gmail etc.

My  Php version is 5.4.35 , Mysql version is 5.5.40 , Operating system is Windows 7

Please help.

Comments

  • Instead of trying to install it in a different place I would recommend to easily copy over the osTicket directory and also backup & restore the database at the new server - there is no re-installation needed.

    Just make sure to change the helpdesk URL under Admin Panel > settings after you moved to the new machine.

  • edited March 2015
    Yes, different place means other server. 

    I had updated the version 1.6 to 1.7.12 since that had least bugs. After updating, I took back up of the updated folder and updated database.

    But when I tried to transfer the same to another server, it is giving #1064 error. So, I had to upload the back up of the version 1.6 first and then update it to 1.7.12 in the new server also.

    Means, I cannot take backup of version 1.7.12 and restore it if needed.

    Seriously, such a good software like Osticket but the developers must work on backup, updating and restoration which can be done by non-experts..

  • "I had updated the version 1.6 to 1.7.12 since that had least bugs."

    I'm not sure how you came to the determination that 1.7.12 had the least bugs... But it is a almost end of life version of the product.

    "But when I tried to transfer the same to another server, it is giving #1064 error. So, I had to upload the back up of the version 1.6 first and then update it to 1.7.12 in the new server also."

    You did not have to upload the back up and then update it to 1.7.12.  You apparently chose to do so.

    "Means, I cannot take backup of version 1.7.12 and restore it if needed."

    I have no idea why you would think that is true.  Because it is not.

    "Seriously, such a good software like Osticket but the developers must work on backup, updating and restoration which can be done by non-experts.."

    Backups and restoration are handled by MySQL.  The same is true of many PHP/MySQL applications. Backups and restores can he done for ANY MySQL/PHP application in this fashion.

    Updating is handled quite nicely using the upgrader in the application.

    Would you please explain why it is that you think other wise?
  • edited March 2015
    I had said 
    "I had updated the version 1.6 to 1.7.12 since that had least bugs."

    Ntozier you said
    "I'm not sure how you came to the determination that 1.7.12 had the least bugs... But it is a almost end of life version of the product."

    Ntozier, 

    Please see my posts where I have shown issues and bugs in versions 1.8 and above. These are not present in version 1.7.12 - http://osticket.com/forum/discussion/84879/why-tickets-are-having-duplicate-attachments#latest

    I said "But when I tried to transfer the same to another server, it is giving #1064 error. So, I had to upload the back up of the version 1.6 first and then update it to 1.7.12 in the new server also."

    Ntozier said 
    "You did not have to upload the back up and then update it to 1.7.12.  You apparently chose to do so."

    No. As said previously, I had tried to directly take backup of 1.7.12 files and database but then got #1064 error on trying to insert the backuped database, so there is no other option left other than to first restore to 1.6 version and then update to higher versions. I have already given all details

  • edited March 2015
    I said 

    "Seriously, such a good software like Osticket but the developers must work on backup, updating and restoration which can be done by non-experts.."

    Ntozier said 
    "Backups and restoration are handled by MySQL.  The same is true of many PHP/MySQL applications. Backups and restores can he done for ANY MySQL/PHP application in this fashion.

    Updating is handled quite nicely using the upgrader in the application.

    Would you please explain why it is that you think other wise?"

    I have already reported these issues in the ticket versions. You can ignore them if you wish or forward it to the Osticket team for further examination and solution.

    Also, you can compare to other softwares like Wordpress where upgrading, backup and restore is much much easier and hassle free. Here, you have to do things manually at first and are unable to even restore the backuped database. Osticket has a long way to go yet.
  • edited March 2015
    You are of course entitled to your opinions.

    But the only one that I will agree with so far is "osTicket has a long way to go yet". 
    This statement is very true, but not for the reasons that you appear to be citing. 

    I'd also point out that Wordpress handles back up and restores via 3rd party plugin which really has nothing to do with Wordpress core product. Additionally osTicket is not a CMS so comparing it to one is like comparing apples to mangos.

    I get that your experiencing issues and that is frustrating.  I would help you if I could.  So far you are the only person that has reported having those issues.  I have not experienced the problems that you are indicating and I have setup, moved, migrated, upgraded, hacked, broken on purpose, restored, backed up 100s [if not 1000s] of times at this point. I can only presume at this point that the issues that you are having are something unique to your setup.

    If MySQL is reporting a syntax error with your backup then there is either an issue with the backup, or there could be a bug your version of MySQL.  Are you moving from to the same version of MySQL?
  • edited March 2015
    I have given screenshots and details of the particular issues I am having, Ntozier. Did you try to replicate those ? For example, the issue of the duplicate mails with Gmail was tried by me on different PCs with the same result. I have given the link in my previous comment and screenshots were also given.

    So, it is not something unique to my setup but can be replicated. Why is it giving two keys ?

    Why cannot Osticket have a setup, plugin or non-plugin for upgrading without having to upload files. First, I have to download the files, then upload the files. Why we cannot have setup to directly download and overwrite and upgrade ? The direct route leaves lesser scopes for errors.

    You said 
    "If MySQL is reporting a syntax error with your backup then there is either an issue with the backup, or there could be a bug your version of MySQL.  Are you moving from to the same version of MySQL?"

    If there is a bug in my version of Mysql, then why there is no problem in uploading first the version 1.6 and then upgrading to 1.7.12. Why there is only problem in uploading of 1.7.12 database and not uploading database of version 1.6 ? 

    Leaving issues unattended and ignoring them could lead to those issues magnifying in future and causing more problems.
  • Q: Why we cannot have setup to directly download and overwrite and upgrade ?
    A: I think that the devs plan to add something like that, but its not real high on the priority list right now, and is intrinsically insecure.and hard to make secure.

    Q: Did you try to replicate those ?
    A: If you are asking if I tried to open tickets via gmail yes.  It did not result in multiple attachments.  If you are referring to something about 1.7 then no, as I do not have a 1.7 installation.

    Q: If there is a bug in my version of Mysql, then why there is no problem in uploading first the version 1.6 and then upgrading to 1.7.12. Why there is only problem in uploading of 1.7.12 database and not uploading database of version 1.6 ?
    A: First of all this was a guess. 1.6 is a substantially different database structure from 1.7.  It's your version of MySQL that's creating the back up(s), and performing the restore(s).    Your install is writing the .sql file.  Its then reading that file that it wrote... and is throwing an error.  You did not answer my question: Are you moving from to the same version of MySQL?

    "Leaving issues unattended and ignoring them could leave to those issues magnifying in future and causing more problems."

    No one has said nor implied otherwise.
  • Regarding the duplicate attachments with tickets in Gmail, I have tested on different servers and using different methods. I was able to replicate issue when installing fresh 1.9.5.1 I was able to replicate the issue after upgrading from older versions to versions 1.8 and above.

    I was able to replicate the issue with different servers even using test servers.

    Your not getting any error of duplicate attachments in your setup could also be due to uniqueness of your setup, Or did you test in several setups ?

    You asked "Are you moving from to the same version of MySQL"

    While testing, I did test on the same server and in different server with different MySQL.

    "Q: Why we cannot have setup to directly download and overwrite and upgrade ?
    A: I think that the devs plan to add something like that, but its not real high on the priority list right now, and is intrinsically insecure.and hard to make secure. "

    Is this directly from the developer or you are presuming ?
  • As a side note...
    If you would like to provide ideas,feedback,suggestions I would recommend that you start a separate thread in that part of the forums and divorce the commentary from your trouble thread. We like constructive criticism.
  • edited March 2015
    I have given all details of the issue being faced, how to replicate it, what is non-constructive about it, I fail to understand.
  • "Is this directly from the developer or you are presuming ?"

    It has been discussed.

    "I have given all details of the issue being faced, how to replicate it, what is non-constructive about it, I fail to understand."

    *sigh* no one said you were non-constructive.  I was simply pointing out that conversations like how other programs handle backups/restores and suggesting that osTicket should handle it that same way belongs in a feedback thread, not buried in a troubleshooting thread.
  • Ok. I will start a separate thread for suggestions. 

    But what about the issues I have described here, any trouble shooting help by anyone or only presumptions ?
  • You have reported your issues here.
    You have reported your issues on github.
    If you are not satisfied with the results of community based support then I can only recommend:
    http://osticket.com/commercial-support
  • edited March 2015
    If admins and developers do not respond to my queries here and only do presumptions, why will I take commercial support or why will I recommend others to do the same ?
  • YGWYPF.
    "You get what you pay for."

    TASTAAFL
    "There ain't no such thing as a free lunch"
  • edited March 2015
    Is suggestions now allowed in this thread or only you can do them and not me ? 

    "Test the waters before going deep"

    "There is free trial"

    Sorry, I would not dream of getting such a poor commercial support.

    By the way, I am taking screenshot of this thread to show to all for their comments as well.
  • Q: Is suggestions now allowed in this thread or only you can do them and not me ?
    A: You can make your suggestions in your thread if you want to, but the likely hood of anyone seeing them and making changes based on your suggestions is miniscule in the wrong section.

    This forum is not commercial support.
    I am not commercial support.
    This is community based support forum.
  • edited March 2015
    I see only 2 persons responding here, how is that community support ? I would leave it now to the outside. other communities to decide about the things rather than just presumptions.

    I have taken screenshot of the thread to show to others, you can do the same.
  • Q: I see only 2 persons responding here, how is that community support ?
    A: These forums are open and anyone in the community can respond.  They are advertised as such on the osTicket web page. That being said the number of users that still use 1.7 is dwindling fast.  As I stated previously its quickly reaching end of life.  Most users have upgraded at this point. If you were looking for support for a recent version you would probably get responses from other  people.  As it is supporting 1.7 is not a priority any more.

    If you want to take screen shots of this thread to show others, you are going to do so.  I'm not real sure what you hope to achieve in stating that you are doing so.  This thread will probably exist for years and years and year in this forum and you can save time and energy by simply reference it via its unique url.
  • edited March 2015
    You see across all the forums, there is no response other than from you and an another ID. You seem to be the developer, that is why you are responding. 

    Please try to improve your community forums if you want people to take commercial help from you. Ignoring the main issue and commenting otherwise will not help.

    You have not responded properly to any of the threads I started or for the ones sent by mail to you regarding the attachments nor the one in github. 

    By taking screenshots, I would like to involve the community and take community support. Screenshots are more unique than the URLs
  • >> You see across all the forums, there is no response other than from you and an another ID. You seem to be the developer, that is why you are responding.

    You are entitled to your opinions.  You seem to be operating under some incorrect assumptions. So let me state again... I am not a developer for osTicket. I am not commercial support.  I do not own osTicket.  I do not own the domain.  I do not own the code, or the parent company that supports development. I do not have a controlling interest in any way, shape or form of the above.

    >> Please try to improve your community forums if you want people to take commercial help from you. Ignoring the main issue and commenting otherwise will not help.

    You have made [in this thread] a number of what appear to me to be opinionated nonfactual statements so I was attempting to drill down to find out why you felt the way that you did. Additionally I gave you information and suggested possibilities of things to look at to assist you in troubleshooting.  If trying to: answer people; to stop dissemination of incorrect information; to find out why someone beleives something inaccurate isn't trying to make the community forums a better place... Again, I am not commercial support and have no vested interest as to if you get commercial support from osticket.com.

    >> You have not responded properly to any of the threads I started or for the ones sent by mail to you regarding the attachments nor the one in github.

    For the record as of this writing You have started 4 threads. They are:
    http://www.osticket.com/forum/discussion/84863/problems-in-upgrading-osticket-from-version-1-6-to-1-9-5-1-and-installation-of-1-9-5-1
    http://www.osticket.com/forum/discussion/84876/how-to-remove-open-and-resolved-ticket-change-status-options-for-agents
    http://www.osticket.com/forum/discussion/84879/why-tickets-are-having-duplicate-attachments
    http://www.osticket.com/forum/discussion/84961/1064-error-while-trying-to-restore-backed-up-sql-database-of-1-7-12-version

    I stand by the answers that I have provided in all of them. (Although I am getting quite short on patience with this thread.) You have never sent me an email, or more accurately If you have I have never received any email from you.  I repeat I am not a Dev.  I am not commercial support. I do not answer github posts very often unless I see: that more information is required for troubleshooting; something that needs clarification; something that needs correcting; if I take the time to troubleshoot something that's posted there. Why?  Because I am not a dev. I am not commercial support. I am a community member who has been around these forums for years. I am also a forum moderator.

    >> By taking screenshots, I would like to involve the community and take community support.

    I have nothing to say to about this.
  • edited March 2015
    You certainly have some vested interest, that is why you were pushing towards the point that I should get commmercial support from the beginning of the thread.

    No free lunches remember, now what is the lunch you are getting here, kindly disclose.

    I had elaborated regarding the problem I noticed across several platforms and servers for backup of 1.7.12 and restoration of the same which you presumed to be unique to me. Is making presumptions called `community support` here ?

    If you are not the developer or close to the developer, why you make such statements on behalf of the developer ?

    "Q: Why we cannot have setup to directly download and overwrite and upgrade ?
    A: I think that the devs plan to add something like that, but its not real high on the priority list right now, and is intrinsically insecure.and hard to make secure. "


    How you know what is on the high priority list of the developer and what is not ?

  • I'm done with this conversation. I'll leave the thread open on the off chance someone else who reads this is willing to assist you after reading the thread and seeing how you treated the people trying to help you. Have a nice day.
  • Yes, Screenshots will tell how all are "treated" here. Thanks for destroying the thread.
  • we apparently will have to agree to disagree. Have a nice day
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