White Screen After Every Submission

Lars Faye's Avatar

Lars Faye

03 May, 2016 09:12 PM

Every time I create or update a ticket, I get a white screen. I can go back and it still posts the data, though. Where can I start to begin troubleshooting this?

  1. 1 Posted by Robert Kern on 03 May, 2016 10:19 PM

    Robert Kern's Avatar

    Hi Lars,

    That sounds strange. Your apache/nginx error log should give some insight
    into what's happening. A white screen means it probably died before Bugify
    was able to log anything - but still worth checking the Bugify log.

    Thanks,

    Robert

  2. 2 Posted by Lars Faye on 03 May, 2016 10:35 PM

    Lars Faye's Avatar

    Log doesn't throw any errors...and actually says it even sent the email to the user after my post.

    What do you think is a good next step for me?

  3. 3 Posted by Lars Faye on 03 May, 2016 10:40 PM

    Lars Faye's Avatar

    Ah, sorry for the rapid fire updates. Looks like Firefox gives some more insight. When I go to create a thread or add attachment, I get this:

    "Fatal error: Class 'Bugify_Log' not found in /home/goodchee/public_html/projects/library/Bugify/Exception.php on line 22"

  4. 4 Posted by Lars Faye on 23 May, 2016 09:05 PM

    Lars Faye's Avatar

    Seriously, no reply to this? For a paid product, support seems to be lacking. Is Bugify still in development or should I look for an alternative platform?

  5. 5 Posted by Lars Faye on 06 Jun, 2016 09:04 PM

    Lars Faye's Avatar

    And still nothing? Darn. Pretty disappointing...

  6. 6 Posted by Robert Kern on 06 Jun, 2016 09:07 PM

    Robert Kern's Avatar

    Hi Lars,

    Does the Log.php file exist
    under /home/goodchee/public_html/projects/library/Bugify/ ?
    Seems strange that it isn't able to locate Bugify_Log

    Robert

  7. 7 Posted by Lars Faye on 06 Jun, 2016 09:14 PM

    Lars Faye's Avatar

    Thank you for responding. Sorry I had to get a bit salty...just been waiting a while.

    It does exist! Do you think this would possibly be a permissions error? I don't have any other sites on my hosting account with write permissions...

  8. 8 Posted by Lars Faye on 06 Jun, 2016 09:29 PM

    Lars Faye's Avatar

    Well, I finally just decided to do a re-install on a completely fresh copy and DB. Looks like the problem went away. A bit troublesome, since all my info is located within the other DB, though. :(

  9. 9 Posted by Robert Kern on 06 Jun, 2016 09:39 PM

    Robert Kern's Avatar

    Hi Lars,

    I apologise for the lack of response. Bugify is an after-hours thing, and
    since having a baby and building a house my time has been very sparse,
    which isn't fair for purchasers of Bugify.

    I don't know what the issue might have been sorry, but i'm glad it works
    with a fresh install. You can use your other db with the new install. If
    it's SQLite just copy the old db to the new install location, or if it's
    MySQL just update the config with the db name etc.

    Thanks,

    Robert

  10. 10 Posted by Lars Faye on 06 Jun, 2016 09:42 PM

    Lars Faye's Avatar

    Yeah, I get it man. Just went through something similar (got a 3 year old now...yikes!) so I get it. But without knowing that, it's hard to sit around without getting somewhat irritated. Communication is everything!

    I love Bugify because it's the only quality, self hosted ticketing system out there (RedMine is clunky) so I am bummed to hear it's not a major focus for you guys. Is it still in active dev or is it going to eventually peter out? Just planning ahead before I invested too much more data into the platform.

    I'll try the new install with the old DB...great suggestion. That will rule out one or the other! I'll post back with my results.

  11. 11 Posted by Lars Faye on 06 Jun, 2016 09:45 PM

    Lars Faye's Avatar

    Ok, just tried the old DB with the new install...same issue! So that rules out file corruption and leads to some kind of DB issue. Be damned if I know what it could be, though. I suppose I'll cut my losses at this point, unless you have a light bulb turning on as to what what cause something like that...

  12. 12 Posted by Robert Kern on 06 Jun, 2016 09:50 PM

    Robert Kern's Avatar

    Is it SQLite or MySQL?

    If SQLite, are the permissions on the db file the same as other files in
    the Bugify folders? Is MySQL an option for you? MySQL is going to be much
    more reliable than SQLite just because of the nature of the database and
    how the different technologies work. It is possible to dump the data from
    SQLite and import it into MySQL.

    Thanks,

    Robert

  13. 13 Posted by Lars Faye on 06 Jun, 2016 09:54 PM

    Lars Faye's Avatar

    Well, the plot thickens. It was working, not I'm getting the white screen again. It's a standard MySQL DB hosted on a shared hosting account (SiteGround).

    I'm wondering if perhaps it's a memory issue? Are there any specific php config attributes that are required, such as a minimum memory or post size that I can adjust via php.ini? It's really odd because it does post, but just gives a white screen. Large images are truncated, which made me think it might be a memory issue.

    I suppose I should have been forthecoming that this all started when I migrated to Siteground from another host, but I figured it was something I did during the migration process, especially since the error logs are clean.

    Sigh. I understand this might be outside your support...so if you need to get back to daddy mode, it's all good on this end. I suppose I need to take this up with the host...oh joy...you know how that goes!

  14. 14 Posted by Robert Kern on 06 Jun, 2016 10:06 PM

    Robert Kern's Avatar

    Ugh that makes things much more difficult. Nobody likes being told it's an
    issue with your host.

    Bugify checks what the max upload size is and doesn't let you upload
    anything larger than that. Anytime you get a white screen though, you would
    expect there to be a log in apache (or nginx, whatever your web server is).
    That would be a good question to ask SiteGround (how you can turn on error
    logging for apache, or why you see a white screen but nothing is logged).

    Thanks,

    Robert

  15. 15 Posted by Lars Faye on 06 Jun, 2016 10:16 PM

    Lars Faye's Avatar

    Yeah. What is odd is the request goes through, it just doesn't refresh correctly.

    I'll take this up with Siteground and only post back here if I feel it's pertinent to your knowing/understand. Who knows, someone else might come across something similar!

    Thanks for replying and letting me know what's up with your situation!

  16. 16 Posted by Robert Kern on 06 Jun, 2016 10:17 PM

    Robert Kern's Avatar

    Thanks Lars. Do let me know what you hear from SiteGround.

    Thanks,

    Robert

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