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Admin Tools

#16183 My website broke when trying to upgrade from admin tools core to pro

Posted in ‘Admin Tools for Joomla! 4 & 5’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
n/a
PHP version
n/a
Admin Tools version
n/a

Latest post by nicholas on Friday, 24 May 2013 05:58 CDT

Friday, 24 May 2013 03:51 CDT

user16232
Mandatory information about my setup:

Have I read the related troubleshooter articles above before posting (which pages?)? No
Have I searched the tickets before posting? No
Have I read the documentation before posting (which pages?)? No
Joomla! version: (unknown)
PHP version: (unknown)
MySQL version: (unknown)
Host: (optional, but it helps us help you)
Admin Tools version: (unknown)

Description of my issue:

Friday, 24 May 2013 03:58 CDT

nicholas
Would you care providing some more information that could actually allow us to do an educated (instead of a wild) guess as to what the problem might be?

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 24 May 2013 04:35 CDT

user16232
My apologies for not including details. I am a very new akeeba subscriber and user of this ticket system. I am not yet well-versed with the features.


Have I read the related troubleshooter articles above before posting (which pages?):
Have I searched the tickets before posting?
-- No, since it will take me long time and I really have no idea where to look.

Have I read the documentation before posting (which pages?)?
-- Yes, https://www.akeebabackup.com/documentation/admin-tools/upgrade-to-pro.html

Joomla! version: 1.5.26 (upgraded from 1.5.23)
Apache version 2.2.22
PHP version 5.3.13
MySQL version 5.1.68-cll

Host: web.com.ph

Admin Tools version: com_admintools-2.2.10-core (free) the when I installed the pro version my website disappeared front end and back end.

Description of my issue:

Based on the user guide I was to simply install the pro version without uninstalling the free version. I had to do this twice.

The first install gave me a long error with mySql has gone away message with a 2006 number included (I accidentally closed the page where I pasted the error). I thought this was expected since I still have to install the 2nd time.

after the 2nd install attempt my website is no longer accessible. I get this message from the backend:
Database Error: Unable to connect to the database:Could not connect to MySQL

Frontend: there's nothing -- just a blank white page.

I have been an akeeba backup user for some time now and I purchased the subscription not only because I need the pro features but also as a thank you for the awesome work you've done.

I don't know what I did wrong so I hope you can point me in the right direction.

Note: I've already configured a few things with the free version so I don't know if this can cause any issues.

Thanks for the prompt reply.

-- Tiffany

Friday, 24 May 2013 04:53 CDT

nicholas
The "MySQL server has gone away" error comes from the host and it means that the database server closed the connection. This came in a very unfortunate time, as you've now ended up with the Professional version's files being written but the database not having been updated. Please delete the plugins/system/admintools directory (and all its contents) to gain access to your site and retry installing Admin Tools Professional.

If this issue happens again I'd recommend talking to your host and explain them that their MySQL connection timeout is unrealistically low. Ask them to increase it to at least 60 seconds. If they refuse to do that it's a strong indication that their server is oversold, i.e. there are more sites than it can handle. In this case you should consider shopping for a new host.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 24 May 2013 05:23 CDT

user16232
Thanks so much!

I was able to regain access to my site's backend and frontend. I still have com_admintools showing in my list of components though. DO i need to uninstall the admintools component itself before reinstalling the professional version or should I leave it there and just go ahead and install?

Asked my host about their MySQL timeout settings and they said it's 60seconds. I am not sure if they're telling the truth, though. Will definitely look for a new web host. They are kinda cheap actually.

Friday, 24 May 2013 05:26 CDT

nicholas
No, you don't need to uninstall anything. Just go ahead with the reinstallation.

Let me explain what happens with the MySQL gone away message. When you install the component Joomla! will first copy the files and finally will run the SQL commands. If the file copying takes too long (namely: more than MySQL's timeout limit) then the database connection is closed and when Joomla! tries to run the SQL commands you get the error message and the installation fails. On a decent server the file copying takes a little under 1 second. On a crowded, slow server it may take a lot of time. If it takes more than 60 seconds on your server you'll definitely have a problem. There's no much you can do apart from going to a new, speedier host :(

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 24 May 2013 05:47 CDT

user16232
Now I understand how the installation goes! Your assessment is most likely spot on. They have server traffic spike issues all the time causing websites to go down and become inaccessible. I will have to weather these issues for now until i can find a better web host. The only workaround I can think of is do the installation at midnight or very early morning.

Thanks so much for the help, Nicholas. What a relief it is to get my site back without major restoration.

More power to you and your creations!

Friday, 24 May 2013 05:58 CDT

nicholas
You're welcome and thank you for your kind words!

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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