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HTTP 500 Internal Server Error - Admin portal


#1

Hi,

I’m having this problem with Helpspot at the moment where I can’t access the Admin portal. It will serve up the login screen but when I authenticate, IIS throws up a server 500 error. It’s strange because I can use the help desk fine, submit requests and check on jobs so it is registering new requests (I get confirmation emails about jobs logged) but when I attempt to log into the admin portal it fails.

I’ve tried restarting the server, restarting IIS and app pool as well as updating to a new version of PHP. This fails from either remote or local machine when trying to access the Admin portal. The server is a 2008 R2 with nothing installed except for Helpspot. Below is an excerpt from IIS’s logs:

2011-11-14 22:01:16 127.0.0.1 GET /helpspot/tasks.php - 80 - 127.0.0.1 Mozilla/4.0+(compatible;+Win32;+WinHttp.WinHttpRequest.5) 200 0 0 1155
2011-11-14 22:02:03 192.168.0.200 POST /helpspot/admin.php - 80 - 192.168.0.179 Mozilla/5.0+(Macintosh;+Intel+Mac+OS+X+10.7;+rv:8.0)+Gecko/20100101+Firefox/8.0 500 0 0 1171
2011-11-14 22:02:16 127.0.0.1 GET /helpspot/tasks.php - 80 - 127.0.0.1 Mozilla/4.0+(compatible;+Win32;+WinHttp.WinHttpRequest.5) 200 0 0 1155
2011-11-14 22:02:23 192.168.0.200 POST /helpspot/admin.php - 80 - 192.168.0.200 Mozilla/5.0+(compatible;+MSIE+9.0;+Windows+NT+6.1;+WOW64;+Trident/5.0) 500 0 0 1186
2011-11-14 22:02:36 127.0.0.1 GET /helpspot/admin.php - 80 - 127.0.0.1 Mozilla/5.0+(compatible;+MSIE+9.0;+Windows+NT+6.1;+WOW64;+Trident/5.0) 302 0 0 1124
2011-11-14 22:02:37 192.168.0.200 GET /helpspot/admin.php pg=login&rand=1321308156&loginto=%2Fhelpspot%2Fadmin.php%3F 80 - 192.168.0.200 Mozilla/5.0+(compatible;+MSIE+9.0;+Windows+NT+6.1;+WOW64;+Trident/5.0) 200 0 0 1124
2011-11-14 22:02:48 192.168.0.200 POST /helpspot/admin.php - 80 - 192.168.0.200 Mozilla/5.0+(compatible;+MSIE+9.0;+Windows+NT+6.1;+WOW64;+Trident/5.0) 500 0 0 1186
2011-11-14 22:03:16 127.0.0.1 GET /helpspot/tasks.php - 80 - 127.0.0.1 Mozilla/4.0+(compatible;+Win32;+WinHttp.WinHttpRequest.5) 200 0 0 1171
2011-11-14 22:04:16 127.0.0.1 GET /helpspot/tasks.php - 80 - 127.0.0.1 Mozilla/4.0+(compatible;+Win32;+WinHttp.WinHttpRequest.5) 200 0 0 1171
2011-11-14 22:05:16 127.0.0.1 GET /helpspot/tasks.php - 80 - 127.0.0.1 Mozilla/4.0+(compatible;+Win32;+WinHttp.WinHttpRequest.5) 200 0 0 1171

Any ideas?


#2

hmm, has anything else changed on the server? Are the disks full? Database disks full? Disk partition full?

Try logging into a deeper page rather than the workspace. For instance: http://your-url/helpspot/admin.php?pg=admin

That will let us see if maybe the issue is something in the workspace display and not actually in logging in.


#3

Nothing has been changed on the server - it was a clean install with just helpspot installed and has plenty of disk space (115GB free).

I tried to access a deeper page but same problem - brings me to the login screen and once I authenticate, bam HTTP 500 error.

I ran a Process Monitor dump and have uploaded it to here: http://www.box.net/s/n21rloqcbgjayoalgmle

Not sure if this helps much at all?


#4

What type of databas are you on? Any changes to that? If possible could you send us your help desk URL and login info so we can have a look and try some things.


#5

Hi Willis,

I think I see the issue. Your installation is setup for BlackBox authentication. Something must be wrong in the BlackBox file, probably a PHP error which is just crashing the entire thing.

So take a look in there (/custom_code) and see if you can fix it, perhaps it’s a missing semicolon or maybe the system you’re calling to authenticate is returning an error which isn’t being handled right in your code.


#6

Hi Ian,

BlackBox seems to be the culprit. I’ve turned off BlackBox authentication now and it seems to be good. Thanks for your help with this issue. Much appreciated.


#7

No problem! It’s likely just a PHP error in there so if you look through it for unclosed quotes or missing semi-colon’s that’s probably it.