HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Installation Problem on Windows host


I am trying to install HelpSpot on Windows environment. When I try to access installer.php, it gives me following error:

CGI Error
The specified CGI application misbehaved by not returning a complete set of HTTP headers.


PHP Version details:


I’m also getting this error on Windows 2003 Server Standard (without sp1).


My Windows install went very smoothly, i used:

Apache 2.0.54
PHP 5.0.5
on Windows 2000 sp4


OK the CGI errors are a known issue with IIS. You can check out the details here:;EN-US;884764

I believe there’s a patch, but it seems it may not always work at least that’s what I’ve read. They basically say it happens when you’re on a “fast” computer so if you want to use one of your old 486’s it should be better.

A better alternative might be to switch over to ASAPI, which I think it the recommended method to run PHP in the newer versions.

Now the blank white page. I’m starting to think this may be a file permission issue. Could you guys try checking and changing the file permissions to something less restrictive and let me know how that goes?


Oh yes I know about the forum bug, it doesn’t like a line brea right after the URL. It will be fixed in the next release on Monday.


I used to understand the permissions in the Windows 2000 days, but 2003 seems to be very different, perhaps XP as well. This command worked for me, but may be opening up too much. I’d love to find out the exact correct command to use.

One the command line/C prompt:

cacls helpspotdirname /T /E /G BUILTIN\Users:f


I think I might have found this bug. If you’re getting the white screen during the last step of installation please download this new installer.php and replace your current one with it. Then try the install again.


I’ve updated the installer again to do a little more catching. It looks like this may have been a compound problem with the HelpSpot URL sometimes containing a backslash at the end which broke writing of the config.php file.

I’ve stopped pre-populating the HelpSpot URL since on some machines it seemed to add the backslash. Secondly I’m now looking for those slashes and replacing them with forward slashes just in case one sneaks in to the URL for some reason.



My host fixed the problem and when I was trying to install. I found following error:

(mysql): SELECT * FROM HS_luStatus ORDER BY fOrder ASC, sStatus ASC

2003: Can’t connect to MySQL server on ‘localhost’ (10061)

(mysql): SELECT * FROM HS_CustomFields ORDER BY iOrder ASC, fieldName ASC

2003: Can’t connect to MySQL server on ‘localhost’ (10061)





Installer fails miserably when it can’t connect to database. I think it should handle it better.


Hi JD,

So it is working now or you’re still getting a cannot connect error?

On certain systems PHP does not seem to be honoring the surpression of the adodb errors, I’m not sure why that is. If you could post your system information that would be a big help thanks (OS version, PHP version).


Yes, I was able to install it because I figured out what was going wrong.

Anyway, here’s the configuration of the server:

Let me know if you need additional information.

Currently I am checking the product and will send you the feedback.