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Support => Installation Help & Software Support => Topic started by: hjlluciaw on July 18, 2007, 10:27:50 PM



Title: Problem with de icons
Post by: hjlluciaw on July 18, 2007, 10:27:50 PM
I cant see de icons, when is online and offline. The icons are ok. I cant see those in the admin and the client side.
Someone know the solution or some idea?


Title: Re: Problem with de icons
Post by: HCL Admin on July 19, 2007, 04:12:56 AM
Double check the file permissions, sounds like the web server can't read them.  Also, if you have access to your error logs, check there for 404 errors on image (png, gif, or jpg)  Did you upload custom items?


Title: Re: Problem with de icons
Post by: ancer on July 19, 2007, 07:12:01 AM
I have had the problem before, and to resolve that issue, I checked the chmod permissions on the image files.

For some reason, during the upload process, they had obtained a 444 permission which is not sufficent to view the images.
I logged in and chmodded them to 644 and all was well.
*I know MLZ has already mentioned this, but I am re-enforcing the fact that I had the problem and resolved it that way :)

I hope this resolves the issue for you as well :)


Title: Re: Problem with de icons
Post by: hjlluciaw on July 20, 2007, 02:21:09 PM
I had have thesame problem with, IE (Windows), Firefox (MacOs, Windows), Opera (Linux, MacOs), Safari 2 (MacOs).
Server Apache version   1.3.37 (Unix), PHP version   4.4.4, MySQL version 4.1.22-standard, HCL 2.1.2.

I had cheked de permisions and the icons files are  chmodded 644, the icons folder is chmodded 777.

In the errors logs no there are 404 errors on image (png, gif, or jpg).
I uploaded custom icons and doesn't work.
I use the help center with this code

<a href="javascript:popUpchat('http://www.luciaw-adv.com.ar/hcl/live/main.php')" target="_blank"><img src="http://www.luciaw-adv.com.ar/hcl/icons/online.gif" alt="Haga clic aqu? para Consultas On-line" /></a>

and load icons and work the chat but doesn't work cobrowser, doesn't update the icon (on-line - off-line).....

This site was run in other server ok when moved to new server dosen't work.
I installed help center again  but I had have the same problem. 


Title: Re: Problem with de icons
Post by: HCL Admin on July 24, 2007, 11:49:47 PM
The only approved way is to use the generated code.  As versions change, using backdoors will work less and less.  Frankly I don't see how cobrowse could ever work with that code, as your not loading the java it requires.


Title: Re: Problem with de icons
Post by: hjlluciaw on July 25, 2007, 11:34:41 AM
Translated in google

It changes it so that chat while I solve the problem, with the generated code only works works chat and the monitoreo but does not load the icon. In the management system I do not see them either, nor those that come with the HCL, nor those that position I. To the HCL it had it installed in another server with he himself dominion and worked changes of server and I have east problem.

I am going to be connected within 8 hours again, she already tries to install it of again and she happens to me the same.


Title: Re: Problem with de icons
Post by: HCL Admin on July 25, 2007, 01:36:48 PM
It sounds like the old permissions problem again.  Triple check the permissions of hcl/compile hcl/cache and hcl/icons.  Also check the file permissions of the contents of hcl/icons, everything should be read access for everyone.

BTW, thanks for the heads up on the Google translate.  What is your native language, in case there is someone who can human translate for us?


Title: Re: Problem with de icons
Post by: hjlluciaw on July 25, 2007, 06:59:05 PM
My native language is spanish.
I am trying the one of the anticipated ones again passing all to 777 to prove it
thanks, later I tell you that it happened


Title: Re: Problem with de icons
Post by: HCL Admin on July 25, 2007, 07:16:16 PM
If you want, I've attached a debug file to this message, just download and put in your HCL root directory.  Then e-mail the URL to the file and  I can check some things.


Title: Re: Problem with de icons
Post by: hjlluciaw on July 25, 2007, 10:43:27 PM
yes, send me the debug file and try it.


Title: Re: Problem with de icons
Post by: HCL Admin on July 25, 2007, 11:30:02 PM
yes, send me the debug file and try it.

Ok, I thought I had attached the file.  I'm not in my office right now, however I'll get it to you just as soon as I get back there.


Title: Re: Problem with de icons
Post by: hjlluciaw on July 30, 2007, 08:32:22 PM
You do not forget to send the debug file


Title: Re: Problem with de icons
Post by: HCL Admin on August 01, 2007, 01:23:31 AM
Here you go, and I did forget to send it, sorry about that.


Title: Re: Problem with de icons
Post by: hjlluciaw on August 01, 2007, 08:54:05 PM
Tanks, Ready, the file is into HCL root folder.


Title: Re: Problem with de icons
Post by: HCL Admin on August 02, 2007, 12:37:20 AM
So far, the first thing I notice is that your running 2.1.2 (I had some issues running 2.1.2 under php 5.2, but they were different issues).  I've printed out the info so you may delete the debug file for now (keep a hold of it just in case).  This should provide some light reading this evening. :D


Title: Re: Problem with de icons
Post by: HCL Admin on August 02, 2007, 01:57:11 PM
Ok, I'm still not seeing the issue here, as I see your icons when I log in...  Maybe I'm missing something in the translation.


Title: Re: Problem with de icons
Post by: hjlluciaw on August 03, 2007, 07:35:03 PM
Well,  it is possible to use it with php 5.2.3?.  could you see which problem make that error with icons using this version of PHP?.  This code was working well with PHP 4.4.4.
 ???


Title: Re: Problem with de icons
Post by: HCL Admin on August 04, 2007, 05:34:30 AM
Hmm, I have it running on 5.2.3 and 5.1.6 without issue.  Still not sure what is causing this, I'm going to setup the 5.2.3 machine to the same exact php.ini settings and see if I can get it to do that.


Title: Re: Problem with de icons
Post by: hjlluciaw on August 10, 2007, 11:12:43 PM
Did you tried  that?? with the same php.ini setup


Title: Re: Problem with de icons
Post by: HCL Admin on August 11, 2007, 10:30:37 AM
Purring like a kitten.  Did you upgrade PHP or move to a new server?


Title: Re: Problem with de icons
Post by: hjlluciaw on August 13, 2007, 12:50:10 PM
I moved to new server, with PHP 5.2.3 the old server had PHP 4.4.4


Title: Re: Problem with de icons
Post by: HCL Admin on August 13, 2007, 12:58:04 PM
Can you PM me a URL of a page doing this, this one is bewildering me... :(


Title: Re: Problem with de icons
Post by: hjlluciaw on August 14, 2007, 01:30:47 PM
This page is using the original code  (http://www.luciaw-adv.com.ar/hcl/module.php?module=HelpCenter). When I try load new custom icon, I don't look it in the admin manager.


Title: Re: Problem with de icons
Post by: HCL Admin on August 14, 2007, 06:53:42 PM
You have more then icon problems, #1 you have osTicket installed, that can be used to compromise your server, I would remove it post haste.  #2, there are most definately permissions problems, hence all the errors on the page.  Every one of those include errors is due to incorrect permissions on the server.  Until ALL the permissions are correct, the system can not run properly.  It's like trying to get something out of a locked safe, it needs code that is locked up, and you haven't given the program the keys, so to speak.