by synolia

Create standardized dashboards for your users. No more having confused users missing out on what they could be doing with Sugar. This add-on gives Sugar administrators the ability to easily and quickly deploy dashboard templates to one or multiple users.

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#3275 - PHP Fatal Error on Installation

Closed Installation created by fredlee Verified Purchase 5 years ago

Hi Folks,

We're attempting to upgrade / re-install SynoDashboardTemplates Version: 20170424 in a Sugar 7.8.2 that's hosted in the Sugar OnDemand environment.

Here's what happened:

  • during the installation browser went blank (contents area went white)
  • ran QRR, but was then unable to access the instance
  • diagnostics show the following error

PHP Fatal error: require_once(): Failed opening required 'modules/SYNO_DashboardTemplates/SYNO_DashboardTemplates.php' (include_path='/mnt/sugar/7.8.2.1/ent:/mnt/sugar/7.8.2.1/ent/vendor:.:/usr/share/pear:/usr/share/php') in /mnt/sugar/7.8.2.1/ent/include/utils/autoloader.php on line 391, referer: https://prod.ms.sugarcrm.com/ui/app-instances/55bbe5ce36f40c97310014ef/error-log

Any idea what's happening?

  1. synolia member avatar

    synolia Provider Affiliate

    5 years ago

    Hello,

    From what we understand, as there have been other similar issues, the problem comes from the Sugar upgrades that modify the behavior of the uninstaller of third party modules. To fix this, after the uninstall failure, you will have to remove (manually) all the files left over by the uninstall process.

    Most of the files present in your list are linked directly to base modules. Exemple:

    /Path/To/Sugar/modules/SYNO_DashboardTemplateFilters /Path/To/Sugar/modules/SYNO_DashboardTemplateHistory /Path/To/Sugar/modules/SYNO_DashboardTemplateLines /Path/To/Sugar/modules/SYNO_DashboardTemplates

    and the others, in the "custom" folder are defined in the manifest file (that you can find in the zip package).

    To understand exactly what happened in your case we would need quite a bit of info: 1. Your initial version of Sugar (from when Dashboard Templates was installed) 2. Your initial version of Dashboard Templates 3. The history of SugarCRM and Dashboard Templates upgrades in order 4. How these upgrades were implemented

    I'm sorry that in your case the uninstall failed and we would like to find the reason why and how this happened.

    Kind regards, Synolia Support

    • fredlee member avatar

      fredlee Verified Purchase

      5 years ago

      Hi Folks,

      Please see answers to your questions below:

      1. Your initial version of Sugar (from when Dashboard Templates was installed)
      • we've been using the Dashboard Templates since Dec 22, 2015
      • originally installed for Sugar 7.6
      • upgraded following a Sugar 7.7 upgrade
      1. Your initial version of Dashboard Templates
      • last version of the Dashboard Templates successfully installed used a package was SUGAR_SYNODASHBOARDTEMPLATES_7.2.2-to-7.7_20161024
      1. The history of SugarCRM and Dashboard Templates upgrades in order
      • we've been using the Dashboard Templates since Dec 22, 2015
      • originally installed for Sugar 7.6
      • upgraded following a Sugar 7.7 upgrade
      • upgraded following a Sugar 7.8 upgrade ** currently failing **
      1. How these upgrades were implemented
      • we purchased the new subscription-based version of the Dashboard Templates
      • SUGAR_SYNODASHBOARDTEMPLATES_7.8_20170424

      • we followed the same process for this Dashboard Template upgrade

      • uninstall old Dashboard Template package
      • upgrade to Sugar 7.8
      • install new Dashboard Template package

      Note: - we're working in the Sugar OnDemand Environment so any manual deletion will need to be performed by Sugar Support - please provide detailed instructions

  2. synolia member avatar

    synolia Provider Affiliate

    5 years ago

    Hello,

    To completely remove the old version of the module you will have to contact the Sugar Support and ask them to remove all files linked to the SynoDashboardTemplates module. The majority of the files can be found in the manifest of the package, but there are some that are generated by Sugar for the custom modules. These files can be found in the "/modules" and "/custom" folders.

    Unfortunately i cannot provide an exhaustive list as it changes from one instance to the other.

    If you have any questions, i will be glad to help.

    Kind regards, Synolia Support

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