by Fanatical Labs

Empower your support and sales teams with clear visibility to the right data, right when they need it. With the Zendesk and Sugar integration, your teams will be able to stay up-to-date on all relevant records whether they're working in Zendesk or SugarCRM.

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#2315 - Not able to see the 'Welcome Screen', and now not able to uninstall

Closed Installation created by mhernandez 3 years ago

We have the older Zendesk plugin 2.18 in our SugarCRM but that doesn't really work for us except for the API part. So we decided to go through a trial of this Zendesk Plugin.

During the very first installation attempt, I was not able to get to the 'Welcome' screen. My screen just stayed stuck while it was installing.

The next day I tried to install again, but I was not able to do so because it was showing in 'Module Loader' that it was installed. I was only presented with choice of Uninstalling or Disabling it. So I tried to uninstall, but along the process it gets stuck at 82% complete uninstall. THe next day I tried I tried disabling prior to attempting to uninstall, but the uninstall progress remains stuck at 82% complete.

Is there a way I can get some help uninstalling or helping me out with getting it work?
We've just recently upgraded to Sugar 7.7

Thank you,
Marc

  1. mhernandez member avatar

    mhernandez

    3 years ago

    I wanted to add a comment.
    After some lengthy troubleshooting, I was finally able to get both the Original Zendesk Plugin version 2.18 and the Fanatically Zen Zendesk plugin installed together, BUT the new 'Fanatically Zen' plugin settings do not show on the administration page.

    Every time I try to disable or uninstall the original plugin from Zendesk, I get an error on the login page about a 'Missing API File'. and causes me to not be able to login, so I rebuild the instance.

    Any help at this point would be great. I might need to just access the page via URL, since the options aren't available on my administration page, but it does show the plugin still installed and enabled.

    Thank you,

  2. mhernandez member avatar

    mhernandez

    3 years ago

    I'm pretty sure the problem is that both modules Zendesk 2.18 (Zendesk original Plugin) and the 'Fanatically Zen Zendesk' plugin are conflicting.

    The thing is, I can uninstall the original Zendesk 2.18 Module (uninstalls 100%), and then attempt to UNINSTALL the 'Fanatically Zen Zendesk' plugin, but during that uninstallation, it stops at 82%, at which that point, I receive this error in the error log:

    [Thu Jul 07 15:25:27 2016] [error] [client 50.84.189.114] PHP Fatal error: require_once(): Failed opening required 'cache/upgrades/
    temp/ESf5k3/scripts/post_uninstall.php' (include_path='/www/html/crm-dev:/www/html/crm-dev/vendor:.:/usr/local/lib/php:/var/lib/goog
    le-api/src') in /www/html/crm-dev/ModuleInstall/ModuleInstaller.php on line 307, referer: https://crm-dev.tengointernet.com/index.ph
    p?module=Administration&view=module&action=UpgradeWizard_prepare

    • jason member avatar

      jason

      3 years ago

      Hi Marc,

      It looks like the original Zendesk module was supposed to include a post_install.php script that isn't there. What I would recommend doing to get around this is to put an empty php file in cache/upgrades/temp/ESf5k3/scripts/post_uninstall.php. Then try uninstalling again. If that still fails then some code may need to be modified to skip that step due during uninstall.

      Sorry for the hassle! Looks like the maintainers/creators of that original module missed something critical.

      -Jason

  3. mhernandez member avatar

    mhernandez

    3 years ago

    Thanks for the response!
    Sorry, I may have worded it backwards, the incomplete uninstallation happens with the Fanatically Zen plugin; the newer plugin.

    • jason member avatar

      jason

      3 years ago

      Got it now. I see the issue in the new package. Working on it and will follow up here when I have a resolution for you.

    • jason member avatar

      jason

      3 years ago

      I just sent you a fix for this issue. It is also available in your Purchases. Install as normal and then uninstall to get it completely uninstalled correctly. Sorry for the uninstall troubles!

  4. mhernandez member avatar

    mhernandez

    3 years ago

    Thanks so much!
    By installing this, I am now able to see the 'Fanatically Zendesk' section in the Administration page, and also get to the License Validation Screen.

    Thanks again!

    • jason member avatar

      jason

      3 years ago

      Great! Let us know if you need anything else. For now I'll close this case out.

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