Start a conversation

Common Kayako Classic errors – and what to do about them

Kayako Classic has a built-in error handling system that will display messages when the system encounters them, as well as logging them into an error logging system. In other words, oftentimes, if there's something going wrong with your Kayako Classic instance, it will do its best to tell you what it is.

In this article we'll go through some common errors you might encounter when running Kayako Classic and do our best to give your some context on the root cause, as well as suggestions for how to resolve the error.

In the tables below, you'll find a list of commonly encountered:

PHP Fatal Errors

If you're running Kayako Classic Download, it's can be a struggle to handle infrastructure problems along with normal Kayako operations. Sometimes it is not easy to backtrack errors some of the errors you encounter – like PHP fatal errors.

Below are some common PHP errors that our Download customers have run into, along with an explanation of why they happen, and what you can do to prevent them.

PHP Fatal error: Allowed memory size of ###### bytes exhausted (tried to allocate ## bytes) in /home/backofficetna/public_html /__swift/library/Database /class.SWIFT_Database.php on line 835
If you're seeing this error, it means that the process you're trying to carry out is trying to use more memory than is available. You'll need to increase the value for the 'memory_limit' PHP parameter, which you'll find in the 'php.ini' file on the server. Once you've updated it and restarted your web server, the error should be resolved.
PHP Fatal error: Class 'DOMDocument' not found in /home/requestfor/public_html
/class.SWIFT_TicketPost.php on line 892
This error means that either the DOM module, the XML module, or both are missing from your Kayako Classic installation. Please make sure that you have installed all the required PHP modules listed in the documentation.
PHP Fatal error: Class 'PDO' not found in/home/conve46/public_html /support/__swift/library/Database /class.SWIFT_Database.php on line 379 This error indicates that the PDO module is missing from your server in the PHP configuration. Please make sure that you have installed all the required PHP modules listed in the documentation.
PHP Fatal error: Call to a member function Get() on boolean in /home/mvp/public_html/support /__swift/models/Settings /class.SWIFT_Settings.php on line 53 This error occurs when Kayako Classic is unable to connect to your MySQL database. To resolve it, verify that the database details you've provided in the '__swift/config/config.php' file are correct.

Uncaught Exception Errors

If Kayako Classic runs into a missing argument, an incomplete form submission, a wrong direct URL, or an old cache, that can lead to an uncaught exception error. We've listed some common ones below, along with their solutions.

Uncaught exception: 'SwiftMailer_TransportException' with message 'Expected response code 220 but got code "", with message ""' in C:xampphtdocs__swiftthirdparty SwiftMailerclasses SwiftMailerTransport AbstractSmtpTransport.php:386 You'll see this error message when the number of emails being sent from Kayako Classic exceeds the limit set by your SMTP server.

You have two options here: you can either increase the message limit, or simply whitelist your Kayako Classic IP address.
Uncaught exception: 'SWIFT_Exception' with message AutoExecute Query: UPDATE swsessions (array)) WHERE sessionid =
This error indicates that the 'swsessions' table in your database is full. The solution here is to clear the table, which will logout out anyone currently logged into your Kayako Classic instance.

You can use the following MySQL query to clear it:
DELETE FROM `swsessions`;
Uncaught Exception: Invalid Core Data: Department, Status, Priority, Type
This error occurs if Kayako Classic couldn't find one of the expected values for 'core' ticket fields, i.e. Department, Status, Priority, or Type. Basically, if one of the available values for any of those fields is deleted but it's still linked with the template group, it can cause this error to appear.

To fix the error, update all available template groups in the admin area under 'Templates' section.
Uncaught Exception: Error: Your PHP was not compiled with IMAP support.
This error indicates that the IMAP module is missing from your server. Please make sure that you have installed all the required PHP modules listed in the documentation.
Uncaught Exception: Connection could not be established with host [php_network_getaddresses: getaddrinfo failed: Name or service not known #0] in ./__swift/thirdparty/SwiftMailer /classes/SwiftMailer /Transport/StreamBuffer.php:259
If you're seeing this error, it means that Kayako Classic is unable to establish a connection with your SMTP server. The best place to start here is to double-check that a) your webserver's DNS is working properly and b) the hostname for your SMTP server has been entered correctly.
Expected response code 354 but got code "421", with message "421 4.7.0 Temporary System Problem.
This error means that your SMTP server is under too heavy a load to send your message at the moment. Oftentimes, if you're running into this, it means you're firing a lot of messages back and forth and top speed, and your SMTP server just needs some time to recover.

To avoid this problem, we recommend either setting up a local MTA (Mail Transfer Agent) so that your messages will queue until the server can send them out, or – if you're running into this problem using a Google SMTP server – upgrading to a paid Google Apps account, which will give your messages higher priority.
Uncaught Exception Invalid data provided in ./__swift/apps/base/models /Staff/class.SWIFT_Staff.php:522 You may experience this error if LoginShare is enabled for remote authentication. Make that all your staff users a) have a valid email address and b) belong to a staff group in your Active Directory.
php_network_getaddresses: getaddrinfo failed: Temporary failure in name resolution
This error occurs when Kayako Classic can't get your SMTP hostname to resolve into a valid IP address.
 There are two things to check here:
 1) Make sure your DNS server is working properly.
 2) Verify your SMTP server details in the Kayako Classic admin control panel under Settings >Email >SMTP Settings .
Passer log: Invalid data provided4
This error appears if sender's email belongs to a user account with no value in the 'Full Name' field. To resolve, open the user's profile in the staff control panel under 'Users' and add their name to the 'Full Name' field.
Undefined index: csrfhash error on updating things
You'll run into this error if your Kayako Classic has a particularly large list of departments, user groups, teams, etc., since loading the full list can eat up a lot of system resources. If a process gets timed out as a result, you'll see this error.

 To keep it from happening, you'll need to go into your PHP configuration file and find the parameter called 'max_input_vars'. Set its value at '5000', save your file, and restart the web service. This should resolve the error.
UNSERIALIZE FAILED: a:1:{s:15:\ "templategroupid \";s:1:\"1\";}
This error is the result of a handy little PHP parameter called 'magic_quotes_gpc', which automatically escapes certain characters when enabled. We'll need to disable it, in order to banish this error. Go into your PHP configuration file and set 'magic_quotes_gpc' to 'Off'.
Undefined index: dateline (./__apps/tickets/staff /class.View_Ticket.php:3318)
You'll encounter this error if you have MySQL strict mode enabled on your server. To disable it, you can follow the instructions in this article.
Notice Undefined index: _ticketContent (./__swift/cache/ 5923709124d225fdff b71bd2a3798fdc.php:68)
If you have any outdated or incorrectly modified templates, they may result in this error. You can restore your templates to default by following the guide linked here. That should resolve this error.

NOTE: Restoring a template to default will erase any modifications you've made.

Other Common Errors

The errors below are also common ones that our customers encounter. These can be the result of sure hardware problems, conflicts with the server environment, outdated releases, etc. Some of the miscellaneous errors we hear about most often are:

Failed to place call. Reason: Unknown error 420006.
The error message may not know the error, but we do! If you're seeing this it means that Kayako Desktop is having trouble finding your computer's sound card. We'd recommend running some diagnostics on your sound card, and making sure it's up and running.
Reason: Failed: Bad MD5 sum
You'll run into this error if the your server is trying to serve up Kayako Classic via its CDN (Content Delivery Network). Since there are elements of Kayako Classic that won't function properly if cached (like live chat, for example), it's running aground on this error. The solution here is to set your CDN so that it never caches Kayako.
ERROR: Product file version (4.xx.x) does not match with the database version (). Please run the upgrade script to ensure that the product is up to date.
This error indicates that your product files are out of sync with the version of Kayako Classic on your database. To fix it, you'll need to upgrade to the latest version of Kayako Classic.
Blank page with HTTP Error 500 Internal server error
This error message is a little light on details, so you'll have do some digging for the root cause here. Basically, a 500 error means that PHP has crashed so quickly and thoroughly that it didn't even have time to throw you an error message.

There are a few possibilities here – it could be a problem connecting to your MySQL database or having the wrong file access permissions for an important folder. The best thing to do is log into your server and have a look at your error logs to shed some light on what's gone wrong.
Choose files or drag and drop files
Was this article helpful?
  1. Vinay Sharma

  2. Posted
  3. Updated