FAQs

Have a question about Kayako Classic? You're in the right place! Find answers to common questions here.

• What does it mean if I get a 'Failed opening required __swift/config/config.php' error?

  If you get this error when running installation, it is most likely that you have not renamed "config.php.new" to "config.php" in "__swift/config". The configuration file is named "config.php.new" by d...

• What does it mean if I get an 'Access denied for user 'user'@'localhost'' error?

  The MySQL user credentials you have specified in __swift/config/config.php are being rejected by your MySQL server. For information on creating a new MySQL user, see: https://dev.mysql.com/doc/refman/...

• What does 'The 'x' module is not configured to load with PHP' error during system requirements check mean?

  Your server is missing some prerequisites that are needed for Kayako to run. See the up to date list of server requirements here: https://classic.kayako.com/article/1425-server-configuration-requireme...

• What does it mean if I get an error that says 'Fatal error: Call to undefined function mysql_connect()'?

  If you get an error like "Fatal error: Call to undefined function mysql_connect()" when trying to install Kayako, it probably means that MySQL support has not been enabled for PHP on your server (ie t...

• What does it mean if I get an error that says 'Can't connect to MySQL server on '127.0.0.1' (10061)'?

  If you get an error "Can't connect to MySQL server," then the MySQL service is probably not running on your server, or you have provided the wrong MySQL server hostname in Kayako's configuration file ...

• What should I do if I get a blank page during installation?

  If you get a blank page on running the setup script, then you need to follow these steps: Check for the prerequisites Check if all the required prerequisites are installed on the server on which you a...

• I suspect a support site of using a pirated copy of Kayako. How do I report it?

  If you suspect a copy of Kayako is being used without a valid license, we'd like to hear from you. Your report and contact details will be held in the strictest of confidence.Please contact us and we ...

• Do you offer refunds?

  We offer full, no obligation 30 day free trials of On Demand version of our Fusion software. The trials are unlimited in functionality, and should be used to evaluate our products before purchasing. K...

• How do I disable MySQL strict mode on the server?

  MySQL strict mode controls how invalid or missing values in data changing queries are handled; this includes INSERT, UPDATE, and CREATE TABLE statements. With MySQL strict mode enabled, which is the d...

• How do I run 'phpinfo' on my Kayako Classic server?

  Sometimes, when troubleshooting Kayako Classic Download issues, we may ask you for details about PHP environment on your server. You can use the phpinfo function to return information about your PHP c...