Cache error, looking for cache in wrong directory

[jamminjames]

I'm getting the following error:
The file '/var/www/subs.humortimes/livehelperchat/lhc_web//cache/translations' can not be opened for writing

Why is it looking in "lhc_web//cache" ... with the double slash? Where is the setting for this, I can't find it in settings.ini.php.

I can't login, as it's giving me the site maintenance message ("We’ll be back soon!" etc.)

It was working fine until recently. I did update the site's php from 7.2 to 7.4.

Any help would be appreciated, thanks.

[PeopleInside]

Hi, you can try to look at this discussion: https://forum.livehelperchat.com/viewtopic.php?id=3871
Hope some suggestion in that topic can help you.

[PeopleInside]

You can try to wait here a reply from developer to see if they can help free with basic support.
When the issue appeared? Do you have done an update for see this kind of message?
In any case you can hold on for a remdex reply :)

[jamminjames]

I will hold on, thanks. I hope they can help.

The only thing that changed on the server was the update from php 7.2 to 7.4, as I mentioned.

[PeopleInside]

PHP 7.4 is no more supported https://www.php.net/supported-versions.php

[jamminjames]

But it was working fine on 7.2, so it should work on 7.4. I assume "not supported" just means LHC isn't giving help with PHP, but it should still work with it. I really don't think that's the problem, so I hope remdex can help solve the bad "/livehelperchat/lhc_web//cache/translations" url. There must be a way to set this somewhere, but I can't find it.

[PeopleInside]

With PHP not supported means PHP 7.4 never receive anymore security update from PHP so your server will run a risky outdated version.

[remdex]

Try to follow https://doc.livehelperchat.com/docs/development/move-chat this manual like you were moving chat from one location to another. Also if what enable debug output. https://doc.livehelperchat.com/docs/debug

[jamminjames]

Thanks for the help. I did do the move chat, and enabled debug output. I double-checked, the cache folder is writable (775).

In the browser inspect console on a public facing page with the LHC script, I got this (below this I'll show what I got on the admin login page):

Uncaught SyntaxError: Unexpected token '<', "<pre>ezcLo"... is not valid JSON
//subs.humortimes.com/livehelperchat/lhc_web/index.php/widgetrestapi/settings?vid=18204857fdef9e49d904&tz=America%2FLos_Angeles&r=%252F%252Fsubs.humortimes.com%252F&l=%252F%252Fsubs.humortimes.com%252Fsubs-ht-single.php&dt=Humor%2520Times%2520-%2520Single%2520Issue%2520Order%2520Page&dep=1&idnt=Single%20issue&mode=widget&pos=bottom_right
[200]
<pre>ezcLogWriterException Object
(
    [exception] => PDOException Object
        (
            [message:protected] => SQLSTATE[42000]: Syntax error or access violation: 1142 INSERT command denied to user 'livehelperchatadmin'@'localhost' for table `livehelperchat_db`.`lh_audits`
            [string:Exception:private] => 
            [code:protected] => 42000
            [file:protected] => /var/www/subs.humortimes/livehelperchat/lhc_web/ezcomponents/EventLogDatabaseTiein/src/writers/writer_database.php
            [line:protected] => 299
            [trace:Exception:private] => Array
                (
                    [0] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/ezcomponents/EventLogDatabaseTiein/src/writers/writer_database.php
                            [line] => 299
                            [function] => execute
                            [class] => PDOStatement
                            [type] => ->
                        )

                    [1] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/ezcomponents/EventLog/src/log.php
                            [line] => 447
                            [function] => writeLogMessage
                            [class] => ezcLogDatabaseWriter
                            [type] => ->
                        )

                    [2] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhlog.php
                            [line] => 65
                            [function] => log
                            [class] => ezcLog
                            [type] => ->
                        )

                    [3] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhchat/lhchat.php
                            [line] => 2181
                            [function] => write
                            [class] => erLhcoreClassLog
                            [type] => ::
                        )

                    [4] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/modules/lhwidgetrestapi/settings.php
                            [line] => 41
                            [function] => extractDepartment
                            [class] => erLhcoreClassChat
                            [type] => ::
                        )

                    [5] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhmodule.php
                            [line] => 106
                            [args] => Array
                                (
                                    [0] => /var/www/subs.humortimes/livehelperchat/lhc_web/modules/lhwidgetrestapi/settings.php
                                )

                            [function] => include
                        )

                    [6] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhmodule.php
                            [line] => 578
                            [function] => runModule
                            [class] => erLhcoreClassModule
                            [type] => ::
                        )

                    [7] => Array
                        (
                            [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/index.php
                            [line] => 52
                            [function] => moduleInit
                            [class] => erLhcoreClassModule
                            [type] => ::
                        )

                )

            [previous:Exception:private] => 
            [errorInfo] => Array
                (
                    [0] => 42000
                    [1] => 1142
                    [2] => INSERT command denied to user 'livehelperchatadmin'@'localhost' for table `livehelperchat_db`.`lh_audits`
                )

        )

    [originalMessage] => SQLSTATE[42000]: Syntax error or access violation: 1142 INSERT command denied to user 'livehelperchatadmin'@'localhost' for table `livehelperchat_db`.`lh_audits`
    [message:protected] => SQLSTATE[42000]: Syntax error or access violation: 1142 INSERT command denied to user 'livehelperchatadmin'@'localhost' for table `livehelperchat_db`.`lh_audits`
    [string:Exception:private] => 
    [code:protected] => 0
    [file:protected] => /var/www/subs.humortimes/livehelperchat/lhc_web/ezcomponents/EventLogDatabaseTiein/src/writers/writer_database.php
    [line:protected] => 303
    [trace:Exception:private] => Array
        (
            [0] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/ezcomponents/EventLog/src/log.php
                    [line] => 447
                    [function] => writeLogMessage
                    [class] => ezcLogDatabaseWriter
                    [type] => ->
                )

            [1] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhlog.php
                    [line] => 65
                    [function] => log
                    [class] => ezcLog
                    [type] => ->
                )

            [2] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhchat/lhchat.php
                    [line] => 2181
                    [function] => write
                    [class] => erLhcoreClassLog
                    [type] => ::
                )

            [3] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/modules/lhwidgetrestapi/settings.php
                    [line] => 41
                    [function] => extractDepartment
                    [class] => erLhcoreClassChat
                    [type] => ::
                )

            [4] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhmodule.php
                    [line] => 106
                    [args] => Array
                        (
                            [0] => /var/www/subs.humortimes/livehelperchat/lhc_web/modules/lhwidgetrestapi/settings.php
                        )

                    [function] => include
                )

            [5] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhmodule.php
                    [line] => 578
                    [function] => runModule
                    [class] => erLhcoreClassModule
                    [type] => ::
                )

            [6] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/index.php
                    [line] => 52
                    [function] => moduleInit
                    [class] => erLhcoreClassModule
                    [type] => ::
                )

        )

    [previous:Exception:private] => 
)
</pre>
    at JSON.parse (<anonymous>)
    at n.onreadystatechange (helperFunctions.js:157:34)

On the admin login page, it shows this:

ezcBaseFilePermissionException Object
(
    [originalMessage] => The file '/var/www/subs.humortimes/livehelperchat/lhc_web//cache/translations' can not be opened for writing. (Cache location is not writeable.)
    [message:protected] => The file '/var/www/subs.humortimes/livehelperchat/lhc_web//cache/translations' can not be opened for writing. (Cache location is not writeable.)
    [string:Exception:private] => 
    [code:protected] => 0
    [file:protected] => /var/www/subs.humortimes/livehelperchat/lhc_web/ezcomponents/Cache/src/storage/file.php
    [line:protected] => 103
    [trace:Exception:private] => Array
        (
            [0] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhtranslation.php
                    [line] => 32
                    [function] => __construct
                    [class] => ezcCacheStorageFile
                    [type] => ->
                )

            [1] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhtranslation.php
                    [line] => 168
                    [function] => __construct
                    [class] => erTranslationClassLhTranslation
                    [type] => ->
                )

            [2] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/design/defaulttheme/tpl/lhuser/login.tpl.php
                    [line] => 1
                    [function] => getInstance
                    [class] => erTranslationClassLhTranslation
                    [type] => ::
                )

            [3] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhtpl/tpl.php
                    [line] => 568
                    [args] => Array
                        (
                            [0] => /var/www/subs.humortimes/livehelperchat/lhc_web/design/defaulttheme/tpl/lhuser/login.tpl.php
                        )

                    [function] => include
                )

            [4] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhtpl/tpl.php
                    [line] => 541
                    [function] => fetchExecute
                    [class] => erLhcoreClassTemplate
                    [type] => ->
                )

            [5] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/modules/lhuser/login.php
                    [line] => 220
                    [function] => fetch
                    [class] => erLhcoreClassTemplate
                    [type] => ->
                )

            [6] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhmodule.php
                    [line] => 106
                    [args] => Array
                        (
                            [0] => /var/www/subs.humortimes/livehelperchat/lhc_web/modules/lhuser/login.php
                        )

                    [function] => include
                )

            [7] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/lib/core/lhcore/lhmodule.php
                    [line] => 578
                    [function] => runModule
                    [class] => erLhcoreClassModule
                    [type] => ::
                )

            [8] => Array
                (
                    [file] => /var/www/subs.humortimes/livehelperchat/lhc_web/index.php
                    [line] => 52
                    [function] => moduleInit
                    [class] => erLhcoreClassModule
                    [type] => ::
                )

        )

    [previous:Exception:private] => 
)

[remdex]

Well, errors tell it all. It can't write to those folders...

[jamminjames]

Yes, but as I noted above, it's looking in a non-existent place, with a bad url: "/livehelperchat/lhc_web//cache/translations" -- I believe that double slash is the problem. How can I fix that?

All the folders are owned by the same owner/group that the livehelperchat folder has, and has permissions set at 775.

[remdex]

Double slash has no influence...

[jamminjames]

Turns out it was actually a database permissions problem. When I created the new db, as suggested, I thought I gave the admin all the permissions, but did not. Adding those solved the problem, it wasn't the 'cache' folder permissions.