Adding and Viewing Contacts Problem in 4.2.1b

[lindquie]

When adding contacts or viewing contact details, I get the following error messages

• Safari: Safari can’t open the page “http://www.sungen.ca/crm/index.php?a...8019022877300”.
• Firefox: Gives me a blank screen or prompts me if I want to save index.php (see below)
• Internet Explorer: Server Error [code=SERVER_RESPONSE_CLOSE] The server closed connection whiler reading the response.

I have just finished reinstalling SugarSuite-Full-4.2.1b and dropped all tables. And I have the same errors, nothing new

There are no error messages when setting the logger4php to debug.

I do not get any errors for any other details or edit screens.

I am running: Sugar Suite Open Source Version 4.2.1b
Operating System: Redhat Linux (paid host)
MySQL - 4.1.18-standard
PHP Version 5.1.4
php: memory_limit 25M
Apache

Filer and directory ownership has been set to:
Owner: sungen (my admin account)
Group: apache

Permissions for all directoris is 775 and 774 for all files (exactly how it came out of the zip file).

I have reviewed all the forums since June 15, and have not found a solution to this problem. The closest I found was an articule about blank screens when viewing user details. Their solution was to put a "die()l' at the end of the UserDetails.php. I tried this with the Contacts DetailView.php, which resulted in FireFox prompting me if I wanted to save index.php.

I would really like to see if SugarCRM will meet our needs, but I have had this same problem for over a month, and none of the fixes proposed have solved this problem with contacts. If I can't get this problem resolved, my sales guys are going to push me to Sales Force Automation.

Any help would be greatly welcomed.


Erik

[lindquie]

Attached is the diagnostic file for the system that is having all the problems with adding and viewing contact details.

HELP PLEASE!

Erik

[ruchida]

Hi,
I have a similar configuration with yours, including PHP 5.1.4, MySQL 4.1.19 on FC5. I currently have no problem in running 4.2.1b, and no server issue.

Also I don't think your php settings have an issue.

Do you see any hint in the apache log?

[lindquie]

I am on a host server and cannot get to the apache error log.
I can see a web.cache, mail.cache and web.cache.

However if there is a way to throw errors to the screen I can see those.

Erik
250-727-8355

[lindquie]

Right now the only information I have from the SugarCRM log is:

Tue Aug  1 20:17:37 2006,850 [28200] DEBUG SugarCRM - Finding linked records Contact:  SELECT users.id FROM users INNER JOIN contacts_users ON (users.id=contacts_users.user_id AND contacts_users.contact_id='7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2')  WHERE contacts_users.deleted=0 AND users.deleted=0 AND users.id = 'a4edf082-f69e-51a9-1719-44cfc3de62ed'

Which seems to be pulling all its information from contacts_users rather than contacts. On my system contacts_users is a blank table.

Erik Lindquist
President
SunGen Sustainable Developments Inc.
erik@sungen.ca
www.sungen.ca

[lindquie]

I looked inside /index.php to see how DetailView was handled and found:

 ///////////////////////////////////////////////////////////////////////////////
////    DETAIL VIEW-SPECIFIC RENDER CODE
//ifDetailView, set focus to record passed in
if($action == "DetailView") {
    if(!isset($_REQUEST['record']))
        die("A record number must be specified to view details.");
 
    $GLOBALS['log']->debug('----> BEGIN DETAILVIEW TRACKER <----');
    // if we are going to a detail form, load up the record now.
    // Use the record to track the viewing.
    // todo - Have a record of modules and thier primary object names.
    $entity = $beanList[$currentModule];
    require_once ($beanFiles[$entity]);
    $focus = new $entity ();
    $result = $focus->retrieve($_REQUEST['record']);
    if($result) {
        // Only track a viewing ifthe record was retrieved.
        $focus->track_view($current_user->id, $currentModule);
    }
    $GLOBALS['log']->debug('----> END DETAILVIEW TRACKER <----');
}
////    END DETAIL-VIEW SPECIFIC RENDER CODE
/////////////////////////////////////////////////////////////////////////////// 
  

What is interesting, is that the line "END DETAILVIEW TRACKER" does not show up when I set logger4php to debug mode.
Neither does the die line "die("A record number must be specified to view details.");"

The SugarCRM Log shows the -->BEGIN DETAILVIEW but no END DETAILVIEW


Tue Aug 1 20:17:37 2006,760 [28200] INFO SugarCRM - In module: Contacts -- About to take action DetailView
Tue Aug 1 20:17:37 2006,760 [28200] DEBUG SugarCRM - in module Contacts -- in DetailView
Tue Aug 1 20:17:37 2006,760 [28200] DEBUG SugarCRM - ----------------------------------------------------------------------------------------------------------------------------------------------
Tue Aug 1 20:17:37 2006,761 [28200] INFO SugarCRM - current page is modules/Contacts/DetailView.php
Tue Aug 1 20:17:37 2006,761 [28200] INFO SugarCRM - current module is Contacts
Tue Aug 1 20:17:37 2006,762 [28200] INFO SugarCRM - Query:SELECT count(*) as the_count FROM config WHERE category='info' AND name='sugar_version' AND value = '4.2.1'
Tue Aug 1 20:17:37 2006,762 [28200] INFO SugarCRM - Query Execution Time:7.5999999999965E-05
Tue Aug 1 20:17:37 2006,763 [28200] DEBUG SugarCRM - current_language is: en_us
Tue Aug 1 20:17:37 2006,769 [28200] DEBUG SugarCRM - ----> BEGIN DETAILVIEW TRACKER <----
Tue Aug 1 20:17:37 2006,819 [28200] DEBUG SugarCRM - Retrieve Contact : SELECT contacts.* FROM contacts WHERE contacts.id = '7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2'
Tue Aug 1 20:17:37 2006,820 [28200] DEBUG SugarCRM - Limit Query:SELECT contacts.* FROM contacts WHERE contacts.id = '7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2' Start: 0 count: 1
Tue Aug 1 20:17:37 2006,820 [28200] INFO SugarCRM - Query:SELECT contacts.* FROM contacts WHERE contacts.id = '7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2' LIMIT 0,1
Tue Aug 1 20:17:37 2006,821 [28200] INFO SugarCRM - Query Execution Time:0.00022800000000001
Tue Aug 1 20:17:37 2006,827 [28200] DEBUG SugarCRM - get_user_array query: SELECT id, first_name, last_name, user_name from users WHERE 1=1 AND is_group=0 order by user_name asc
Tue Aug 1 20:17:37 2006,828 [28200] INFO SugarCRM - Query:SELECT id, first_name, last_name, user_name from users WHERE 1=1 AND is_group=0 order by user_name asc
Tue Aug 1 20:17:37 2006,828 [28200] INFO SugarCRM - Query Execution Time:0.000108
Tue Aug 1 20:17:37 2006,829 [28200] INFO SugarCRM - Query:SELECT acc.id, acc.name, con_reports_to.first_name, con_reports_to.last_name

from contacts

left join accounts_contacts a_c on a_c.contact_id = '7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2' and a_c.deleted=0

left join accounts acc on a_c.account_id = acc.id and acc.deleted=0

left join contacts con_reports_to on con_reports_to.id = contacts.reports_to_id

where contacts.id = '7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2'
Tue Aug 1 20:17:37 2006,830 [28200] INFO SugarCRM - Query Execution Time:8.9999999999923E-05
Tue Aug 1 20:17:37 2006,830 [28200] DEBUG SugarCRM - SugarBean.load_relationships, Loading relationship (user_sync).
Tue Aug 1 20:17:37 2006,837 [28200] DEBUG SugarCRM - Link Constructor, relationship name: contacts_users
Tue Aug 1 20:17:37 2006,837 [28200] DEBUG SugarCRM - Link Constructor, Table name:
Tue Aug 1 20:17:37 2006,838 [28200] DEBUG SugarCRM - Link Constructor, Key name:
Tue Aug 1 20:17:37 2006,846 [28200] DEBUG SugarCRM - Link Constructor, _bean_table_name: contacts
Tue Aug 1 20:17:37 2006,847 [28200] DEBUG SugarCRM - Link Constructor, _bean_key_name: id
Tue Aug 1 20:17:37 2006,847 [28200] DEBUG SugarCRM - Link Constructor, relationship record found.
Tue Aug 1 20:17:37 2006,848 [28200] DEBUG SugarCRM - getQuery, Bean is LHS: 1
Tue Aug 1 20:17:37 2006,848 [28200] DEBUG SugarCRM - getQuery, Relationship type=many-to-many
Tue Aug 1 20:17:37 2006,849 [28200] DEBUG SugarCRM - getQuery, Relationship role column name=
Tue Aug 1 20:17:37 2006,849 [28200] DEBUG SugarCRM - Processing many-to-many.
Tue Aug 1 20:17:37 2006,850 [28200] DEBUG SugarCRM - Finding linked records Contact: SELECT users.id FROM users INNER JOIN contacts_users ON (users.id=contacts_users.user_id AND contacts_users.contact_id='7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2') WHERE contacts_users.deleted=0 AND users.deleted=0 AND users.id = 'a4edf082-f69e-51a9-1719-44cfc3de62ed'
Tue Aug 1 20:17:37 2006,850 [28200] INFO SugarCRM - Query: SELECT users.id FROM users INNER JOIN contacts_users ON (users.id=contacts_users.user_id AND contacts_users.contact_id='7a3a2c71-5298-1bcc-45e8-44cfc9ff9de2') WHERE contacts_users.deleted=0 AND users.deleted=0 AND users.id = 'a4edf082-f69e-51a9-1719-44cfc3de62ed'
Tue Aug 1 20:17:37 2006,851 [28200] INFO SugarCRM - Query Execution Time:0.00011500000000009

[lindquie]

I put a couple of output lines in the Xtemplates\xtpl.php to see if $xtpl->out("main"); is called from DetailView and according to sugarcrm.log (attached) it is not called, so it is dieing earlier.

function out ($bname) {
global $focus;
$GLOBALS['log']->debug('----> xtpl OUT Function <----');
if(isset($focus)){
global $action;

if($focus && is_subclass_of($focus, 'SugarBean') && !$focus->ACLAccess($action)){

ACLController::displayNoAccess(true);
$GLOBALS['log']->debug('----> xtpl OUT Function - sugar_die <----');
sugar_die('');
return;
}}
echo $this->text($bname);
}

[tchalko]

Hi,
I am having the same problem as lindquie (Erik). If it will help ruchida to fix the problem, I have an EXACT sequence that always duplicates the problem on my server - please try this sequence on your install of sugar to see if you can also see the problem now:

Steps:
1) Fresh install of 4.2.1b on
OS/version: centos 4.3
PHP version: 4.3.9-3.15
MYSQL version: 4.1.20
Browser: Firefox 1.5.0.5

2) during install/configuration, created new EMPTY database for sugar (did NOT populate demo data)

3) After install, logged in as admin, configured system email settings, added one non-admin user and his email settings, and then tested email (not sure if this step is pertinent - just including it for completeness)

4) Now to duplicating the problem:

First of all, this is how it DOES work correctly when you first login as admin: Click on link 'My Account' (upper RHS nav bar under Sugar theme)...This displays the detail view of My Account correctly!

Here is where the problem manifests: Click on 'admin' link (again, upper RHS nav bar), click on User Management, click on the non-admin user that was added so that the non-admin user is in detail view....now, again, FROM THIS VIEW, click on link 'My Account' (upper RHS nav bar)....this time, instead of getting the 'My Account' detail view, I get a popup box requesting to open or save index.php, just like what Erik got when he runs under Firefox.

5) From this point on, EVERY TIME (no matter which view you are in) you click on 'My Account', you get the popup box asking to open or save index.php. The only way to stop this behavior is to log out, then re-login as admin, and then you can once again click successfully on 'My Account' - however, the minute you go in admin/User Management/detail view for a non-admin user, the 'My Account' link start misbehaving again.

My observation: I am pretty sure that the reason the popup occurs is because apache is sending index,php directly to the browser, thereby completely ignoring the fact that PHP is running on the server. It 'acts' as if PHP is not running, but of course that shouldn't be the case. However, further investigation (checking the apache error log) displays the following error:
[date/time] [notice] child pid#### exit signal Segmentation fault (11)...it appears that this sequence causes PHP to crash for the sugar child process...php doesn't work again for the 'My Account' link until you logout and login with a new session.... now WHY is this occuring, I am still investigating...but this is a pretty reliable sequence to try to help track down the problem...

Thanks,
Tricia

[lindquie]

Although I cannot see the Apache log, this sounds like exactly what happens when I try to view contact details.

Internet Explorer says:

The following error occurred: [code=SERVER_RESPONSE_CLOSE] The server closed the connection while reading the response. Contact your system administrator.

Which is what would likely happen if Apache abended.

The question now is, how do you fix it?

Is it related to php's memory_limit. Mine is set to 25M, and cannot be changed without chaning my hosting plan.

Thanks

Erik

[ruchida]

I had a chance to log in the Erik's SugarCRM instance, and found the memory allocated to PHP (25MB) got exhausted on several operations.

How much memory_limit in your php.ini?

And tchalko, your PHP version is not a supported one. Can you upgrade it to 4.3.10 or later?