Blank screens: some semblance of a "why" requested

[rlbyrd]

After much evaluation, I have decided to take my company down the Sugar road. Our experience thus far has been excellent--however, there is one debilitating problem. When attempting to post a new Opportunity or sometimes when adding a new Employee (not a user, mind you, an Employee) we get the dreaded Blank Screen problem. No PHP errors even though PHP is set to display them, nothing in the logs.

I have researched this problem on this Sugar forum and others, and have tried the longtext-->mediumtext alteration, added die(''); to the end of DetailView and EditView, checked and doubled checked permissions, etc. and have done everything but upgrade my PHP installation.

I'd be willing to do that if absolutely necessary, but to date, no one has said or posted or added to the bug-tracker WHY this is happening. I have read of this error manifesting itself by numerour denizens of this forum, but not a lot of assistance from the staff on this problem (they seem to be great, generally)

I'm certainly not going to do a PHP upgrade on a box that runs a number of our important applications on the off-chance it *might* fix this problem. 4.3.9 works just fine on every other PHP app I have; if this is the problem, then I want to know WHY it's a problem; CRM isn't a passing fancy for us, it's our life's blood, and if the open source test drive of Sugar doesn't pan out well enough for us to live with it, I certainly won't purchase the enterprise version--we'll go with a big middleware vendor instead.

Please note: Other than these blank screen problems (can't call 'em errors--nothing in the log!) Sugar kicks some serious ass. I am assuming that the enterprise versions with workflow are even better. However...

Calling all Sugar engineers: please she some light on this, please. I'd really like to use your product, but I need to know what's up with blank screens. I can't purchase software that doesn't have support that gives quick and crystalline answers to things as major as big white screens.

Kindest regards,
Richard

OS: RHEL ES rel 4 (kernel version 2.6.9-22)
Sugar: 4.2.1a, clean install
HTTP: Apache 2.0.52
PHP: 4.3.9
MySQL: 4.1.12

---
addendum: PHP configure flags:

'./configure' '--build=i386-redhat-linux' '--host=i386-redhat-linux' '--target=i386-redhat-linux-gnu' '--program-prefix=' '--prefix=/usr' '--exec-prefix=/usr' '--bindir=/usr/bin' '--sbindir=/usr/sbin' '--sysconfdir=/etc' '--datadir=/usr/share' '--includedir=/usr/include' '--libdir=/usr/lib' '--libexecdir=/usr/libexec' '--localstatedir=/var' '--sharedstatedir=/usr/com' '--mandir=/usr/share/man' '--infodir=/usr/share/info' '--cache-file=../config.cache' '--with-config-file-path=/etc' '--with-config-file-scan-dir=/etc/php.d' '--enable-force-cgi-redirect' '--disable-debug' '--enable-pic' '--disable-rpath' '--enable-inline-optimization' '--with-bz2' '--with-db4=/usr' '--with-curl' '--with-exec-dir=/usr/bin' '--with-freetype-dir=/usr' '--with-png-dir=/usr' '--with-gd=shared' '--enable-gd-native-ttf' '--without-gdbm' '--with-gettext' '--with-ncurses=shared' '--with-gmp' '--with-iconv' '--with-jpeg-dir=/usr' '--with-openssl' '--with-png' '--with-pspell' '--with-xml' '--with-expat-dir=/usr' '--with-dom=shared,/usr' '--with-dom-xslt=/usr' '--with-dom-exslt=/usr' '--with-xmlrpc=shared' '--with-pcre-regex=/usr' '--with-zlib' '--with-layout=GNU' '--enable-bcmath' '--enable-exif' '--enable-ftp' '--enable-magic-quotes' '--enable-sockets' '--enable-sysvsem' '--enable-sysvshm' '--enable-track-vars' '--enable-trans-sid' '--enable-yp' '--enable-wddx' '--with-pear=/usr/share/pear' '--with-imap=shared' '--with-imap-ssl' '--with-kerberos' '--with-ldap=shared' '--with-mysql=shared,/usr' '--with-pgsql=shared' '--with-snmp=shared,/usr' '--with-snmp=shared' '--enable-ucd-snmp-hack' '--with-unixODBC=shared,/usr' '--enable-memory-limit' '--enable-shmop' '--enable-calendar' '--enable-dbx' '--enable-dio' '--enable-mbstring=shared' '--enable-mbstr-enc-trans' '--enable-mbregex' '--with-mime-magic=/usr/share/file/magic.mime' '--with-apxs2=/usr/sbin/apxs'

[kbrill]

When do the blank screens happen?
Are they repeatable?
Does it ever go blank screen and then later work?

[rlbyrd]

As with the other issues of this ilk reported on the forum, the timeline goes like this, consistently:

1. Adding Opportunities works fine.
2. Adding Opportunities quits working--blank screen.
3. My Account --> reset to default prefs
4. Go to #1

r

[rlbyrd]

Similar problem reported here:

http://www.sugarcrm.com/forums/showthread.php?t=12322

There are a couple of others as well, one of which was repaired by a PHP upgrade (http://www.sugarcrm.com/forums/showthread.php?t=11753) --but a staff member never replied to the thread. THe only poster was the guy who posted the problem. No "why".

[kbrill]

As with the other issues of this ilk reported on the forum, the timeline goes like this, consistently:

1. Adding Opportunities works fine.
2. Adding Opportunities quits working--blank screen.
3. My Account --> reset to default prefs
4. Go to #1

r

OK, get you machine to fail then post the contents of your user record in the users table, just the user_preferences if you want. It would also be interesting to see the contents before the error.

[kbrill]

OK, get you machine to fail then post the contents of your user record in the users table, just the user_preferences if you want. It would also be interesting to see the contents before the error.

also wht do you have your logging level set to?

[rlbyrd]

I shall do so, but no modifications have been made other than the basic user level information (name, email address)

[rlbyrd]

FWIW: When add an Opp stops working and I use the My Account/Reset to default to get it going again, it works throughout the session. However, by following the steps below I can reproduce it every time.

1. Log in. Add Opp working.
2. My Account/Edit/Save. (don't change anything, just save it again with the same data)
3. Opportunities/Add Opp. Still works.
4. Log out. Log back in.
5. Opportunities/Add opp. Blank page.



Working:

"411e073e-9c74-644b-b957-44c6366d687e" "rbyrd" "rbKpTvDElvb82" "d8df8a1de4042e76f2afcf20db4c221f" "Richard" "Byrd" \N "on" "1" \N "2006-07-25 15:18:47" "2006-07-27 04:16:21" "411e073e-9c74-644b-b957-44c6366d687e" "1" "Senior Systems Engineer" "Exec" \N \N \N \N \N "rbyrd@techoperations.net" \N "Active" \N \N \N \N \N "YTo5OntzOjExOiJyZW1vdmVfdGFicyI7YTowOnt9czo4OiJ0a W1lem9uZSI7czoxNToiQW1lcmljYS9DaGljYWdvIjtzOjI6InV 0IjtpOjE7czoxOToiSG9tZV9FTUFJTF9PUkRFUl9CWSI7czoyO DoiZGF0ZV9zZW50LCBkYXRlX2VudGVyZWQgREVTQyI7czoxODo iSG9tZV9DQVNFX09SREVSX0JZIjtzOjEyOiJwcmlvcml0eSBhc 2MiO3M6MTg6IkhvbWVfVEFTS19PUkRFUl9CWSI7czoyMjoiZGF 0ZV9kdWUscHJpb3JpdHkgZGVzYyI7czoxMjoidXNlclByaXZHd WlkIjtzOjM2OiJlMzhiYWRiOS1hNGZmLWM1ZmUtZGE5Ny00NGM 4M2VlM2RiM2QiO3M6MjY6IkhvbWVfUFJPSkVDVF9UQVNLX09SR EVSX0JZIjtzOjIyOiJkYXRlX2R1ZSxwcmlvcml0eSBkZXNjIjt zOjM0OiJPcHBvcnR1bml0aWVzX09QUE9SVFVOSVRZX09SREVSX 0JZIjtzOjQ6Im5hbWUiO30=" "0" "0" "Active" "babbage64" "Yahoo!" "0"



Broken:

"411e073e-9c74-644b-b957-44c6366d687e" "rbyrd" "rbKpTvDElvb82" "d8df8a1de4042e76f2afcf20db4c221f" "Richard" "Byrd" \N "on" "1" \N "2006-07-25 15:18:47" "2006-07-27 04:13:10" "411e073e-9c74-644b-b957-44c6366d687e" "1" "Senior Systems Engineer" "Exec" \N \N \N \N \N "rbyrd@techoperations.net" \N "Active" \N \N \N \N \N "YTozNTp7czoxMToicmVtb3ZlX3RhYnMiO2E6MDp7fXM6ODoid GltZXpvbmUiO3M6MTU6IkFtZXJpY2EvQ2hpY2FnbyI7czoyOiJ 1dCI7aToxO3M6MTk6IkhvbWVfRU1BSUxfT1JERVJfQlkiO3M6M jg6ImRhdGVfc2VudCwgZGF0ZV9lbnRlcmVkIERFU0MiO3M6MTg 6IkhvbWVfQ0FTRV9PUkRFUl9CWSI7czoxMjoicHJpb3JpdHkgY XNjIjtzOjE4OiJIb21lX1RBU0tfT1JERVJfQlkiO3M6MjI6ImR hdGVfZHVlLHByaW9yaXR5IGRlc2MiO3M6MTI6InVzZXJQcml2R 3VpZCI7czozNjoiNjY3MWQzNmItOTgxNS1hOWQwLWEzZTMtNDR jODFmNjVhMmE2IjtzOjI2OiJIb21lX1BST0pFQ1RfVEFTS19PU kRFUl9CWSI7czoyMjoiZGF0ZV9kdWUscHJpb3JpdHkgZGVzYyI 7czozNDoiT3Bwb3J0dW5pdGllc19PUFBPUlRVTklUWV9PUkRFU l9CWSI7czo0OiJuYW1lIjtzOjg6ImdyaWRsaW5lIjtzOjM6Im9 mZiI7czoxMjoibWFpbG1lcmdlX29uIjtzOjM6Im9mZiI7czo4O iJtYXhfdGFicyI7czoyOiIxMiI7czoxMjoiZGlzcGxheV90YWJ zIjthOjExOntpOjA7czo0OiJIb21lIjtpOjE7czo5OiJEYXNoY m9hcmQiO2k6MjtzOjU6IkNhc2VzIjtpOjM7czo3OiJpRnJhbWV zIjtpOjQ7czo4OiJDb250YWN0cyI7aTo1O3M6ODoiQWNjb3Vud HMiO2k6NjtzOjEzOiJPcHBvcnR1bml0aWVzIjtpOjc7czoxMDo iQWN0aXZpdGllcyI7aTo4O3M6ODoiQ2FsZW5kYXIiO2k6OTtzO jY6IkVtYWlscyI7aToxMDtzOjc6IlByb2plY3QiO31zOjk6Imh pZGVfdGFicyI7YTowOnt9czo4OiJjdXJyZW5jeSI7czozOiItO TkiO3M6MTE6Im51bV9ncnBfc2VwIjtzOjE6IiwiO3M6NzoiZGV jX3NlcCI7czoxOiIuIjtzOjU6ImRhdGVmIjtzOjU6IlktbS1kI jtzOjU6InRpbWVmIjtzOjM6Ikg6aSI7czoxMzoibWFpbF9mcm9 tbmFtZSI7czowOiIiO3M6MTY6Im1haWxfZnJvbWFkZHJlc3MiO 3M6MDoiIjtzOjEzOiJtYWlsX3NlbmR0eXBlIjtzOjg6InNlbmR tYWlsIjtzOjE1OiJtYWlsX3NtdHBzZXJ2ZXIiO3M6MDoiIjtzO jEzOiJtYWlsX3NtdHBwb3J0IjtzOjI6IjI1IjtzOjEzOiJtYWl sX3NtdHB1c2VyIjtzOjA6IiI7czoxMzoibWFpbF9zbXRwcGFzc yI7czowOiIiO3M6MTc6Im1haWxfc210cGF1dGhfcmVxIjtzOjA 6IiI7czoxNzoic2lnbmF0dXJlX2RlZmF1bHQiO3M6MDoiIjtzO jE3OiJzaWduYXR1cmVfcHJlcGVuZCI7czowOiIiO3M6MTU6ImV tYWlsX2xpbmtfdHlwZSI7czowOiIiO3M6MTc6ImVtYWlsX3Nob 3dfY291bnRzIjtpOjA7czoxOToiZW1haWxfZWRpdG9yX29wdGl vbiI7czowOiIiO3M6MjA6ImNhbGVuZGFyX3B1Ymxpc2hfa2V5I jtzOjA6IiI7czoyNDoiQWN0aXZpdGllc19DQUxMX09SREVSX0J ZIjtzOjEwOiJkYXRlX3N0YXJ0IjtzOjk6Imxhc3RUaGVtZSI7c zo1OiJTdWdhciI7fQ==" "0" "0" "Active" "babbage64" "Yahoo!" "0"

[rlbyrd]

(PS: That column that went from ~200 bytes to over 550 bytes is "user_preferences")

[kbrill]

So your user prefs went from

Array
(
    [remove_tabs] => Array
        (
        )

    [timezone] => America/Chicago
    [ut] => 1
    [Home_EMAIL_ORDER_BY] => date_sent, date_entered DESC
    [Home_CASE_ORDER_BY] => priority asc
    [Home_TASK_ORDER_BY] => date_due,priority desc
    [userPrivGuid] => e38badb9-a4ff-c5fe-da97-44c83ee3db3d
    [Home_PROJECT_TASK_ORDER_BY] => date_due,priority desc
    [Opportunities_OPPORTUNITY_ORDER_BY] => name
)

to

Array
(
    [remove_tabs] => Array
        (
        )

    [timezone] => America/Chicago
    [ut] => 1
    [Home_EMAIL_ORDER_BY] => date_sent, date_entered DESC
    [Home_CASE_ORDER_BY] => priority asc
    [Home_TASK_ORDER_BY] => date_due,priority desc
    [userPrivGuid] => 6671d36b-9815-a9d0-a3e3-44c81f65a2a6
    [Home_PROJECT_TASK_ORDER_BY] => date_due,priority desc
    [Opportunities_OPPORTUNITY_ORDER_BY] => name
    [gridline] => off
    [mailmerge_on] => off
    [max_tabs] => 12
    [display_tabs] => Array
        (
            [0] => Home
            [1] => Dashboard
            [2] => Cases
            [3] => iFrames
            [4] => Contacts
            [5] => Accounts
            [6] => Opportunities
            [7] => Activities
            [8] => Calendar
            [9] => Emails
            [10] => Project
        )

    [hide_tabs] => Array
        (
        )

    [currency] => -99
    [num_grp_sep] => ,
    [dec_sep] => .
    [datef] => Y-m-d
    [timef] => H:i
    [mail_fromname] => 
    [mail_fromaddress] => 
    [mail_sendtype] => sendmail
    [mail_smtpserver] => 
    [mail_smtpport] => 25
    [mail_smtpuser] => 
    [mail_smtppass] => 
    [mail_smtpauth_req] => 
    [signature_default] => 
    [signature_prepend] => 
    [email_link_type] => 
    [email_show_counts] => 0
    [email_editor_option] => 
    [calendar_publish_key] => 
    [Activities_CALL_ORDER_BY] => date_start
    [lastTheme] => Sugar
)

I don't see anything wrong with that at first glance, maybe one of the sugar guys can look at it and let me know. I'll look and see if there is anything else reset by the 'reset user prefs' function. The only thing I do see is that your "[userPrivGuid]" changed but I don't know yet what that is. I'll see if I can find out what it does.

What is your logging level set to. If it is not set to debug then set it to debug and cause the error again and send me the log that results.