CRM Log in & save issues

[paul-b]

Hi,

For some reason when i log in to my CRM now it takes me to the home/dashboard page, but this page is overlayed with yet another log in box, even though i am quite clearly logged in. From there on it gets worse

I have attached a slideshow to more easlly show what is happening, as follows:

SugarCRM-Login+SaveIssues.zip

Slide 1 shows what i am getting after logging in. The home/dashboard page, overlayered with another login box
Slide 2 shows how i am returned to main login if i try to navigate away from the previous page. For instance, by clicking on Accounts.
Slide 3 Having logged in again, i am now returned to the accounts page.
Slide 4. Having clicked on Create Account, i am returned to main login again
Slide 5 I login again & am retuned to to create account information page
Slide 6. Account information is duly filled in & i then click on Save...................
Slide 7. If i have entered an email address, this is where it now refuses to save the information, so i remove the email information & click on Save again.................
Slide 8. I now find myself returned to the main login page again..........

And so it goes on............ every step I try to take results in me being taken back to the main login & anything i try to save, isn't saved.

Sorry if this is a rather long posting, but I am hoping by using powerpoint I am giving a clearer idea of the issues.

So, can anyone suggest anything I can do to get my CRM back functioning again?

[Angel]

The behavior you describe is likely the result of a problem with your PHP sessions, as in, PHP cannot create/read the session files.

Check the session.save_path setting in your PHP.INI file, then verify that the path the setting indicates is fully accessible to the user under which your web server is running (e.g. apache, IUSR_)

[paul-b]

Angel,

Many thanks for responding & I just wish I understood the actions you describe as being needed to put things right. I'm afraid that I am a total newbie, so have no understanding of PHP. I will, however, try to investiagte via my cpanel to see if i can find anything that matches up with the information you have given. Failing that, I guess I am going to have to consider a total new install again.

Meantime, if anyone has any other suggestions, please throw them into the ring, as I'd rather not reinstall again; the last time i did that I lost all my data & had to start over again!


Cheers.

[Angel]

A new install is unlikely to correct your problems.

This is very likely due to a problem with the PHP configuration, as previously mentioned. A new install will very likely inherit the same configuration, thus, the same problem.

Try contacting your hosting provider to see if they will help you. If not, you should consider hiring an experienced Sugar tech to give you some hands on assistance.

[paul-b]

Hi, well a week on, I am no nearer getting things sorted. I have taken it up with my web host & had no support at all from them, so it looks like it's all down to me to sort it.

I have now, however, got access to cpanel, so i can now access my files. On that basis, where do I find the PHP.INI file? I have searched everywhere using file manager & legacy file manager & can find no trace, yet i know it's there somewhere, as i do recall having to access it before.


Cheers.

[Angel]

It is unlikely that you have direct access to it.

Most often, shared host environments only allow you access to it via cpanel or provided administration tool.

[paul-b]

Hi Angel,

I do now have access to my sugar files via CPanel, which has a file manager option, Legacy File Manager & PHP Configuration tool, amongst others. On that basis, shouldn't i now be able to access the PHP.INI file, etc?


Cheers.

[Angel]

Not necessarily. Most shared hosting providers only give you indirect access or limited access to the PHP.INI file.

Your provider should be able to tell you whether it is or isn't possible to edit it.