Template Problems Troubleshooting - Kayako SupportSuite Help Desk Software

02 Sep 2010

Support Center » Knowledgebase » Template Problems Troubleshooting

	Template Problems Troubleshooting

Article 1. Flash software generates "Unexpected file format" error message when you try to open FLA file.

The reason is incompatibility of the FLA file format with your Flash software version.

Solution: Please verify which version is supported for your template referring to your template preview page on our website (i.e. www.flashmint.com) and upgrade your software if your version is incompatible.

2. When you publish an swf file of CMS or XML driven type template, an error message in the fashion of "Error opening URL "file:///C|/template/swf%26html/cgal.xml" is generated by Flash software.

The reason is that FLA file wasn't opened from swf&html folder where it can access all resources, namely cgal.xml file which provides map for gallery images location.

Solution: Please run the FLA file from swf&html (or equivalent if its name in your template package differs)

3. When you publish an swf file of dynamic gallery type template, an error message in the fashion of "Error opening URL "file:///C|/template/html%26swf/New%20Folder/pics/n1.jpg"

The reason is that FLA file wasn't opened from swf&html folder where it can access all resources, namely gallery image files.

Solution: Please run the FLA file from swf&html folder (or equivalent if its name in your template package differs)

4. Flash software generates "Missing font warning" message upon opening FLA file.

The reason is that the application cannot retrieve font(s) used in the FLA file.

Solution: Please install fonts provided with your template package in your Windows folder in "Fonts" subfolder and reopen FLA file.

5. When you edit FLA file you receive an error in the fashion of "The file C:\template\flash\1.jpg does not exist, unable to launch external editor" in the Flash program

Reason: You are trying to edit a flash bitmap element, which is impossible, since it's a graphical image embedded in flash

Solution: Please refer to "FLA" and "PSD" paragraphs in "Editing Your Template" article

6. Flash website doesn't load fully online.

The reason is that flash swf file cannot access all its resources to load completely.

Solution: Please make sure to upload all of your template online contents located in swf&html folder (or equivalent if its name in your template package differs)

7. Your flash website isn't centered in the browser window.

Solution:

1. Open your html file in Note pad
2. Locate <object classid= tag
3. Put tag <div align="center"> just before it
4. Locate </object> tag
5. Insert </div> tag right after it
6. Save the file

8. Gallery images do not load online in CMS template.

A common reason is incorrect permissions on /gallery directory and its contents as well as on cgal.xml file

Solution: Please set permissions on these items to 777 (full), clear your browser cache and reload the page.

9. CMS template admin panel is inaccessible, generating an error.

A common reason is lack of domxml (PHP4) or dom (PHP5) extension support on the hosting server.

Solution: Please verify with your web hosting support that domxml/dom extension is enabled.

10. When you access your CMS template admin panel you see a bulk of code instead of the interface.

Reason: PHP isn't supported on your hosting server

Solution: Please have your web hosting support install PHP on the server.

11. When you upload an image file through the CMS template admin panel inteface, the upload fails and an error message is generated.

Reason: Lack of GD extension support on the hosting server or incorrect permissions on cgal.xml file.

Solution: Please verify with your web hosting support that GD extension is enabled and that cgal.xml file permissions are 777.

12. When editing gallery using CMS 1 admin panel error messages are being thrown.

One of the reasons is incorrect permissions on files and folders.

Solution:

1.Add read/write permissions to file cgal.xml (chmod 777)
2.Add read/write permissions to gallery folder and its contents (chmod 777)

Another reason is peculiarities of PHP configuration on the hosting server.

Solution:

Please ensure that your server has:

1. php4/php5 support
2. domxml (PHP4) or dom (PHP5) and gd extensions enabled
3. domxml_new_doc and domxml_open_file functions enabled
4. php safe mode disabled
5. php mail function enabled

13. Modifications made to CMS v2 flash website through its admin panel are not reflected on the live site.

a) A common reason is incorrect permissions on files and folders.

Solution:

a. Set 777 Permissions
./data/*
./flash
./gallery/*
./images
./music
./templates_c
/rel.php
b. Execute installation script
./install.php
running it from http://yourdomain.com/install.php

* means the folder contents as well

If you miss any file or folder, after going back and setting its permissions you need to again run install.php script so the paths are updated.

b) Another reason is browser caching

Solution:

Clear your browser cache using Ctrl F5 key combination and reload the page.

14. You wish to change your website title displayed in the browser tab and upper bar.

Solution:

1. Open your index.html file in Note pad
2. Locate <title> tag
3. Insert the desired title right after it or replace the existing one with your own
4. Make sure it's immediately followed by </title> tag, if not, please insert this tag
5. Save the file

15. After uploading a CMS template you find out that the admin panel is not password protected.

Solution:

We do not implement password protection for our CMS templates admin panel interface (versions 1 & 2). This is server specific feature and to have it activated please contact your web hosting support.
Password protection of the admin panel at the moment is only implemented in CMS v3 templates. If you haven't received the admin panel default password, please contact Support.

16. In the CMS admin panel when you create hard treturns in text they're visible in the admin panel but not on the live site.

Solution:

Please use Shift+Enter key combination to create hard returns in text

17. After formatting text in CMS admin panel text editor and saving the edits, once you return to the editor, the text font size is huge and the characters are bunched up due to the size

Reason: You are using Internet Explorer browser. This is unfortunately a known issue

Solution: Please use different browser

If the solution suggested wasn't helpful or your problem is different from those listed, you're welcome to submit a ticket to Support at http://support.template-guide.com/index.php?_m=tickets&_a=submit and our Support personnel will assist you in your problem resolution.
Before you submit a ticket please familiarize yourself with the "Ticket Submission Guidelines" article

Article Details

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Created On:

03 Aug 2010 8:49 AM