• Windows + IIS
• Windows + Apache
• Unix/Linux + Apache
• Unix/Linux without shell access (setting permissions with FTP software)

Windows + IIS

Applies to Windows XP, 2003, 2008, and Vista with IIS6 or IIS7 installed.

During update

When you're asked to set write permissions during the update, we would recommend to set write and modify permissions to all KMP files. Don't be afraid about security. You will remove most of them after the update.

1. Right-click on the folder that contains all KMP files.
2. Select "Properties".
3. Click on the "Security" tab. If you do not see it, you probably do not have enough rights to change file permissions, so please contact your system administrator.
4. When you install IIS, it adds a user to the system which permissions define access level for web applications. By default it is Internet Guest Account (or IUSR_MACHINENAME, you can see that on the screenshot it is IUSR_IIS6 since the IIS6 is the server name). You need to grant Internet Guest Account with modify and write permissions.
   
   
   
   
5. After this you can proceed with the installation of KMP and finish it.
   

After updating

1. Open the security properties of the folder that contains all the KMP files once again.
   
2. Remove modify and write permissions from the Internet Guest Account.
3. Login to the KMP.
4. Go to Administration > General Settings > File Permissions.
5. You will see that KMP asks you to give it write permissions to several folders.
   
   
   
   
6. Open properties of each folder from this list and add write and modify permissions for Internet Guest Account.
   
   
   
   
7. Click "Recheck" to be sure that everything is set up correctly.
   

Windows + Apache

This example has been performed on Windows 7 + Apache. It works for other versions of Windows, but appearance of permission configuration windows may vary.

During update

Launch the Task Manager (you can use the Ctrl-Shift-Escape combination for that)

You can see that Apache runs under SYSTEM user (this user name may be different on your server). Open the security properties of the folder that contains all the KMP files and click the "Edit" button.

Add full permissions for the SYSTEM user and click OK

Click on the Advances button in the main folder preferences window:

Advanced Security Settings window will open. Click the "Change Permissions"

Set "Replace all child object permissions..." checkbox and click OK, and then close two remaining windows with OK.

After installation

After installation you need to remove write access from most KMP files.

1. Launch the Task Manager (you can use the Ctrl-Shift-Escape combination for that)
   
2. You can see that Apache runs under SYSTEM user (this user name may be different on your server). Open the security properties of the folder that contains all the KMP files and click the "Edit" button.
   
   
   
   
3. What you need to do is deny SYSTEM user write access to main KMP folder. This denial will be inherited by all child files and folders. Click on checkbox like shown on the next screenshot and click OK.
   
   
   
   
4. Login to the KMP.
5. Go to Administration > General Settings > File Permissions.
6. You will see that KMP asks you to give it write permissions to several folders.
   
   
   
   
7. Open security properties of a folder from this list, for example "attaches". Click "Advanced" and then "Change Permissions...".
   
   
   
   
   
8. Uncheck the "Include inheritable from this object's parent". You will get a confirmation window.
   
   
   
   
9. Click on the "Add" button to copy permissions from parents to this folder.
10. Remove the entry that denies write permission for the SYSTEM group.
    
    
    
    
11. Click OK in each dialogue window.
    
12. Perform 8-12 steps for each folder listed here:
    
    admin/attaches/
    admin/media_store/
    admin/systembackups/
    admin/tmp/
    admin/update_pool/
    hosts/hosted/
    
13. After that you can go  to Administration > General Settings > File Permissions and see that you need to remove write permissions from the hosts/hosted/.htaccess file. Remove them and click "Recheck" in KMP control panel, you will see that all permissions are set correctly.
    
    
    

Linux/UNIX

During update

1. Open shell session with the server where you've uploaded KMP.
2. Go to the folder that contains all KMP files.
3. Run the following command to grant KMP with write permissions to all necessary files.
   
   chmod -R 777 ./

After update

After update you can remove some write permissions that are not needed anymore: 

Unix/Linux without shell access (setting permissions with FTP software)

If you're setting permissions using your FTP software, note that most FTP clients allow setting permissions in a file properties window, which can be opened by right click on the file and choosing "Properties" or "Settings" item in pop-up menu. FTP clients usually use the same file permissions scheme as Linux/UNIX shell does.

During update

Good FTP software allows you to set permissions recursively, so that you'd just need to setup write permissions to the root KMP directory and ask it to apply to all sub-directories.

After update

Remove write permissions from all files and folders except the following.

Folders that require write permissions (chmod 755 or chmod 777):

• /admin/attaches
• /admin/media_store
• /admin/systembackups
• /admin/tmp
• /admin/update_pool
• /hosts/hosted

Files that require write permissions (chmod 644 or chmod 666):

• /admin/config.inc.php
• /index.php

The instructions below will help you find out if you have the latest version and if you need to extend Support & Maintenance subscription.

This picture shows that you have active support and can update KMP. Click the Update button to start and read the update instructions carefully.

These two pictures show that Support & Maintenance is expired and you cannot update the software right now. Though you have an old version (notice the difference between your version and the latest version) and can update it after extension of Support & Maintenance.

This is a picture of KMP of the latest version and active support. No need to update it (notice that the number of the latest version if not shown).

• current version of KMP
• current license (number of available Staff and Client user accounts)
• amount of remaining Support & Maintenance subscription
• number of available updates
• the latest version you can update to

You got several months of free Support & Maintenance period upon purchase. If your Support & Maintenance have been expired, you can extend it in order to be able to update KMP the latest version and get support service.

Support & Maintenance subscription includes:

• Minor and Major software updates
• Support by Phone, Email, Ticket System, Chat & Instant Messengers (Skype, ICQ etc.)
• Troubleshooting of any issue until it is resolved in full
• Installation and configuration assistance

This guide describes step-by-step how to extend Support & Maintenance.

• Purchasing S&M Extension
• Applying S&M Extension
• Troubleshooting
  

Purchasing S&M Extension

If you've forgotten your password, you can retrieve it by clicking on the "Forgotten Password" link and following a simple password retrieval guide.

You will see the My Account page after login. Here you can find your KMP license.

Click on the "Extend" link shown on the screenshot to proceed.

Select the desired amount of extension.

Then you can click on the "Upgrade Now" link for needed upgrade. 

You are in the shopping cart now. Review the items in your shopping cart and click "Proceed" now, and "Checkout" on the next screen.

After completion of the payment on 2Checkout, your account will be updated in your member area. Usually your KMP also gets automatically notified about extension of Support & Maintenance - you just need to logoff from the KMP control panel, and then login again. If it doesn't happen automatically, check the "Applying S&M Extension" section below.

Applying S&M Extension

Usually Support & Maintenance extension is being applied automatically.

If it didn't happen, first of all, you need to check if the "Updates" block is shown on the dashboard

Then you need to log off, and then login again to apply changes. Knowledgebase Manager Pro will connect to the update server and get the license upgrade.

Troubleshooting

You may get this message in the Updates module. If you got it for several days in a row, it means that KMP is unable to connect to the updates server due to some issues within your network.

Please go though this checklist to resolve this issue:

• Please try to get the updates again later and if this issue will still persist, check if this server is connected to the Internet and if firewall doesn't restrict outgoing connections via port 80 by HTTP protocol from this server.
• Also check that allow_url_fopen option is enabled in PHP settings. It is required to either have allow_url_fopen option enabled or cURL installed.
• Also check if zlib PHP library is installed (note that PHP 5.3+ for Windows has zlib library already built-in).
• Sometimes this issue happens if routing is not correctly configured within the local network, and KMP cannot resolve the web-site-scripts.com domain name in order to connect to the updates server. You can try to run this command via Command Prompt to check if this is the case:
  
  ping web-site-scripts.com
  If you will see the message that this host cannot be found or unreachable, you should contact your network admin to resolve this issue.
• If you're using a proxy server to connect to the internet, you can set the proxy up in KMP settings. If there is a proxy server in your network, you can also use it in KMP.

This guide describes step-by-step how to upgrade your KMP license.

• Purchasing Upgrade
• Applying Upgrade
• Troubleshooting
  

Purchasing Upgrade

If you've forgotten your password, you can retrieve it by clicking on the "Forgotten Password" link and following a simple guide.

You get to the My Account page after login. Here you can find your KMP license.

Click on the "Upgrade" link shown on the screenshot to proceed.

You can see that "Support & Maintenance Subscription" column shows you how much support period you will have after upgrade. You can add 12 or 24 months additionally on this step.

Then you can click on the "Upgrade Now" link for needed upgrade. 

You are in the shopping cart now. Review the items in your shopping cart and click "Proceed", and "Checkout" on the next screen.

After completion of the payment on 2Checkout, your account will be upgraded in your member area. Usually your KMP also gets automatically upgraded - you just need to logoff from the KMP control panel, and then login again. If upgrade doesn't apply automatically, check the "Applying Upgrade" section below.

Applying Upgrade

Usually license upgrades are being applied automatically.

If it haven't happened, first of all, you need to check if the "Updates" block is shown on the dashboard

Then you need to log off, and then login again to apply changes. Knowledgebase Manager Pro will connect to the update server and get the license upgrade.

Troubleshooting

Each version of KMP may include some major updates that can affect behavior and look of the application. Please check the subsequent update notices prior to updating. For example if you're upgrading from v5.3.1 to v6.0.2, you need to check update notices for v5.4, v6.0, v6.0.1, and v6.0.2.

To start updating log in to your KMP admin panel first.

You will see that the Updates module suggests you to update to the latest version. If you do not see this panel, it is probably turned off.

If you've got a message that says that update server is not available, you can troubleshoot this problem.

Please read carefully and follow the update instructions below in order to minimize possible issues during and after update.

When you've finished all preparations, click on the "Update to …" button.

Step 1 of 4: Update Information

First wizard page shows general information about the update. After you hit "Next", updater will download the latest update packages. It might take several minutes.

Step 2 of 4: Database Backup

This is your last chance to create a backup of your database before starting update process. There is a "Backup" button on this page, but we strongly recommend also backup the database as described above because this button makes only the database backup, but it doesn't back-up your attachments and images.

Step 3 of 4: File System Permissions   

On this step Update Wizard checks file system permissions and required modules. It will show you the list of files and directories that need write permissions. Usually there are many files that need write permissions, so it is better to setup permissions to all files at once recursively. This guide help with setting file permissions during and after update.

Press "Next" to start updating process. It might take several minutes.

Step 4 of 4: Update Results

If update has been successful, you will see this message.

You can click on the "Click here to view log" and scroll the log down - you should see the "Update successful." message at the bottom.

After successful update you must relogin in order to finish the update. Click the "Logout" link to log off.

You may need to go through the update process several times in a row to apply the latest updates (for instance, if you're updating from v6.0 to v6.0.2, you would need to go through the update wizard twice).

Post Update Actions

That's all and you are done with update!

Update file and folder access permissions.

Please press Ctrl-F5 (or Ctrl-R in Safari) in your browser after you login to KMP after update to make sure that your browser doesn't load old images and scripts from its cache.