Support Center

Common issues and errors

Common issues and errors

Last Updated: Oct 07, 2015 08:34AM EDT

Having an issue with Koken? Check out the tips below.

Permission errors

If Koken’s installer doesn’t work, use your FTP client to assign 777 as the uploaded /koken folder’s permissions. Then run the installer in your browser again.

If your console has been setup but you're seeing errors when downloading a theme update, also use your FTP client and assign 777 permissions to /koken/storage/themes plus all directories inside. Then try running the theme update again.

Cannot contact install.koken.me

Koken's installer downloads the necessary files from install.koken.me. If you see an error message indicating that Koken cannot contact install.koken.me, you will need to contact your host and see if they are blocking external connections. If so, have them whitelist the install.koken.me domain so that Koken can download the installation files.

API error caused by blocked loopback connections

If when using Site you see an API error concerning themes, chances are your host is blocking loopback connections. To resolve, contact your web hosting provider and request they enable loopback connections for your domain. After that's been enabled try using Site again.

Raising memory limit

PHP has a configurable memory limit to control memory allocation. Set too low and Koken may not function to its fullest potential. We recommend at least 64mb. You may check your server’s current PHP memory limit in the Koken console by clicking Settings in the main navigation then “System” in the left column.

Here are a couple of ways you may raise this memory limit yourself.

Edit user_setup.php

In Koken’s storage/configuration folder is a file named user_setup.php. Add the following line to it, and set the number to the value you want.

ini_set('memory_limit', '64M');

Edit .htaccess

If editing user_setup.php doesn’t work, try adding the following to /koken/.htaccess:

php_value memory_limit 64M

Contact your web host

If neither of the above options work please contact your web hosting provider to request they raise it for you.

Raising upload file size limit

The Library's uploader works around server limits on uploaded file sizes by chunking large images into smaller bytes. This works around any file size limits imposed by your server's PHP configuration, but does require you to be using a relatively recent web browser. If you need to raise your server's PHP upload limit, we recommend setting it to at least 10mb. You may check your server’s current PHP file size limit in the Koken console by clicking Settings in the main navigation then “System” in the left column.

Here are some ways to edit this limit.

Contact your web host

The easiest way to resolve this is to contact your web hosting provider and request they raise your file size limit.

Edit php.ini

If you access to php.ini on your server you would adjust the following:

upload_max_filesize = 50M
post_max_size = 55M

post_max_size should always be a bit larger than upload_max_filesize, hence the discrepency above.

If you are using MediaTemple, read this help document for php.ini editing instructions.

Edit .htaccess

Some web hosting providers allow this to be edited via .htaccess. Try adding the following to /koken/.htaccess:

php_value upload_max_filesize 50M
php_value post_max_size 55M
support@koken.me
http://assets0.desk.com/
false
koken
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete