Hi,

Just installed the software. After pointing it to our bugzilla web page, it instantly found our existing bugzilla database, and grabbed all the different products, components, etc. The only problem is it's not displaying any bugs. Whether I query all bugs or drill down into one product, it still shows no bugs in the window.

When I run a query, I do see a progress bar and a count, which I assume are the bugs. But I can't make a single bug appear on the screen.

It's probably just pilot error - what am I doing wrong?

Thanks,
Fred

I'm having the exact same problem. I can even watch it download the several hundred bugs, but then it just says, "Query result is empty".

Hi Fred,

Sorry for the inconvenience and thank you for letting us know about this problem! To resolve it, first of all I need to know the version of your Bugzilla server and whether it is customized or localized. If it is customized, what kind of customization it is?

From what you say I get the feeling that Deskzilla loads html/xml pages with bugs, but is not able to parse it. So I need any clue about what could be wrong with them.

By the way, are you able to see bugs on any of the sample sites, that you can configure via "File - Connect to Bugzilla" menu?

Best regards,
Igor

Same problem with me. Deskzilla loads the product lists just fine, but any query will return 0 results. The first time I do a query I can even see it count up to 2000 (or whatever the total number of bugs in our bugzilla is) but then still the message 'query result is empty'.

afaik, the only customization of our bugzilla is that we are required to enter our username, not email address when logging in. But I'm not sure if that could be the cause, as the connection test passes, and all products load just fine.

We are using Bugzilla 2.16.7 over https.

Dear fred, sfpeter and Guest,

I have another idea... When setting up the connection to Bugzilla, did you specify the exact products that you'd like to work with. If yes - please try to do the same things without this option (uncheck the checkbox). If no -please let me know.

To check that bugs are loaded without the lengthy transfer of all bugs, you could select some sub-sub-query that will return less number of bugs.

Regards,
Igor

Our main Bugzilla page says we're running 2.16.4. When I installed it I did not specifiy the particular products - Deskzilla found and loaded them all automatically.

-Fred

Ok, it seems to be a very specific bug.

I will appreciate if you send me a zipped log files (the "log" directory with its contents under the deskzilla installation folder) to support@deskzilla.com, with "no bugs" tag in the subject line.

This may help in solving this problem. I apologize for the inconvenience this may cause, and thank you for cooperation!

Best regards,
Igor

Hi,

I'm having the same problem, just as described. Can you email me the solution as well?

I'm using the same Bugzilla version (2.16.4) and it's pretty much a stock site. It reads the products fine, it connects fine, but shows no query results, though it seems to be pulling down some data.

Thank you,
Mike Hermann

Take a look at this thread:

http://deskzilla.com/forum/viewtopic.php?t=51

It shows that if your bugzilla installation uses an email suffix, some things will break, including the default My Bugs query.

I would definately like to see the email suffix bug fixed. I could totally use this app, and would gladly pay for it. But it needs to work correctly with bugzilla installations which use an email suffix.

Sorry I meant this thread:

http://deskzilla.com/forum/viewtopic.php?t=49

Resolution if you have Bugzilla 2.16.4:

There's a bug in Bugzilla 2.16.4 that causes the reported problems: https://bugzilla.mozilla.org/show_bug.cgi?id=225474

Because of this bug xml.cgi wouldn't give any information. I'm afraid there's no workaround for Deskzilla in this case.

What can be done: either upgrade Bugzilla to the latest 2.16 patch (2.16.10), or take the lower impact option: manually patch Bugzilla to remove the problem. I've done this myself, it's pretty simple:

Open Bug.pm file in the Bugzilla install dir, find the line:

and replace it with the line:



If your Bugzilla version is not 2.16.4, then this solution does not apply. Please contact support at deskzilla.com in this case.

Best regards,
Igor

sfpeter: In your case it is Bugzilla 2.16.7, and it does not have the problem mentioned above. So, it is likely to be the problem caused by shortened account names. Thanks to the Guest who pointed to the discussion http://deskzilla.com/forum/viewtopic.php?t=49 , this may be exactly your case. If not - please let us know on support at deskzilla.com.

I'm having the same problem here. When I create a new connection, Deskzilla downloads and shows the bugs just fine. Then, after some time, the query result becomes empty. This happens quite often. The "View query in Browser" open Bugzilla with all queries showing there, however Deskzilla cannot see anything. However, when I execute the query I see Deskzilla getting the count of bugs and downloading them.

Deskzilla: 1.1 build 1493.26
Bugzilla: 2.20

This is a typical Bugzilla installation.

I've paid for the program and so far like it, but this particular problem makes the work very frustrating. Can this be fixed?

Hi Andrew,

Of course we'll do our best to fix your problem as quickly as possible. However, we need some additional info to diagnose the problem.

First, I've got a couple of questions:
1. When the problem happens, the query that you run is not synchronized, right? (I.e. it doesn't show the number of bugs)
2. Is the query that you run somehow connected with date fields (modification date / creation date)?

Also, could you please do the following experiment? It would be a great
help if you could run Deskzilla with debugging options and send us
log files. Please run deskzilla with the following logging options:

or


Please run deskzilla with these options and reproduce the problem - have Deskzilla download something and then show you nothing. If you
know a workaround for this problem, please reproduce the workaround also (or download bugs for another query that shows the results). After
that please exit Deskzilla and send to support@deskzilla.com zipped contents
of "log" sub-directory under Deskzilla installation directory.

Given that information, we'll try to figure out what's going on and fix the problem in the next patch.

I sincerely apologize for this incident and hope that with your help we'll have it fixed soon. We're releasing Deskzilla 1.1.1 next week, so it's possible to get a fix in that version.

Best regards,
Igor