Hello Mike,
Thank you for checking with us.
Yes, the database upgrade prompt is expected. The Archived Tickets feature was introduced in version 3.4.2, and it includes database-level changes. That is why you are seeing the upgrade notice when updating from 3.4.1 to 3.4.3.
The upgrade is legitimate and safe to perform. We recommend proceeding with the database upgrade to ensure full compatibility and proper functioning of the archived tickets feature. No issues are expected as part of this process.
Please feel free to go ahead with the upgrade, and let us know if you have any questions or run into any issues.
Best regards,
Milind
SupportCandy Support Team
OK, well I get this error:
‘WordPress database error Deadlock found when trying to get lock; try restarting transaction for query INSERT INTO wp_psmsc_archived_tickets SELECT * FROM wp_psmsc_tickets WHERE id = 1804 made by do_action_ref_array('wpsc_execute_scheduled_task'), WP_Hook->do_action, WP_Hook->apply_filters, WPSC_Task_Scheduler::execute_scheduled_task, WPSC_SC_Upgrade::archive_deleted_tickets, WPSC_Individual_Ticket::archive_ticket, WPSC_Archive_Ticket::set_archive_ticket‘
Is that anything to be concerned about?
There is no harm done as this is only a test site. I always test updates on a temporary site first.
@miliighe, I just wanted to make sure you are looking into the error I mentioned above. I don’t want to update until I know if this is a problem or not. Thanks!
Hello Mike,
Thank you for your patience and for providing that error log. It is very helpful.
The error “Deadlock found when trying to get lock” occurs when two processes try to access the same database row simultaneously. In this specific case, it appears that while the version 3.4.3 upgrade was initializing the new archiving structure, a background scheduled task (wpsc_execute_scheduled_task) was also attempting to archive a ticket (ID 1804).
When this happens, the database engine automatically stops one of the processes to prevent a conflict.
Is this a problem? No, it is not a cause for alarm.
Recommended Step: Keep using the old version on the live site until the next version is released. We are working on the issue and we will fix this issue in the next release.
Please let us know if the error persists!
Best regards,
SupportCandy Support Team
Thanks @miliighe. I will wait for the next version before doing an update.
I do have one final question. My live sites are currently running SC 3.4.1, Canned 3.1.0 and Piping 3.2.7. And I’m still running WordPress 6.8.3. The question is, will it be OK to update to WordPress 6.9 with those three SC versions, of do you think I should wait until the new SC version comes out and I update all the SC modules — before updating to WordPress 6.9?
Hello Mike,
Thank you for your patience while we worked on this.
Regarding your question about WordPress 6.9: Yes, it is perfectly safe to update. We have thoroughly tested SupportCandy and all its add-ons with WordPress 6.9, and everything is fully compatible.
Recommended Next Steps:
- Create a new staging/test site.
- Update SupportCandy to v3.4.4 and update your add-ons (Canned Responses and Email Piping) to their latest versions. There is no need for Database upgrade in the latest version.
- Once you’ve confirmed everything is running smoothly, you can safely update to WordPress 6.9 as well.
Please let us know if you run into any further questions during the update process!
