File not found error after migration to new server.

fl0rent

osTicket v1.11 (d4e240b) — A jour
MySQL 10.3.34
PHP 7.4.27

Hello everybody.

I just migrated osticket to a new server.

Everything seems to work except the creation of new ticket.
I get a blank page "File not found".

When I reply to tickets that already exist no problems.
When people reply to tickets that already exist no problems.
When I modify existing tickets, no problem

I put back the SMTP settings.
I changed my computer.

I don't see where to check? (permissions...)

KevinTheJedi

fl0rent

Sounds like the server has some issues. I’d look at the logs on the server to see if there are any related errors. If you are using a shared host then maybe they have some weird security policies blocking some of the requests.

Also, you are using a version that is extremely old and outdated and vulnerable to serious security vulnerabilities. It’s highly recommended that you upgrade ASAP.

Cheers.

KevinTheJedi

fl0rent

Also, are you using Apache or NGINX?

Cheers.

fl0rent

APACHE

Thanks for your answer.
I update to v1.15.6
the problem is still here

Moreover to go further in my problem, the creation is carried out, it is only the page of confirmation (thank-you) which is not displayed. I tried to recreate it and it's the same thing.

In the log I can see this message :
IOException: Unable to read resource content
(root)/PJ/3/3iVl-IFbbm7xgnnE3vHFIRhD31HfkiHs: Unable to read from file

for me this file doesn't on the new and old hosting

the error is maybe on the Attachments on the filesystem plugin

KevinTheJedi

@fl0rent

So that's literally saying the file does not exist or the system is not able to read it (permissions/ownership issues). Try to find that file and if it's not there then you will need to find where it's referenced and remove it.

Cheers.

fl0rent

yes, it seems that the file does not exist.
I have many other errors.

I don't really see where to find this.

I tried to search in Phpmyadmin, I would have said in ost_sav_attachment

I see in my PHP my log this :
[07/Mar/2022:00:34:19 +0100] "GET /?lang=en_US?lang=fr?lang=en-US?lang=en-US?lang=en-US?lang=en-US?lang=fr?lang=fr?lang=fr?lang=fr?lang=en-US?lang=en-US?lang=fr?lang=fr?lang=fr?lang=fr?lang=fr?lang=en-US?lang=fr?lang=en-US?lang=en-US?lang=en-US HTTP/1.1" 200 7258 "-" "Mozilla/5.0 (compatible; YandexBot/3.0; +http://yandex.com/bots)"

it does not seem normal to me, but above all, I have disabled the French language

fl0rent

I find a lot of lines in the database ost_sav_file
normally with the plugin Storage::Attachments on the Filesystem, I should not find them there, right?

KevinTheJedi

@fl0rent

It depends. Some files could’ve been added before the plugin was installed. Or maybe the plugin was disabled temporarily at some point. Regardless, focus on finding the files on the file system to ensure they actually exist.

Cheers.

ntozier

Also just because the plugin was installed, does not mean that whoever installed it migrated the files out of the DB to the filesystem, or vice versa.

fl0rent

Thanks for your answers!

in fact if I compare the error I receive by mail with the database ost_sav_file, I find the file.

Could the problem come from its presence or not in the FTP folder?

or does it come from the database?

KevinTheJedi

fl0rent

The F stands for Filesystem. So this file should be stored on the filesystem. You will need to search on the filesystem for a file with the name of IFbbm7xgnnE3vHF....

Cheers.

fl0rent

KevinTheJedi

Thank you very much, the answer helped me a lot.

I searched on my old host and the new one, and I have no idea where the image went... 😅

However, thanks to your answer, I was able to see the name of the image and know that I was using it in the signatures of my emails, so I went to modify my templates and now I don't have this error when creating a ticket!

So thank you very much!

One last question if I get errors that tell me a file is in my database but not in the filesystem. If I delete the line in the database, does that fix the problem?

KevinTheJedi

@fl0rent

You must delete the desired ost_file record and any associated ost_attachment records. Also, if it’s an image and used inline you’ll have to edit the relevant thread entry, faq body, email template body, etc. to remove the <img> tag referencing it.

Cheers.