Gateway Timeout / Missing fields

JeroenNL22

I updated OSticket from 1.9.x to 1.15.6.

Since then I have problems with opening tickets. I get different message in the error.log
Some tickets (mostly old ticket) open without any problems and instant. Some are opening but are missing the Ticket Thread Feed. Only the upper part of the page is loaded. The tabs "Ticket Thread" and "Tasks" are missing on those pages.

AH01071: Got error 'PHP message: PHP Fatal error: Allowed memory size of 536870912 bytes exhausted

PHP Fatal error: Maximum execution time of 120 seconds exceeded

I think the above values must be enough to run without any problems. The old installation was running on 128MB without any problems. I got OSticket running on DEBUG level but i don't see any issues with loading files/scripts or something that can explain this behavior.

After the update I had to perform the action mentioned in: https://forum.osticket.com/d/99689-resolved-db-error-1054-when-searching-for-user to even get the ticket view back working again.

Who can help me with getting these answers?

Regards,

Jeroen

JeroenNL22

During the update I had to perform the action mentioned in: https://forum.osticket.com/d/99689-resolved-db-error-1054-when-searching-for-user to get everything working again.

So that part solved some issues. But some new came with it.

KevinTheJedi

JeroenNL22

Please check all logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors. I can’t imagine what’s causing the timeout without knowing more.

Cheers.

JeroenNL22

These are all the log messages that I can find:

Apache2 error log:
**[Tue Mar 15 09:02:33.817212 2022] [proxy_fcgi:error] [pid 1134052:tid 139645375452928] [client 192.168.120.1:35242] AH01071: Got error 'PHP message: PHP Fatal error: Maximum execution time of 120 seconds exceeded in /var/www/clients/client1/web2/web/include/class.schedule.php on line 855'

[Tue Mar 15 09:03:04.922278 2022] [proxy_fcgi:error] [pid 1134052:tid 139645241235200] [client 192.168.120.1:35282] AH01071: Got error 'PHP message: PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 20480 bytes) in /var/www/clients/client1/web2/web/include/class.schedule.php on line 999'**

Nothing in the system log of osTicket:

MySQL:
No error messages

PHP Version:
PHP 7.4.28 (cli) (built: Feb 17 2022 16:06:35) ( NTS )
Copyright (c) The PHP Group
Zend Engine v3.4.0, Copyright (c) Zend Technologies
with Zend OPcache v7.4.28, Copyright (c), by Zend Technologies

osTicket Installation information:

PHP 7.4 log:
No error messages

Is there a kind of debug mode that can be activated so I can see what osTicket is trying to load.

KevinTheJedi

JeroenNL22

You can enable MySQL's slow query log to see if it's a long running query. Please refer to their documentation for more information.

Cheers.

JeroenNL22

Also no messages in the Slow query log. I tried a test query to confirm that the log works so I know for sure that I did the configuration correct (new for me 😉).

I even thought that there would be a IPv6 problem with resolving names on those specific pages. But even with that problem solved the issue is still there.

KevinTheJedi

JeroenNL22

Well, you’ll just have to debug the server and see what processes are using a ton of memory/cpu and follow the rabbit hole.

Cheers.

JeroenNL22

I did find a work around to fix the loading issue:

Editing the URL with: &a=edit then press save. Then the ticket opens without any problem after the change.

Example: https://url-of-website/scp/tickets.php?id=1559
Changed url: https://url-of-website/scp/tickets.php?id=1559&a=edit

What I noticed and still working on is that all images are broken that are in the attachments folder.

My time for this day is over. I will try to figure out what changed after the save action.