HTTP 500

dougdavis22

Since upgrading to 1.17 and PHP 8.0, agents keep getting HTTP error 500 when doing things like post reply or creating a new ticket (example below is for tickets.php?a=open):

Any ideas please? Stuff still works in the background (so tickets get created/updated OK) but something is going on.

dougdavis22

An update to this - the 500 error only happens when an email needs to be sent. If you choose not to email, then no error occurs.

KevinTheJedi

dougdavis22

500 error is typically indicative of a fatal error which should be logged in one of your log files like PHP error logs, Apache/NGINX/IIS error logs, etc.

Cheers.

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

dougdavis22

Server Information
osTicket Version v1.17 (1d8b790) — Up to date
Web Server Software Apache
MySQL Version 5.7.40
PHP Version 8.0.24
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone UTC
Database Information and Usage
Schema cccbr_osticket (localhost)
Schema Signature 83a22ba22b1a6a624fcb1da03882ac1b
Space Used 448.18 MiB
Space for Attachments 220.27 MiB
Timezone UTC

Installed Language Packs
English - US (English)
en_US — include/i18n/en_US

dougdavis22

And this is what I get in the error_log when the 500 occurs:

[Sat Oct 22 13:29:29.491808 2022] [autoindex:error] [pid 29373] [client 198.235.24.136:65338] AH01276: Cannot serve directory /home/cccbr/public_html/lists/: No matching DirectoryIndex (index.php,index.php5,index.php4,index.php3,index.perl,index.pl,index.plx,index.ppl,index.cgi,index.jsp,index.jp,index.phtml,index.shtml,index.xhtml,index.html,index.htm,index.wml,Default.html,Default.htm,default.html,default.htm,home.html,home.htm,index.js) found, and server-generated directory index forbidden by Options directive
[Sat Oct 22 13:29:29.492276 2022] [core:error] [pid 29373] [client 198.235.24.136:65338] AH00124: Request exceeded the limit of 10 internal redirects due to probable configuration error. Use 'LimitInternalRecursion' to increase the limit if necessary. Use 'LogLevel debug' to get a backtrace.
[Sat Oct 22 13:29:48.599070 2022] [ssl:error] [pid 29377] (70007)The timeout specified has expired: [client 207.154.248.39:41528] AH01977: failed reading line from OCSP server
[Sat Oct 22 13:29:48.599116 2022] [ssl:error] [pid 29377] [client 207.154.248.39:41528] AH01980: bad response from OCSP server: (none)
[Sat Oct 22 13:29:48.599193 2022] [ssl:error] [pid 29377] AH01941: stapling_renew_response: responder error

dougdavis22

And this is also being thrown in another error_log file:

[22-Oct-2022 13:39:17 UTC] PHP Fatal error: Uncaught Error: Call to undefined function Laminas\Mail\Header\iconv_mime_decode() in /home/cccbr/public_html/osTicket/include/laminas-mail/src/Header/HeaderWrap.php:112
Stack trace:
#0 /home/cccbr/public_html/osTicket/include/laminas-mail/src/Header/Date.php(24): Laminas\Mail\Header\HeaderWrap::mimeDecodeValue('Sat, 22 Oct 202...')
#1 /home/cccbr/public_html/osTicket/include/laminas-mail/src/Message.php(102): Laminas\Mail\Header\Date::fromString('Date: Sat, 22 O...')
#2 /home/cccbr/public_html/osTicket/include/laminas-mail/src/Message.php(474): Laminas\Mail\Message->getHeaders()
#3 /home/cccbr/public_html/osTicket/include/laminas-mail/src/Message.php(117): Laminas\Mail\Message->clearHeaderByName('from')
#4 /home/cccbr/public_html/osTicket/include/class.mail.php(131): Laminas\Mail\Message->setFrom('dovetickets@ccc...', 'DoveTickets')
#5 /home/cccbr/public_html/osTicket/include/class.mailer.php(345): osTicket\Mail\Message->setFrom('dovetickets@ccc...', 'DoveTickets')
#6 /home/cccbr/public_html/osTicket/include/class.email.php(235): osTicket\Mail\Mailer->send(Object(MailingList), 'Re: Test ticket...', ' <p>Test</p><em...', Array, Array)
#7 /home/cccbr/public_html/osTicket/include/class.ticket.php(3455): Email->send(Object(MailingList), 'Re: Test ticket...', ' <p>Test</p><em...', Object(InstrumentedList), Array)
#8 /home/cccbr/public_html/osTicket/scp/tickets.php(220): Ticket->postReply(Array, Array, 13)
#9 {main}
thrown in /home/cccbr/public_html/osTicket/include/laminas-mail/src/Header/HeaderWrap.php on line 112

KevinTheJedi

dougdavis22

That method is a built-in PHP method:

https://www.php.net/manual/en/function.iconv-mime-decode.php

If that’s “not found” then you have deeper issues with your PHP installation. Contact your host or systems administrator for further assistance.

Cheers.

dougdavis22

KevinTheJedi

Good spot - the iconv extension was not installed for PHP 8.x by default, installing it solves the problem. Thank you!

ntozier

For anyone else seeing this thread there are a couple ways to do this.

If you compiled PHP from source you might be able to just enable extension=iconv.so in your php.ini file.
If you are running PHP under windows you can enable extension=iconv.dll.

You could also install the extension via command line on linux
apt-get install php-iconv

note: depending on the distro and version of php you have installed you might need to do something like
apt-get install php8-iconv

@KevinTheJedi can we get this extension listed on the installer and requirements page?

KevinTheJedi

ntozier

I will look into it for sure.

Cheers.