Cannot upgrade from 1.16.3 to 1.17.2

apavlik

Hello,
I'm unable to upgrade to the new version of osTicket. After I clicked on the upgrade button I got an error to check the log and contact support.
This is what was written in the log:
[/** * @version v1.17 * @signature e2b4e5cbb8b77e50a8f44bdcf09defc7 * @title Add plugin multi-instance support * */ ALTER TABLEost_pluginADDnotestext AFTERversion, ADD UNIQUE (install_path)] Duplicate entry 'plugins/storage-fs.phar' for key 'install_path'

and

DB Error #1054
[SELECT A1.* FROMost_email_accountA1 WHERE A1.type= 'smtp' AND A1.type= 'smtp' AND A1.email_id= 2] Unknown column 'A1.type' in 'where clause' ---- Vzetí zpět ---- #0 (root)/include/mysqli.php(207): osTicket->logDBError() #1 (root)/include/class.orm.php(3482): db_query() #2 (root)/include/class.orm.php(3529): MySqlExecutor->execute() #3 (root)/include/class.orm.php(2010): MySqlExecutor->getArray() #4 (root)/include/class.orm.php(2054): ModelInstanceManager->{closure}() #5 (root)/include/class.orm.php(2033): CallbackSimpleIterator->next() #6 (root)/include/class.orm.php(2042): CallbackSimpleIterator->rewind() #7 (root)/include/class.orm.php(1713): CallbackSimpleIterator->valid() #8 (root)/include/class.orm.php(1723): CachedResultSet->fillTo() #9 (root)/include/class.orm.php(1337): CachedResultSet->asArray() #10 (root)/include/class.orm.php(1360): QuerySet->all() #11 (root)/include/class.orm.php(606): QuerySet->one() #12 (root)/include/class.orm.php(381): VerySimpleModel::lookup() #13 (root)/include/class.orm.php(417): VerySimpleModel->get() #14 (root)/include/class.email.php(210): VerySimpleModel->__get() #15 (root)/include/class.mailer.php(35): Email->getSmtpAccount() #16 (root)/include/class.email.php(231): osTicket\Mail\Mailer->__construct() #17 (root)/include/class.email.php(245): Email->send() #18 (root)/include/class.upgrader.php(204): Email->sendAlert() #19 (root)/include/class.setup.php(115): StreamUpgrader->onError() #20 (root)/include/class.setup.php(69): SetupWizard->abort() #21 (root)/include/class.setup.php(44): SetupWizard->load_sql() #22 (root)/include/class.upgrader.php(379): SetupWizard->load_sql_file() #23 (root)/include/class.upgrader.php(112): StreamUpgrader->upgrade() #24 (root)/include/ajax.upgrader.php(42): Upgrader->upgrade() #25 (root)/include/class.dispatcher.php(153): UpgraderAjaxAPI->upgrade() #26 (root)/include/class.dispatcher.php(40): UrlMatcher->dispatch() #27 (root)/scp/ajax.php(326): Dispatcher->resolve() #28 {main}

Any idea how to fix this?

Thank you

apavlik

these are my system info
Software webserveru Apache/2.4.37 (centos) OpenSSL/1.1.1k mod_fcgid/2.3.9
Verze MySQL 10.3.28
Verze PHP 8.0.20
OS: CentOS

KevinTheJedi

apavlik

I would restore from backup, delete the duplicate plugin record in your database, make sure you install the new builds of plugins, and redo the upgrade.

Cheers.

csd75

Having the same issue here but can't progress the update even after deleting the database entry in the plugin table, reverting to 1.16.5, and then overwriting with the 1.17.2 upload files again. The upgrade script is stuck but it doesn't seem to be retrying the install - it's as if the failed state is recorded somewhere and it won't progress even with the db table fixed.

osTicket works again when I overwrite the application root with the 1.16.5 upload/* files but I need 1.17 for the OAuth2 plugin.

Any help appreciated.

Software versions:

PHP 8.0.26 (cli) (built: Dec  3 2022 19:20:25) ( NTS )
Copyright (c) The PHP Group
Zend Engine v4.0.26, Copyright (c) Zend Technologies
    with Zend OPcache v8.0.26, Copyright (c), by Zend Technologies

mysql  Ver 14.14 Distrib 5.7.40, for Linux (x86_64) using  EditLine wrapper

Ubuntu 18.04.5

KevinTheJedi

csd75

You have to restore the database from before the attempted backup, fixup/remove the aforementioned records, make sure you have the latest versions of the core plugins uploaded and replacing the old ones, and then run the upgrader.

Other than that you’ll have to look at your 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.

Cheers.

csd75

Many thanks Kevin, that did the trick.
I dropped the entire ostickets database, re-created a blank one, restored the backup, deleted the duplicate db entries for the fs-storage plugin, extracted 1.17.2 over the 1.16.5 installation, ran the upgrader, and now everything works!