Error when user reset there Password

rabiesamakeh

Hi there,
i am new here and need some help.

the users are getting an error that they can't reset there Password and they are getting the following error

i looked in the log file and saw this error:

PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: DELETEost_session.* FROMost_sessionWHEREost_session.user_id= 0 ANDost_session.session_dataREGEXP '_auth\\\\|.*\\"user\\";[a-z]+:[0-9]+:{[a-z]+:[0-9]+:\\"id\\";[a-z]+:681' AND NOTost_session.session_id= 'nhuc86rc0nhp33ggi16unffae8' in /var/www/osticket/include/class.orm.php:3460\nStack trace:\n#0 /var/www/osticket/include/class.orm.php(1534): MySqlExecutor->execute()\n#1 /var/www/osticket/include/class.auth.php(1380): QuerySet->delete()\n#2 /var/www/osticket/include/class.signal.php(98): PasswordPolicy::cleanSessions()\n#3 /var/www/osticket/include/class.client.php(481): Signal::send()\n#4 /var/www/osticket/profile.php(33): ClientAccount->update()\n#5 /var/www/osticket/client.inc.php(91): require('/var/www/ostick...')\n#6 /var/www/osticket/secure.inc.php(18): require_once('/var/www/ostick...')\n#7 /var/www/osticket/profile.php(19): require('/var/www/ostick...')\n#8 {main}\n thrown in /var/www/osticket/include/class.orm.php on line 3460, referer: http://ticketsystem/index.php

Can anyone help ?

KevinTheJedi

rabiesamakeh

You posted this with a tag of 1.14.x. If this is really the series you are running you are running a version that is no longer supported. You will need to upgrade to either 1.16.x or 1.17.x.

Cheers.

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

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

rabiesamakeh

Hi,

Serverinformationen
osTicket-Version ---> v1.14.1 (f1e9e88) — v1.14.8 ist verfügbar
Server-Software ---> Apache/2.4.41 (Ubuntu)
MySQL-Version ---> 8.0.32
PHP-Version ---> 7.4.3-4ubuntu2.17

do i understand this right that i need to do a migration if i have an old version from osTicket ? (See Link)
https://docs.osticket.com/en/latest/Getting%20Started/Upgrade%20and%20Migration.html

KevinTheJedi

rabiesamakeh

1.14.x is greater than 1.6.x so no, you can simply upgrade to the latest straight away.

Cheers.

rabiesamakeh

thank you very much for the help, i am working on the update.

Can you tell me if there are some other themes for the osTicket ?

KevinTheJedi

rabiesamakeh

None that are developed by the core team. There are mods available however we do not recommend them as none of the mods have been verified, etc. If you do so, use them at your own risk.

Cheers.

rabiesamakeh

i have upgraded my system and updated the OSTicket to the latest version but the clients still getting an error when they login (See Screenshot)

error from the logs:
[Fri Feb 17 15:41:45.299830 2023] [php:error] [pid 2363] [client 10.210.0.17:54103] PHP Fatal error: Uncaught Error: Call to undefined function ldap_connect() in phar:///var/www/osticket/include/plugins/auth-ldap.phar/include/Net/LDAP2.php:433\nStack trace:\n#0 phar:///var/www/osticket/include/plugins/auth-ldap.phar/include/Net/LDAP2.php(339): Net_LDAP2->performConnect()\n#1 phar:///var/www/osticket/include/plugins/auth-ldap.phar/authentication.php(158): Net_LDAP2->bind()\n#2 phar:///var/www/osticket/include/plugins/auth-ldap.phar/authentication.php(191): LDAPAuthentication->getConnection()\n#3 phar:///var/www/osticket/include/plugins/auth-ldap.phar/authentication.php(479): LDAPAuthentication->authenticate()\n#4 /var/www/osticket/include/class.auth.php(341): ClientLDAPAuthentication->authenticate()\n#5 /var/www/osticket/login.php(51): AuthenticationBackend::process()\n#6 {main}\n thrown in phar:///var/www/osticket/include/plugins/auth-ldap.phar/include/Net/LDAP2.php on line 433, referer: http://10.210.10.210/login.php [Fri Feb 17 15:41:45.299902 2023] [php:error] [pid 2363] [client 10.210.0.17:54103] PHP Fatal error: Uncaught Error: Call to undefined function ldap_close() in phar:///var/www/osticket/include/plugins/auth-ldap.phar/include/Net/LDAP2.php:701\nStack trace:\n#0 /var/www/osticket/include/pear/PEAR.php(755): Net_LDAP2->_Net_LDAP2()\n#1 [internal function]: _PEAR_call_destructors()\n#2 {main}\n thrown in phar:///var/www/osticket/include/plugins/auth-ldap.phar/include/Net/LDAP2.php on line 701, referer: http://10.210.10.210/login.php

System Info:

Any Idea ?

KevinTheJedi

rabiesamakeh

Sounds like you don't have the php-ldap extension installed/enabled.

Cheers.

rabiesamakeh

yes that was it!
Thank you!

ntozier

rabiesamakeh
The ldap plugin should probably have a php dependency listed or something.
So I made a pull request to add one and checks to see if it isn't enabled.
https://github.com/osTicket/osTicket/pull/6472

rabiesamakeh

i have one more issue 🙂

i increased the upload_max_filesize to 100M

But i amm getting an error if i upload a 70M pdf file

ntozier

rabiesamakeh
Take a look at Admin panel -> Settings -> Tickets
Scroll down to Attachments.
Click Config.
What do you have set here?

TonyO

You may need to increase upload_max_filesize and post_max_size in your php.ini. Then restart php-fpm or other caching services to apply the change.
As an example, on my osTicket with php8.1-fpm, I would edit this /etc/php/8.1/fpm/php.ini to increase the limits. And then systemctl restart php8.1-fpm to apply the changes.

rabiesamakeh

Hi TonyO,
this i already did, see Screenshot

Still getting the error

TonyO

I recommend checking the php log for errors. On Ubuntu/Debian for example, check /var/log/php8.0-fpm.log There may be other limits that need to be increased.
On my osTicket, I replicated this before I gave the advice above. PHP defaults are very low, so I increase several.

rabiesamakeh

like i said, i added the php.ini file to allow loading bigger files

i can't find any error in /var/log/php8.0-fpm.log, the last 3 lines says:
[20-Feb-2023 12:20:27] NOTICE: fpm is running, pid 5081 [20-Feb-2023 12:20:27] NOTICE: ready to handle connections [20-Feb-2023 12:20:27] NOTICE: systemd monitor interval set to 10000ms

although i can upload small pdf files but as soon i load a big file i get the above error

KevinTheJedi

rabiesamakeh

I would double/triple check your settings to ensure you are changing the right ones. You can make a PHP info file in your osTicket directory, visit that page, and see if the changes you made are reflected. If not it’s likely you didn’t change the right file or you didn’t restart the webserver and PHP-FPM.

Apache also has a setting called LimitRequestBody that can limit the requests.

Cheers.

rabiesamakeh

i am sure that i am editing the right php.ini file,
nano /etc/php/8.0/fpm/php.ini nano /etc/php/8.0/apache2/php.ini

i woudn't get the Option 100mb in osTicket, if i didn't edit the right php.ini file and restarted the webserver (See Sceenshot)

KevinTheJedi

rabiesamakeh

Did you update the setting I mentioned for Apache? Are you using a hosting provider or is this your own server?

Are you sure you changed both upload_max_filesize and post_max_size?

Cheers.