[Download Attach File Problem] osTicket v1.18

jlsamantila

Hello team,

I need help, my osTicket application can not download the attached file from the ticket thread. The file is in database with BLOB datatype.
Error shows "Check internet connection" upon downloading the file. I used google chrome, firefox, and even edge browser and still the same result. (I assure you that I got a stable internet connection)

See screenshot below for reference:

figure 1: "Check Internet connection Error message"

figure 2: "osTicket configuration/setup information"

KevinTheJedi

jlsamantila

If you check your PHP and Apache error logs do you see any relevant errors?

Cheers.

jlsamantila

Hello, KevinTheJedi. No I don't see any relevant errors in the downloading of the attached files.

KevinTheJedi

jlsamantila

Can you try downloading the attachment from a completely different device and network?

Cheers.

jlsamantila

KevinTheJedi Already tried using Mobile and Tablet and mobile data, still got the same issue.

KevinTheJedi

jlsamantila

Are you sure you checked the right error logs? Can you bring up the browser’s developer tools and look at the URL it’s attempting to go to?

Cheers.

jlsamantila

KevinTheJedi

Yes, I am sure that there were no error shown in the error logs.

In the browser developer tools, it does not have network activity as I click the link of the attachment. But, the link of the files is as follows:

/osticket/file.php?key=jusmpvf9bln8ln6dh1h4guo5y489n6vu&expires=1696982400&signature=522c892ac6ecc14470548db013f20e5b2ba338f5&id=252
Thank you for your kind assistance.

KevinTheJedi

jlsamantila

That looks correct. Does your URL actually contain /osticket at the end?

Something is terribly wrong then as it shouldn’t error out immediately in the browser. It should at the very least attempt to download the attachment and you should see a request in the Network tab of the Developer Tools. Let me ask you this, is it ANY file in osTicket or just this one?

Can you please try installing the missing PHP extensions listed on the Information page, restart Apache (and PHP-FPM if you’re running it), and retry?

Cheers.

jlsamantila

KevinTheJedi

That looks correct. Does your URL actually contain /osticket at the end?
~ No, this is just a DEV for testing as issue still encountering with PRODUCTION.

Something is terribly wrong then as it shouldn’t error out immediately in the browser. It should at the very least attempt to download the attachment and you should see a request in the Network tab of the Developer Tools. Let me ask you this, is it ANY file in osTicket or just this one?
~ All ticket thread with attachment in all of the tickets can not be downloaded

Can you please try installing the missing PHP extensions listed on the Information page, restart Apache (and PHP-FPM if you’re running it), and retry?
~ Actually, I already tried it but I found it very irrelevant to the issue. The file is in BLOB format in the MySQL Database.

Here are the steps I've done so far.

1.) I have tweak some PHP Configurations with the maximum timeout and maximum post size
2.) I have tweak some MYSQL Ini with the buffer and max_allowed_packet
3.) Adding #php_flag opcache.enable Off in the .htaccess as I found out that you can download the file ONCE after clearing cache OR after a fresh session (if you got lucky)
4.) Turning off Require login to view any attachments in osTicket system configuration
5.) Turning off Force all requests through HTTPS in osTicket system configuration

I am still finding resolution with this issue, and will let you know once I got one.

Thank you for your kind assistance.

KevinTheJedi

jlsamantila

Then update your Admin Panel > Settings > System > Helpdesk URL to what it actually is, Save Changes, then retest.

Cheers.

jlsamantila

KevinTheJedi

Sorry I did not get it. Did you mean by this?

UPDATE!

I tried a small code change with the application and it seems it works as expected. I will observe the change within the day and see if it solves the issue. Thank you so much. Cheers!

KevinTheJedi

jlsamantila

You shouldn't need any code change at all (no one else has). Care to share what you changed?

Cheers.

jlsamantila

KevinTheJedi

The issue has been resolved and now undergoing observation. Since I am new with osTicket, I really do not know where is the issue coming from. I tried clearing Session and Cookies with the browser and it will work on the first try, but the second does not. So my guts tell me that the request is not allowing to proceed within the Client to the application (that is why "check internet connection shows"). So I edited the element <a> of the download and omitted the attribute download so that it will go with a fresh session in another tab. (You might check key validation or csrf).

Here is the resolution I made with the code I changed from include/staff/templates/thread-entry.tmpl.php
-> Look to string attachment-info which is class of <div> element. line code 106 (ish)
-> Look for the <a> element with a class name of no-pjax truncate filename and;
-> delete attribute download="<?php echo Format::htmlchars($A->getFilename()); ?>"

This will make the file link go to another browser tab and proceed to download the file.

Thanks, Cheers

KevinTheJedi

jlsamantila

I have never seen that before but glad it’s working now!

Cheers.