HTTP ERROR 500

malonzo

Hello Everyone,

We are having an issue every time we click the "Post Reply, Submit Button" with an HTTP error 500.

Server Information
osTicket Version v1.18.1 (0375576) — Up to date
Web Server Software Apache/2.4.57 (CentOS Stream) OpenSSL/3.0.7 mod_perl/2.0.12 Perl/v5.32.1
MySQL Version 10.5.22
PHP Version 8.2.14

Do we need to uninstall the PHP and reinstall back? Thank you for the tips.

KevinTheJedi

malonzo

Simply check your PHP error logs for any related errors.

Cheers.

malonzo

KevinTheJedi

Thank you!

We found this "PHP Fatal error: Uncaught Error: Call to a member function setConfigClass() on null in /var/www/html/osticket/upload/include/plugins/auth-oauth2/oauth2.php:640"

It seems we have to revert to old oAuth.

KevinTheJedi

malonzo

You have an erroneous record in your database. Please login to your database and post screenshots of the following:

_plugin_instance records
_email records (censor the actual email addresses please)
_email_account records

Once I see this information I'll be able to tell you which records to delete.

Cheers.

malonzo

KevinTheJedi

Empty set (0.001 sec)

+----------+------------+-------------+---------+----------+----------------------------+--------------------------+-------+---------------------+---------------------+

| email_id | noautoresp | priority_id | dept_id | topic_id | email                      | name                     | notes | created             | updated             |

+----------+------------+-------------+---------+----------+----------------------------+--------------------------+-------+---------------------+---------------------+

|        2 |          0 |           0 |       0 |        0 | itsupport@domain.com | Roca Networks IT Support | NULL  | 2014-08-11 23:10:58 | 2023-05-03 16:37:45 |

|        3 |          0 |           2 |       1 |        0 | noreply@domain.com   |                          | NULL  | 2014-08-11 23:10:58 | 2014-08-11 23:10:58 |

|       12 |          0 |           2 |       0 |        0 | alerts@domain.com    | osTicket_Alerts          | NULL  | 2024-01-16 10:30:17 | 2024-01-16 10:30:17 |

+----------+------------+-------------+---------+----------+----------------------------+--------------------------+-------+---------------------+---------------------+
+----+----------+---------+---------------+---------+--------+-----------------------+------+--------+----------+------------+-----------+----------+-----------+---------------+----------------+------------+---------------------------------------------------------+---------------------+---------------------+---------------------+---------------------+

| id | email_id | type    | auth_bk       | auth_id | active | host                  | port | folder | protocol | encryption | fetchfreq | fetchmax | postfetch | archivefolder | allow_spoofing | num_errors | last_error_msg                                          | last_error          | last_activity       | created             | updated             |

+----+----------+---------+---------------+---------+--------+-----------------------+------+--------+----------+------------+-----------+----------+-----------+---------------+----------------+------------+---------------------------------------------------------+---------------------+---------------------+---------------------+---------------------+

|  1 |        1 | mailbox | oauth2:msmail | 5       |      1 | outlook.office365.com |  993 | NULL   | IMAP     | AUTO       |         5 |       30 | delete    | NULL          |              0 |      45016 | Credentials: Required option not passed: "access_token" | 2024-01-16 15:52:02 | 2023-01-24 18:55:02 | 2023-01-30 17:50:17 | 2024-01-16 15:52:02 |

|  2 |        1 | smtp    | basic         | 9       |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |         46 | Credentials: Required option not passed: "access_token" | 2023-02-03 17:15:01 | NULL                | 2023-01-30 17:50:17 | 2023-02-06 11:29:26 |

|  4 |        8 | mailbox | oauth2:msmail | 12      |      0 | outlook.office365.com |  993 | Inbox  | IMAP     | AUTO       |         1 |       50 | delete    | NULL          |              0 |          3 | Credentials: invalid_grant                              | 2024-01-02 17:22:10 | NULL                | 2023-02-08 19:23:36 | 2024-01-02 17:22:10 |

|  5 |        8 | smtp    | mailbox       | NULL    |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |          0 | NULL                                                    | NULL                | NULL                | 2023-02-08 19:29:49 | 2023-02-08 19:29:49 |

|  6 |        2 | mailbox | oauth2:msmail | 13      |      0 | outlook.office365.com |  993 | Inbox  | IMAP     | AUTO       |        60 |       50 | delete    | NULL          |              0 |          0 | NULL                                                    | 2024-01-02 17:01:20 | NULL                | 2023-02-08 20:04:24 | 2024-01-02 17:24:06 |

|  7 |        2 | smtp    | mailbox       | NULL    |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |          0 | NULL                                                    | NULL                | NULL                | 2023-02-08 20:05:00 | 2023-02-08 20:05:00 |

|  8 |        9 | mailbox | oauth2:msmail | 19      |      1 | outlook.office365.com |  993 | NULL   | IMAP     | AUTO       |         1 |       50 | delete    | NULL          |              0 |        173 | Credentials: Required option not passed: "access_token" | 2024-01-16 15:52:02 | 2024-01-15 10:56:02 | 2024-01-02 18:34:19 | 2024-01-16 15:52:02 |

|  9 |        9 | smtp    | mailbox       | NULL    |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |          0 | NULL                                                    | NULL                | NULL                | 2024-01-02 18:35:24 | 2024-01-02 18:35:24 |

| 10 |       10 | mailbox | oauth2:msmail | 23      |      0 |                       |    0 | NULL   | OTHER    | AUTO       |         5 |       30 | nothing   | NULL          |              0 |         18 | Credentials: Required option not passed: "access_token" | 2024-01-15 11:26:00 | NULL                | 2024-01-15 11:11:04 | 2024-01-15 11:26:00 |

| 11 |       11 | mailbox | oauth2:msmail | 25      |      0 |                       |    0 | NULL   | OTHER    | AUTO       |         5 |       30 | nothing   | NULL          |              0 |         12 | Credentials: Required option not passed: "access_token" | 2024-01-16 10:25:11 | NULL                | 2024-01-16 09:30:34 | 2024-01-16 10:25:11 |

| 12 |       12 | mailbox | oauth2:msmail | 26      |      1 | outlook.office365.com |  993 | NULL   | IMAP     | AUTO       |         1 |       50 | delete    | NULL          |              0 |          0 | NULL                                                    | NULL                | 2024-01-16 16:01:01 | 2024-01-16 10:31:44 | 2024-01-16 16:01:01 |

| 13 |       12 | smtp    | mailbox       | NULL    |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |          0 | NULL                                                    | NULL                | NULL                | 2024-01-16 11:36:48 | 2024-01-16 11:36:48 |

+----+----------+---------+---------------+---------+--------+-----------------------+------+--------+----------+------------+-----------+----------+-----------+---------------+----------------+------------+---------------------------------------------------------+---------------------+---------------------+---------------------+---------------------+

KevinTheJedi

malonzo

Run this:

DELETE FROM `ost_email_account` WHERE `email_id` IN(1, 8, 9, 10, 11);

I also still need your _plugin and _plugin_instance records.

Cheers.

malonzo

KevinTheJedi

There is no record for _plugin_instance records.

We have run the command still getting error.

Below is the latest logs from the same instance:

+----+-----------+-------+-----------------------------------+---------------------------------------------------------+---------------------+---------------------+

| id | plugin_id | flags | name                              | notes                                                   | created             | updated             |

+----+-----------+-------+-----------------------------------+---------------------------------------------------------+---------------------+---------------------+

| 27 |        22 |     1 | itsupport@rocanetworks.com        | NULL                                                    | 2024-01-16 16:21:11 | 2024-01-16 16:21:31 |

| 28 |        22 |     1 | alerts@rocanetworks.com (mailbox) | <p>OAuth2 Authorization for alerts@rocanetworks.com</p> | 2024-01-16 16:32:05 | 2024-01-16 16:32:05 |

+----+-----------+-------+-----------------------------------+---------------------------------------------------------+---------------------+---------------------+

+----+----------+---------+---------------+---------+--------+-----------------------+------+--------+----------+------------+-----------+----------+-----------+---------------+----------------+------------+---------------------------------------------------------+---------------------+---------------------+---------------------+---------------------+

| id | email_id | type    | auth_bk       | auth_id | active | host                  | port | folder | protocol | encryption | fetchfreq | fetchmax | postfetch | archivefolder | allow_spoofing | num_errors | last_error_msg                                          | last_error          | last_activity       | created             | updated             |

+----+----------+---------+---------------+---------+--------+-----------------------+------+--------+----------+------------+-----------+----------+-----------+---------------+----------------+------------+---------------------------------------------------------+---------------------+---------------------+---------------------+---------------------+

|  6 |        2 | mailbox | oauth2:msmail | 13      |      0 | outlook.office365.com |  993 | Inbox  | IMAP     | AUTO       |        60 |       50 | delete    | NULL          |              0 |          0 | NULL                                                    | 2024-01-02 17:01:20 | NULL                | 2023-02-08 20:04:24 | 2024-01-02 17:24:06 |

|  7 |        2 | smtp    | mailbox       | NULL    |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |          0 | NULL                                                    | NULL                | NULL                | 2023-02-08 20:05:00 | 2023-02-08 20:05:00 |

| 12 |       12 | mailbox | oauth2:msmail | 26      |      1 | outlook.office365.com |  993 | NULL   | IMAP     | AUTO       |         1 |       50 | delete    | NULL          |              0 |          7 | Credentials: Required option not passed: "access_token" | 2024-01-16 16:44:02 | 2024-01-16 16:19:01 | 2024-01-16 10:31:44 | 2024-01-16 16:44:02 |

| 13 |       12 | smtp    | mailbox       | NULL    |      1 | smtp.office365.com    |  587 | NULL   | SMTP     | AUTO       |         5 |       30 | nothing   | NULL          |              1 |          0 | NULL                                                    | NULL                | NULL                | 2024-01-16 11:36:48 | 2024-01-16 11:36:48 |

| 14 |       13 | mailbox | oauth2:msmail | 28      |      0 |                       |    0 | NULL   | OTHER    | AUTO       |         5 |       30 | nothing   | NULL          |              0 |          1 | Credentials: Required option not passed: "access_token" | 2024-01-16 16:32:05 | NULL                | 2024-01-16 16:32:05 | 2024-01-16 16:32:05 |

+----+----------+---------+---------------+---------+--------+-----------------------+------+--------+----------+------------+-----------+----------+-----------+---------------+----------------+------------+---------------------------------------------------------+---------------------+---------------------+---------------------+---------------------+

We use alerts@ourcomapnydomain.com

However, the token from Azure is granted for itsupport@ourcompanydomain.com

Will it matter?

KevinTheJedi

malonzo

Wow, okay, none of these records are matching up. So, your best bet is to delete all _plugin_instance records for email oauth2, delete all the _email_account records, and go reconfigure the fetching/sending information for each email you want to use.

Cheers.