Ticket/Task Print Error 500

ontime

Hi,
osticket 1.81.1 shared hosted plesk
PHP 8.2.14 - mpdf 8.2 - mysql 10.2.44

When tryinh to print Ticket or Task open new page with HTTP ERROR 500
None of the solutions found in forum worked...
(change class.pdf.php, php versions etc etc)

Any syggestions?

KevinTheJedi

ontime

What’s the error from your error logs?

Cheers.

ontime

Plesk LOG <Time> Error <IP> 500 POST /scp/tickets.php?id=<Ticket ID> HTTP/1.0
osticket doesnt have any log entry

KevinTheJedi

ontime

No, your PHP error logs.

Cheers.

ontime

Sorry, nothing further than that...

ontime

after fresh install at new subdomain from plesk osticket 1.12 and upgrade to 1.81.1 got this

500	POST /scp/tickets.php?id=2 HTTP/1.0	https://XXXXXXXXXX/scp/tickets.php?id=2	Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/120.0.0.0 Safari/537.36	601	Apache SSL/TLS access
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: PHP Fatal error: Uncaught Mpdf\\MpdfException: Can't open file /tmp/mpdf/ttfontdata/dejavusanscondensed.GSUBGPOStables.dat in /var/www/vhosts/XXXXXXXXX/XXXXXXXXXXXX/include/mpdf/vendor/mpdf/mpdf/src/Otl.php:337, referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: Stack trace:, referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: #0 /var/www/vhosts/XXXXXXXXXXXX/XXXXXXXXXXXXX/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(13486): Mpdf\\Otl->applyOTL('osTicket upgrad...', 255), referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: #1 /var/www/vhosts/XXXXXXXXXXXX/XXXXXXXXXXXXX/include/class.pdf.php(49): Mpdf\\Mpdf->WriteHTML(' <div>\\xC2\\xA0</div...', 0, true, true), referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: #2 /var/www/vhosts/XXXXXXXXXXXX/XXXXXXXXXXXXX/include/class.pdf.php(102): mPDFWithLocalImages->WriteHtml('<html>\\n\\n<head>\\n...', 0, true, true), referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: #3 /var/www/vhosts/XXXXXXXXXXXX/XXXXXXXXXXXXX/include/class.pdf.php(79): Ticket2PDF->_print(), referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: #4 /var/www/vhosts/oXXXXXXXXXXXX/XXXXXXXXXXXXX/class.ticket.php(3587): Ticket2PDF->__construct(Object(Ticket), 'A4', NULL, NULL), referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2				Apache error
2024-01-18 10:54:44	Warning	XX.XX.XX.XX		mod_fcgid: stderr: #5 /var/www/vhosts/XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php(533): Ticket->pdfExport('A4', NULL, NULL), referer: https://XXXXXXXXXXXX/XXXXXXXXXXXXX/scp/tickets.php?id=2

KevinTheJedi

ontime

You have temp directory issues on the server. You need to give the webserver/PHP user appropriate access to the temp folder or create a new temp folder and update your PHP config to use this new temp directory as the system temp directory.

Unless your server has a separate mPDF install outside of osTicket that is conflicting with osTicket; but I don't think this is the case - but you never know!

Cheers.

randymts

KevinTheJedi

Hi,

I have the same error message. I am on a shared hosting server. This used to work in the previous version and then stopped working. The hosting support pointed me to the php.ini but I don't think the settings are correct:
zend_extension=/opt/alt/php81/usr/lib64/php/modules/opcache.so
extension=zip.so
extension=intl.so
extension=sodium.so
extension=posix.so
extension=dom.so
extension=pdo.so
extension=pdo_mysql.so
extension=pdo_pgsql.so
extension=imap.so
extension=xmlreader.so
extension=fileinfo.so
extension=phar.so
extension=pdo_sqlite.so
extension=apcu.so
extension=gd.so
extension=tidy.so
extension=pgsql.so
extension=bcmath.so
extension=mbstring.so
extension=mysqlnd.so
extension=nd_mysqli.so
extension=imagick.so
extension=xmlwriter.so
extension=sockets.so
extension=soap.so
extension=xsl.so
upload_tmp_dir=/temp

KevinTheJedi

randymts

If you are setting your own temp directory for PHP you need to look at the sys_temp_dir INI directive in the PHP docs.

If however you want to keep using the current system temp directory on the server then you need to work out the permissions so that the webserver/PHP user/group has appropriate read/write access.

You may also want to try adding the open_basedir INI directive and add the full path to the system temp directory there, restart the webserver, and retest to see if that helps.

Cheers.

randymts

KevinTheJedi
That worked.
On shared hosting, find your .system PHP folder because you will not have access to the default root "tmp" or PHP

add the below line to the top of your system php.ini
sys_temp_dir = "/home/XXXX/public_html/OSTICKET/temp"
xxxx=sharedusername and "/temp" can be any folder name

To test your output location in realtime create a file output.php
<?php
// print tmp location
echo sys_get_temp_dir();
?>