Error Failed to load PDF document.

sarsenbaev

Hello Team,

Today we're facing an issue with opening PDF documents in ticket attachements:

Although jpeg format can be dowloaded correctly in the same ticket.

KevinTheJedi

sarsenbaev

Do you have a browser extension or something that renders the PDF instead of downloading it? Can you try from a different device/network?

Cheers.

KevinTheJedi

sarsenbaev

Also, the next thing to check is if that file actually exists in the database. Hover the file URL, copy the key value from the URL, go to the database, go to the _file table, lookup where key equals the key you copied (if no record returned then the file doesn't actually exist), then grab that id, go to the _file_chunk table, and lookup where file_id equals the ID you copied. This should return at least one record. If it returns zero records then that file content doesn't actually exist. If this is the case you'll need to reattach/reupload the file.

Cheers.

sarsenbaev

KevinTheJedi They exist in a S3 database but also compressed-non readable

sarsenbaev

Also, we can see that all attachements are being compressed to 95.9 kb and cannot be opened.

KevinTheJedi

sarsenbaev

Well the filename should be hashed but the file data should be the raw data. Meaning if you simply download that file from S3, change the name to add .pdf extension, you should be able to open it as normal PDF. If you can't then likely the PDF data is corrupt.

Cheers.

sarsenbaev

All extentions are correct, but the attachements are corrupted including: word, pdf and jpeg files, any ideas what might cause it? The email connection is configured through Oauth02 Microsoft, also tested POP and IMAP settings.

KevinTheJedi

sarsenbaev

There’s really no way for me to tell unfortunately as it’s your environment. Do you have the PHP extensions installed/enabled that are suggested under Admin Panel > Dashboard > Information? Does the cron job run as the correct PHP version? Does the S3 user configured in the plugin have appropriate permissions? Do you have the latest S3 plugin installed/enabled? Are you on the latest release of osTicket? Does your instance of PHP have adequate timeout, post limits, etc.?

Cheers.

KevinTheJedi

sarsenbaev

Also, we don’t compress files, so if the file size is much smaller than what the actual file size is then it sounds like the file isn’t being fully uploaded. There may be limits on the S3 bucket or PHP level or webserver level.

Cheers.