Email footer image missing

bisom

Hi All,

I have noticed that the image at the footer of our emails don't display properly, they look like this.

This is happening on all of them. I can replace the image with another one in the templates and that fixes it for a short period, but then the issue returns.

Can anyone point in the right direction to fixing this?

Thank you in advance.

KevinTheJedi

bisom

Sounds like an old bug. Try replacing your code with the latest download from our site, restarting the web server, re-uploading the images, and retest.

Cheers.

bisom

KevinTheJedi Thank you. That seems to have fixed the issue.

bisom

KevinTheJedi

Hi Kevin,

Sorry, but the issue has returned.

What should be my next step for troubleshooting?

KevinTheJedi

bisom

See if file record is still in db.

Cheers.

bisom

KevinTheJedi

Thanks for coming back to this for me. What table would the entry be in?

KevinTheJedi

bisom The file table.

bisom

KevinTheJedi

It doesn't appear to be. The last entry in the table was Thursday 1st and is a PDF.

KevinTheJedi

bisom

Okay, look at the specific email template content in the email template table and find the img tag. Then grab the cid value within that. Then search the file table where key equals the cid value.

If there is matching file record then check to ensure there is a related file_chunk record in the file_chunk table.

Cheers.

bisom

KevinTheJedi

I've had a look at the IMG tag using the source inspector on the browser, searched the table and it cannot be found.

The file_chunk table is empty.

I've attached a screenshot below in case it helps.

KevinTheJedi

bisom

But when you reupload it there are records in both tables right?

Cheers.

bisom

KevinTheJedi

It wasn't previously, but I have now uploaded the file from the host server in a web browser and it seems to have created the entry in the table.

Subsequent upload attempts on other templates seems to have linked the image to the previously uploaded one, so that seems be working as desired.

I'm going to monitor it for a few days and will let you know the outcome.

bisom

KevinTheJedi

As promised, here's an update.

The footer seems to be sticking now, which is great news. The file key entry remains in the file table, but there's nothing in the chunks table. Not sure if that's an issue or not given it's currently working.

The only thing I did different was I uploaded the image from the root of the website on a browser on the host machine, instead of from my network machine. Not sure if that makes a difference or not.

Either way, it seems to be working. I'll come back if the issue returns 🙂

bisom

KevinTheJedi

Hi Kevin,

I spoke to soon, unfortunately the footer image has stopped working again.

I have looked in the file table and the entry for the file has now disappeared. Currently there's 630 table entries but the next record would be 633, so it looks like 3 records have been removed from the table.

Is there anything else I should do to investigate this?

KevinTheJedi

bisom

Sounds like this:

https://github.com/osTicket/osTicket/pull/6535

Cheers.

bisom

KevinTheJedi

Thanks Kevin.

I've had a quick look at that file on the host, and it matches the changed version on GitHub.

KevinTheJedi

bisom

I know but what I’m saying is it sounds like the same issue. However no one else has reported this and I can’t seem to replicate this. Maybe specific to IIS? Anything in your logs? Can you try upgrading PHP to 8.2 and install all the needed extensions?

Cheers.

bisom

KevinTheJedi

Oh, I see. Sorry about the confusion.

I'll give those recommendations a shot and will come back to you.

bisom

Update: Unfortunately I was unable to fix the current installation; anytime I re-added the footer is disappeared the next day.

I have cleared and reinstalled osTicket, created a new database and avoided customising the platform too much; database contains all records and attachments and so far there's been no problems.