500 error when printing an FAQ

LesD

We recently moved our hosting from our own servers to a cloud server and also upgraded 1.18.1 so I'm not sure if this is a hosting or code issue.

I'm on the Agent panel looking at an FAQ and click Print. I get HTTP ERROR 500.

The URL shows: http://support.mydomain.co.uk/scp/faq.php?id=757&a=print

The php log shows
[06-Feb-2024 06:35:51 UTC] PHP Fatal error: Uncaught Mpdf\MpdfException: Can't open file /tmp/mpdf/ttfontdata/dejavusanscondensed.GSUBGPOStables.dat in /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Otl.php:337 Stack trace: #0 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(13486): Mpdf\Otl->applyOTL() #1 /home/supportmydomaingro/public_html/include/class.pdf.php(49): Mpdf\Mpdf->WriteHTML() #2 /home/supportmydomaingro/public_html/include/class.faq.php(161): mPDFWithLocalImages->WriteHtml() #3 /home/supportmydomaingro/public_html/scp/faq.php(158): FAQ->printPdf() #4 {main} thrown in /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Otl.php on line 337

Folder permissions:
tmp 0700
mpdf 0777
ttfontdata 0777

ttfontdata has lots of files but not dejavusanscondensed.GSUBGPOStables.dat

In fact the most recent date of all the files is 11/12/23

KevinTheJedi

LesD

Looks like permission issues:

https://github.com/mpdf/mpdf/issues/201

Cheers.

LesD

These missing files - where do they originate from? osTicket or somewhere else?

LesD

All /tmp..... folders now have 777 permissions
I have found the two files reported as missing and downloaded them from the web.

I now get a new error

Feb-2024 15:03:58 UTC] PHP Fatal error: Uncaught DivisionByZeroError: Division by zero in /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Writer/FontWriter.php:55 Stack trace: #0 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Writer/ResourceWriter.php(113): Mpdf\Writer\FontWriter->writeFonts() #1 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(10001): Mpdf\Writer\ResourceWriter->writeResources() #2 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(2048): Mpdf\Mpdf->_enddoc() #3 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(9484): Mpdf\Mpdf->Close() #4 /home/supportmydomaingro/public_html/include/class.pdf.php(55): Mpdf\Mpdf->Output() #5 /home/supportmydomaingro/public_html/include/class.faq.php(171): mPDFWithLocalImages->output() #6 /home/supportmydomaingro/public_html/scp/faq.php(158): FAQ->printPdf() #7 {main} thrown in /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Writer/FontWriter.php on line 55

KevinTheJedi

LesD

Maybe this will help?

https://github.com/mpdf/mpdf/issues/296#issuecomment-369294644

I cannot replicate your issue so I'm not 100% sure what's going on. But definitely seems like an mPDF issue.

Cheers.

KevinTheJedi

LesD

Do you have these PHP extensions installed/enabled?

mbstring
gd
zlib
bcmath
xml

Also, what PHP version are you running?

Cheers.

LesD

All those are ticked.

Running 8.2

I can easily downgrade.

KevinTheJedi

LesD

You shouldn’t need to that’s the thing. What are the inline images in that ticket? It could be an issue with a specific image.

Cheers.

LesD

Its not at all image based.

I just created an FAQ with Subject 'Test' and body text 'Test' and it still fails.
[07-Feb-2024 16:07:25 UTC] PHP Fatal error: Uncaught DivisionByZeroError: Division by zero in /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Writer/FontWriter.php:55 Stack trace: #0 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Writer/ResourceWriter.php(113): Mpdf\Writer\FontWriter->writeFonts() #1 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(10001): Mpdf\Writer\ResourceWriter->writeResources() #2 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(2048): Mpdf\Mpdf->_enddoc() #3 /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(9484): Mpdf\Mpdf->Close() #4 /home/supportmydomaingro/public_html/include/class.pdf.php(55): Mpdf\Mpdf->Output() #5 /home/supportmydomaingro/public_html/include/class.faq.php(171): mPDFWithLocalImages->output() #6 /home/supportmydomaingro/public_html/scp/faq.php(158): FAQ->printPdf() #7 {main} thrown in /home/supportmydomaingro/public_html/include/mpdf/vendor/mpdf/mpdf/src/Writer/FontWriter.php on line 55

KevinTheJedi

LesD

Then you are definitely having issues with your environment as that should not be the case with a simple FAQ. I would suggest reaching out to your hosting provider to see if they block any PHP extensions, PHP methods, webserver requests, etc.

I would personally setup a test server locally or not on that host, setup osTicket, and test the print there. If it works then you know something on your host server is not correct.

Cheers.

LesD

I have copied the website into a local VM server and imported the MySQL db locally and it all works.

So it is a hosting issue as you suggested.

LesD

I could not fix this but have a workaround.

I need something I can send to clients who cannot yet access the KB.

Ctrl-s (save) and select 'Web page, Single file' and send that.

It will display exactly as the original page. It serves my purpose till V2 of osTicket appears.