Uploading 200MB .zip file freezes and no error message

jmartins

Versión osTicket v1.18.1 (0375576) — Hasta la fecha
Servidor del Software Web LiteSpeed
Versión MySQL 10.11.7
Versión PHP 8.3.3

I installed osTicket on Hostinger and everything goes perfect, but now that I need to upload a 200MB .zip file to a ticket the process never pass the 50-70%, no error appears, the upload just freezes.

I've tried all the possible combinations with max file size on Settings > System > Attachments and Settings > System > Tickets > Attachments Settings with no results.

Also touched the PHP settings in the hosting panel, even tried with .htaccess configuration:

php_value upload_max_filesize 256M
php_value post_max_size 256M
php_value memory_limit 512M
php_value max_input_time 1200
php_value max_execution_time 1200

but the behavior it's always the same, I mean, no errors at all, just upload bar stops about 50% and then nothing happens.

Tried this from different machines, different ISP, different browsers... and nothing.
Please, I need help with this.

Thanks in advance.

Jonathan Martins T.

KevinTheJedi

jmartins

Also, you should read the requirements before installing/upgrading. You would’ve seen that PHP 8.3 is not supported yet. You need to downgrade to PHP 8.2.

Cheers.

Eiltesir

Have you allowed .zip files for uoload?

jmartins

Eiltesir now the answer is YES. I mean, before your question I never tried with any other .zip file since with this problematic 200MB i got no error, but due to your question I made a test with a small 80kb .zip and... boom! "Error 500. Undefined".

So I looked into Configuration > Tickets > Attachments Configuration and disabled "Strict MIME Tyoe check". After that I'm able to upload .zip files...

... but this 200MB

Al followed the suggestion of KevinTheJedi (thanks for that) so I downgraded to PHP 8.2 (even tested 8.1), but nothing seems to work.

Any idea is welcome.
Cheers from Easter Island.

Eiltesir

KevinTheJedi defenitly it will not work in PHP 8.3 Therefore you need to downgrade it.

jmartins

PHP 8.2 running now

For what is worth: I got the same behavior with a 200MB video (.mp4) so I'm almost sure that it's not because of the MIME type but the size of the file.

KevinTheJedi

jmartins

Have you checked your PHP’s max upload size, max post size, etc. settings? Also, the same for the web server? Not only does osTicket have configurable limits but so do the prerequisites.

Cheers.

jmartins

@KevinTheJedi thanks for your time.
Yes, I did, in PHP settings I configured 1024MB as max upload and I've uploaded 400MB files to my hosting before (via browser File Administratror) without issues.

KevinTheJedi

jmartins

Okay, what about the web server settings and/or site specific settings via the web server? There are things like TimeOut, LimitRequestBody, etc. Also, if using a hosting provider ask them if they have any security rules, etc. that might be triggering on the upload request therefore blocking it or something. I’ve seen this in the past with different files and different hosts. They usually have security logs or what have you that will display requests that were blocked due to security rules.

Also, if you open the browser’s developer tools, go to the network tab, upload a 200MB file, and look at the upload request what does it look like? Does it return an error when it freezes, does the request keep going (pending) when it freezes, etc.?

Cheers.

jmartins

Thanks for all the suggestions. I'm going to make a local copy to test on a local server to verify if it's a hosting issue and I'll let you know.

jmartins

Well, still can't figure out what it's going on, but I cant tell you that I made a files and database copy to my pc and tested on a portable webserver:

PHP 8.1.3
Apache 2.4.52
PhpMyAdmin 5.1.3
MySQL 5.7.36

But when I go on a ticket and try to attach a file that weights more than 50MB I got a "Undefined - 413 Error"" when the uploading bar reachs the 100%.

in PHP.ini:

post_max_size = 1024M
upload_max_filesize = 1024M

And in osTicket configuration the sizes are settedup to allow the size of the file.

I just don't get it!

jmartins

KevinTheJedi

jmartins

413 means the file is over the limit (you can google it see more info). You basically need to update your web server and PHP settings on your server to allow big files.

You also need to make sure osTicket is configured to allow big files. There are two places to configure the max file size in osTicket: one under Admin Panel > Settings > System > Agent Maximum File Size and the other under Admin Panel > Settings > Tickets > Ticket Attachment Settings > Config > Maximum File Size.

Cheers.

jmartins

Thanks to all your help I can say confidently that the reason of the issue it's on the hosting (Hostinger) side since in the local server everything works perfectly, I mean, now I can attach a 200MB file on a ticket smootly, but in the live server the behavior continues being same as decribed on the original post.