ERROR 500 ONLY when saving SMTP options

CaeppiPatrick

Hello,
I am using osTicket for a few years now on a shared hosting system.

Now I updated the system to v1.18.1.

Now I have the following problem:

I go to the admin area - email addresses - select one.

As soon as I click on "Save changes", I get a blank page (Firefox) or a message "Page cannot be displayed - Error 500" in EDGE.

I'm at a loss right now, because the rest works fine, I've sent test emails.

I tried the following points:

I deleted an email address - it works
then created a new one, I saved after each step.
That works UNTIL I get to the point "SMTP settings - activate".
As soon as I enter that, the familiar blank page appears again. Only when setting SMTP to enabled.
I can enable this point in the Datebase (i found the record) and System ist runnung well.

To rule out installation errors, I installed a "clean" system on the same shared hosting system.
The error also occurs here.

Regards
Caeppi

CaeppiPatrick

Here is a part of my php error-log

[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of BaseList::getIterator() should either be compatible with IteratorAggregate::getIterator(): Traversable, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.util.php on line 101
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of BaseList::count($mode = COUNT_NORMAL) should either be compatible with Countable::count(): int, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.util.php on line 106
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of ListObject::offsetExists($offset) should either be compatible with ArrayAccess::offsetExists(mixed $offset): bool, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.util.php on line 220
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of ListObject::offsetGet($offset) should either be compatible with ArrayAccess::offsetGet(mixed $offset): mixed, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.util.php on line 198
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of ListObject::offsetSet($offset, $value) should either be compatible with ArrayAccess::offsetSet(mixed $offset, mixed $value): void, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.util.php on line 207
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of ListObject::offsetUnset($offset) should either be compatible with ArrayAccess::offsetUnset(mixed $offset): void, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.util.php on line 227
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of ModelMeta::offsetExists($field) should either be compatible with ArrayAccess::offsetExists(mixed $offset): bool, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.orm.php on line 242
[27-Jun-2024 13:27:01 Europe/Berlin] PHP Deprecated:  Return type of ModelMeta::offsetGet($field) should either be compatible with ArrayAccess::offsetGet(mixed $offset): mixed, or the #[\ReturnTypeWillChange] attribute should be used to temporarily suppress the notice in /hp/cm/ac/kf/www/mmc/ticketsystem/include/class.orm.php on line 236

KevinTheJedi

CaeppiPatrick

Unfortunately those logs are not helpful and are not relevant here as they are simply warnings/deprecation notices. Those shouldn’t affect system functionality at all.

First, please always post a screenshot of Admin Panel > Dashboard > Information when requesting help with issues. This is always super helpful for people trying to assist you as they will have the majority of information needed upfront.

Secondly, you should update your PHP INI settings and set error_reporting to only log actual errors and ignore warnings/deprecations.

Once you do the above, you can retest and check your PHP error logs again and see if there are specific errors being logged. Sometimes with shared hosts they have multiple error log files in different directories. I’ve even seen it where there is an error log file in the main site directory, an error log file in the scp/ directory, etc. So make sure you check everywhere for relevant logs/errors.

If you can’t find any relevant logs there then what you can do is test this off-hours (when no one is using the system) by editing your bootstrap.php file, setting display_errors and display_startup_errors to 1, save the file, and retest. This should then throw any fatal errors on screen in the browser. Again, do this off-hours as this could leak info to clients or just look messy/unprofessional in general.

Cheers.

CaeppiPatrick

Hello,
thanx for the help and sorry, it was my first post.

I enabled display-error and this is the information:
Fatal error: Uncaught Error: Call to undefined method osTicket\Mail\BasicAuthCredentials::getAccessToken() in /hp/cm/ac/kf/www/mmc/ticketsystem2/include/class.email.php:561 Stack trace: #0 /hp/cm/ac/kf/www/mmc/ticketsystem2/include/class.email.php(495): EmailAccount->getAccessToken() #1 /hp/cm/ac/kf/www/mmc/ticketsystem2/include/class.email.php(1353): EmailAccount->checkStrictMatching() #2 /hp/cm/ac/kf/www/mmc/ticketsystem2/include/class.email.php(1381): SmtpAccount->setInfo(Array, Array) #3 /hp/cm/ac/kf/www/mmc/ticketsystem2/include/class.email.php(328): SmtpAccount->update(Array, Array) #4 /hp/cm/ac/kf/www/mmc/ticketsystem2/scp/emails.php(35): Email->update(Array, Array) #5 {main} thrown in /hp/cm/ac/kf/www/mmc/ticketsystem2/include/class.email.php on line 561

My informations:
OsTicket-Version: v1.18.1
MySQL-Version 8.0.36
PHP-Version 8.2.20

The other options are unchangebale for me, because I am on an shared hosting.

I had no ptoblems witch v1.17.x, erreor appears when updating the system

KevinTheJedi

CaeppiPatrick

Go to the database, look at your _email_account table, and see if there are any errant records or duplicate records or something. If so, delete them and retest.

Cheers.

CaeppiPatrick

hello, thanks for the answer.

I checked the table and found no abnormal entries.

As already written above, the problem also exists on a completely newly installed instance.

best regards

KevinTheJedi

CaeppiPatrick

Hmmm, not for me. This might be an order of operations issue (ie. steps done out of order). So first go to your Outgoing (SMTP) tab, set Status to Disable, input the Hostname, input the Port Number, set Authentication to None, and Save Changes. Now set and configure the Authentication to whatever you want, set Status to Enable, and Save Changes.

Cheers.

Tinnitus

I can trigger the error if I create a new email address and set the option "Identical to remote mailbox" in the SMTP authentication, then I get the error message "Resource user different".

So that I can save the dialogue, I change the authentication to no authentication and when I then change the authentication back to "Identical to remote mailbox", I get the 500 error.

[30-Jun-2024 20:23:36 UTC] PHP Fatal error: Uncaught Error: Call to undefined method osTicket\Mail\BasicAuthCredentials::getAccessToken() in C:\inetpub\wwwroot\osTicketdeu\include\class.email.php:561
Stack trace:
#0 C:\inetpub\wwwroot\osTicketdeu\include\class.email.php(495): EmailAccount->getAccessToken()
#1 C:\inetpub\wwwroot\osTicketdeu\include\class.email.php(1353): EmailAccount->checkStrictMatching()
#2 C:\inetpub\wwwroot\osTicketdeu\include\class.email.php(1381): SmtpAccount->setInfo()
#3 C:\inetpub\wwwroot\osTicketdeu\include\class.email.php(328): SmtpAccount->update()
#4 C:\inetpub\wwwroot\osTicketdeu\scp\emails.php(35): Email->update()
#5 {main}
thrown in C:\inetpub\wwwroot\osTicketdeu\include\class.email.php on line 561
osTicketdeu\include\class.email.php on line 561

KevinTheJedi

Tinnitus

First, do you actually have OAuth2 successfully setup for remote mailbox? Secondly if you set auth to none, status to disable, save, go back to the email listing, refresh, go back to the email, set it to your desired auth, and save changes what happens?

Can you post a screenshot of the error once you do the above?

Cheers.

CaeppiPatrick

Hello,
i have no OAuth2 aktivated.

The workarround from Tinnitus is working for me fine.

KevinTheJedi

Tinnitus CaeppiPatrick

So this is an issue with the "German version"…and you are trying to get help here?

Cheers.

Tinnitus

Workarround:
As a temporary solution, it works for me if I enter the e-mail data in the two tabs and do not set the option "Identical to remote mailbox".

Tinnitus

The error also occurs in the English version, with the original German language pack.
I am still testing how I can trigger the error explicitly.
I'll get back to you on this.

Tinnitus

I get this message with the German language pack, even though I have configured the data correctly.
In certain constellations, which unfortunately I cannot reproduce correctly at the moment.

What I have found out is that the Remote Tab often loses the access data and then probably triggers this error.

KevinTheJedi

Tinnitus

Sounds like a browser cache issue. If you go back to the email listing and click back on it does it show the correct settings?

Cheers.

Tinnitus

No, the dialogue is blank.

Tinnitus

I will try to install the pulls from GitHub, as I have noted that there are some changes in the mail system area.

Is it still worth installing, or will 1.18.2 be released this or next week?

Tinnitus

This seems to solve my problem.
I will test it again this evening.

https://github.com/osTicket/osTicket/commit/e014ffd24c2b411057f9290181cf229e63b80a89#comments

KevinTheJedi

Tinnitus

Here is official pull:

https://github.com/osTicket/osTicket/pull/6730

Cheers.