Users unable to upload files - Agents can

drwhite

After moving to osTicket 1.18.1 we began having issue where users could not upload files but agents can.

The system is hosted on Centos 8.0 with PHP 8.2.19 and Apache 2.4.37.

We see no errors logged but when reviewing the console for a user attempting to post, we see a jquery error:

jquery-3.7.0.min.js,….jm.3deGTwDUc7.js:1 jQuery.Deferred exception: $(...).filedropbox is not a function TypeError: $(...).filedropbox is not a function

Is anyone else having this issue or have a solution?

KevinTheJedi

drwhite

Does the User have any browser extensions, etc. that could be hindering this? Can you replicate the same issue using a user account? We will need a lot more information to be able to assist you.

Cheers.

drwhite

I can replicate this issue with my browser logged in as a test user.

So with the same browser and settings, users cannot upload file but admins can.

This same functionality issue occurs for MS Edge, Chrome and Firefox with all being the newest version. It happens on multiple machines and with another individual that has both an agent and user account.

KevinTheJedi

drwhite

Is it a self hosted server or through a hosting provider? You've checked all other logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) and there are no errors anywhere?

Cheers.

drwhite

This has occurred in both a hosting enviroment and a self hosted enviroment. There is nothing recorded in the logs as the issue is with the jqurey and occuring in the browser so the error is console reported. The error occurs when trying to click on the 'choose them' option.

jquery-3.7.0.min.js,….jm.3deGTwDUc7.js:1 jQuery.Deferred exception: $(...).filedropbox is not a function TypeError: $(...).filedropbox is not a function
at HTMLDocument.<anonymous> (https://xxx/tickets.php:123:92)
at e (https://xxx/js/jquery-3.7.0.min.js,q0375576.pagespeed.jm.3deGTwDUc7.js:1:26990)
at t (https://xxx/js/jquery-3.7.0.min.js,q0375576.pagespeed.jm.3deGTwDUc7.js:1:27292) undefined

Uncaught TypeError: $(...).filedropbox is not a function
at HTMLDocument.<anonymous> (tickets.php:123:92)
at e (jquery-3.7.0.min.js,q0375576.pagespeed.jm.3deGTwDUc7.js:1:26990)
at t (jquery-3.7.0.min.js,q0375576.pagespeed.jm.3deGTwDUc7.js:1:27292)

No other logging occurs related to this other than the HTTP access logging:

[logs removed, contained sensitive information]

KevinTheJedi

drwhite

What if you drag the file manually and drop it within the attachment upload section?

Cheers.

drwhite

It opens or attempts to open the file in the browser.

KevinTheJedi

drwhite

Hmm, the only thing I can see that’s odd is the “pagespeed” part. Idk what that is and could be something hindering the jquery. Do you have any mods or anything or is it strictly vanilla?

Cheers.

drwhite

The only change is that file are saved to the file system and not the database. The confusing part is that it works fine as an agent and fails as a user. It would appear to be software permissions until you review the console and see the error there.

KevinTheJedi

drwhite

I only see one previous report of this from 2019/2020 and what they did to resolve it was to replace the codebase with a newer download:

https://forum.osticket.com/d/96559-resolved-attachment-does-not-work-for-users

Cheers.

drwhite

Thank you for your recommendations.

I will update the ticket if we are able to get this resolved.