Broken Images

ospaul

I've been reading other posts about images not being shown in the tickets within the OSTicket GUI. We have the same issue on v1.18.1

Our email notifications have the images, and I can see that the images are making their way into the file system but are broken in the GUI

I did try changing the PHP v from 8.1 to 8.2 (as it supports it apparently) and the site doesn't load anything - a blank page

Wondering if there's anything we can do here? Maybe it's the DB version/engine?

Paul

Server Information
Item Detail
Apache Version 2.4.62
Database Version 8.0.39-cll-lve
Architecture x86_64
Operating System linux
Path to Sendmail /usr/sbin/sendmail
Path to Perl /usr/bin/perl
Perl Version 5.26.3
Kernel Version 4.18.0-553.8.1.lve.el8.x86_64

OST Server Information
osTicket Version v1.18.1 (0375576) — Up to date
Web Server Software LiteSpeed
MySQL Version 8.0.39
PHP Version 8.1.29
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone UTC
Database Information and Usage
Schema bowersup_support (localhost)
Schema Signature 5fb92bef17f3b603659e024c01cc7a59
Space Used 62.65 MiB
Space for Attachments 0.00 MiB
Timezone UTC

Installed Language Packs
English (United Kingdom) — en_GB Verified
en_GB — include/i18n/en_GB.phar
Version: 158808, for version v1.14
Built: Fri, 01 May 20 17:53:46 +0000
English (United States)
en_US — include/i18n/en_US
italiano (Italian) — it_IT Verified
it — include/i18n/it.phar
Version: 158808, for version v1.14
Built: Fri, 01 May 20 17:55:54 +0000

KevinTheJedi

ospaul

So are these email created messages or messages added via the UI? Check your various logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.

Also, I noticed you said you can see the files “making their way into the file system”. Do you mean you have the Attachments on the Filesystem plugin installed? If not, what do you mean by this?

Cheers.

ospaul

KevinTheJedi thanks for helping,

Messages being sent by emails into OST (we can see the images if we open the mailbox directly before OST grabs and deletes them), and also messages being created in the GUI (notes and responses)

Yes we're using the attachments to file plugin which I also reuploaded to see if it was that, and our server team have reported further issues, but was having the Error500 before this. Perhaps the entire install is a little sideways.. maybe the below has some clues? the LIB directory for example!

We've checked the error logs and below are the logs:
[13-Sep-2024 15:22:06 UTC] PHP Fatal error: Uncaught Error: Failed opening required '/home/user/public_html/lib/setup.php' (include_path='./:/home/user/public_html/include/:/home/user/public_html/include/pear/') in /home/user/public_html/config.php:29 Stack trace:
0 phar:///home/user/public_html/include/plugins/audit.phar/audit.php(4): require_once()
1 /home/user/public_html/include/class.plugin.php(706): include_once('phar:///home/bo...')
2 /home/user/public_html/include/class.plugin.php(223): Plugin->getImpl()
3 /home/user/public_html/include/class.plugin.php(194): PluginManager::allInstalled()
4 /home/user/public_html/include/class.osticket.php(685): PluginManager->bootstrap()
5 /home/user/public_html/main.inc.php(34): osTicket::start()
6 /home/user/public_html/client.inc.php(21): require_once('/home/user/...')
7 /home/user/public_html/index.php(16): require('/home/user/...')
8 {main}
thrown in /home/user/public_html/config.php on line 29
As you can see, there's an uncaught error that talks about "Failed opening required..." and the file that we failed to open is setup.php. For some reasons, we can't locate setup.php since this folder "lib" is missing in /home/user/public_html/ folder directory. We've really checked all the folders inside public_html and we can't seem to find the folder "lib".

will look at server logs shortly.

Jsezze

Maybe the same issue I got last year is about the setting from the system, cancel the checkbox for Require login to view any attachments you can try from your side.

ospaul

Jsezze thanks for the help. That was ticked so I've unticked it and still can't see the images from my test - I was hoping so much for that to be the issue!

KevinTheJedi

ospaul

That’s complaining about a path missing from the system $PATH variable. For this it’s specifically the Audit plugin so download latest build and reinstall that.

As for the files keep checking all other logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.

Cheers.

ospaul

so i ended up deleting the entire file system, and uploading a fresh set of files, copied the ost-config.php back, the site has loaded, but only the top part when I'm n the /scp admin UI, and also if I open a ticket on the agent side!

nothing below the navigation appears??

(Thats with no plugins, and also the latest plugin files downloaded today. )

ospaul

i've rolled back to the previous version (with no images or homepage)

KevinTheJedi

ospaul

You would simply need to check your various error logs to find a related error.

Cheers.

ospaul

Its been quicker to install a fresh site, on a fresh cpanel, and manually copy and paste the settings from old to new. the problem is in the DB somewhere, as when I export the DB and import into a fresh, the issue continues.

Its taken a day, but I had spent a day trying to fix it (refreshing code, deleting plugins (and removing db entries about plugins) and just about everything... sadly nothing in the logs.

its been a nightmare, but we're finally on the latest version.

i guess its good to get rid of old canned responses, teams, agents etc.

KevinTheJedi

ospaul

Sounds like either kissing/corrupt files on the filesystem, or incorrect permissions/ownership, or something along those lines. Did you check permissions and ownership and to see if the file actually exists?

Cheers.

douglasgb

I found a solution. In my case, the issue was with the C:/Windows/Temp folder, which is the temporary folder used by IIS/PHP. I granted full permissions to the IIS users (IUSR, IIS_IUSRS, NETWORK SERVICE) on this folder. After that, the pasted image started showing up again.