Images Suddenly Stopped Displaying

AdenW

Just had an issue where all of a sudden about an hour ago inline images within tickets and our osTicket logo/login page background has suddenly stopped working.

There is nothing in Apache or PHP Error Logs. And the browser console is not showing any errors.

I thought this might have been something to do with the MySQL database size. So I've migrated all attachments from the database to filesystem, restarted everything, cleared cache, but just can't get images to show.

SSL certificate on the local server domain is fine too.

Anyone come across this before as I've spent over an hour trying to diagnose and resolve with no luck!

KevinTheJedi

AdenW

I would first make sure you upgrade to v1.18.1 to be up-to-date with latest patches, etc. Then I would look at the requests in the browser network tools to see if they are failing or what. If they are failing you can click on them and should see an error. If you don't then the error will be logged in one of the various logs on the server (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, etc.).

Cheers.

AdenW

Thanks, I'll try the upgrade in the morning and see where that goes.

Just very weird. Requests in the network tools are returning as 200 with no errors, and looking at all log files, I can't seem to find anything!

What is also more bizarre is even though we can't see inline images in tickets, if we reply and include the original message, the images do get emailed out - so definitely not a storage issue! It's just odd that is suddenly stopped! 😃

KevinTheJedi

AdenW

Do you use a shared host or anything? Did your server/webserver go through any updates recently? Have you tried clearing all cache/cookies/sessions or tried using an incognito/private window?

Cheers.

AdenW

It's an internal dedicated Windows server running latest version of XAMPP. No updates have been pushed out today.

Tried clearing cache/cookies, etc used incognito and used both Edge and Chrome and get the same results across multiple machines so ruled out a client-side issue.

AdenW

Seemed to just be any images that relies on the database (all other icons, etc show fine). For example, when right-clicking to copy the image link, this is what get's presented:

KevinTheJedi

AdenW

Hmmm...that doesn't really make much sense. The expiration date is good and everything. Have you searched for that file on the filesystem (where the key is the filename in the attachment folder) and it exists? Can you try migrating it back to the database to see if it starts working again? To do so go to the database, find that file record, copy the file's id, then go to the server, change directory to the osTicket directory, and migrate the file by using this command (replace /path/to/php with your relevant php command and replace file_id_here with the id you copied from the database):

/path/to/php manage.php file migrate -F file_id_here -b F -m D

To confirm that worked the command should output Migrated 1 file and in the db the file record should show a bk value of D. Then try accessing it in an incognito window and see.

Have y'all also tried from a different network and stuff?

Cheers.

AdenW

KevinTheJedi

So, I've run the command successfully and can see in the database the file now has a bk value of D. Restarted everything, cleared cache, etc, incognito - and still getting the exact same issue!

Think next step is a total re-install in a sub-folder and see what that looks like!

gamerclassn7

Hi KevinTheJedi , i ma not hijacking the thread since your fixes are already in production code, id you did not checked the version which can be downloaded, from OST download section. and even with those lines already included in OST i still did not get any image to show. I even tried to dump the data which should be decoded to image and deco them manually and i did not get any image i suspect this is a bug inside PHP where GD is used to display PNG image from raw content of image file. And everything AdenW described is perfectly fitting for my case.

gamerclassn7

@AdenW Did you manage to find solution ?
i created GB Issue since i was un able to find solution
https://github.com/osTicket/osTicket/issues/6764

KevinTheJedi

gamerclassn7

You issue is not related to this; don’t hijacker’s other people’s threads. See my comment in your issue on GitHub. You are missing a pull request that adds CSP headers.

Cheers.

KevinTheJedi

gamerclassn7

If the inline images are failing to load that can be a multitude of reasons. Do attached images work or both attached and inline images are broken? Do attached files work? Any other errors in any of your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.)?

Cheers.

gamerclassn7

KevinTheJedi No file exposed on frontend works, but correct files are visible and readable inside attachment folder, and in emails send, No errors different than unusual mail loop, etc. is visible in IIS, PHP manager, DB logs.

It seems like originally suggested the raw content of file accessed by file class can be decoded back to file. Interestingly i am able to replicate issue in test environment.

gamerclassn7

My setup is done on win server 2019 & IIS no customizations are applied, only some plugins which i use from start more that 2 years i think

Plugins:

KevinTheJedi

gamerclassn7

Hmm, with that in mind along with the fact that it “randomly stopped working” to me it sounds like something changed in your environment or setup. We use the same code in our cloud hosted SupportSystem. You can go create a trial and test it to see for yourself that the issue is not present. With that being said I’m not trying to discredit your issue just pointing out that I don’t think it’s a widespread issue; something that’s limited to you and @AdenW (so far).

Without errors and without being able to replicate we are blind as to what it could be. Keep digging for errors. If none, simply try adding debug statements to the code until you find where it’s failing. Another user has issues with files and IIS and they had to update their PHP configuration. But this was mainly for uploads not downloads but could be related potentially.

Cheers.

gamerclassn7

KevinTheJedi Hello that is not possible we are in high secure environment no changes were made otherwise our security department would go crazy. I suspect underling work with reding file and then displaying file with use of PHP and headers. I already done all troubleshooting steps you suggested without any luck 🙁 because files are read, encoded and then shown to browser correctly but browser just dont understand that content of response is file could this something to do with any changes on google/edge site ?

KevinTheJedi

gamerclassn7

If it was a browser specific issue then you'd see errors in the browser console logs.

Cheers.

gamerclassn7

KevinTheJedi
not necessarily right ? since server is returning 200 from PHP in that case even that base 64 content is send but is not valid. After some fiddling, i manage to get attachments forking by disabling plugin for saving file to FS, but images in thread still dont display dont even newly added once, so this problem is somehow affecting mainly images :/

KevinTheJedi

gamerclassn7

Sounds like a browser/header thing then. Are you certain there are nothing in the browser console logs?

Cheers.

gamerclassn7

KevinTheJedi yes i am certain.

This would be consistent with my initial question why it broke out of nowhere. browser are out of scope of environment and can differ. and i am running same version both in lab and production machines

gamerclassn7

Note: even if image is add as attachment after downloading it is broken file, how evert TXT zip and so on are working great 🙁 which is strange so maybe disabling of plugin is misleading.