Troubles with attachments larger than 1500KB

KevinTheJedi

Have you taken an example blank email and viewed the raw contents to see if it’s truly completely blank or maybe contains some sort of error or maybe it’s malformed and the content isn’t visible because of that?

And you’re positive there are zero logs in all relevant logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.)? Like there is nothing about any timeouts or anything being logged?

Cheers.

ColorFlakes

There is nothing related in the osTicket logs.
I don't see anything in the System and Application logs in the Event Viewer.
There is nothing out of the ordinary in the IIS logs.
The PHP error log is clean.
Nothing sticks out in the MySQL log file. But I could be looking in the wrong spot.

This is all I see in the Browser Console:

The email looks empty to me. This is from the properties on the User side:

KevinTheJedi

ColorFlakes

That’s just the headers, not the content which isn’t of much help unfortunately. I removed them for privacy purposes.

Yea that’s just flat out odd. I can’t replicate this obviously so it’ll be hard on my end without logs or at least something to go on. I would suggest increasing all PHP and IIS timeouts, restart the web server, and retest. All I’m seeing online for this kind of thing on IIS with PHP is timeout stuff; PHP timing out or IIS timing out.

Cheers.

KevinTheJedi

ColorFlakes

Also, when this happens (ie. when you post a reply with a 1.6 MB file or whatever) does it take a while for the loading screen to exit or anything? Does it immediately post the reply?

Cheers.

ColorFlakes

I increased the timeouts and there was no change.

I tried a larger file, about 4.8MB. It took about a second to post the reply.

I also tried a 7.5MB file and got this in a different reply and got this ;

KevinTheJedi

ColorFlakes

Does the file show as attached to the reply in the UI when the email is blank?

Cheers.

ColorFlakes

Yes it does

KevinTheJedi

ColorFlakes

Are you certain your SMTP is setup and working as intended? Can you view the _email_account table to see if there are any last_error_msg or anything?

Cheers.

ColorFlakes

Please excuse my ignorance. I'm not sure how to answer that question. This is all I see:

KevinTheJedi

ColorFlakes

Go to that table and view the records within it. Find the records associated with the email in question (where email_id equals the ID of the email) and see if the corresponding smtp record has a value in the last_error_msg column.

SELECT * FROM ost_email_account ORDER BY email_id;

Cheers.

ColorFlakes

This issue was solved by updating the sys_temp_dir path in the PHP.ini and giving that path proper permissions.

KevinTheJedi

ColorFlakes

Ahhh, so it was the infamous PHP system temp dir issue. 🤦‍♂️ I would've never guessed that. As why would files less than a certain size work but not files bigger than that? I guess your environment uses a different location for larger files or something? Anywho, glad you got this resolved!

Cheers.