Environment:

Ubuntu Server 24.04.2 LTS
Apache version: 2.4.58
Database: MariaDB 10.11.8
PHP Version: 8.3.6
osTicket Version: 1.18.2

Hello,

We’ve encountered an unusual issue with video file uploads in osTicket, and we’re hoping to get some insights from the community. The problem appears when attempting to upload MP4 files—while MOV files upload successfully, MP4 files fail without any apparent errors or logs.

Our users reported that uploading video files, specifically MP4s, fails during the upload process. To investigate, we used the following sample files for testing:

  • Sample MOV files from file-examples.com
  • Sample MP4 files from file-examples.com

When uploading the MOV files, everything works as expected. However, uploading the MP4 files results in failure with no errors recorded in the osTicket logs or server logs (as far as we’ve checked).

Potential Causes and Troubleshooting Steps

Since there are no errors being logged, we’re considering a few possible causes:

File Size Limits: Check PHP settings:
file_uploads = On
upload_tmp_dir = /tmp
upload_max_filesize = 2000M
max_file_uploads = 20

MIME Type Restrictions: There are no file types specified in osTicket’s attachment settings (see attached screenshots. Assuming this allows everything?

Permissions Issue: The web server has the necessary permissions to write MP4 files to the upload directory.

Server-Side Configuration: We could not find and restrictions in Apache's configuration to see if certain MIME types are being blocked.

osTicket Version Compatibility: Confirm whether the current osTicket version has any known issues with MP4 uploads. For example, this issue for osTicket:1.16.x seems to be resolved in 1.18.2.

We’d love to hear from the community if anyone has encountered similar issues or has suggestions for further troubleshooting. Please feel free to share your insights or solutions in the comments below.

Thanks for your help!

Best regards,
Nx

  • KevinTheJedi replied to this.

  • Hi KevinTheJedi,

    I wanted to give you an update – the issue was with the post_max_size, which was set to 8M. After changing it to 2000M, all uploads have succeeded without any issues.

    I completely missed that setting, so I feel a bit ashamed for not catching it earlier. Hopefully, this post will help others who run into a similar problem.

    Thanks again for your help and support throughout this process!

    Best regards,

    noxion

    What’s the file size of each file? 500 error indicates a deeper issue that should be logging an error somewhere (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.). Even though you increased PHP limits you have not confirmed if you’ve done the same for Apache’s file size, post size limit, etc.

    Cheers.

      Hi KevinTheJedi,

      Thanks for your reply!

      The file size of the MP4 file is around 17.4 MB, and the MOV file that uploads successfully is around 8 MB. After testing with the larger MOV file (around 105 MB), it does indeed seem like the file size is the primary issue. We’ve checked the PHP limits, but we haven’t specifically looked into Apache’s file size and post size limits yet, so we’ll focus on that next. Additionally, we'll take a closer look at the logs to see if any relevant errors can help us narrow things down further.

      Thanks again for your support so far. I'll report back with any useful findings when we find something.

      Appreciate your help!

      Hi KevinTheJedi,

      I wanted to give you an update – the issue was with the post_max_size, which was set to 8M. After changing it to 2000M, all uploads have succeeded without any issues.

      I completely missed that setting, so I feel a bit ashamed for not catching it earlier. Hopefully, this post will help others who run into a similar problem.

      Thanks again for your help and support throughout this process!

      Best regards,

        noxion

        Aye don't be hard on yourself as there is so much that goes into this stuff that the simplest of things can be overlooked super easily. Glad you got it resolved though!

        Cheers.

          Write a Reply...