osTicket 1.18.2 Installation Issues

didierblaylock

Doing a fresh install of osTicket v1.18.2.
I get to the point where I'm entering the database creation info and I get the Error 500 "currently unable to handle request."

Windows server 2019
MySQL 8.0.37
MariaDB 11.4.2

I've checked php, IIS and Windows logs and found no errors.

Any assistance appreciated.

EDIT: Turned on error reporting in bootstrap.php and got the errors below.
Fatal error: Uncaught Error: Call to undefined function mysqli_init() in C:\inetpub\wwwroot\include\mysqli.php:28 Stack trace: #0 C:\inetpub\wwwroot\setup\inc\class.installer.php(94): db_connect() #1 C:\inetpub\wwwroot\setup\install.php(52): Installer->install() #2 {main} thrown in C:\inetpub\wwwroot\include\mysqli.php on line 28

KevinTheJedi

didierblaylock

So if that’s a real screenshot from the v1.18.2 installer then that’s an issue we need to address as the minimum supported PHP version is actually 8.2; 8.4 is recommended. Usually that error means the mysqli extension for PHP is not installed/enabled which is strange as the installer screenshot you show says it’s there. Regardless, you need to upgrade PHP, install the mysqli extension, and retry the install.

Cheers.

didierblaylock

Thanks for the quick response Kevin. I upgraded to 8.4.7 and now I'm getting a new error.

I've checked the permissions on web.config.
I've installed the .NET Extensibility feature.
Any ideas on where to go next?

KevinTheJedi

didierblaylock

You need to check your logs again for any new errors. If none, you can try the steps listed in the 500 error page's "Things you can try:" section.

Cheers.

didierblaylock

Ran through all of the steps in the Things you can try section. Finally got the failed request tracing set up and got the results in the attached file. Didn't really tell me anything but maybe it will mean something to one of you out in osTicket land. Any help would be great.

fr000001.zip

4kB

KevinTheJedi

didierblaylock

Please paste the relevant log contents here directly in the Forum.

Cheers.

didierblaylock

Latest update. I installed the latest version of Visual C++ Redistributable. After I restarted IIS, it took me back to the initial verification page that shows the extensions. I had to enable a few extensions that were working before but were apparently moved to PECL in PHP 8.4

I went the the database creation page and put my info in there. Below is the error I got.

PHP Fatal error: Uncaught mysqli_sql_exception: Unknown database 'helpdesk' in C:\inetpub\wwwroot\include\mysqli.php:163
Stack trace:
#0 C:\inetpub\wwwroot\include\mysqli.php(163): mysqli->select_db()
#1 C:\inetpub\wwwroot\setup\inc\class.installer.php(98): db_select_database()
#2 C:\inetpub\wwwroot\setup\install.php(52): Installer->install()
#3 {main}
thrown in C:\inetpub\wwwroot\include\mysqli.php on line 163

didierblaylock

I figured it out. I had to manually create the database. I was under the impression that the osTicket install script took care of that.
Biggest takeaway for future reference is make sure to always use the latest Visual C++ Redistributable. Would have saved me a ton of time.
Thanks for the quick responses KevinTheJedi.

KevinTheJedi

didierblaylock

It will try to create the database however if the user you are using doesn’t have the appropriate rights to do so it will fail.

Cheers.