Remote mailbox HTTP Error 500 when saving...

KevinTheJedi

Check your web server error logs and PHP error logs for any related errors.

Cheers.

elviolmp

Ok... my user can't access logs folder (0751)... I asked to my host admin to change permission to logs dir.

elviolmp

Well... Yesterday I searched and found another free help desk app that also uses OAuth. I followed the same procedure... I registered the app, got the ID, keys, secrets, authentication, tokens, URI, etc. I went back to the app, configured SMTP (everything was fine)... I configured POP3 to use OAuth authentication, and it failed to authenticate with OAuth. So I started wondering where this problem could be? I haven't been able to come to a conclusion yet.

KevinTheJedi

elviolmp

Error 500 is a generic error that hints at an underlying fatal error. You really need to get your logs as it will tell you what’s happening.

Cheers.

elviolmp

Ok... I have update in bootstrap.php ini_set('display_errors',1) and ini_set('display_startup_errors',1).. after this, I get this message:

Fatal error: Uncaught mysqli_sql_exception: MySQL server has gone away in /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/mysqli.php:211 Stack trace: 
#0 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/mysqli.php(211): mysqli->ping() 
#1 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(3482): db_query('SELECT A1.* FRO...', true, true) 
#2 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(3529): MySqlExecutor->execute() 
#3 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(2010): MySqlExecutor->getArray() 
#4 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(2054): ModelInstanceManager->{closure}() 
#5 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(2033): CallbackSimpleIterator->next() 
#6 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(2042): CallbackSimpleIterator->rewind() 
#7 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(1713): CallbackSimpleIterator->valid() 
#8 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(1723): CachedResultSet->fillTo(9223372036854775807) 
#9 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(1337): CachedResultSet->asArray() 
#10 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(1360): QuerySet->all() 
#11 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(606): QuerySet->one() 
#12 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(381): VerySimpleModel::lookup(Array) 
#13 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(417): VerySimpleModel->get('smtp', NULL) 
#14 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.email.php(210): VerySimpleModel->__get('smtp') 
#15 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.email.php(327): Email->getSmtpAccount() 
#16 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/scp/emails.php(35): Email->update(Array, Array) 
#17 {main} thrown in /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/mysqli.php on line 211

Fatal error: Uncaught mysqli_sql_exception: MySQL server has gone away in /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/mysqli.php:211 Stack trace: 
#0 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/mysqli.php(211): mysqli->ping() 
#1 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(3482): db_query('UPDATE `ost_ses...', true, true) 
#2 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.orm.php(658): MySqlExecutor->execute() 
#3 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.ostsession.php(379): VerySimpleModel->save(false) 
#4 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.ostsession.php(369): DatabaseSessionRecord->save() 
#5 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.ostsession.php(552): DatabaseSessionRecord->commit() 
#6 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.session.php(349): DatabaseSessionStorageBackend->saveRecord(Object(AnnotatedModel___DatabaseSessionRecord)) 
#7 /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/class.session.php(281): osTicket\Session\AbstractSessionStorageBackend->update('6bb8868231a475e...', 'csrf|a:2:{s:5:"...') #8 [internal function]: osTicket\Session\AbstractSessionHandler->write('6bb8868231a475e...', 'csrf|a:2:{s:5:"...') 
#9 [internal function]: session_write_close() #10 {main} thrown in /home/storage/2/3b/1b/teste101/public_html/chamado/upload/include/mysqli.php on line 211

... and token was generated correctly:

KevinTheJedi

elviolmp

Your database is crashing on simple SQL queries. Reach out to your host and provide them with these errors so they can look deeper into the issue. They may need to address a hardware issue, may need more resources on the server, may need to repair the table in the database, etc. They’ll have access to the backend logs and investigate this better.

Cheers.

elviolmp

KevinTheJedi ...

Ok... I suggested the following:
.. for MySQL:
wait_timeout=90
net_read_timeout=90
net_write_timeout=90
interactive_timeout=300
connect_timeout=90
max_allowed_packet=512M

... for PHP:
mysql.connect_timeout=90
mysql.allow_persistent=1
default_socket_timeout=90
max_execution_time = 90
max_input_time = 90

...if you have any other suggestions, please feel free to suggest them.

KevinTheJedi

elviolmp

My only recommendation is to reach out to your host and have them review. I don’t run your server so I can’t investigate your MySQL instance or anything so I’d simply be guessing; possibly leading you down the wrong path.

Cheers.

elviolmp

Some questions... while my host is working... I have listed some large tables as you can see below:

... ... specially ost_file_chunk ... this table has the files attached on the e-mails and answers ?
Would it be possible to execute a "delete * from" on this table? (Obviously, the content isn't of interest to me anymore, of course!)
Also, I don't quite understand the function of the "ost__search" table... it doesn't have auto-increment, which seems like a table that can have its contents completely deleted without compromising foreign key data... could a "delete " be performed on this one as well?
Just asking to try to lighten the load on the database.
The error message contains the initial part of a select statement: "SELECT A1. FRO..."... searching, I saw that other people had something similar to this error, such as in the thread:
https://forum.osticket.com/u/HansAlbers (Sep 2, 2025)
... could it be something like that?

KevinTheJedi

elviolmp

No, never do a blind delete on anything in the database. There are so many relations that will fail, cause errors, etc. if you blindly delete data without also deleting related data. This is especially true with file/attachment records. These can be inline in thread entries, faqs, canned responses, etc. It's super hard to drill those down and remove those references manually so it's always best to leave it to the system itself.

As far as the search table goes, it actually helps improve performance with searches/lookups as it contains all searchable data so the system doesn't have to scan many, many tables and rows. It's not recommended to delete that table. You can reindex it to see if slims it down a little by deleting all data in the table, going to the _config table, finding the config record where namespace equals mysqlsearch, setting the value to 1, and running cron manually a bunch of times until it gets set back to 0 automatically.

Cheers.

elviolmp

Ok... values changed.... now... I have de message...

cannot connect to host; error = stream_socket_client(): Unable to connect to ssl://outlook.office365.com:995 (Connection timed out) (errno = 0 )

...my host is probably blocking port 995.... is this correct ?

KevinTheJedi

elviolmp

Why are you using POP? Use port 993 with IMAP. That's the more modern protocol over POP3.

Cheers.

elviolmp

Well, I spoke with my hosting provider, and it seems like there's something related to the OAuth2 communication service and email authentication, and somewhere in between, something in the hosting provider's policies is blocking communication. So they're looking into it to help resolve the issue.