Attachments suddenly not working on osTicket (v1.15.8)

jovanelitework

We’re experiencing an issue where attachments are no longer viewable in osTicket.

For the past few months, osTicket has been working normally and attachments (especially images) were displaying correctly in the web UI. However, recently, attachments are no longer visible when viewing or replying to tickets. The same attachments are visible when received via email, which suggests the files themselves are not corrupted.

When attempting to download ticket attachments, the system displays the error “Site wasn’t available.”

Additionally, when uploading an image to a ticket, the attachment appears to be broken and does not render correctly after upload.

However, when checking the ticket in my gmail, the attachments open normally:

Server Information

osTicket Version: v1.15.8 (0daca43) — up to date
Web Server: Apache
MySQL Version: 10.6.24
PHP Version: 7.4.33

Unfortunately, upgrading PHP or osTicket is not an option for us at the moment.

Troubleshooting Performed

No intentional configuration changes were made to osTicket prior to the issue.
Verified that attachment download URLs and hostnames have not changed.
Confirmed that requests to /support/file.php are reaching the origin server.
Cloudflare has been ruled out as a cause (no WAF blocks, challenges, or rate limits are being triggered).
The issue occurs even when accessing the origin server directly (bypassing Cloudflare).

Filesystem Storage Test

To rule out database-related attachment issues, I installed the Filesystem Storage plugin and configured osTicket to store new attachments directly on the server instead of the database.

Reference screenshot:

However, after testing with newly uploaded attachments, the behavior remains the same—attachments still fail to display in the osTicket UI.

Question

Given the above, do you have any insight into what could be causing attachments to suddenly stop working in osTicket v1.15.8?
Are there any known issues related to file.php, attachment handling, or PHP 7.4 that could explain this behavior even without recent configuration changes?
Any guidance or pointers would be greatly appreciated.

Thank you.

KevinTheJedi

jovanelitework

I hate to say, but 9/10 times when something “all of a sudden breaks” something changed. Whether that be browser related or server related or network related, etc.

Inspect the request in the browser and see if it’s returning any errors in the response. Also, edit your bootstrap.php file and set the display error options to 1 and seeing if anything is displayed.

Cheers.

jovanelitework

KevinTheJedi

I’ve checked the browser console as well as Bootstrap, and all I’m seeing are deprecation warnings. In the console, I only see HTTP 500 on file.php. So, I also edited class.file.php to force error display, but the behavior is the same. I attempted to address the reported issues, however the problem still persists and the attachments are not working.

Could you suggest other areas or logs that I should look into to further troubleshoot this? Or what seems to be causing this?

KevinTheJedi

jovanelitework

Okay so 500 is generic and means a deeper error is being thrown and should be logged in one of your various log files. It looks like you’ll have to track down all your log files and check every one of them for related errors. You can create a PHP Info file in the site directory that should show the configured error log path.

Cheers.

jovanelitework

Thanks for your guidance and response. I’ve identified the issue, and you were right—something in the code had changed. It’s working correctly now.