Stuck at OSTicket upgrader after system crash

hbuck

Hello all, thank you in advance for any possible help that may come up. I had a system crash and subsequent reboot and my data reverted back to 2024. By reboot, I mean just a power cycle. I restored my database, but now I am getting an osticket upgrader message, with nothing else changing. If I rename my restored database and use what came back, I can login just fine, but no current data. What is the recommended path forward?

This is an offline, self-hosted install.
Prior to crash, I was running 1.18.1
Ubuntu 22.04.4

As far as the server goes, nothing changed other than the system crashed and I rebooted the server.

hbuck

I will upload a picture of the error shortly.

KevinTheJedi

hbuck

Just to note, data reverting back in time in any case is not a symptom of anything with osTicket itself. That sounds like your server restored from a previous backup after the crash/reboot or something. But we will need exact errors to be able to help you narrow this down. When looking at the code you have is it v1.18.1 code or did that revert to a previous version as well?

Cheers.

hbuck

Kevin, you are correct, I renamed my backup database so I could use the default database and it says I am running 1.17.2. It was just a simple crash and reboot, I wonder how it restored like that. I presume I will just reinstall 18 and restore my database again.

KevinTheJedi

hbuck

The error from your screenshot is saying you cannot upgrade because you are currently using 1.18 schema signature. So It's likely you're already on 1.18.x and don't need to upgrade or you are on 1.17.x code but 1.18.x database which does not work. I would suggest moving all code out the site folder to a backup directory, uploading the latest 1.18.x code, restore your database, copy your include/ost-config.php file from the backup to the new include/ folder, and retest.

Cheers.

hbuck

Re-uploaded the 1.18 scripts and upload folders and it worked like a champ, thank you.

hbuck

Just discovered a new problem, I cannot edit or create new tickets. Trying to edit tickets, I get “Unable to lock the ticket. Someone else could be working on the same ticket.”
Trying to make a new ticket, I get “Access denied. Contact admin if you believe this is an error.

KevinTheJedi

hbuck

That could be a multitude of things. Can you run CHECK commands in the database on all tables and if any report issues run a REPAIR on each?

Cheers.

hbuck

All tables came back as status OK.

hbuck

I had one of my guys try to edit a ticket and it is saying I have the ticket locked on a specific ticket and then others they are getting the same errors I received.

KevinTheJedi

hbuck

Sounds like time is out of sync on the server/database or something or maybe code is messed up still?

Cheers.

hbuck

I reloaded everything, including the database and all is working. Thank you.

KevinTheJedi

hbuck

Hmm, then I would suspect it was the code being wonky. In my experience when odd things happen like that after deploying code it's almost always a copy/paste issue or files not being copied fully/correctly, etc. Usually not on the operator end just the woes of mass file moves from one place to another.

Cheers.

hbuck

For anyone coming after looking for the resolution, to my unique situation, I had to reupload the scripts / upload folders and database twice. As Kevin mentioned, something must have had a hiccup during the first attempt, but after discovering more strange issues, I completed process again.