Tickets suddenly fail to get updated & blank pages in backend when opening tickets

rotelocke

Hi everyoneFirst here is our system info:osTicket-Version

v1.9.11 (c1b5a33)

Server-Software

Apache

MySQL-Version

5.1.73

PHP-Version

5.4.45Since tonight our ticket system has stopped to properly create tickets. We didn't change any settings in the past weeks and I also checked that the cronjob is running properly.The problem is that we can only see the last ticket created via email sometime during the night. When we click on any ticket we get a blank page, when we try to delete, edit, etc. a ticket it doesn't work as in nothing happens when we click "save".I checked the tables and can see that in ost_ticket there actually are new entries beyond the last ticket visible in the agent area but in the colum "updated" the entry is always 000-00-00 00 so I guess tickets are being pulled but not processed properly.Could it be that an in any way "bad" email (charset, malware, whatever) stops osTicket from finishing the process or working properly. Did anyone have had a similar problem or has an any idea on how to proceed to get things working again w.o. falling back to a backup?Thanks!

rotelocke

I forgot to mention that we are using the plugin for storing file attachments outside the data base

rotelocke

By now I have reuploaded all osTicket-files to the server and installed a DB backup from the night before, when everything was still working. However I still get blank pages when I try to open a ticket.I have not tested if tickets are actually processed correctly as I have not reenabled the cronjob, which I intend to do as soon as I get the first problem sorted.Any ideas on what might be the cause of such problems?

ntozier

>> However I still get blank pages when I try to open a ticket.>> Any ideas on what might be the cause of such problems?Blank pages indicate a PHP error. I would recommend that you look at your PHP error log and see whats there.Have you upgraded any software (such as Apache, or PHP) recently?

rotelocke

OK, it's official - I am no longer friends with 1and1... have I ever even been? Turns out you have to manually set a php-version for each domain in their backend. That was not the case here and after playing around and setting that to 5.6 for lack of other ideas... everthing works again - wow!Nothing in the scarce logs, no other errors, nothing to hint to that. Issue resolved by pure chance.If you have the same issue don't forget to change the php-version in crontab as well. For me that was usr/local/bin/php5.5 because of course .../php5.6 is not found. Make sense? No? Well, that's 1and1 for you.

ntozier

Well that sounds frustrating for sure, but at least you got it fixed! :)Thanks for posting your fix here, hopefully if someone else runs into something similar this will help them also.

dklein

Just wanted to say thank you very much for sharing this. It seems that 1and1 zapped me too and I would never have found my way back without this post.

RicKro

same here. osticket just stopped opening new or existing tickets. after hours of troubleshooting I changed the php version via the 1and1 control panel for this subdomain to 5.6 and everything worked.Thanks for posting!