404 Error when refreshing tickets

Mcrowshaw

When I click to refresh the tickets, it throws a 404 error. Oddly there seems to be another level of directory added to the URL, which is causing the fault. Here's the end of the refresh request URL: scp/scp/index.php? I think it should be: scp/index.php? I recently migrated to this new server and the issue began then - worked great on the previous server (Win 2012). All other functions seem to work fine. I upgraded to latest version in the hopes that that would resolve the issue, but it did not.The install is very generic running on Windows 2012R2Any suggestions? Thanks!

ntozier

You have not provided us with enough information to assist you. Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.Version of osTicket?Webserver software?What does "click to refresh the tickets" actually mean? (i.e. What are you clicking?)Have you checked your PHP and Webserver error logs?

Mcrowshaw

Hi - sorry if I was vague.Here's some more details, hopefully they will be sufficient:* osTicket (v1.9.14)* IIS version 8, Windows Server 2012R2* No web log entries of any significance* Plesk 12.0.18* Plesk PHP V5.3Notes:1) Since migrating to this new server, there are two issues, this 404 error and inability to fetch emails, I'll just focus on the 404 issue for this thread.2) I was running a previous version of OS Ticket, and upgraded to 1.9 partially in the hopes that it would resolve the issue, it did not.Issue Description: While in the agent panel, if the agent clicks the refresh link ("Open Tickets - Showing X of X) at the top of the open tickets screen the result is the 404 Not Found error.The url it looks for is http://mydomain.com/scp/scp/index.php and it should be http://mydomain.com/scp/index.phpI have no idea how that extra /scp got in there - the directory structure does not contain that extra /scp subdirectory. I've compared the directory structure to the old (working) copy and they both are identical. It appeared after migration to the new server, however other links within the software all seem to work as expected.As mentioned previously, I hoped that an upgrade might fix the issue, however it did not.Thank you,Matt

ntozier

Ummm if you are getting a 404 (not found) there most certainly IS a web error log entry. Showing what was requested, the time, the path, etc.What happens if you pull the web.config out of the folder (or rename it). It sounds to me like you have a web.config redirect or something...

Mcrowshaw

Thanks for the follow up.I checked the old server, and the web.config file was renamed web.config.txt, so taking your advice, I renamed the web.config. I then logged back in and got the same error.PHP logging was turned off, thus no log. However, I've turned it back on, created a log, and then turned it off. The log is attached, with my domain replaced with generic domain name. Thank you!

[OSTicketLog.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/35/444e4965e63ff8e84eca1904257ae1.txt)

ntozier

404's would be logged in your webserver error logs.As far as the attached PHP error log, I do not see any PHP errors that would be show stoppers (a lot of STRICT and NOTICEs though).Do you have to start/stop the site for the web.config change to register? I can't remember on IIS.

Mcrowshaw

I recycled the IIS app pool and restarted the site, and re-enabled IIS logging, and got some results - in the attached file.Thank you!

[OSTicketLog IIS Log.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/91/004274c15601b54bee119afe98b212.txt)

ntozier

Does this happen if you go to SERVER.IP.ADD.RESS/scp?Any chance that you have you defined ROOT_PATH in your ost-config.php? (this sounds similar to a bug reported back on 1.7).

Mcrowshaw

The site is on a shared IP, so I can't go directly to the site that way.This is what I see in the config file (certain parts I've redacted for security purposes):#Disable direct access.define('ROOT_PATH', '/osticket/');if(!strcasecmp(basename($_SERVER),basename(__FILE__)) || !defined('ROOT_PATH')) die('kwaheri rafiki!');#Install flagdefine('OSTINSTALLED',TRUE);if(OSTINSTALLED!=TRUE){ if(!file_exists(ROOT_PATH.'setup/install.php')) die('Error: Contact system admin.'); //Something is really wrong! //Invoke the installer. header('Location: '.ROOT_PATH.'setup/install.php'); exit;}# Encrypt/Decrypt secret key - randomly generated during installation.define('SECRET_SALT','REDACTED');#Default admin email. Used only on db connection issues and related alerts.define('ADMIN_EMAIL','REDACTED');#Mysql Login infodefine('DBTYPE','mysql');define('DBHOST','localhost');define('DBNAME','osticket_4');define('DBUSER','REDACTED');define('DBPASS','REDACTED!');#Table prefixdefine('TABLE_PREFIX','');define('APS_UPGRADE','On');error_reporting(0);?>

ntozier

I don't see anything wrong. I wonder if it is something with the shared envionrment webserver config.