@DaveA

If you do as @ntozier said and you still get an empty output then this is the issue. We use a third party PDF generator called mPDF and mPDF needs a temporary directory to put things whilst building the PDF. If your system has no temporary directory this will fail. In order for this to work you must configure PHP with a temporary directory. Almost 99% of the time there is already a temp directory configured so not sure if you guys deleted yours, changed permissions on yours, etc. but all you need to do is create a temp dir and configure PHP to use this as the temp directory.

Cheers.

side note: By default PHP ini has a tmp dir set last time I checked.

There is a temp directory, and just to eliminate any potential permissions issue, I went onto out Windows IIS Server (logged in as domain admin), and opend the website on there, and tried to print a ticket, and still got a 500 error.

Have checked the folder, and as an Admin on the server itself no reason that permissions should be an issue.

Can't see what has changed as we just did a straight upgrade from 1.10 and ticket printing was fine then....it was the one thing I didn't test on the system before upgrading the live one...

Other people who don't have the issue, are any of them running a wimp stack? (No not a wamp, we run a wimp windows, iis, MySQL, php)

Any ideas and all your help so far greatly appreciated...

Dave

Yes. I am run IIS 8.5 with PHP 7.2 and I do not have a problem with printing.

It does seem to take a little longer than it did previously though (but that might be just my perception).

Should point out, that I also ran this, as in the windows environment to ensure the files were not listed as blocked

dir -Path [directory path] -Recurse | Unblock-File

Thanks for everyone's helps o far, sadly no resolution yet....

a month later

Hi,
the same problem .
Clean installation v1.11 , only in English with PHP 5.6 or 7 SQL 5.6.36 and PDF does not work, open page with error 500 but with OsTicket 1.10 everything works fine. Solutions?
UP

    absolute Still the same issue and have yet to find a resolution

      Hi Kevin,
      my error:
      Warning: unlink(/tmp/sess_pu4rlc1eoq3s580adc53mjsa77): Operation not permitted in /home/www/web234/html/aftersalesservices/include/mpdf/vendor/mpdf/mpdf/src/Cache.php on line 95

      Warning: unlink(/tmp/sess_5243a79468c4d7d69ae74f8aa9f7778c): Operation not permitted in /home/www/web234/html/aftersalesservices/include/mpdf/vendor/mpdf/mpdf/src/Cache.php on line 95

      Warning: unlink(/tmp/tmp.rbuMe23399): Operation not permitted in /home/www/web234/html/aftersalesservices/include/mpdf/vendor/mpdf/mpdf/src/Cache.php on line 95

      Warning: unlink(/tmp/sess_b565e4e63284fbf77adad191d7c87749): Operation not permitted in /home/www/web234/html/aftersalesservices/include/mpdf/vendor/mpdf/mpdf/src/Cache.php on line 95

      Thanks

      unlink() is a PHP directive that deletes a file.
      sess_* is a session file.
      operation not permitted means that either PHP does not have permissions to remove the file it created [this could either be the folder that it resides in, the file permissions itself, or the ownership of the file], or you are some how blocking the directive from being run.

        ntozier
        Thanks Ntozier.

        With OsTicket 10.1 and 10.5, PDF printing works. With OsTicket 11.1 it does not work. The php temp directory of my server is called phptemp not tmp. Can this be the problem? I can't edit that folder. Can I change the location of this temporary folder somewhere?
        Thank you.

          Please check the php.ini file to see what your tmp folder is actually called and where it is located.

          Either mpdf is using the wrong tmp folder or php is...

          Hi,

          I had the same issue, for me it seemed to be the "open_basedir" restriction, even if I had the Php /tmp/ dir writeable and in my Php.ini for the specific site,

          Perhaps not the solution, but when I set "open_basedir none" it works, although I really do not like this setting from a Security Point of View....

          But it is a step forward perhaps, in troubleshooting ?

          Edit:
          When setting the open_base paths back and have the correct dirs setup and permissions, the 500 Internal Error comes back, when trying to print..

          @absolute

          Change the owner of the directory "/path/to/osticket/include/mpdf/vendor/mpdf/mpdf/tmp/" to the webserver user/group; this should resolve the permissions issue. I had to run the following command:

          $ chown apache:apache /path/to/osticket/include/mpdf/vendor/mpdf/mpdf/tmp/

          This may differ for your server so please lookup the right way to change ownerships on your server.

          In tandem with this, you will need to apply these pull requests:
          - https://github.com/osTicket/osTicket/pull/4815
          - https://github.com/osTicket/osTicket/pull/4814

          After all this you should be able to print PDF no problem.

          Cheers.

            10 days later

            KevinTheJedi
            Hi Kevin and thanks for your assistance.
            I made the two fixes you reported and my Host manager told me that the permissions are correct. I'm attaching JPGs of permits, are they correct?
            I have clean installation but it doesn't work, the PDF doesn't print, thanks.

              @absolute

              Then you should be receiving an error in your Apache/PHP error logs. We need these errors for further assistance.

              Cheers.

                6 days later

                Hi,
                osticket uses the system temp folder for generating the pdf and not mpdf/tmp. So check what sys_get_temp_dir() returns for you and set the permissions for osticket on that folder, or use the 'sys_temp_dir' ini directive to set it to a folder that is writable.

                a month later

                KevinTheJedi

                Hi Kevin, mi log error:

                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] PHP Fatal error: Uncaught RuntimeException: SplFileInfo::isFile(): open_basedir restriction in effect. File(/tmp/mysql.sock) is not within the allowed path(s): (/home/www/:/tmp:/usr/local/php7/lib/php/) in /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Cache.php:92, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] Stack trace:, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] #0 /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Cache.php(92): SplFileInfo->isFile(), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] #1 /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(9392): Mpdf\Cache->clearOld(), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] #2 /home/www/web234/html/test/include/class.pdf.php(51): Mpdf\Mpdf->Output('Ticket-ABS45483...', 'S'), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] #3 /home/www/web234/html/test/include/class.ticket.php(3125): mPDFWithLocalImages->output('Ticket-ABS45483...', 'S'), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] #4 /home/www/web234/html/test/scp/tickets.php(498): Ticket->pdfExport('A4', '0'), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] #5 {main}, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:27 2019] [error] [client 89.97.217.102] thrown in /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Cache.php on line 92, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:32 2019] [error] [client 89.97.217.102] PHP Warning: Invalid argument supplied for foreach() in /home/www/web234/html/test/include/staff/templates/queue-tickets.tmpl.php on line 393, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] PHP Fatal error: Uncaught RuntimeException: SplFileInfo::isFile(): open_basedir restriction in effect. File(/tmp/mysql.sock) is not within the allowed path(s): (/home/www/:/tmp:/usr/local/php7/lib/php/) in /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Cache.php:92, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] Stack trace:, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] #0 /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Cache.php(92): SplFileInfo->isFile(), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] #1 /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Mpdf.php(9392): Mpdf\Cache->clearOld(), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] #2 /home/www/web234/html/test/include/class.pdf.php(51): Mpdf\Mpdf->Output('Ticket-ABS45483...', 'S'), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] #3 /home/www/web234/html/test/include/class.ticket.php(3125): mPDFWithLocalImages->output('Ticket-ABS45483...', 'S'), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] #4 /home/www/web234/html/test/scp/tickets.php(498): Ticket->pdfExport('A4', '1'), referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] #5 {main}, referer: http://test.absyachts.com/scp/tickets.php?id=87
                [Tue May 07 17:50:37 2019] [error] [client 89.97.217.102] thrown in /home/www/web234/html/test/include/mpdf/vendor/mpdf/mpdf/src/Cache.php on line 92, referer: http://test.absyachts.com/scp/tickets.php?id=87

                  If I comment the function as below it deletes the session links in / tmp, work! Can I leave it like this or write without deleting it in the / tmp?
                  Thank

                  /** @var \DirectoryIterator $item */
	//foreach ($iterator as $item) {

                  // if (!$item->isDot()
                  // && $item->isFile()
                  // && !$this->isDotFile($item)
                  // && $this->isOld($item)) {
                  //
                  // unlink($item->getPathname());
                  // }
                  // }