rgonig2
To rule out the server incompatible, why don't you set up the osTicket locally and do the upgrade, then upload to live server?
Setup XAMPP or something similar: https://howtohelpdesk.com/install-xampp-on-windows-10/

Then setup osTicket, like you would in your server, and restore backup v1.10.4 and upgrade
If everything goes well then take a backup and upload to live server and restore the database

    4 days later

    Okay, so, back again. Even trying to install the LDAP authentication plugin on a new install of osTicket on a completely new server still produces this issue. I'm still unable to tell if the issue is cPanel, Softaculous, or something else.

    Anyone have any final thoughts? This feels like a dead end at this point.

    Maybe nuke it from orbit.

    And manually install things.
    See if that works.

      ntozier Tried by manual, again, no luck.

      For what it's worth, I noticed that when I install the plugin in v1.11 (and it immediately goes "defunct-missing"), it does create an entry in the ostum_plugins table, but there are no corresponding rows with namespace=id in the ostum_config table. Dunno if that's diagnostically useful, but I'm out of literally all other ideas, especially considering it appears that no one else is having this issue.

        I just tried to install the AD plugin and had the same result rgonig2. Fresh install in cPanel environment and I have never used the AD plugin before. PHP 7.1 (7.1.26) As soon as I installed the plugin, I got defunct-missing. The only remedy was to delete the plugin from the filesystem and delete the record in the plugin table...though I don't know what else breaks when you delete the record.

        Sadly, I can't use the AD plugin at the moment. I would really like to. My university campus frowns upon non-SSO accounts. Wish there was a plugin that used shibboleth as that would be the best option.

          awstech I'm in the exact same situation here: Shibboleth SSO here with restrictions on local credentials.

          This leads me to suspect that there is an issue not with osTicket, but with cPanel (considering we both have the same issue, and non cPanel users are not reporting the issue). Unclear what exactly the issue there might be though....

            @awstech and @rgonig2
            When you get the error "(defunct — missing)", if you click on that what you see?
            normally it means you don't have correct permission or that plugin is not incorrect path: /include/plugins

            rgonig2
            Are you able to delete it from GUI and delete directory in plugin too and re-add it

              Attempting to delete via GUI causes 500 server error.

              Deleting plugin in directory has no effect, deleting relevant rows in ost_plugins and ost_config table removes plugin.

                rgonig2
                I noticed earlier post when KevinTheJedi asked to run command it said permission denied
                That means you need to run the command as sudo like
                $ sudo chmod -R 0644 include/plugins/
                $ sudo chown -R www-data:www-data include/plugins

                You need to make sure you are in current location or use full path

                Restart Apache and retest

                      ramrajone Please read the rest of the thread. I am an end user at my institution, and the server I am hosting on is provided via cPanel. As previously mentioned, I am not able to reset Apache, as this service is maintained at the institution level cPanel and institution admins. The path was not an issue.

                      As for the perms issue in the first place, the auth-ldap.phar file has a numerical value of 0644 and is owned by the service user.

                          Hi,

                          We apologize for the inconvenience caused to you.

                          However @rgonig2 has opened a ticket with us highlighting this issue to us.
                          We made a test installation of the old version i.e v1.10.4 and had LDAP plugin installed and then upgraded the installation to v1.11 via Softaculous itself and the plugin post upgrade was listed properly.

                          We request all users on this thread, if they have any issues with the installation/upgrade made via Softaculous to open a ticket with us so that we can check this for you.
                          https://www.softaculous.com/support/

                          We request for ticket because we may need some more details like the installation details OR the control panel login in order to check this further for you.

                          Also we follow the standard upgrade procedure which is given by the OSTicket itself.

                          Thank you.

                            rgonig2
                            Well, based on all things you tried, it seems the issue is permission related as suggested report bug to them softaculous and your issue should be fixed

                            This is what I was pointing out in my last response, even though you had run the command, but show Permission denied:

                                ntozier Probably as resolved as it's gonna get, since it appears not to be an issue with osTicket, but some aspect of cPanel/Softaculous

                                  ntozier If you'd like, unless you can think of any devs who might be able to provide insight into how osTicket loads plugins, and in particular what services are used to do so? I ask because my institution added me to their cPanel dev environment, and there are no issues there, which leads me to believe there must be some difference between the two environments in what osTicket needs to load and run plugins, the trick is just figuring out what...

                                    I have an idea.

                                    Can you:
                                    remove the plugin.
                                    unphar the plugin and put that directory in your /plugins folder?

                                    Just to confirm:

                                    Remove auth-ldap.phar from include/plugins
                                    Unpack auth-ldap.phar
                                    Place unpacked filed back into include/plugins

                                    Nothing with tables.