White Screen/500 Error on Submission

HPHOA

Hello. We have had OSTicket for many years without issues. The end of March, we upgraded to 1.11 and still not issues until today (and we didn't change anything in OSTicket nor our hosting, that we know of).

ISSUE 1: White Screen/500 Error Upon Submission
Users are able to go through the ticket submission process, but when they hit submit, it shows a white screen (Chrome/Safari) or 500 Error (Edge). The ticket's contents show up as a new ticket. So, it's as if the confirmation screen is failing.

ISSUE 2: Confirmation Emails Are Not Going Out.
While the ticket IS being created, the users are not receiving their confirmation email. In looking at the OSTicket Logs, there is "Mailer Error" from a couple days ago - Unable to email via php mail function: mail() returned failure.

Here are the specifications of the site:
Site: http://hamptonplace.org/DesignReview
PHP: 7.2.16
MySQL: 5.5.60
OSTicket: v1.11 (d4e240b) — Up to date

Any assistance would be greatly appreciated!

-Brad

c0nfus3d

eeewww plain text login. Why no SSL? (https://)

For the first issue, other than checking your error logs, you can try changing line 32 of bootstrap.php from ini_set('display_errors', '0'); to ini_set('display_errors', '1'); so it will display any errors for you?

For your second issue, do you have sendmail installed and configured on your server?

ntozier

Please consult your PHP and [unknown] webserver error logs.

HPHOA

Once I saw the logs, I was able to google the actual error log and found the solution.

https://forum.osticket.com/d/89632-resolved-v110-email-template-issues-classormphp-throws-exception-gt-objectnotunique

Specifically:

Per the posts author (and was applicable to me too)

There were two files in the database with the exact same key!!! One has been there since day one and one was apparently created as part of the upgrade. I used the partial key name that was showing in the PHP error (b56944cb4722cc5...) and searched the file table. Bingo - two files with the same key!! It was the powered-by-osticket.png image. I deleted the newest one.

Thanks for your assistance in getting me on a path to a solution!

Brad