Print ticket error 500

vanotti

Good morning all,
I have OSTicket v 1.12 installed on linux Plesk host.
When i push PRINT ticket i give this error:
HTTP ERROR 500

Can you please help me.
Tnx

ntozier

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.

Environment details?
[Unknown] webserver error logs?

vanotti

Informazioni su questa installazione di osTicket
Informazioni sul server
Versione osTicket v1.12 (a076918) — Aggiornato
Web Server Software Microsoft-IIS/8.5
Versione MySQL 5.6.44
Versione PHP 7.1.30
Estensioni PHP
gdlib Utilizzato per la manipolazione delle immagini e stampa PDF
imap Usata per il fetching mail
xml API XML
xml-dom Utilizzato per l'elaborazione di e-mail HTML
json Migliora le prestazioni di creazione ed elaborazione di JSON
mbstring Altamente raccomandato per contenuti in lingua dell'est europa
phar Altamente raccomandato per plugin e language packs
intl Altamente raccomandato per contenuti in lingua dell'est europa
fileinfo Usato per rilevare i tipi di file in upload
APCu Migliora le performace globali
Zend Opcache Migliora le performace globali
Impostazioni PHP
cgi.fix_pathinfo "1" è consigliato se l'AJAX non funziona
date.timezone UTC
Informazioni uso del Database
Schema h498802_osticket_a (localhost)
Firma Schema 00c949a623b82848baaf3480b51307e3
Spazio utilizzato 2,89 MiB
Spazio per allegati 0,03 MiB
Fuso orario W. Europe Daylight Time (Interpretato come Europe/Berlin)

Language Pack installati
English - US (English)
en_US — include/i18n/en_US
Italiano (Italian) — it_IT
it — include/i18n/it
Versione: 154948, for version v1.10
Costruito: Wed, 06 Feb 19 21:18:59 +0000

ntozier

You appear to be using a theme mod. Please restore default archive files and see if that fixes the issue.

you can get them from:
https://osticket.com/download

Also IIS access/error logs showing the error?

vanotti

ntozier the error had always appeared with the official version. The mod did not generate this error.

unfortunately I don't have access to the log iis

ntozier

I run multiple 1.12 sites under IIS 8.5 and do not have the problem you are describing.

Without the logs and without the removal of the theme modification, there really isn't anything that we can do to assist you.

vanotti

ntozier
could you kindly tell me where to retrieve the log iis inside plesk?

I asked the provider for support to let me access the LOG folder .. I await their reply

vanotti

ntozier
I have find log:

PHP Fatal error: Trait 'setasign\Fpdi\FpdiTrait' not found in D:\home\virtware.it\supporto.virtware.it\include\mpdf\vendor\mpdf\mpdf\src\FpdiTrait.php on line 24.

CAN NOW YOU HELP ME?

Below my FpdiTrait.php:

1) <?php

namespace Mpdf;

use setasign\Fpdi\PdfParser\CrossReference\CrossReferenceException;
use setasign\Fpdi\PdfParser\Filter\AsciiHex;
use setasign\Fpdi\PdfParser\Type\PdfArray;
use setasign\Fpdi\PdfParser\Type\PdfIndirectObjectReference;
use setasign\Fpdi\PdfReader\PageBoundaries;
use setasign\Fpdi\PdfParser\Type\PdfHexString;
use setasign\Fpdi\PdfParser\Type\PdfIndirectObject;
use setasign\Fpdi\PdfParser\Type\PdfNull;
use setasign\Fpdi\PdfParser\Type\PdfNumeric;
use setasign\Fpdi\PdfParser\Type\PdfStream;
use setasign\Fpdi\PdfParser\Type\PdfString;
use setasign\Fpdi\PdfParser\Type\PdfType;
use setasign\Fpdi\PdfParser\Type\PdfTypeException;

/**
@mixin Mpdf
/
trait FpdiTrait
{
(24) use \setasign\Fpdi\FpdiTrait {
writePdfType as fpdiWritePdfType;
useImportedPage as fpdiUseImportedPage;
importPage as fpdiImportPage;

ntozier

Did you remove the theme mod?

vanotti

ntozier
yes man i have do it. and i have all permission

KevinTheJedi

@vanotti

I cannot reproduce this using php 5.6 nor 7.3.

I would restore to default files (aka remove ANY mods you have) and ensure all files/folders have appropriate ownership/permissions.

Cheers.

vanotti

any ideas?

ntozier

Neither the devs nor I can reproduce this. So either you have not removed the theme mod and that is doing it or there is a problem with your environment.

vanotti

i hawe reinstall osticket.
now i get:
2019-07-30 15:57:45 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:45 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:47 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:49 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:50 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:51 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:52 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:54 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error
2019-07-30 15:57:54 PHP Fatal error: Class 'Mpdf\Mpdf' not found in D:\home\virtware.it\supporto.virtware.it\include\class.pdf.php on line 22 php_error

ntozier

Your server is not allowing access to the /tmp folder. (see open_basedir) You would have to add the path to the open_basedir directive in php.ini and restart the webserver.

vanotti 2019-07-30 15:57:45 PHP Warning: file_exists(): open_basedir restriction in effect. File(D:/home/virtware.it) is not within the allowed path(s): (D:/home//virtware.it\;C:\Windows\Temp) in D:\home\virtware.it\supporto.virtware.it\include\class.translation.php on line 738 php_error

vanotti

osticket is installed in a arubabusiness host.
i have a limit acces only in plesk. i think i can' t do it.
but in plesk i have this:

ntozier

You would want to talk to your host about adding the path.