[resolved] Problem with images attached to tickets

LucasPereira

We have a problem where we can't see the images attached to the tickets.
Even by downloading them or opening in a new tab, the images are appearing corrupted.

ntozier

Was this working before?
If so was something changed? If not is this a new install?
Are your attachments stored in the database or filesystem?
When you try to go to the image what error are you seeing?
Are you seeing any Apache or PHP errors?

LucasPereira

Yes, it was working until 12/30/2019
Nothing has changed since the day it was working. And it is not a new installation.
Now they are stored in the filesystem, but I tested with files stored in the database and the same problem occurred.
When I try to open the image in another browser tab the following error appears:

When I download the image and try to open it, the following message appears

There are no errors in both Apache and PHP logs.

KevinTheJedi

@LucasPereira

Seems like the system cannot find the files based on the File not found message being returned.

Something must've changed since that date as you said it was working previously.

Cheers.

KevinTheJedi

@LucasPereira

You can confirm the file exists in the database/filesystem by looking at the thread entry in the ost_thread_entry table, grabbing the cid: from the broken image, and lookup the file in the ost_file table where key = the cid:. If you are using the FS then do the same except find a file on the filesystem where the file name = the cid:.

Cheers.

LucasPereira

I searched based on the instructions you gave me and the files exist in the database and file system.
I'll get some more information to see what is causing this problem.
Thanks for your help so far.

LucasPereira

You can end this thread. I did a fresh install of OsTicket and the problem no longer occurred.