[resolved] Upload Error Undefined 500

ikshf143

We deployed OsTicket version with the below config

osTicket Version v1.12.3 (bcf1a6f)
Web Server Software Microsoft-IIS/10.0 (Windows 2019)
MySQL Version 5.5.45
PHP Version 7.3.11

Everything else so far seems to be working fine but we are not able to upload files. Tried it as an agent and a user but get the same error.

In Event EventViewer get the below error

PHP Warning: PHP Startup: wincache: Unable to initialize module
Module compiled with build ID=API20180731,NTS,VC15
PHP compiled with build ID=API20180731,TS,VC15
These options need to match
("C:\Program Files\PHP\v7.3\php-cgi.exe")

On the browser I am try to access get the below error

POST https://helpdesk.xxxxxxxxx.xxx:4343/scp/ajax.php/form/upload/attach 500 filedrop.field.js?bcf1a6f:680

Please Help

ntozier

ikshf143 v1.12.3

Is there some reason why you would install such an old version?

ikshf143 PHP Warning: PHP Startup: wincache: Unable to initialize module
Module compiled with build ID=API20180731,NTS,VC15
PHP compiled with build ID=API20180731,TS,VC15
These options need to match
("C:\Program Files\PHP\v7.3\php-cgi.exe")

You appear to have a problem with your PHP settings, as it tells you that it cannot load a module. You will need to troubleshoot this before we can troubleshoot anything else.

ikshf143

I tried changing the storage to File Storage and database but still the same result.

ikshf143

This was deployed a while back for testing to see if we can use this for our needs but then the project went on the shelf and the VM was shutdown.

I am new to PHP and OsTicket. Can someone give me pointers on where or what to look for. Also should I use PHP 7.2 instead of 7.3?

ntozier

I would take the error that you posted and google it.

ikshf143

In an attempt to resolve the above issue with module load and attachments. We upgraded OsTicket to 1.14.1 and PHP to 7.4.2. After the upgrade the error went away regarding the module loading and we are able to attach files. But there seems to be a new problem now. We cannot attach .pdf and few other extensions as agent but others work like txt, xlsx, jpg, png.

The users can attach the same files while creating a ticket but Agents can't. When agents try to attach a pdf file and click post, the post if submitted but the attachment just disappears.,

ntozier

osTicket does not officially support PHP 7.4 at this time, so the problem might stem from that. We're still testing.

It works great with 5.6, 7.0, 7.1, 7.2, and 7.3.

How big are the attachments?
Allowable size is determined at: Admin panel -> Settings -> System down at the bottom of the page.

KevinTheJedi

@ikshf143

First apply this and retest:

https://github.com/osTicket/osTicket/pull/5226

If the issue still occurs, then, check the Ticket Attachment Settings (Admin Panel > Settings > Tickets > Settings > Attachments > Ticket Attachment Settings > Config), make sure there are no Restrictions, add .pdf to the Additional File Type Filters box, Save Changes, and retest.

Cheers.

ikshf143

After making the above changes I got the issue resolved upto a point where the staff is not able to upload .pdf but rest work, as long as .zip works. I can live with it

Not sure if I can continue in this post or create a new one. But seems like if I fix one thing, something else breaks. Now the system is not sending any Welcome Emails, Password reset emails or activation emails. This is for both User and Staff

ikshf143

We moved on to the latest version of OsTicket v14.1 and seems like the issue is resolved. This thread can be closed.