Unable to login after update to 1.14.1 on Synology

Divided_79

I’m running OSticket on a Synology with DSM 6.2.2 and yesterday Osticket got auto-updated to version 1.14.1 (thou the package center claims that the latest available version is 1.10.1) and then stopped working.
Instead of the old start screen there is now a login page that looks like the backend login page did before.
But I can’t login. Nothing happens when I enter my credentials, no error messages what so ever.
It also changes the url to “IP-address/osticket/upload/scp/login.php”, not sure if it use to do that before.
In my troubleshooting I changed PHP to 7.2 and I updated MariaDB, but so far nothing helped

The credentials I tried are booth the root and my LDAP admin.
Any suggestions?

R4LRetro

I also have this issue. If I go to http://hostname/osticket/upload/login.php and try to log in as a user instead of an agent, I get a HTTP ERROR 500, IP-Adress is currently unable to handle this request.

The scp login just doesn't respond to anything. I've taken OSTicket offline and put it back online again and that let me log in once as an agent but not anymore.

R4LRetro

UPDATE: We got ours working again! We use the AD/LDAP plugin for user logins, and saw that no name servers were listed. I added our two DCs to the list and we're good to go again. I don't know if you have the same environment but if so give that a shot!

Divided_79

R4LRetro Where did you add the name servers? We use the AD/LDAP plugin as well so it sounds like a good thing to try out, but I can't access osticket at all.
Browsing http://hostname/osticket/upload/login.php givs the offline and maintenance page.

R4LRetro

Divided_79 Log in with the admin account. That always has access to the page.

In the AD/LDAP plugin settings, look for LDAP servers. Add your domain controllers there. If all goes well, you will get a success status when applying the changes and log-ins should work.

ntozier

@Divided_79 you would want to go to your staff control panel /SCP
http://hostname/osticket/scp
or
http://hostname/osticket/upload/scp

I'm not sure why the upload folder is there. might be because the Synlogy version doesn't upload the contents of the upload folder and just uploaded the folder itself. /shrug.

Divided_79

I finally managed to reset the root account to Mariadb10 and I noticed that the user accounts looked strange.
I have one account that I at some point added when installing osTicket, but it had no privileges.

I changed it now, but it hade like no rights what so ever.
I don't know what this should look like when everything works like normal, but I got a feeling that there are things missing.
ntozier Do you have the possibility to check in your end if this is what it is suppose to look like or if something is broken?

Divided_79

I see, and that is exactly my problem, admin login do not work.
Nothing happens when I try to login, no loading, no errors, no nothing. It's like the login button is dead.

I use an address like support.hostname.com and before the update you landed on a page where you could sign in, or read guides and so on.
After the update to 1.14, browsing the exact same adress redirects you to the IP-address (http://192.168.2.24/osticket/upload/scp/login.php) instead of the hostname and the staff login page is shown. The one with the nice background.
And I can't login.

I get the feeling that it somehow lost it's connection to the database?

I tried these addresses as well.
http://hostname/osticket/scp (404-page)
http://hostname/osticket/upload/scp (staff page but with the "dead" login button)

Divided_79

I'm really stuck.
Just for the fun of it I made a backup and restored it to another Synology NAS, but with the same result. So there is something bad with either osticket it self or the connection to the database.
As I mention before it redirects me to the scp.
http://192.168.2.24/osticket/upload/ gets redirected to http://192.168.2.24/osticket/upload/scp/login.php .
And I can't login.

And no, I don't have a working backup. My earlier backups contains no data what so ever.... Of course.

R4LRetro

Divided_79 Do you have any other software on your Synology that uses a database? We use GLPI, and after OSTicket was upgraded, GLPI was asking me to upgrade its database. I did, and then I was able to access OSTicket with our admin account. It could be a shot in the dark, but if you have no other option...