HTTP 500 error when printing tickets

highl1 · May 22, 2020

We were running 1.10 with PHP 5.6 for quite some time, and then we upgraded two-three weeks ago.
At the moment, system is the following:

CentOS 7
PHP 7.3.17
MySQL 5.6.44

Error we get when printing tickets in the logs is:
PHP Fatal error: Uncaught Error: Class 'Aws\S3\S3Client' not found in phar:///var/www/html/osticket/upload/include/plugins/storage-s3.phar/storage.php:36\nStack trace:\n#0 /var/www/html/osticket/upload/include/class.file.php(742): S3StorageBackend->__construct(Object(AttachmentFile))\n#1 /var/www/html/osticket/upload/include/class.file.php(109): FileStorageBackend::getInstance(Object(AttachmentFile))\n#2 /var/www/html/osticket/upload/include/class.file.php(113): AttachmentFile->open()\n#3 /var/www/html/osticket/upload/include/class.file.php(131): AttachmentFile->sendData(false)\n#4 /var/www/html/osticket/upload/include/class.pdf.php(45): AttachmentFile->getData()\n#5 [internal function]: mPDFWithLocalImages->{closure}(Array)\n#6 /var/www/html/osticket/upload/include/class.pdf.php(48): preg_replace_callback('/"cid[\\w.-]{3...', Object(Closure), '<html>\n\n<head>\n...')\n#7 /var/www/html/osticket/upload/include/class.pdf.php(101): mPDFWithLocalImages->WriteHtml('<html>\n\n<head>\n...', 0, true, true)\n#8 /var/www/html/osticket/upload/i in phar:///var/www/html/osticket/upload/include/plugins/storage-s3.phar/storage.php on line 36, referer: https://our-url.com/scp/tickets.php?id=158833
Also, this warning appears before the error:
PHP Warning: is_file(): Unable to find the wrapper "phar" - did you forget to enable it when you configured PHP? in phar:///var/www/html/osticket/upload/include/plugins/storage-s3.phar/lib/Symfony/Component/ClassLoader/UniversalClassLoader.php on line 286, referer: https://our-url.com/scp/tickets.php?id=158833

I assume something is happening with PHP after the upgrade, but I am not sure what exactly, since I have no clue about PHP
I've attached screenshots of the Dashboard - > Information page and Phar properties from phpinfo()

We're using S3 plugin for the attachments from the beginning, and we have no problems retrieving those attachments. Also, just for test, I've tried to re-save S3 access keys on the plugin page, and it also worked, didn't give me any error. I've checked the MD5 on the S3 plugin that I've used with 1.10 (and I copied that one to the upgrades of 1.12.5 and 1.14.1) and the MD5 of the S3 plugin from the website, and they're the same. I didn't have the guts to disable or delete the plugin, and then to reconfigure it from scratch

Thanks in advance for your help!

ntozier · May 22, 2020

When you upgraded osTicket, did you also upgrade the Storage::Attachments in Amazon S3 plugin?

@KevinTheJedi thoughts?

KevinTheJedi · May 22, 2020

@highl1

I would recommend upgrading the plugin as well. Just seems odd that it can't find a class within the PHAR archive that is installed. Maybe try restarting PHP-FPM (if installed) and restarting Apache. Also, try removing the OPCache extension for PHP and retest. Maybe it's a bug with OPCache as I saw an article on PHP's forum where OPCache was messing with PHAR wrappers and throwing the same error.

Cheers.

highl1 · May 22, 2020

ntozier I've left these settings as they were

And I've downloaded v1.12.5 and v1.14.1 zip files from the osTicket website with the included plugin, but I don't think plugin changed recently? Or I am not getting what you're asking me
Settings - > System - > Store Attachments is set up to my S3 bucket, as it was before. The only change I recently did to it was to increase attachment size to 10 MB via php.ini

highl1 · May 22, 2020

KevinTheJedi PHP-FPM is not installed, and I've just now removed yum remove php-opcache and restarted httpd, but the error stays the same.
To upgrade the plugin, I just download the latest from https://osticket.com/download/#ostPlugin and replace phar file in include/plugins folder?

KevinTheJedi · May 22, 2020

@highl1

Re-installing the plugin ensures the old one you currently have was not corrupted in any way.

Yes, you can move the old phar somewhere to keep as a backup, then you just move the new one into the include/plugins/ folder.

Cheers.

KevinTheJedi · May 22, 2020

@highl1

Maybe there is an issue with the specific build of PHP you installed?

Cheers.

psyborgison · May 22, 2020

I am having similar issue ( no 500 error just white screen ) - and in error_log:
am testing upgrade.

PHP 7.2.31
osticket-14.2
s3 plugin was re-built.

[Fri May 22 11:34:11.231083 2020] [php7:warn] [pid 10576] [client 192.168.1.5:50388] PHP Warning: is_file(): Unable to find the wrapper "phar" - did you forget to enable it when you configured PHP? in /var/www/html/awesome/include/UniversalClassLoader.php on line 286, referer: http://192.168.1.15/awesome/scp/tickets.php?id=8674
[Fri May 22 11:34:11.231188 2020] [php7:error] [pid 10576] [client 192.168.1.5:50388] PHP Fatal error: Uncaught Error: Class 'Aws\S3\S3Client' not found in phar:///var/www/html/awesome/include/plugins/storage-s3.phar/storage.php:38\nStack trace:\n#0 /var/www/html/awesome/include/class.file.php(742): S3StorageBackend->__construct(Object(AttachmentFile))\n#1 /var/www/html/awesome/include/class.file.php(109): FileStorageBackend::getInstance(Object(AttachmentFile))\n#2 /var/www/html/awesome/include/class.file.php(113): AttachmentFile->open()\n#3 /var/www/html/awesome/include/class.file.php(131): AttachmentFile->sendData(false)\n#4 /var/www/html/awesome/include/class.pdf.php(45): AttachmentFile->getData()\n#5 [internal function]: mPDFWithLocalImages->{closure}(Array)\n#6 /var/www/html/awesome/include/class.pdf.php(48): preg_replace_callback('/"cid[\\w.-]{3...', Object(Closure), '<html>\n\n<head>\n...')\n#7 /var/www/html/awesome/include/class.pdf.php(101): mPDFWithLocalImages->WriteHtml('<html>\n\n<head>\n...', 0, true, true)\n#8 /var/www/html/awesome/include/class.pdf.php(78): Ticket2PDF->_print()\n#9 /var/www/html/awesome/ in phar:///var/www/html/awesome/include/plugins/storage-s3.phar/storage.php on line 38, referer: http://192.168.1.15/awesome/scp/tickets.php?id=8674

psyborgison · May 22, 2020

psyborgison
After installing PHP_Compat tickets print with s3 attachments.

I found people with similar errors that tried installing PHPUnit -

#pear install PHPUnit
WARNING: "pear/PHPUnit" is deprecated in favor of "channel://pear.phpunit.de/PHPUnit"
WARNING: channel "pear.php.net" has updated its protocols, use "pear channel-update pear.php.net" to update
Did not download dependencies: pear/PHP_Compat, use --alldeps or --onlyreqdeps to download automatically
pear/PHPUnit requires PHP (version >= 4.1.0, version <= 6.0.0), installed version is 7.2.31
pear/PHPUnit requires PHP (version >= 4.3.0, version <= 6.0.0), installed version is 7.2.31
pear/PHPUnit can optionally use package "pear/PHP_Compat"
No valid packages found
install failed

pear install pear/PHP_Compat

WARNING: channel "pear.php.net" has updated its protocols, use "pear channel-update pear.php.net" to update
downloading PHP_Compat-1.5.0.tgz ...
Starting to download PHP_Compat-1.5.0.tgz (44,939 bytes)
............done: 44,939 bytes
install ok: channel://pear.php.net/PHP_Compat-1.5.0

highl1 · May 24, 2020

@KevinTheJedi I've tried updating the plugin, it's the same situation. My PHP release is php-7.3.18-1.el7.remi.x86_64, when updating PHP I assumed Remi is the stable release channel?
@psyborgison unfortunately, this didn't help me. I've run the command pear install pear/PHP_Compat, restarted Apache, but the error is the same in the logs. Any other thing I should do here, besides installing PHP_Compat via PEAR?

highl1 · May 28, 2020

any other ideas, friends?

psyborgison · May 28, 2020

@highl1 Actually looks like the issue returned. My php knowledge is limited.
Am continuing to search.

psyborgison · May 28, 2020

@highl1
I disabled the phar version of the storage-s3 plugin from core-plugins
and re-enabled as just the directory ( instead of phar )
and now am able to print -

This is how we previously had setup plugins.

psyborgison · May 28, 2020

after disabling the phar version - i had to remove it from the plugin directory -
or got white screen.

highl1 · May 28, 2020

psyborgison can you please explain me these steps more in detail? You went to Admin panel, and Manage - > Plugins, and then disabled the plugin, and reenabled it or something else? I am quite not that familiar with osTicket, so have to ask every thing in detail

psyborgison · May 28, 2020

highl1
via GUI - I first disabled the current plugin (Admin->Manage->plugin)
the phar version -

then login to server: and 
"cd /var/www/html/xxxx/include/plugins"
mkdir disabled
mv s3-storage.phar disabled
cp -rp core-utils/s3-storage s3-storage ( copies the directory to plugins dir)

then go back to GUI and click add plugin
it should see the directory -
click add, and then re-configure

psyborgison · May 28, 2020

i'll continue searching for a way to solve issue. As what have done is a work-around.
PHP Warning: is_file(): Unable to find the wrapper phar; - did you forget to enable it when you configured PHP?

I am on remi-php72 centos 7

php -i|grep -i phar
Registered PHP Streams => https, ftps, compress.zlib, php, file, glob, data, http, ftp, compress.bzip2, phar, sqlsrv, zip
Phar
Phar: PHP Archive support => enabled
Phar EXT version => 2.0.2
Phar API version => 1.1.1
Phar-based phar archives => enabled
Tar-based phar archives => enabled
ZIP-based phar archives => enabled
Phar based on pear/PHP_Archive, original concept by Davey Shafik.
Phar fully realized by Gregory Beaver and Marcus Boerger.
phar.cache_list => no value => no value
phar.readonly => On => On
phar.require_hash => On => On

rpm -qa|grep php
php-fedora-autoloader-1.0.1-2.el7.noarch
php72-runtime-2.0-1.el7.remi.x86_64
php-brumann-polyfill-unserialize-1.0.4-1.el7.noarch
php-pdo-7.2.31-1.el7.remi.x86_64
php-mysqlnd-7.2.31-1.el7.remi.x86_64
php-mbstring-7.2.31-1.el7.remi.x86_64
php-intl-7.2.31-1.el7.remi.x86_64
php72-unit-php-1.17.0-1.el7.remi.x86_64
php-pecl-apcu-5.1.18-1.el7.remi.7.2.x86_64
php-pecl-zip-1.18.2-1.el7.remi.7.2.x86_64
php-sqlsrv-5.8.1-1.el7.remi.7.2.x86_64
php72-php-json-7.2.31-1.el7.remi.x86_64
php72-php-fpm-7.2.31-1.el7.remi.x86_64
php-typo3-phar-stream-wrapper2-2.1.3-1.el7.noarch
php-common-7.2.31-1.el7.remi.x86_64
php-cli-7.2.31-1.el7.remi.x86_64
php-7.2.31-1.el7.remi.x86_64
php-odbc-7.2.31-1.el7.remi.x86_64
php-imap-7.2.31-1.el7.remi.x86_64
php-process-7.2.31-1.el7.remi.x86_64
php-xml-7.2.31-1.el7.remi.x86_64
php72-php-embedded-7.2.31-1.el7.remi.x86_64
php-fpm-7.2.31-1.el7.remi.x86_64
php-pear-1.10.12-1.el7.remi.noarch
php72-php-common-7.2.31-1.el7.remi.x86_64
php-json-7.2.31-1.el7.remi.x86_64
php-devel-7.2.31-1.el7.remi.x86_64
php-pdo-dblib-7.2.31-1.el7.remi.x86_64
php-gd-7.2.31-1.el7.remi.x86_64
php72-php-cli-7.2.31-1.el7.remi.x86_64

highl1 · May 28, 2020

psyborgison where did you find this core-utils folder? or you mean I should grab the entire storage-s3 folder from here https://github.com/osTicket/osTicket-plugins/tree/develop/storage-s3 and put instead of phar file?

psyborgison · May 28, 2020

highl1
I guess a phar file is essentially a php tar file.

Download the plugins directory:
https://github.com/osTicket/osTicket-plugins
git clone https://github.com/osTicket/osTicket-plugins
I think i renamed the directory core-utils.
from in there run :
php make.php hydrate ( to download 3rd party libraries )
Then you can copy the directory s3-storage into plugins

From the README.md

Core plugins for osTicket

Core plugins for osTicket-1.8 and onward

Installing

Clone this repo or download the zip file and place the contents into your
include/plugins folder

After cloning, hydrate the repo by downloading the third-party library
dependencies.

php make.php hydrate

highl1 · Jun 2, 2020

@psyborgison thanks, that did the trick! I have the feature of printing tickets working again