Access denied on admin page on fresh installation

marronero

Hi! I'm using osTicket for a while, and I'm deploying new fresh installation for the last version, but I'm having a problem: after fresh installation I can't login using the admin user (only user I have at this point). I get "Access denied".

I tried to create a new standard user and activate the account on database and with this user I can login.

I tried to deploy into several servers: Linux using MySQL and Apache installed, Linux using Docker (currently I've an old instance of osTicket with Docker) and Windows using Wamp and Xampp, trying with MySQL local server and using the MySQL from Wamp/Xampp too. I all cases I try different Apache versions and MySQL, and I get always the same error.

Please, can anybody help me?

Edit: I tried with different PHP 7.4.X versions.

Thanks a lot!

KevinTheJedi

@marronero

Try logging in with the email address, not the username.

Cheers.

marronero

Hi Kevin. Thanks for your response.

I tried to access using email instead username but in this case I not receive any error message, the login page seems just reloads and show me the message "Authentication required". If I try to put a wrong email/pass combination I receive the "Access denied" message, but if the combination email/pass is correct the page just reloads and ask me credentials again.

I don't know if the problem can be with the dabatase (version, mariadb/mysql), but I tried different options and combinations, but with no solution.

I will check the code and try to degub some steps.

Thanks again.

Regards.

ntozier

I would check the Mysql Error logs, and PHP error logs first.

It might also be helpful if we knew exactly what your server environment is.

Webserver Software (and ver)
PHP ver
MySQL ver

marronero

Hi!

Both MySQL and PHP has not generate any error in this process, but the MySQL logs are these depending on the type of login:

-----------Valid email and valid pass-----------
210225 11:42:32 13 Connect support@localhost as anonymous on 13 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = '', SESSION TIME_ZONE = SYSTEM 13 Query SET NAMES utf8 13 Query SET AUTOCOMMIT=1 13 Init DB support 13 Query SELECTostversionFROM ost_config WHERE id=1 13 Query SELECT A1.*, A1.session_expire< NOW() ASis_expiredFROMost_sessionA1 WHERE A1.session_id= 'mf7df596b45qivkua40n5299ou' 13 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'core') __ 13 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'core' 13 Query SELECT * FROM ost_plugin 13 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'mysqlsearch') __ 13 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'mysqlsearch' 13 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_content' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 13 Query SELECT A1.id, A1.isactive, A1.type, A1.name, A1.body, A1.notes, A1.created, A1.updatedFROMost_contentA1 WHERE A1.type= 'banner-staff' ORDER BY A1.nameASC 13 Query SELECT backend FROM ost_staff WHERE backend IS NOT NULL AND (username='a@a.com' OR email='a@a.com') 13 Query SELECT A1.* FROMost_staffA1 WHERE A1.email= 'a@a.com' 13 Query UPDATE ost_staff SET lastlogin=NOW() WHERE staff_id=1 13 Query SELECT backend FROM ost_staff WHERE backend IS NOT NULL AND staff_id=1 13 Query SELECT A1.* FROMost_staffA1 WHERE A1.staff_id= 1 13 Query DELETE FROM ost_config WHEREnamespace="pwreset" ANDvalue=1 13 Query UPDATEost_staffSETlastlogin= NOW(),updated= NOW() WHEREost_staff.staff_id= 1 LIMIT 1 13 Query SELECT A1.* FROMost_staffA1 WHERE A1.staff_id= 1 13 Query UPDATEost_sessionSETsession_data= 'csrf|a:2:{s:5:\"token\";s:40:\"0e0892a368ad6177def43b509cd28580c61f19f2\";s:4:\"time\";i:1614249752;}_staff|a:1:{s:4:\"auth\";a:2:{s:4:\"dest\";s:12:\"/upload/scp/\";s:3:\"msg\";s:23:\"Authentication Required\";}}_auth|a:2:{s:5:\"staff\";a:2:{s:2:\"id\";i:1;s:3:\"key\";s:12:\"local:123456\";}s:4:\"user\";a:1:{s:7:\"strikes\";i:2;}}:token|a:1:{s:5:\"staff\";s:76:\"3adee4df2f35115c583a0cfcab3ffde6:1614249752:837ec5754f503cfaaee0929fd48974e7\";}',session_expire= (NOW() + INTERVAL 86400 SECOND) WHEREost_session.session_id= 'mf7df596b45qivkua40n5299ou' LIMIT 1 13 Quit 14 Connect support@localhost as anonymous on 14 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = '', SESSION TIME_ZONE = SYSTEM 14 Query SET NAMES utf8 14 Query SET AUTOCOMMIT=1 14 Init DB support 14 Query SELECTostversionFROM ost_config WHERE id=1 14 Query SELECT A1.*, A1.session_expire< NOW() ASis_expiredFROMost_sessionA1 WHERE A1.session_id= 'mf7df596b45qivkua40n5299ou' 14 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'core') __ 14 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'core' 14 Query SELECT * FROM ost_plugin 14 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'mysqlsearch') __ 14 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'mysqlsearch' 14 Query SELECT A1.* FROMost_staffA1 WHERE A1.staff_id= '123456' 14 Query UPDATEost_sessionSETsession_expire= (NOW() + INTERVAL 86400 SECOND) WHEREost_session.session_id= 'mf7df596b45qivkua40n5299ou' LIMIT 1 14 Quit 15 Connect support@localhost as anonymous on 15 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = '', SESSION TIME_ZONE = SYSTEM 15 Query SET NAMES utf8 15 Query SET AUTOCOMMIT=1 15 Init DB support 15 Query SELECTostversionFROM ost_config WHERE id=1 15 Query SELECT A1.*, A1.session_expire< NOW() ASis_expiredFROMost_sessionA1 WHERE A1.session_id= 'mf7df596b45qivkua40n5299ou' 15 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'core') __ 15 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'core' 15 Query SELECT * FROM ost_plugin 15 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'mysqlsearch') __ 15 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'mysqlsearch' 15 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_content' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 15 Query SELECT A1.id, A1.isactive, A1.type, A1.name, A1.body, A1.notes, A1.created, A1.updatedFROMost_contentA1 WHERE A1.type= 'banner-staff' ORDER BY A1.nameASC 15 Query SELECT A1.* FROMost_translationA1 WHERE A1.type= 'article' AND A1.object_hash= 'fbc461165bd79c3b' 15 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_form_entry' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 15 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_form' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 15 Query SELECT A1.id, A1.form_id, A1.object_id, A1.object_type, A1.sort, A1.extra, A1.created, A1.updated, A2.id, A2.pid, A2.type, A2.flags, A2.title, A2.instructions, A2.name, A2.notes, A2.created, A2.updatedFROMost_form_entryA1 LEFT JOINost_formA2 ON (A1.form_id= A2.id) WHERE A1.object_type= 'C' ORDER BY A1.sortASC 15 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_form_entry_values' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 15 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_form_field' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 15 Query SELECT A1.entry_id, A1.field_id, A1.value, A1.value_id, A2.id, A2.form_id, A2.flags, A2.type, A2.label, A2.name, A2.configuration, A2.sort, A2.hint, A2.created, A2.updatedFROMost_form_entry_valuesA1 JOINost_form_fieldA2 ON (A1.field_id= A2.id) WHERE A1.entry_id= 2 ORDER BY A2.sortASC 15 Query SELECT A1.* FROMost_listA1 ORDER BY A1.nameASC 15 Query SELECT A1.* FROMost_translationA1 WHERE A1.lang= 'en_US' AND A1.type= 'phrase' 15 Query UPDATEost_sessionSETsession_expire= (NOW() + INTERVAL 86400 SECOND) WHEREost_session.session_id= 'mf7df596b45qivkua40n5299ou' LIMIT 1 15 Quit

-----------Valid username and valid pass-----------
210225 11:43:35 16 Connect support@localhost as anonymous on 16 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = '', SESSION TIME_ZONE = SYSTEM 16 Query SET NAMES utf8 16 Query SET AUTOCOMMIT=1 16 Init DB support 16 Query SELECTostversionFROM ost_config WHERE id=1 16 Query SELECT A1.*, A1.session_expire< NOW() ASis_expiredFROMost_sessionA1 WHERE A1.session_id= 'mf7df596b45qivkua40n5299ou' 16 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'core') __ 16 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'core' 16 Query SELECT * FROM ost_plugin 16 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'mysqlsearch') __ 16 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'mysqlsearch' 16 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_content' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 16 Query SELECT A1.id, A1.isactive, A1.type, A1.name, A1.body, A1.notes, A1.created, A1.updatedFROMost_contentA1 WHERE A1.type= 'banner-staff' ORDER BY A1.nameASC 16 Query SELECT backend FROM ost_staff WHERE backend IS NOT NULL AND staff_id=123456 16 Query SELECT A1.* FROMost_staffA1 WHERE A1.staff_id= '123456' 16 Query UPDATEost_sessionSETsession_data= 'csrf|a:2:{s:5:\"token\";s:40:\"0e0892a368ad6177def43b509cd28580c61f19f2\";s:4:\"time\";i:1614249815;}_staff|a:1:{s:4:\"auth\";a:2:{s:4:\"dest\";s:12:\"/upload/scp/\";s:3:\"msg\";s:23:\"Authentication Required\";}}_auth|a:2:{s:5:\"staff\";a:3:{s:2:\"id\";i:1;s:3:\"key\";s:12:\"local:123456\";s:7:\"strikes\";i:1;}s:4:\"user\";a:1:{s:7:\"strikes\";i:2;}}:token|a:1:{s:5:\"staff\";s:76:\"3adee4df2f35115c583a0cfcab3ffde6:1614249752:837ec5754f503cfaaee0929fd48974e7\";}',session_expire= (NOW() + INTERVAL 86400 SECOND) WHEREost_session.session_id= 'mf7df596b45qivkua40n5299ou' LIMIT 1 16 Quit

-----------Valid email and invalid pass-----------
210225 11:46:34 18 Connect support@localhost as anonymous on 18 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = '', SESSION TIME_ZONE = SYSTEM 18 Query SET NAMES utf8 18 Query SET AUTOCOMMIT=1 18 Init DB support 18 Query SELECTostversionFROM ost_config WHERE id=1 18 Query SELECT A1.*, A1.session_expire< NOW() ASis_expiredFROMost_sessionA1 WHERE A1.session_id= 'mf7df596b45qivkua40n5299ou' 18 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'core') __ 18 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'core' 18 Query SELECT * FROM ost_plugin 18 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'mysqlsearch') __ 18 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'mysqlsearch' 18 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_content' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 18 Query SELECT A1.id, A1.isactive, A1.type, A1.name, A1.body, A1.notes, A1.created, A1.updatedFROMost_contentA1 WHERE A1.type= 'banner-staff' ORDER BY A1.nameASC 18 Query SELECT backend FROM ost_staff WHERE backend IS NOT NULL AND (username='a@a.com' OR email='a@a.com') 18 Query SELECT A1.* FROMost_staffA1 WHERE A1.email= 'a@a.com' 18 Query INSERT INTO ost_syslog SET created=NOW(), updated=NOW() ,title='Failed agent login attempt (a@a.com)',log_type='Warning',log='Username: a@a.com IP: ::1 Time: Feb 25, 2021, 10:46 am UTC Attempts: 3',ip_address='::1' 18 Query UPDATEost_sessionSETsession_data= 'csrf|a:2:{s:5:\"token\";s:40:\"0e0892a368ad6177def43b509cd28580c61f19f2\";s:4:\"time\";i:1614249994;}_staff|a:1:{s:4:\"auth\";a:2:{s:4:\"dest\";s:12:\"/upload/scp/\";s:3:\"msg\";s:23:\"Authentication Required\";}}_auth|a:2:{s:5:\"staff\";a:3:{s:2:\"id\";i:1;s:3:\"key\";s:12:\"local:123456\";s:7:\"strikes\";i:3;}s:4:\"user\";a:1:{s:7:\"strikes\";i:2;}}:token|a:1:{s:5:\"staff\";s:76:\"3adee4df2f35115c583a0cfcab3ffde6:1614249752:837ec5754f503cfaaee0929fd48974e7\";}',session_expire= (NOW() + INTERVAL 86400 SECOND) WHEREost_session.session_id= 'mf7df596b45qivkua40n5299ou' LIMIT 1 18 Quit

-----------Invalid user and invalid pass-----------
210225 11:44:49 17 Connect support@localhost as anonymous on 17 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = '', SESSION TIME_ZONE = SYSTEM 17 Query SET NAMES utf8 17 Query SET AUTOCOMMIT=1 17 Init DB support 17 Query SELECTostversionFROM ost_config WHERE id=1 17 Query SELECT A1.*, A1.session_expire< NOW() ASis_expiredFROMost_sessionA1 WHERE A1.session_id= 'mf7df596b45qivkua40n5299ou' 17 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'core') __ 17 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'core' 17 Query SELECT * FROM ost_plugin 17 Query SELECT COUNT(*) FROM (SELECT A1.idFROMost_configA1 WHERE A1.namespace= 'mysqlsearch') __ 17 Query SELECT A1.* FROMost_configA1 WHERE A1.namespace= 'mysqlsearch' 17 Query SELECT COLUMN_NAME FROM INFORMATION_SCHEMA.COLUMNS WHERE TABLE_NAME = 'ost_content' AND TABLE_SCHEMA = DATABASE() ORDER BY ORDINAL_POSITION 17 Query SELECT A1.id, A1.isactive, A1.type, A1.name, A1.body, A1.notes, A1.created, A1.updatedFROMost_contentA1 WHERE A1.type= 'banner-staff' ORDER BY A1.nameASC 17 Query SELECT backend FROM ost_staff WHERE backend IS NOT NULL AND staff_id=1 17 Query SELECT A1.* FROMost_staffA1 WHERE A1.staff_id= '1' 17 Query UPDATEost_sessionSETsession_data= 'csrf|a:2:{s:5:\"token\";s:40:\"0e0892a368ad6177def43b509cd28580c61f19f2\";s:4:\"time\";i:1614249889;}_staff|a:1:{s:4:\"auth\";a:2:{s:4:\"dest\";s:12:\"/upload/scp/\";s:3:\"msg\";s:23:\"Authentication Required\";}}_auth|a:2:{s:5:\"staff\";a:3:{s:2:\"id\";i:1;s:3:\"key\";s:12:\"local:123456\";s:7:\"strikes\";i:2;}s:4:\"user\";a:1:{s:7:\"strikes\";i:2;}}:token|a:1:{s:5:\"staff\";s:76:\"3adee4df2f35115c583a0cfcab3ffde6:1614249752:837ec5754f503cfaaee0929fd48974e7\";}',session_expire= (NOW() + INTERVAL 86400 SECOND) WHEREost_session.session_id= 'mf7df596b45qivkua40n5299ou' LIMIT 1 17 Quit

As you can see, except the first log (valid email/valid pass), the other logs are very similar and all of them return "Access denied". The first log not returns this message, just reload the page and show again "Authentication Required".

The software versions are:
Apache Server: Apache/2.4.46
Database: MariaDB 10.4.17 and MySQL 5.7
PHP: 7.4.15

Thanks a lot for all your help.