[resolved] User access denied but agents can

reachsuriya

Hi - I have a Osticketing system running all the while with version no. 1.9.12 with microsoft active directory ldap.
After i changed my ssl certificate by uploading the renewed one and setting for the https login, only agents able to login to the portal and users login says access denied. When i change the agent login to Local Authentication, it is able to login. Hence i reinstalled several times the LDAP plugin and it successfully configures. but still i have users who has access denied errors. please note that none of the users able to login but only agents and administrator with local auth. The renewed certificate perfectly shows if browse to its 443 port which means the renewed cert has been set for the apache. Even the system logs in admin panel dont have anything to say.

Any help or direction would be much appreciated.

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

1.9.x hasn't been supported for a very long time.

Upgrading your SSL certificate doesn't really have anything to do with osTicket. This is a control mechanism of the webserver, and wouldn't affect logging into the site.

You should check your PHP error log to see if you have any errors.

reachsuriya

Find enclosed my environment details.

Could you please guide me in which path and which file the php error logs will get stored?

i could potentially identify that after assiging the new renewed certificate, users were not able to login. So something happened at that time. But i can see my renewed certificate for my portal showing correctly in browser.

ntozier

reachsuriya Could you please guide me in which path and which file the php error logs will get stored?

No one here can tell you where your PHP error logs are located. You would need to check the configuration for your PHP (php.ini) and the location of that varies by OS and personal preference and hosting provider. What you can do is create a file (lets call it info.php) and in it put this in it: <?php phpinfo(); ?> Then you can browse to it in your browser and it will display a bunch of configuration information about your PHP. Such as the location of the php.ini file and the location of the error_log

reachsuriya could this be the reason behind users unable to login?

Yeah not having any disk space can cause all kinds of badness to your webserver.

reachsuriya Any guides for migrating to windows?

No guide per se, but its not much different than running it on Linux.

You setup a webserver (IIS or Apache) with PHP. [test to make sure the webserver is running, and that PHP is working.]
You copy the contents of your site from the old server to the new server.
Setup a database server (MySQL or MariaDB).
You export the DB from the Linux server.
You create a DB on the new server, and setup a User/Password [and grant privileges to the DB]
Then import the data you just exported.
Browse to your site to ensure that everything works.
Update DNS to point to the new server.

reachsuriya

I just tried to take backup for my mysql and found that no storage space available for taking the backup.

The i digged for df -h which shows this
/dev/sda1 29G 28G 0 100% /

could this be the reason behind users unable to login?

reachsuriya

Once we added some OS disk space, the issue got resolved in few minutes. Now i wish to move this linux setup to new upgraded on in Windows environment. Any guides for migrating to windows?
I have taken Db backup from mssqldump as sql file. And copied the entire OSticket folder which had app,css, www folders.
Anything to be taken?

reachsuriya

What are the contents and folder to look for? mentioned below is enough? This is under my Osticket folder which has scripts and upload and under upload these are available.

Anything from Apache to be downloaded?

ntozier

reachsuriya What are the contents and folder to look for?

The folder that your site is installed in now. The contents would be something like the contents of the download packager from osticket.com:

reachsuriya Anything from Apache to be downloaded?

You don't have to download anything from Apache. Depending on how you have your Apache setup (I use a individual cfg file for each site on my server) it might make your life easier to grab that config file and then tailor it for your new system. That being said they are pretty easy to re-create. If you have an SSL cert for your server you would need to configure the new server/apache to use the SSL cert.

reachsuriya

Thanks for your reply. I have copied the said contents. This is what i did in new server

Installed All prerequisites for Osticktet as webplatform installer with IIS and other PHP, Mysql etc.,
downloaded and copied the new OSticket version 1.15.2 and extracted and copied to wwwroot folder and renamed the os-config file
browsed to new Osticket portal and configured the initial settings with emtpy db and admin details.(all db names passwords are given same as my old environment 1.9.12)
Imported the Mysql db backup to osticketdb and got all records inserted.
Now when i browsed the site with refresh, it asked for the upgrade and i gave it. That upgrade stops immediately with the below mentioned errors in System logs.

[core]: Upgrader Error
[CREATE TABLE osticketdb_translation ( id int(11) unsigned NOT NULL AUTO_INCREMENT, object_hash char(16) CHARACTER SET ascii DEFAULT NULL, type enum('phrase', 'article', 'override') DEFAULT NULL, flags int(10) unsigned NOT NULL DEFAULT '0', revision int(11) unsigned DEFAULT NULL, agent_id int(10) unsigned NOT NULL DEFAULT '0', lang varchar(16) NOT NULL DEFAULT '', text mediumtext NOT NULL, source_text text, updated timestamp NULL DEFAULT NULL ON UPDATE CURRENT_TIMESTAMP, PRIMARY KEY (id), KEY type (type, lang), KEY object_hash (object_hash) ) DEFAULT CHARSET=utf8] Table 'osticketdb_translation' already exists

DB Error #1054
[UPDATE osticketdb_staff SET extra = '{\"browser_lang\":\"en_US\"}', lastlogin = NOW(), updated = NOW() WHERE osticketdb_staff.staff_id = 5901 LIMIT 1] Unknown column 'extra' in 'field list'

---- Backtrace ----
#0 C:\inetpub\wwwroot\osTicket\include\mysqli.php(201): osTicket->logDBError()
#1 C:\inetpub\wwwroot\osTicket\include\class.orm.php(3466): db_query()
#2 C:\inetpub\wwwroot\osTicket\include\class.orm.php(658): MySqlExecutor->execute()
#3 C:\inetpub\wwwroot\osTicket\include\class.staff.php(1206): VerySimpleModel->save()
#4 C:\inetpub\wwwroot\osTicket\include\class.staff.php(805): Staff->save()
#5 C:\inetpub\wwwroot\osTicket\include\class.auth.php(569): Staff->onLogin()
#6 C:\inetpub\wwwroot\osTicket\include\class.auth.php(251): StaffAuthenticationBackend->login()
#7 C:\inetpub\wwwroot\osTicket\scp\login.php(71): AuthenticationBackend::process()
#8 {main}

Please note that i have not copied my webserver files to this new windows server as they are in old version. I just left the new version files in wwwroot.

reachsuriya

I solved the issue by doing the below steps.

First copied my original version web folders in to www\root.
Then imported mysql backup and made my 1.9. version working environment in windows just as in linux.
Then downloaded the newer version 1.15 and overwritten the files from upload to www\root
Refreshed the Login page which asked for upgrade and it all went through successfully.

The mistake i did earlier was, first i copied the 1.15 files directly in windows and set up the new blank database while configuring the ticketing server. This caused the db with new fields / table names which was not there in my old db backup. So while upgarding it all shooted with errors as already exists and all sorts of conflicts.

Anyone who is migrating to new version with new server, first replicate your old environment in the new server with web and db as it is and confirm its working. Then just run the upgarder after overwriting the new version files in web root.

Hope this helps anyone.

@ntozier - thanks for all your guidance.. it helped a lot in finding the right directions.

ntozier

Glad to be able to help. 🙂

I'll mark this as resolved, and close the thread.
Please feel free to start a new thread if you have another question.