[resolved] Migration issues while moving MySQL DB from old server

Arao

Hi,

I have read many posts about users facing issues when they migrate the MySQL database from one server to another but could not find the answer. Hope to get some good pointers to my problem. Here is the situation.

Old Server

osTicket Version - v1.12 (a076918)
MySQL Version - 10.3.16
PHP Version - 7.3.7

New Server

Ubuntu 20.04 with latest release & updates with osTicket V15.2.
Apache running on port 8081 because NGINX is already running serving another application on port 80.

New installation with new database testing and found to be working fine. I managed to import the old MySQL database from the old server. Copied over the ost-config.php and restarted Apache2 as well as MySQL services.

Nothing happens if I try http://my_domain.com:8081. It gives me a 404 error. It is definitely something in the DB but unable to figure out the problem. This is the extract from /var/log/apache2/osticket_error.log.

[Tue Jul 06 12:54:35.060119 2021] [php7:error] [pid 44263] [client 172.25.1.1:1027] PHP Fatal error: Uncaught Error: Call to undefined function _S() in /var/www/osticket/upload/include/class.mailer.php:612\nStack trace:\n#0 /var/www/osticket/upload/include/class.mailer.php(632): Mailer->send()\n#1 /var/www/osticket/upload/bootstrap.php(316): Mailer::sendmail()\n#2 /var/www/osticket/upload/bootstrap.php(201): Bootstrap::croak()\n#3 /var/www/osticket/upload/main.inc.php(28): Bootstrap::connect()\n#4 /var/www/osticket/upload/client.inc.php(21): require_once('/var/www/ostick...')\n#5 /var/www/osticket/upload/index.php(16): require('/var/www/ostick...')\n#6 {main}\n thrown in /var/www/osticket/upload/include/class.mailer.php on line 612

It is something to do with sendmail not being able to email the administrator is what I vaguely found out. Any ideas how to get through this?

Thanks in advance.

Regards,
Anand

Arao

Sorry, please read new server osTicket version as v1.15.2.

ntozier

First thing I would check is the MySQL error logs.
If you don't see any errors there, I would check the ost_syslog table to see if anything is being logged there.

When you setup/restored the DB did you create the user account with the same credentials and grant it access to the new DB?

Arao

Hi Ntozier,

Many thanks for your reply. After cross-checking what you said, I ensured that credentials are consistent with the old DB and voila! I could suddenly login. Thanks for that.

The problem now is that it presents the upgrade window and if I do upgrade, it start work and then gives a message "Something went wrong". After this, I cannot click on the menu items and nor can I get into the Admin Panel.

Arao

Hi,

Forgot to mention that I am running this under NGINX and not Apache as stated earlier. Would that break the system?

Arao

Hi Ntozier,

I managed to switch the web server to Apache again. I am using php7.2 although php-7.4 is also installed. This time, I get a blank page after reconfiguration. ports.conf is also fine in Apache.

On Ubuntu 20.04, I am using "systemctl restart mysql" as against "php-mysql".

Apache error log shows problem with mysqli extention. There is an osticket_error.log and osticket_access.log. The error log has this message.

[Wed Jul 07 11:56:29.636631 2021] [php7:error] [pid 112258] [client 172.25.1.1:1026] PHP Fatal error: Uncaught Error: Call to undefined function mysqli_init() in /var/www/osticket/upload/include/mysqli.php:28\nStack trace:\n#0 /var/www/osticket/upload/bootstrap.php(194): db_connect()\n#1 /var/www/osticket/upload/main.inc.php(28): Bootstrap::connect()\n#2 /var/www/osticket/upload/client.inc.php(21): require_once('/var/www/ostick...')\n#3 /var/www/osticket/upload/index.php(16): require('/var/www/ostick...')\n#4 {main}\n thrown in /var/www/osticket/upload/include/mysqli.php on line 28

I checked the php.ini for both version and the extension is enabled.
extension=mysqli

Thanks,
Anand

Arao

Here is the output from php -V,

12:24:43 [root@crmtest apache2]# /usr/bin/php --version
PHP Warning: PHP Startup: Unable to load dynamic library 'mysqli' (tried: /usr/lib/php/20170718/mysqli (/usr/lib/php/20170718/mysqli: cannot open shared object file: No such file or directory), /usr/lib/php/20170718/mysqli.so (/usr/lib/php/20170718/mysqli.so: undefined symbol: mysqlnd_global_stats)) in Unknown on line 0
PHP 7.2.34-23+ubuntu20.04.1+deb.sury.org+1 (cli) (built: Jul 1 2021 16:07:07) ( NTS )
Copyright (c) 1997-2018 The PHP Group
Zend Engine v3.2.0, Copyright (c) 1998-2018 Zend Technologies
with Zend OPcache v7.2.34-23+ubuntu20.04.1+deb.sury.org+1, Copyright (c) 1999-2018, by Zend Technologies

Arao

It appears an older message did not make it to the thread. Posting it here again and apologies if it got double posted.

I managed to switch the web server to Apache again. I am using php7.2 although php-7.4 is also installed. This time, I get a blank page after reconfiguration. ports.conf is also fine in Apache.

On Ubuntu 20.04, I am using "systemctl restart mysql" as against "php-mysql".

Apache error log shows problem with mysqli extention. There is an osticket_error.log and osticket_access.log. The error log has this message.

I checked the php.ini for both version and the extension is enabled.
extension=mysqli

Thanks,
Anand

ntozier

It sounds like Mysqli isn't working on your server. This could be because you have more than one version of PHP installed.
mysqli_init() is a native PHP function from the mysqli extension... so if PHP is reporting that it isn't working then that would be a PHP problem. Do you need two version of PHP installed? If not maybe uninstall all PHP and just install the version that you intend to use. I have read that Ubuntu 20.04 defaults to PHP 7.4, so chances are when you install php-mysqli it is installing it for PHP 7.4 not 7.2.

Arao

Yes, absolutely. Thanks for your response again.

I did have just the single version of PHP but somewhere in the frenzy of all the troubleshooting, I tried different combinations of installs / uninstalls causing this conflict. I will remove all versions, except the default for Ubuntu 20.04. Will update this thread soon.

Regards,

Arao

Hi,

I finally managed to remove all PHP versions, including PHP8.0!! which comes default if you do a,

$ apt-get install php-mysql

I have revived the website and I am able to login with the old credentials. I am not able to get beyond the 'Upgrade' page. Whatever I do, it doesn't seems to do an upgrade or allow me to click anywhere else.

I have attached a screenshot.

What should I do?

Arao

Hi @ntozier ,

Finally, I managed to get it all done.

1) Uninstall PHP-7.2 and install PHP-7.4. Add an extra entry in php.ini (wherever you can find it!!)

extension=mysqlnd.so
extension=mysqli.so

2) Restart entire stack.

The upgrade went through like charm and everything is fine now.

except...

the date formats. We want to use dd/mm/yy but it doesn't work using the 'Advanced' option. Shows dates like 22/54/21. I remember we had hacked some of the php files in 2015 to show the date format we want but I thought 6 years on, they would have fixed it on OSTicket.

Any thoughts on using tricks to change the date format?

Thanks for your help.
Regards,
Anand

Arao

Hi @ntozier

The date format setting does not work. Attached is the setting below.

All I need is dd/mm/yy but it doesn't work. Ubuntu 20.04 region is India and language is English, UK.

ntozier

So there was a bug with the advanced date stuff a long time ago and ever since then I have pretty much ignored using it and just use locale defaults. That being said I do once in a while play with it for people who are having an issue.

So in your case I think that the issue is that you are using mm in the date.
http://userguide.icu-project.org/formatparse/datetime

so right now Month should be:
M 7
MM 07
MMM Jul
MMMM July
MMMMM J

mm is for minutes (right now 42),

KevinTheJedi

@Arao

Here is what mine look like:

Cheers.

Arao

Hi @ntozier and @KevinTheJedi ,

Thanks to both of you for the answers. It worked perfectly. Although I would love to have am/pm in upper case as AM/PM, I guess I can live with it. The date format 'aaa' does not show AM/PM, as suggested in the example section of the ICU User Guide.