I have three instances of osTicket installed on a VPS WHM CPANEL (three customers).

All are 1.15.x stable running on PHP 7.3 (sorry, they aren't running so I can't get the stat/info page for you).

ALL THREE instances stopped working today, and the CPANEL error logs are filling up on all three accounts with these messages

Permission denied: [client 209.141.62.185:34942] AH00529: /home/customer1/public_html/.htaccess pcfg_openfile: unable to check htaccess file, ensure it is readable and that '/home/customer1/public_html/' is executable

As a result, none of them can connect to the database, so I'm getting email notifications like this:

Unable to connect to the database — Connection refused
http://customer1.com/service/scp/login.php
Ref-Mid: BzHtWDh-d8Jgi-AAAAAAAAAAAAAAAAP7qeFzco-@osTicketMailer

I didn't perform any maintenance, so not sure what's going on.

These three customers are SYSTEM DOWN. So any prompt help appreciated.

  • ntozier replied to this.

  • Hi,
    Thanks for the replies.
    The answer is because there was a Filter rejecting the email.
    Somehow, my filters all became "Match Any". They were originally created as "Match All".
    This unexpectedly caused some emails to be rejected with error 77 (as viewed from the mail server logs)

    Case closed.
    Thanks

    TPE check htaccess file, ensure it is readable and that '/home/customer1/public_html/' is executable

    This says to check your permissions on the htaccess file and on the listed folder.

    TPE Unable to connect to the database — Connection refused

    This tells me that your [unknown] database server is not running, or that the credentials/permissions for the sites have changed in the server.

    If you have CLI access to your database server then you can try running:
    mysqladmin -u <username> -p status

    and it should tell your the status of your MySQL server. If this does not work then you will want to google something like "how to check if MySQL is running <FLAVOUR> Linux" where <FLAVOUR> is the flavour of Linux that your server is running (Debian, Ubuntu, CentOS, etc). If this is a hosted web page then you would want to reach out to support for your web host to see if they can check faster if MySQL is running, and or troubleshoot this further.

        Seems that the public_html user and subdirectories were changed from group "nobody", and were just restored.

        The databases are up.

        OST Version 1.15.3.1

        When looking at the OST log files, I see many many entries like the one below. Can you tell me how to interpret the 403 errors? All the other log entries are accurate.

        API ERROR (403)
        Ticket Denied

        The HTTP status code 403, means forbidden.
        Which means permissions/ownership issues.

        The email pipe.php is refusing SOME emails with this error message:

        Child process of virtual_address_pipe transport returned 77 (could mean permission denied) from command: /home/customer1/public_html/service/api/pipe.php

        I verified that permissions are 755 on directories, 644 on files, and 755 on API files.

        Still getting this error 77 from the pipe... but only for emails coming in from a specific User!

        I do not know what an error 77 is, I've never heard of it.
        I'll ask the devs to take a look at this thread.

        @TPE

        However you are calling the pipe try using the full path to PHP. I’ve seen in other threads where people were running into similar issues and resolved it by using /usr/local/bin/php -q.

        Cheers.

        Hi,
        Thanks for the replies.
        The answer is because there was a Filter rejecting the email.
        Somehow, my filters all became "Match Any". They were originally created as "Match All".
        This unexpectedly caused some emails to be rejected with error 77 (as viewed from the mail server logs)

        Case closed.
        Thanks

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