[solved]6.3.4 -> 6.4.3 upgrade breaks the web interface

[Naashkyr]

Hello,

We are having difficulties upgrading from 6.3.4 to 6.4.3 following this guide https://doc.znuny.org/manual/releases/i ... e-6.4.html

Everything appears to work fine during the update process itself which was followed to the letter. Twice actually, the first time gave us an error regarding the DB encoding in utf8mb4. We converted the DB encoding, resumed the 1st update and ended up at this result.

Because it errorred at this point, we tried again, restoring our backup, converting the DB encoding to utf8_general_ci BEFORE the update, testing to make sure everything worked and then tried again but we got the same result despite all the checks all going through fine this time.

The issue in question is that none of the .pl pages appear to load, most notably index.pl. They all give us 404 errors and the base URL simply gives us a blank empty index page. It seems like it won't load the website at all. I couldn't find any useful logs anywhere, we already tried all of the following commands, restarting apache between commands and even restarting the whole server itself but the issue persists.

Commands tried:

su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::FixMissingFrontendFiles" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Admin::Config::ListInvalid" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Sync" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Daemon::Summary" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Database::Check" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Session::ListAll" -s /bin/bash otrs
su -c "/opt/otrs/bin/otrs.Console.pl Maint::Session::DeleteAll" -s /bin/bash otrs


All the checks pass just fine, just as they did during the update process itself. Already looked at the logs in /opt/otrs and /etc/httpd with nothing relevant popping up there outside of the post 404s. Not too sure what else to look at.

In case it matters, our DB is not hosted on the server itself but it appears to connect to it just fine based on this command's output:

su -c "/opt/otrs/bin/otrs.Console.pl Maint::Database::Check" -s /bin/bash otrs
Trying to connect to database 'DBI:mysql:database=otrs;host=<redacted for privacy>;' with user 'otrs'...
Connection successful.


Hopefully somebody has encountered this and/or can provide an idea/solution.

Thank you!

Edit: Adding screenshot of the "blank page" I talk about earlier in the post for reference:

znuny-blank-page.png

[root]

Hi,

I haven't encountered this but it looks to me like the web service configuration is wrong. Do you use the included configuration file from scripts/apache2-httpd.include.conf? What Linux distribution do you use?

- Roy

[Naashkyr]

Hi Roy,

I didn't touch the file in question, I assumed it would keep using the old configuration that was already present/working before. I ran a dif, comparing both files /etc/httpd/conf/httpd.conf before and post-upgrade and both are identical. I also did the same for both before/post upgrade files /opt/otrs/scripts/apache2-httpd.include.conf and the only differences here are the commas in the Header set Cache-Control sections at the bottom of the file here (bold/underlined) which were not present before:

<IfModule mod_headers.c>
# Cache css-cache for 30 days
<Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css-cache">
<FilesMatch "\.(css|CSS)$">
Header set Cache-Control "max-age=2592000, must-revalidate"
</FilesMatch>
</Directory>

# Cache css thirdparty for 4 hours, including icon fonts
<Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css/thirdparty">
<FilesMatch "\.(css|CSS|woff|svg)$">
Header set Cache-Control "max-age=14400, must-revalidate"
</FilesMatch>
</Directory>

# Cache js-cache for 30 days
<Directory "/opt/otrs/var/httpd/htdocs/js/js-cache">
<FilesMatch "\.(js|JS)$">
Header set Cache-Control "max-age=2592000, must-revalidate"
</FilesMatch>
</Directory>

# Cache js thirdparty for 4 hours
<Directory "/opt/otrs/var/httpd/htdocs/js/thirdparty/">
<FilesMatch "\.(js|JS)$">
Header set Cache-Control "max-age=14400, must-revalidate"
</FilesMatch>
</Directory>
</IfModule>

I tried removing those commas just now and restarting apache but it made no difference unfortunately. I tried a config rebuild using the "su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs" command but that also didn't solve my issue. Any other clue? Maybe there is another configuration file somewhere I haven't checked/thought about?


Linux distribution is CentOS 7 (Amazon Linux 2 AMI):

uname -m && cat /etc/*release
x86_64
NAME="Amazon Linux"
VERSION="2"
ID="amzn"
ID_LIKE="centos rhel fedora"
VERSION_ID="2"
PRETTY_NAME="Amazon Linux 2"
ANSI_COLOR="0;33"
CPE_NAME="cpe:2.3amazon:amazon_linux:2"
HOME_URL="https://amazonlinux.com/"
Amazon Linux release 2 (Karoo)

Thank you for your time!

[Naashkyr]

Ok, progress... seems like a "lack of documentation" issue. To clarify, I used this before:

https://base.url.com which would automatically redirect to https://base.url.com/index.pl

Now, the base.url.com is a blank page and the base.url.com/index.pl gives a 404 error. HOWEVER, we tried simply writing https://base.url.com/otrs/index.pl and that seems to work.

Seems like the file in question we needed to look at was /etc/httpd/conf.d/zzz_otrs.conf. Apparently there were changes there between the two updates due to changes made by somebody else here. We're working on fixing it all now.

Sorry for the trouble and thank you for your time!