OTRS login not working after installation

[vineeshmohan]

I have installed OTRS on my ubuntu 12.10 server and it doesn't allow me to login. I am getting following error in error log:

The error

> Message: No UserID found for 'root@localhost'!

mysql> select * from users; Empty set (0.00 sec) mysql>

No users in table.

Detailed error log at http://198.27.105.229/log.txt

How can I fix this error ?

If you want me to edit 'customer_user' table, let me know how to do it ?

Thanks for looking into this.

[wurzel]

Hi,

is it a fresh installation? You inserted the initial insert sql scripts?

Flo

[vineeshmohan]

Yes, its a fresh installation.

I've followed the instructions from tutorial and done it.

[Giulio Soleni]

...wait... 1 step back.
Did you succesfully complete the post installation configuration?
http://your.otrs.system/otrs/installer.pl

In case I think you may try to
1. provisionally disable secure mode (in Config.pm)
$Self->{SecureMode} = '0';

2. clean up otrs db... if you have MYSQL for example:
# MYSQL="mysql -h localhost -u root -pmysqlrootpwd -D otrs"
# $MYSQL -BNe "show tables" | awk '{print "set foreign_key_checks=0; drop table `" $1 "`;"}' | $MYSQL
# unset MYSQL

3. start the web post-installation procedure http://your.otrs.system/otrs/installer.pl from scratch.

4. check to see if SecureMode has been re-enabled (I dunno remember :p) otherwise set it to enabled (via SysConfig also ... in Framework -> Core)

[wurzel]

Hi,

it seems that your OTRS Database contains no info. installer.pl is a good idea!

Flo

[vineeshmohan]

Giulio Soleni, Thanks for your update.

I tried the steps you mentionedm but I am still getting login error.

In your Step 1 you told, '$Self->{SecureMode} = '0';' not found in Config.pm file, I added that line into the file and then cleaned the mysql db and used the installer.pl file and installed again. Those steps were successfully completed and I got the username password in last page. But still it doesn't allow me to login.

...wait... 1 step back.
Did you succesfully complete the post installation configuration?
http://your.otrs.system/otrs/installer.pl

In case I think you may try to
1. provisionally disable secure mode (in Config.pm)
$Self->{SecureMode} = '0';

2. clean up otrs db... if you have MYSQL for example:
# MYSQL="mysql -h localhost -u root -pmysqlrootpwd -D otrs"
# $MYSQL -BNe "show tables" | awk '{print "set foreign_key_checks=0; drop table `" $1 "`;"}' | $MYSQL
# unset MYSQL

3. start the web post-installation procedure http://your.otrs.system/otrs/installer.pl from scratch.

4. check to see if SecureMode has been re-enabled (I dunno remember :p) otherwise set it to enabled (via SysConfig also ... in Framework -> Core)

[RStraub]

The same error now? Still No user ID found?


Can you look into the DB again (after you successfully ran the installer.pl) and verify if it's still empty?

[vineeshmohan]

In otrs db, 91 tables found total.

The table 'customer_user' shows as:

mysql> SELECT * FROM customer_user;
Empty set (0.00 sec)

mysql>

Do you want me to check any other table ?

[crythias]

Did you finish running installer.pl? That sets up the root user.

[vineeshmohan]

Yes, finised the installation steps and finally I got the login url, username and password. Please see the screenshot of the final page at

[RStraub]

Oh, you are checking the table customer_user!
That is a different table than the one where root is created.

check in the table "users"

Also, which URL are you calling? .../customer.pl ?
Make sure you use the index.pl

[vineeshmohan]

Here is the output of 'users' table:

mysql> SELECT * FROM users;
Empty set (0.01 sec)

mysql>

I am using index.tpl only for login.

[jojo]

you should have a error in the installer or if you are installing manually you left out a part

[vineeshmohan]

I've reattempted the installation again today.

All steps were successful and I thoroughly watched it. Got the login url, username and password in the installation final page. But login landed with error

Don't know whats wrong.

[Giulio Soleni]

Please stop everything, restart, try to login again with root@localhost then please post the information you see in the logs (otrs, apache, mysql logs)

To have a clean stop and start, please run the following:

login to your system as root...

service otrs stop
/opt/otrs/bin/otrs.Scheduler.pl -a stop --force
/etc/init.d/cron stop
service apache2 stop
su - otrs (you might have to provisionally change the login permissions of otrs user in /etc/passwd)
/opt/otrs/bin/otrs.RebuildConfig.pl
/opt/otrs/bin/otrs.LoaderCache.pl -o delete
/opt/otrs/bin/otrs.DeleteCache.pl
/opt/otrs/bin/otrs.DeleteSessionIDs.pl --all
exit (...back to root)

service apache2 start
/etc/init.d/cron start
service otrs start

[vineeshmohan]

When I run the command, it says:

root@cloud1:~# service otrs stop
otrs: unrecognized service
root@cloud1:~#

[vineeshmohan]

you should have a error in the installer or if you are installing manually you left out a part

Hi Jojo, actually I skipped the email configuration part (plz see the below image) in that installation process. Other steps were successful.

[vineeshmohan]

Can anyone try the install ? This is a test VPS, so it won't be a problem.

http://198.27.105.229/otrs/installer.pl

MySQL User: root
Password: 123456

I tried to install again, with a new database name. Everything is completed with out errors, still user not found.

[wurzel]

Hi,

now in english. installer runs successfully. I created a database otrs2 but no login possible.
strange

Without shell access, no chance.

installer läuft erfolgreich (Datenbank hab' ich mal otrs2 genannt) aber login nicht möglich.

Das is ja doof

aber ohne shell zugriff - keine Chance.

Flo

[RStraub]

Same here, cannot login.

Could you post your Config.pm please (esp. the part about the database connection)?

And black out your password

[vineeshmohan]

Same here, cannot login.

Could you post your Config.pm please (esp. the part about the database connection)?

And black out your password

Config.pm uploaded to below url. Please check it.

http://198.27.105.229/Config.pm.txt

[RStraub]

otrs3 is the user and db that I created (pw is 123456).

The Config.pm doesn't seem to be misconfigured. I'm sorry but debugging will become really hard without mysql access.

[wurzel]

Hi,

can you insert the database .sql scripts manually?
it is described in /opt/otrs/README.database

Florian

[vineeshmohan]

otrs3 is the user and db that I created (pw is 123456).

The Config.pm doesn't seem to be misconfigured. I'm sorry but debugging will become really hard without mysql access.

I've removed these user accounts now and re-attempted. But again error.

[vineeshmohan]

Hi,

can you insert the database .sql scripts manually?
it is described in /opt/otrs/README.database

Florian

I've followed the instructions in /opt/otrs/README.database file. Run below commands by login as mysql root user:

Code: Select all

mysql> mysql -u root -p -e 'create database otrs charset utf8'
    -> mysql -u root -p otrs < scripts/database/otrs-schema.mysql.sql
    -> mysql -u root -p otrs < scripts/database/otrs-initial_insert.mysql.sql
    -> mysql -u root -p otrs < scripts/database/otrs-schema-post.mysql.sql
    -> mysql -u root -p -e 'GRANT ALL PRIVILEGES ON otrs.* TO otrs@localhost IDENTIFIED BY "MY-NEW-PASSWORD-HERE" WITH GRANT OPTION;'
    -> mysql -u root -p -e 'FLUSH PRIVILEGES;'
    -> 

and edited the configuration file at opt/otrs/Kernel/Config.pm by replacing the new password and uploaded.

Now I am getting below error when going to the login page.



Later I changed back my MySQL root password to old one I was using.

[crythias]

This means the otrs database Creds are invalid for MySQL connection.

[vineeshmohan]

This means the otrs database Creds are invalid for MySQL connection.

What is your advice in this case ?

[wurzel]

Hi,

take the error message and google for it

http://dev.mysql.com/doc/refman/5.1/de/ ... enied.html

Good luck

Florian