Unable to use ticket system after upgrade to 4.0.3

[minijay]

hi all

i had a thread open previously but as that issue was resolved and i got this i thought after posting it would have been better to start a new thread for maximum visability

ok. ive upgraded the os to centos 6.6 (before the upgrade) and the previous version (3.3.9) was working ok so i started to do the upgrade to 4.0.3

i followed the guide to the letter and everything thing seemed to work fine this time..

i installed the perl archive zip and perl template toolkit before i could even do the upgrade and this seems to be fine.

after completing the install i tried to logon to the ticket system to find i only get the apache 2 place holder. i then tried http://domain/otrs/index.pl but this comes back as a misconfigured server page...

what have i done wrong.. this is the third time i have tried to upgrade the software now and everytime it has gone wrone somewhere.

the error log for apache is below, can someone please help me work out what i need to do to get this fixed.

i have checked the error log but im not sure what im looking for

Code: Select all

[Sun Dec 14 03:28:08 2014] [notice] Digest: generating secret for digest authentication ...
[Sun Dec 14 03:28:08 2014] [notice] Digest: done
[Sun Dec 14 03:28:08 2014] [warn] ./mod_dnssd.c: No services found to register
[Sun Dec 14 03:28:08 2014] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Sun Dec 14 22:40:14 2014] [error] [client 112.205.236.8] client sent HTTP/1.1 request without hostname (see RFC2616 section 14.23): /tmUnblock.cgi
[Mon Dec 15 10:24:59 2014] [error] [client 24.240.178.106] client sent HTTP/1.1 request without hostname (see RFC2616 section 14.23): /tmUnblock.cgi
[Mon Dec 15 16:48:44 2014] [error] Apache2::RequestIO::read: (70014) End of file found at (eval 169) line 5
[Tue Dec 16 00:40:05 2014] [error] [client 216.20.131.111] File does not exist: /opt/otrs/bin/cgi-bin/user
[Tue Dec 16 01:32:25 2014] [error] [client 125.64.35.67] File does not exist: /opt/otrs/bin/cgi-bin/r
[Tue Dec 16 01:40:06 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/w00tw00t.at.blackhats.romanian.anti-sec:)
[Tue Dec 16 01:40:06 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/phpMyAdmin
[Tue Dec 16 01:40:07 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/phpmyadmin
[Tue Dec 16 01:40:07 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/pma
[Tue Dec 16 01:40:08 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/myadmin
[Tue Dec 16 01:40:09 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/MyAdmin
[Tue Dec 16 02:47:41 2014] [error] [client 149.129.150.42] client sent HTTP/1.1 request without hostname (see RFC2616 section 14.23): /tmUnblock.cgi
[Tue Dec 16 09:49:29 2014] [error] [client 62.254.3.148] File does not exist: /opt/otrs/bin/cgi-bin/default.large.gif, referer: http://ticket.gigasoftdatabackup.org/index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=86625;FileID=2;OTRSAgentInterface=suKfwhISumb1YBAxLijeGVrq1MrOMbpz
[Tue Dec 16 10:53:54 2014] [notice] child pid 27171 exit signal Segmentation fault (11)
[Tue Dec 16 10:53:54 2014] [notice] child pid 25884 exit signal Segmentation fault (11)
[Tue Dec 16 10:55:55 2014] [notice] child pid 7987 exit signal Segmentation fault (11)
[Tue Dec 16 10:57:56 2014] [notice] child pid 7991 exit signal Segmentation fault (11)
[Tue Dec 16 11:00:00 2014] [notice] child pid 24094 exit signal Segmentation fault (11)
[Tue Dec 16 11:37:34 2014] [notice] caught SIGTERM, shutting down
[Tue Dec 16 11:37:42 2014] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec)
[Tue Dec 16 11:37:48 2014] [notice] Digest: generating secret for digest authentication ...
[Tue Dec 16 11:37:48 2014] [notice] Digest: done
[Tue Dec 16 11:37:48 2014] [warn] ./mod_dnssd.c: No services found to register
[Tue Dec 16 11:37:48 2014] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Tue Dec 16 11:39:55 2014] [notice] caught SIGTERM, shutting down
[Tue Dec 16 11:43:04 2014] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec)
[Tue Dec 16 11:43:10 2014] [notice] Digest: generating secret for digest authentication ...
[Tue Dec 16 11:43:10 2014] [notice] Digest: done
[Tue Dec 16 11:43:10 2014] [warn] ./mod_dnssd.c: No services found to register
[Tue Dec 16 11:43:10 2014] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Tue Dec 16 11:47:53 2014] [notice] caught SIGTERM, shutting down
[Tue Dec 16 12:08:34 2014] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec)
[Tue Dec 16 12:08:38 2014] [notice] Digest: generating secret for digest authentication ...
[Tue Dec 16 12:08:38 2014] [notice] Digest: done
[Tue Dec 16 12:08:39 2014] [warn] ./mod_dnssd.c: No services found to register
[Tue Dec 16 12:08:39 2014] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Tue Dec 16 12:09:17 2014] [error] [client 62.254.3.148] File does not exist: /opt/otrs/bin/cgi-bin/favicon.ico
[Tue Dec 16 12:09:31 2014] [error] [client 62.254.3.148] Directory index forbidden by Options directive: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:09:36 2014] [error] slurp_filename('/opt/otrs/bin/cgi-bin/otrs') / opening: (2) No such file or directory at /usr/lib/perl5/vendor_perl/ModPerl/RegistryCooker.pm line 541
[Tue Dec 16 12:09:41 2014] [error] [client 62.254.3.148] Attempt to serve directory: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:09:55 2014] [error] [client 62.254.3.148] Attempt to serve directory: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:10:01 2014] [error] [client 62.254.3.148] Directory index forbidden by Options directive: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:10:20 2014] [notice] caught SIGTERM, shutting down
[Tue Dec 16 12:11:50 2014] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec)
[Tue Dec 16 12:11:57 2014] [notice] Digest: generating secret for digest authentication ...
[Tue Dec 16 12:11:57 2014] [notice] Digest: done
[Tue Dec 16 12:11:57 2014] [warn] ./mod_dnssd.c: No services found to register
[Tue Dec 16 12:11:57 2014] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Tue Dec 16 12:12:09 2014] [error] [client 62.254.3.148] Directory index forbidden by Options directive: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:12:15 2014] [error] [client 62.254.3.148] Attempt to serve directory: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:17:33 2014] [error] [client 62.254.3.148] Directory index forbidden by Options directive: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:17:36 2014] [error] [client 62.254.3.148] Attempt to serve directory: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:17:55 2014] -e:    (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Dec 16 12:17:55 2014] [error] [Tue Dec 16 12:17:55 2014] -e: Got no DBObject! at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 37.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n
[Tue Dec 16 12:20:59 2014] -e:    (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Dec 16 12:20:59 2014] [error] [Tue Dec 16 12:20:59 2014] -e: Got no DBObject! at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 37.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n
[Tue Dec 16 12:21:07 2014] [error] [client 62.254.3.148] Directory index forbidden by Options directive: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:21:11 2014] [error] [client 62.254.3.148] Attempt to serve directory: /opt/otrs/bin/cgi-bin/
[Tue Dec 16 12:21:18 2014] -e:    (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Dec 16 12:21:18 2014] [error] [Tue Dec 16 12:21:18 2014] -e: Got no DBObject! at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 37.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n
[Tue Dec 16 12:33:13 2014] -e:    (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Dec 16 12:33:13 2014] [error] [Tue Dec 16 12:33:13 2014] -e: Got no DBObject! at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 37.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n
[Tue Dec 16 12:34:28 2014] [notice] caught SIGTERM, shutting down
[Tue Dec 16 12:36:00 2014] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec)
[Tue Dec 16 12:36:07 2014] [notice] Digest: generating secret for digest authentication ...
[Tue Dec 16 12:36:07 2014] [notice] Digest: done
[Tue Dec 16 12:36:07 2014] [warn] ./mod_dnssd.c: No services found to register
[Tue Dec 16 12:36:07 2014] [notice] Apache/2.2.15 (Unix) DAV/2 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Tue Dec 16 12:37:04 2014] -e:    (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Dec 16 12:37:04 2014] [error] [Tue Dec 16 12:37:04 2014] -e: Got no DBObject! at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 37.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n
[Tue Dec 16 12:37:10 2014] [error] [client 62.254.3.148] Directory index forbidden by Options directive: /opt/otrs/bin/cgi-bin/

i hope this makes more sense to you. it looks like a bit further up that there may have been some hack attempts but im not sure

Code: Select all

[Tue Dec 16 00:40:05 2014] [error] [client 216.20.131.111] File does not exist: /opt/otrs/bin/cgi-bin/user
[Tue Dec 16 01:32:25 2014] [error] [client 125.64.35.67] File does not exist: /opt/otrs/bin/cgi-bin/r
[Tue Dec 16 01:40:06 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/w00tw00t.at.blackhats.romanian.anti-sec:)
[Tue Dec 16 01:40:06 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/phpMyAdmin
[Tue Dec 16 01:40:07 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/phpmyadmin
[Tue Dec 16 01:40:07 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/pma
[Tue Dec 16 01:40:08 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/myadmin
[Tue Dec 16 01:40:09 2014] [error] [client 110.45.136.50] File does not exist: /opt/otrs/bin/cgi-bin/MyAdmin
[Tue Dec 16 02:47:41 2014] [error] [client 149.129.150.42] client sent HTTP/1.1 request without hostname (see RFC2616 section 14.23): /tmUnblock.cgi

please let me know what i need to do to get this back up and working again at the moment im at a loss

thanks again

jay

[ivicav]

I upgraded also from 3.3.10 to 4.0 and I have issues with some plugins. I think this is your case also. I needed to uninstall them first (strip down to bare bone otrs) and then to perform upgrade to 4.0.3 version. After upgrade I can add plugins I need.

Another solution is if you have some plugins you cannot uninstall (for example they will delete database if you uninstall them) to upgrade them from command line like this after upgrade:

perl /opt/otrs/bin/otrs.PackageManager.pl -a upgrade -p /path/to/new/FAQ-x.x.x.opm

And for hacks - I cannot help you there. You probably should harden your linux.

[minijay]

hi ivicav

did you have the problem where you couldnt get to the login screen ?

i cant uninstall anything as i cant even get into ticket system its as if it isnt installed. yet if i go to the otrs/installer.pl page this shows its in its secure state so its installed its just the login page has gone awol...

is this what you had ??

thanks

jay

[minijay]

Hi All

I managed to fix this in the end.

i performed an upgrade from 3.3.9 to 3.3.11 and upgraded all the packages, i then took a snapshot of this so i could roll back if the next stage failed..

next i uninstalled all the packages, i may not have needed to do this but it was suggested that this may work so thought i would give it ago. after all the packages were uninstalled i then installed per-Archive-Zip and perl-Template-Toolkit and the ran the otrs 4.0.3 RPM install.

everything thing installed fine as to be expected and i started the services again... then i hit the same wall as before where when we tried to go to the domain http://domain all i got was the apache screen. i then put in http://domain/otrs/index.pl and i got access to the ticket system again which i couldn't do before.

i then modified the zzz_conf and the virtual hosts file to remove the /otrs part of the domain as explained kindly here viewtopic.php?t=9329

this then give me the system back to how i used to have it all i had to do then was reapply the packages which went fine but i did get an error with the scheduler service so i had to run the permissions script to update this and now this is working fine...

i still have a problem trying to install the OTRSCodePolicy package it says its unable to install as the Code::TidyAll v0.17 isnt installed but ill look at this later.

Just thought i would share my experience just incase anyone else has a similar problem

thanks to ivicav for telling me about the packages i got there in the end.

jay

[reneeb]

You need the CodePolicy addon only when you do OTRS development.

[minijay]

Hi Reneeb

thanks for the advise.. we dont do any development for otrs so ill leave that one for now

thanks for your help

jay

[Mydnyte]

I upgraded also from 3.3.10 to 4.0 and I have issues with some plugins. I think this is your case also. I needed to uninstall them first (strip down to bare bone otrs) and then to perform upgrade to 4.0.3 version. After upgrade I can add plugins I need.

Another solution is if you have some plugins you cannot uninstall (for example they will delete database if you uninstall them) to upgrade them from command line like this after upgrade:

perl /opt/otrs/bin/otrs.PackageManager.pl -a upgrade -p /path/to/new/FAQ-x.x.x.opm

And for hacks - I cannot help you there. You probably should harden your linux.

I can't thank you enough for this!
I updated an appliance to 4.04. After the update, when pressing Login, I would get the Internal Server Error 500.

After upgrading the FAQ module manually, I was able to log in and all looks good now. You're the best.