500 internal server error when sending mail

[dane948]

Hi all,

I installed OTRS on a VM a few days ago and I'm having an issue with getting the sendmail to work, every time I try to reply to a ticket I get a pop up with the message "500 Internal server error... more information about this error may be available in the server error log."

I had a look at the logs but I don't think I'm looking in the right place, does anyone know where the log for this would be?

I've double checked authentication and details for the server is correct. We can receive tickets, add notes but can't create tickets/reply to tickets.

I have limited experience with Linux and OTRS so sorry if I've missed something obvious! Any help is much appreciated.

Dane

[crythias]

500 errors reported in /var/log/apache2/error.log or httpd/error.log or the like.

[dane948]

Thanks for the reply

Had a look in the apache2 folder error log and I found;
Message: Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (timeout)

What is cloud.otrs.com? Is this my 500 error?

Thanks,
Dane

[reneeb]

Is this the only error message you get? cloud.otrs.com is used to retrieve the product news (Dashboard) and for package verification (Admin -> PackageManager)...

[dane948]

thanks -managed to get that one sorted, was a DNS issue but still unable to send mail.

Found this;
[Tue Feb 10 16:56:27 2015] -e: (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Tue Feb 10 16:56:27 2015] -e: (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/EventHandler.pm line 170.
[Tue Feb 10 16:56:27 2015] [error] No SASL mechanism found\n at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 77\n at /usr/share/perl/5.10/Net/SMTP.pm line 143\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/EventHandler.pm line 170.\n

Having a look at those logs now

[dane948]

I've made some progress and I have it narrowed down - once I set it to use SMTPTLS it worked and was able to send mail but only with our old Exchange (2010), on our new Exchange (2013) it was unsuccessful but with a different error this time.

See logs below;

ERROR: OTRS-CGI-86 Perl: 5.10.1 OS: linux Time: Wed Feb 11 16:36:27 2015

Message: Impossible to send message to: firstname.lastname@mycompany.co.uk. .

RemoteAddress: 192.168.20.191
RequestURI: /otrs/index.pl

Traceback (1679):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560
Module: Kernel::Modules::AgentTicketCompose::Run Line: 786
Module: Kernel::System::Web::InterfaceAgent::Run Line: 986
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

[Wed Feb 11 16:43:21 2015] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 25.
[Wed Feb 11 16:43:23 2015] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 25.
[Wed Feb 11 16:43:23 2015] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 25.
[Wed Feb 11 16:43:23 2015] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 25.
[Wed Feb 11 16:43:23 2015] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 25.
[Wed Feb 11 16:43:45 2015] Config.pm: Subroutine Load redefined at /opt/otrs//Kernel/Config.pm line 25.
[Wed Feb 11 16:43:52 2015] -e: (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Wed Feb 11 16:43:52 2015] -e: (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/EventHandler.pm line 170.
[Wed Feb 11 16:43:52 2015] [error] No SASL mechanism found\n at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 77\n at /usr/share/perl/5.10/Net/SMTP.pm line 143\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n\t(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/EventHandler.pm line 170.\n

[dane948]

Got to the bottom of this, was an issue with a receive connector.

Thanks for the pointers