[SOLVED] Internal server error 500 after upgrade to 4

[mavrie]

Hello,

This post is somewhat related to viewtopic.php?f=62&t=28556

I followed the manual to upgrade otrs 3.3 to version 4.
http://otrs.github.io/doc/manual/admin/ ... ading.html
Everything went well (I think), thanks to help of a colleague.

Now when I got to http://ip/otrs/index.pl I am greeted by the dashing new login screen of version 4.

But now when I login, I get an internal server error 500.
In var/log/messages I can see that my authentication was successfull.

Now I'm kind of out of ideas what could be going wrong.
Note, I can't seem to find the general otrs.log file, and this could prove important to identify the issue...

Can anyone point me in the right direction, or in the direction of the otrs.log?
Much appreciated.

Matt

[crythias]

500 errors are listed in apache error log. Maybe that's /var/log/apache2/error.log or /var/log/httpd/error.log or equivalent.

[mavrie]

Hello,

Following on your suggestion I can see certain errors in /var/log/httpd/error.log

Code: Select all

[Error] [Tue Mar 31 13:01:08 2015] -e: Got no DBObject at /opt/otrs//Kernel/System/Stats/Static/FAQAccess.pm line 26\n\t(in cleanup)
Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.\n

[Error] [client 192.168.1.252] File does not exist: /var/www/html/favicon.ico

-e: (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession.DB.pm line 583.

In the general messages /var/log/messages
[Notice][Kernel::System::Auth::DB::Auth] User: Mattias authentication ok (Method: sha256, REMOTE_ADDR: 192.168.1.252)

Any ideas what is going wrong? I really can't seem to figure it out.

Regards

[crythias]

It's not really enough to go on, but the gist is there is a call to a function in 4 that isn't being resolved. Did you copy on top of your existing version or did you build a fresh v4 from extract and then migrated the database?

[mavrie]

Crythias,

We installed over an existing system.

However, I will mark this topic as solved, as our installation is now working.

The problem was located in an add-on. We installed the FAQ back when we first started our OTRS adventure, but never really used it.
Because I never really used it, I forgot we even had it installed. This package was not upgraded while doing our upgrade to version 4 and this caused our problems.

Changing our url to https://ip/otrs/index.pl?Action=AdminPackageManager allowed me to remove this package (or upgrade, but we choose to remove it). After a restart of our services we are now up and running.

Thanks for the great support, and you will probably hear from me soon enough. We are starting our configuration of the system now.

Regards, Matt