Browser out of date error

[salientanimal]

Hi there,

We have setup a link to reroute to the OTRS host. eg.
https://domain.com/support routes to http://OTRSSERVERIP/otrs/index.pl

However when accessing via https://domain.com/support I receive the following message:
Browser Warning: The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information.

I have checked to ensure that all the browsers I have running on my pc when accessing the links are the latest versions (Internet Explorer, Google Chrome, Firefox).

If I then attempt to access just http://OTRSSERVERIP/otrs/index.pl, I am able to access OTRS without any issues at all.

I have the same issue with customer.pl

[jojo]

please show the setup

[salientanimal]

Hi Jojo,

I'm not 100% sure what you mean by show the setup?

But if I am understanding you correctly OTRS is installed on an internal server running Ubuntu 12.04. with the internal server OTRS (both index.pl & customer.pl) are accessible via http://SERVERIPADDRESS/otrs/index.pl or customer.pl.

Externally we have a link that is accessible to our customers eg. https://server.domain.co.za/subdomain. Our domain administrator has made OTRS accessible on this external link via https://server.domain.co.za/support.

When I access the link mention I get the Browser out of date message even though when access via the internal link it works.

[jojo]

show the apache setup of the external server, /otrs-web is missing

[salientanimal]

I would have to see if I can get this information as I did not setup the external server.

The External server is a newly installed system and OTRS wasn't directly installed on this server, it is just redirecting from that server to the actual installation link being http://SERVERIPADDRESS/otrs/index.pl or customer.pl.

Is there anything specific I need to do on the external server?

[jojo]

is it redirecting (rewriting the URL)? Or is it working as reverse proxy?

[salientanimal]

I have to be honest, I'm not quite sure. I need to consult with the person who did the deployment for us. However he is based in Australia and I would probably only get an answer from him in the next few hours.

Could you perhaps help guide me in which questions I need to ask him, and what he might need to change for each different scenario?

[jojo]

show him the apache config of the OTRS server and ask him the two questions of my last post

[salientanimal]

Ok, I have another, which may seem like a dumb question, but being new to linux, how to I check the Apache configuration? I don't have any GUI installed on my Ubuntu Machine.

[jojo]

please ask your linux admin or the person who did the setup

[salientanimal]

The person who setup Apache is no longer here. I have access to the server where this is installed.

Would the otrs.conf file be the file that I am looking for in the apache2 directory?

[jojo]

yes, this should be the one you need

[salientanimal]

Ok, so this is my config file. Which lines would have to be updated?

Code: Select all

#
# Based upon the NCSA server configuration files originally by Rob McCool.
#
# This is the main Apache server configuration file.  It contains the
# configuration directives that give the server its instructions.
# See http://httpd.apache.org/docs/2.2/ for detailed information about

# the directives.
#
# Do NOT simply read the instructions in here without understanding
# what they do.  They're here only as hints or reminders.  If you are unsure
# consult the online docs. You have been warned.
#
# The configuration directives are grouped into three basic sections:
#  1. Directives that control the operation of the Apache server process as a
#     whole (the 'global environment').
#  2. Directives that define the parameters of the 'main' or 'default' server,
#     which responds to requests that aren't handled by a virtual host.
#     These directives also provide default values for the settings
#     of all virtual hosts.
#  3. Settings for virtual hosts, which allow Web requests to be sent to
#     different IP addresses or hostnames and have them handled by the
#     same Apache server process.
#
# Configuration and logfile names: If the filenames you specify for many
# of the server's control files begin with "/" (or "drive:/" for Win32), the
# server will use that explicit path.  If the filenames do *not* begin
# with "/", the value of ServerRoot is prepended -- so "foo.log"
# with ServerRoot set to "/etc/apache2" will be interpreted by the
# server as "/etc/apache2/foo.log".
#

### Section 1: Global Environment
#
# The directives in this section affect the overall operation of Apache,
# such as the number of concurrent requests it can handle or where it
# can find its configuration files.
#

#
# ServerRoot: The top of the directory tree under which the server's
# configuration, error, and log files are kept.
#
# NOTE!  If you intend to place this on an NFS (or otherwise network)
# mounted filesystem then please read the LockFile documentation (available
# at <URL:http://httpd.apache.org/docs/2.2/mod/mpm_common.html#lockfile>);
# you will save yourself a lot of trouble.
#
# Do NOT add a slash at the end of the directory path.
#
#ServerRoot "/etc/apache2"

#
# The accept serialization lock file MUST BE STORED ON A LOCAL DISK.
#
LockFile ${APACHE_LOCK_DIR}/accept.lock

#
# PidFile: The file in which the server should record its process
# identification number when it starts.
# This needs to be set in /etc/apache2/envvars
#
PidFile ${APACHE_PID_FILE}

#
# Timeout: The number of seconds before receives and sends time out.
#
Timeout 300

#
# KeepAlive: Whether or not to allow persistent connections (more than
# one request per connection). Set to "Off" to deactivate.
#
KeepAlive On

#
# MaxKeepAliveRequests: The maximum number of requests to allow
# during a persistent connection. Set to 0 to allow an unlimited amount.
# We recommend you leave this number high, for maximum performance.
#
MaxKeepAliveRequests 100

#
# KeepAliveTimeout: Number of seconds to wait for the next request from the
# same client on the same connection.
#
KeepAliveTimeout 5

##
## Server-Pool Size Regulation (MPM specific)
##

# prefork MPM
# StartServers: number of server processes to start
# MinSpareServers: minimum number of server processes which are kept spare
# MaxSpareServers: maximum number of server processes which are kept spare
# MaxClients: maximum number of server processes allowed to start


# MaxRequestsPerChild: maximum number of requests a server process serves
<IfModule mpm_prefork_module>
    StartServers          5
    MinSpareServers       5
    MaxSpareServers      10
    MaxClients          150
    MaxRequestsPerChild   0
</IfModule>

# worker MPM
# StartServers: initial number of server processes to start
# MinSpareThreads: minimum number of worker threads which are kept spare
# MaxSpareThreads: maximum number of worker threads which are kept spare
# ThreadLimit: ThreadsPerChild can be changed to this maximum value during a
#              graceful restart. ThreadLimit can only be changed by stopping
#              and starting Apache.
# ThreadsPerChild: constant number of worker threads in each server process
# MaxClients: maximum number of simultaneous client connections
# MaxRequestsPerChild: maximum number of requests a server process serves
<IfModule mpm_worker_module>
    StartServers          2
    MinSpareThreads      25
    MaxSpareThreads      75
    ThreadLimit          64
    ThreadsPerChild      25
    MaxClients          150
    MaxRequestsPerChild   0
</IfModule>

# event MPM
# StartServers: initial number of server processes to start
# MinSpareThreads: minimum number of worker threads which are kept spare
# MaxSpareThreads: maximum number of worker threads which are kept spare
# ThreadsPerChild: constant number of worker threads in each server process
# MaxClients: maximum number of simultaneous client connections
# MaxRequestsPerChild: maximum number of requests a server process serves
<IfModule mpm_event_module>
    StartServers          2
    MinSpareThreads      25
    MaxSpareThreads      75
    ThreadLimit          64
    ThreadsPerChild      25
    MaxClients          150
    MaxRequestsPerChild   0
</IfModule>

# These need to be set in /etc/apache2/envvars
User ${APACHE_RUN_USER}
Group ${APACHE_RUN_GROUP}

#
# AccessFileName: The name of the file to look for in each directory
# for additional configuration directives.  See also the AllowOverride
# directive.
#

AccessFileName .htaccess

#
# The following lines prevent .htaccess and .htpasswd files from being
# viewed by Web clients.
#
<Files ~ "^\.ht">
    Order allow,deny
    Deny from all
    Satisfy all
</Files>

#
# DefaultType is the default MIME type the server will use for a document
# if it cannot otherwise determine one, such as from filename extensions.
# If your server contains mostly text or HTML documents, "text/plain" is
# a good value.  If most of your content is binary, such as applications
# or images, you may want to use "application/octet-stream" instead to
# keep browsers from trying to display binary files as though they are
# text.
#
DefaultType text/plain


#
# HostnameLookups: Log the names of clients or just their IP addresses
# e.g., www.apache.org (on) or 204.62.129.132 (off).
# The default is off because it'd be overall better for the net if people
# had to knowingly turn this feature on, since enabling it means that
# each client request will result in AT LEAST one lookup request to the
# nameserver.
#
HostnameLookups Off

# ErrorLog: The location of the error log file.
# If you do not specify an ErrorLog directive within a <VirtualHost>
# container, error messages relating to that virtual host will be
# logged here.  If you *do* define an error logfile for a <VirtualHost>
# container, that host's errors will be logged there and not here.
#
ErrorLog ${APACHE_LOG_DIR}/error.log

#
# LogLevel: Control the number of messages logged to the error_log.
# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
#
LogLevel warn

# Include module configuration:
Include mods-enabled/*.load
Include mods-enabled/*.conf

# Include all the user configurations:
Include httpd.conf

# Include ports listing
Include ports.conf

#
# The following directives define some format nicknames for use with
# a CustomLog directive (see below).
# If you are behind a reverse proxy, you might want to change %h into %{X-Forwarded-For}i
#
LogFormat "%v:%p %h %l %u %t \"%r\" %>s %O \"%{Referer}i\" \"%{User-Agent}i\"" vhost_combined
LogFormat "%h %l %u %t \"%r\" %>s %O \"%{Referer}i\" \"%{User-Agent}i\"" combined
LogFormat "%h %l %u %t \"%r\" %>s %O" common
LogFormat "%{Referer}i -> %U" referer
LogFormat "%{User-agent}i" agent

# Include of directories ignores editors' and dpkg's backup files,
# see README.Debian for details.

# Include generic snippets of statements
Include conf.d/

# Include the virtual host configurations:
Include sites-enabled/

[jojo]

thats a basic apache file. Not the config for the reverse proxy

[salientanimal]

This is the only other file I can find:

Code: Select all

<IfModule mod_proxy.c>

# If you want to use apache2 as a forward proxy, uncomment the
# 'ProxyRequests On' line and the <Proxy *> block below.
# WARNING: Be careful to restrict access inside the <Proxy *> block.
# Open proxy servers are dangerous both to your network and to the
# Internet at large.
#
# If you only want to use apache2 as a reverse proxy/gateway in
# front of some web application server, you DON'T need
# 'ProxyRequests On'.

ProxyRequests On
<Proxy *>
        AddDefaultCharset off
        Order deny,allow
        #Deny from all
        Allow from all
</Proxy>

# Enable/disable the handling of HTTP/1.1 "Via:" headers.
# ("Full" adds the server version; "Block" removes all outgoing Via: headers)
# Set to one of: Off | On | Full | Block
#ProxyVia Off

</IfModule>

[jojo]

any other config, like vhosts etc? Best would be to ask the guy who did the external config

[salientanimal]

There is a ports.conf:

Code: Select all

NameVirtualHost *:80
Listen 80

<IfModule mod_ssl.c>
    # If you add NameVirtualHost *:443 here, you will also have to change
    # the VirtualHost statement in /etc/apache2/sites-available/default-ssl
    # to <VirtualHost *:443>
    # Server Name Indication for SSL named virtual hosts is currently not
    # supported by MSIE on Windows XP.
    Listen 443
</IfModule>

<IfModule mod_gnutls.c>
    Listen 443
</IfModule>

And then there are one or two other *.conf files in the mods-enabled directory.

I really with I could as the guy who setup the external server but he is in a different time zone. So getting response when I am on isn't always possible.

[salientanimal]

We finally got this to work, what exactly was done I can't say. Sorry, but I wish I could give a full explanation, but I never did the fix . Will try find out though.

[Regis]

Hi,

I have the same problem with OTRS behind an NGINX reverse proxy.
OTRS works fine in my local network but not in external...
are there a special config to do it works ?
Where exactly ? NGINX conf or OTRS conf ?

Can you give me an example ?

many thanks

[smp]

I had the same problem this morning when I tried to configure our proxy.
The solution is, as jojo indicated, that you have to insert a ProxyPass for /otrs-web too

[bitos]

Hi,

I have the same problem with OTRS behind an NGINX reverse proxy.
OTRS works fine in my local network but not in external...
are there a special config to do it works ?
Where exactly ? NGINX conf or OTRS conf ?

Can you give me an example ?

many thanks

Regis, did you ever figure this out? I'm trying to accomplish the same thing.