Large uploads are failing

[bayerex]

Hi all,

Our customers are sometimes required to upload large files into their tickets to us. Small files always work but it seems anything over approx 50MB seems to fail.

Our uploads are stored in the file system and WebMaxFileUpload = 500000000

The brower completes the upload in the expected time (typically 5-10mins for a 350MB file), then states that it's waiting on otrs.ourserver.com.. This continues for another hour or so until eventually it timesout and fails.

How can I fix this?

[reneeb]

Any messages in the log files?

[bayerex]

Any messages in the log files?

No, file uploads don't seem to get logged. What's worse is, if someone else is in the process of attemting to upload a file over approx 50MB then then all other users are unable to upload anything until that process has closed.

Help!!

[bayerex]

In a vain attempt to try something I have just this minute changed mysql max_allowed_packet = 500M but it hasn't made any difference

[wurzel]

Hi,

database upload must allow this big packages. Although you use file system for storage.

I suggest: for big file transfer, use scp or sftp. not a web upload function.

Flo

[bayerex]

Hi,

I suggest: for big file transfer, use scp or sftp. not a web upload function.

Flo

scp/sftp would basically mean telling our customers/agents to use a completely different system for transfering files. This won't be accepted by anyone unless it's absolutely impossible for OTRS to support large files uploaded to tickets

[bayerex]

I've just tried out a totally clean install of v3.2.5 (on a fresh installed Win 7) and the same problem still occurs! - a clean install, all except for setting FS storage and WebMaxFileUpload = 500000000

This must surely be a bug_.?

[jojo]

did you check apache error log also?

[bayerex]

did you check apache error log also?

nothing much in error.log

Code: Select all

Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
httpd.exe: Could not reliably determine the server's fully qualified domain name, using 192.168.0.100 for ServerName
[Fri May 03 07:11:32 2013] [notice] Apache/2.2.22 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations
[Fri May 03 07:11:32 2013] [notice] Server built: Jan 28 2012 11:16:39
[Fri May 03 07:11:32 2013] [notice] Parent: Created child process 500
httpd.exe: Could not reliably determine the server's fully qualified domain name, using 192.168.0.100 for ServerName
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
httpd.exe: Could not reliably determine the server's fully qualified domain name, using 192.168.0.100 for ServerName
[Fri May 03 07:11:38 2013] [notice] Child 500: Child process is running
[Fri May 03 07:11:38 2013] [notice] Child 500: Acquired the start mutex.
[Fri May 03 07:11:38 2013] [notice] Child 500: Starting 64 worker threads.
[Fri May 03 07:11:38 2013] [notice] Child 500: Starting thread to listen on port 80.
Scalars leaked: 1
[Fri May  3 07:11:42 2013] ZZZAAuto.pm: Subroutine Load redefined at C:/PROGRA~1/OTRS/OTRS/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Fri May  3 07:11:42 2013] ZZZAuto.pm: Subroutine Load redefined at C:/PROGRA~1/OTRS/OTRS/Kernel/Config/Files/ZZZAuto.pm line 7.
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
[Fri May  3 07:11:52 2013] ZZZAAuto.pm: Subroutine Load redefined at C:/PROGRA~1/OTRS/OTRS/Kernel/Config/Files/ZZZAAuto.pm line 7.
[Fri May  3 07:11:52 2013] ZZZAuto.pm: Subroutine Load redefined at C:/PROGRA~1/OTRS/OTRS/Kernel/Config/Files/ZZZAuto.pm line 7.
[Fri May 03 07:12:08 2013] [notice] Parent: child process exited with status 255 -- Restarting.
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
httpd.exe: Could not reliably determine the server's fully qualified domain name, using 192.168.0.100 for ServerName
[Fri May 03 07:12:15 2013] [notice] Apache/2.2.22 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations
[Fri May 03 07:12:15 2013] [notice] Server built: Jan 28 2012 11:16:39
[Fri May 03 07:12:15 2013] [notice] Parent: Created child process 3552
httpd.exe: Could not reliably determine the server's fully qualified domain name, using 192.168.0.100 for ServerName
Scalars leaked: 1
Scalars leaked: 1
Scalars leaked: 1
httpd.exe: Could not reliably determine the server's fully qualified domain name, using 192.168.0.100 for ServerName
[Fri May 03 07:12:21 2013] [notice] Child 3552: Child process is running
[Fri May 03 07:12:21 2013] [notice] Child 3552: Acquired the start mutex.
[Fri May 03 07:12:21 2013] [notice] Child 3552: Starting 64 worker threads.
[Fri May 03 07:12:21 2013] [notice] Child 3552: Starting thread to listen on port 80.

Access.log..

Code: Select all

192.168.0.105 - - [03/May/2013:07:11:38 +0200] "GET / HTTP/1.1" 302 218
192.168.0.105 - - [03/May/2013:07:11:38 +0200] "GET /otrs/index.pl HTTP/1.1" 200 2811
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/js/js-cache/ModuleJS_af0b76a53425fb55440710c40adbd90b.js HTTP/1.1" 200 685
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/skins/Agent/default/css/thirdparty/ui-theme/jquery-ui.css HTTP/1.1" 200 5534
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/js/js-cache/CommonJS_cd944f1897652c36ad404255f9399931.js HTTP/1.1" 200 339908
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/skins/Agent/default/img/widget_bg_100.png HTTP/1.1" 200 103
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/skins/Agent/default/img/logo_bg.png HTTP/1.1" 200 1756
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/skins/Agent/default/img/header_bg.png HTTP/1.1" 200 2078
192.168.0.105 - - [03/May/2013:07:11:39 +0200] "GET /otrs-web/skins/Agent/default/img/arrow_top.png HTTP/1.1" 200 278
192.168.0.105 - - [03/May/2013:07:11:42 +0200] "POST /otrs/index.pl HTTP/1.1" 302 117
192.168.0.105 - - [03/May/2013:07:11:42 +0200] "GET /otrs/index.pl?OTRSAgentInterface=5816107bdccefb413fa303bc65d9a2da5a HTTP/1.1" 200 6683
192.168.0.105 - - [03/May/2013:07:11:45 +0200] "GET /otrs-web/skins/Agent/default/img/navigation_sprite.png HTTP/1.1" 200 1559
192.168.0.105 - - [03/May/2013:07:11:45 +0200] "GET /otrs-web/skins/Agent/default/img/logout_sprite.png HTTP/1.1" 200 1219
192.168.0.105 - - [03/May/2013:07:11:44 +0200] "GET /otrs-web/js/js-cache/ModuleJS_23ad53e44c2d340002c6fe039c489064.js HTTP/1.1" 200 66918
192.168.0.105 - - [03/May/2013:07:11:45 +0200] "GET /otrs-web/skins/Agent/default/img/search_bg.png HTTP/1.1" 200 314
192.168.0.105 - - [03/May/2013:07:11:46 +0200] "GET /otrs-web/skins/Agent/default/img/stars.png HTTP/1.1" 200 1206
192.168.0.105 - - [03/May/2013:07:11:46 +0200] "GET /otrs-web/skins/Agent/default/img/flag_shadow.png HTTP/1.1" 200 136
192.168.0.105 - - [03/May/2013:07:11:46 +0200] "GET /otrs-web/skins/Agent/default/img/widget_settings.png HTTP/1.1" 200 260
192.168.0.105 - - [03/May/2013:07:11:45 +0200] "GET /otrs-web/skins/Agent/default/img/tab_isolator_light.png HTTP/1.1" 200 77
192.168.0.105 - - [03/May/2013:07:11:46 +0200] "GET /otrs-web/skins/Agent/default/img/widget_close.png HTTP/1.1" 200 243
192.168.0.105 - - [03/May/2013:07:11:45 +0200] "GET /otrs-web/skins/Agent/default/img/toggle_arrow.png HTTP/1.1" 200 306
192.168.0.105 - - [03/May/2013:07:11:48 +0200] "GET /otrs/index.pl?Action=AgentTicketZoom;TicketID=2 HTTP/1.1" 200 6198
192.168.0.105 - - [03/May/2013:07:11:48 +0200] "GET /otrs-web/skins/Agent/default/css-cache/ModuleCSS_19824984928814a504a39c55c3e75ade.css HTTP/1.1" 200 683
192.168.0.105 - - [03/May/2013:07:11:48 +0200] "GET /otrs-web/js/js-cache/ModuleJS_a4dc2712be7a53a92449a9fa1dde8e42.js HTTP/1.1" 200 23418
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/icons/redled-small.png HTTP/1.1" 200 381
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/gradient_light.png HTTP/1.1" 200 100
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/tab_isolator.png HTTP/1.1" 200 77
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/zoom_active2.png HTTP/1.1" 200 356
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/thead_isolator.png HTTP/1.1" 200 174
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/direction_header.png HTTP/1.1" 200 156
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/attachment_header.png HTTP/1.1" 200 194
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs-web/skins/Agent/default/img/articleview.png HTTP/1.1" 200 160
192.168.0.105 - - [03/May/2013:07:11:50 +0200] "GET /otrs-web/skins/Agent/default/img/gradient_lightdark.png HTTP/1.1" 200 97
192.168.0.105 - - [03/May/2013:07:11:50 +0200] "GET /otrs-web/skins/Agent/default/img/direction_incoming.png HTTP/1.1" 200 167
192.168.0.105 - - [03/May/2013:07:11:49 +0200] "GET /otrs/index.pl?Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=2;FileID=1;OTRSAgentInterface=5816107bdccefb413fa303bc65d9a2da5a HTTP/1.1" 200 176
192.168.0.105 - - [03/May/2013:07:11:50 +0200] "GET /otrs-web/skins/Agent/default/img/handle.png HTTP/1.1" 200 949
192.168.0.105 - - [03/May/2013:07:11:50 +0200] "GET /otrs-web/skins/Agent/default/img/action_hover.png HTTP/1.1" 200 166
192.168.0.105 - - [03/May/2013:07:11:52 +0200] "POST /otrs/index.pl HTTP/1.1" 200 21
192.168.0.105 - - [03/May/2013:07:12:21 +0200] "GET /otrs/index.pl?Action=AgentTicketNote;TicketID=2 HTTP/1.1" 200 3594
192.168.0.105 - - [03/May/2013:07:12:24 +0200] "GET /otrs-web/js/js-cache/ModuleJS_2e4584e791f1abc3ef82e36b576a9f9b.js HTTP/1.1" 200 4558
192.168.0.105 - - [03/May/2013:07:12:24 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/ckeditor.js HTTP/1.1" 200 438514
192.168.0.105 - - [03/May/2013:07:12:25 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/lang/en.js?t=CB30 HTTP/1.1" 200 15670
192.168.0.105 - - [03/May/2013:07:12:25 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/skins/moono/editor.css?t=CB30 HTTP/1.1" 200 4521
192.168.0.105 - - [03/May/2013:07:12:25 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/plugins/onchange/plugin.js?t=CB30 HTTP/1.1" 200 4296
192.168.0.105 - - [03/May/2013:07:12:25 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/skins/moono/icons.png HTTP/1.1" 200 17690
192.168.0.105 - - [03/May/2013:07:12:26 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/contents.css HTTP/1.1" 200 705
192.168.0.105 - - [03/May/2013:07:12:27 +0200] "GET /otrs-web/js/thirdparty/ckeditor-4.0/styles.js?t=CB30 HTTP/1.1" 200 3583
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[bayerex]

Btw I get exactly the same problem even using the latest OTRS-3.2.6.

What else should I checking about from this?

-fb storage in Sysconfig
- WebMaxFileUpload = 500000000 in Sysconfig
mysql max_allowed_packet = 500M (my.ini)

[jojo]

check upload cache settings also.