Internal Server Error

[Mahesh]

Hi,

I am getting " 500 INTERNAL SERVER ERROR" while trying to login to Agent interface. But the Customer.pl interface works fine and I am able to see the tickets.

THe system details are :--

1) Centos 6.5
2) OTRS 3.3.6

Please help.

Thanks
Mahesh

[RStraub]

In regard to this great post:
viewtopic.php?f=53&t=16009

What do your logs say? -- You WILL be asked this question. If in Windows, check otrs.log

[reneeb]

What do the logs (OTRS log and apache log) say?

[Mahesh]

THe is the output for /var/log/httpd/error.log
==========================================================

[Tue May 13 13:02:06 2014] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 203.
ERROR: OTRS-CGI-25 Perl: 5.10.1 OS: linux Time: Tue May 13 13:02:06 2014

Message: Host '172.16.4.4' is not allowed to connect to this MySQL server

RemoteAddress: 172.16.4.250
RequestURI: /otrs/index.pl?OTRSAgentInterface=25FURv670PfppjHthh6zifgxxoT0YOiSYM

Traceback (1723):
Module: Kernel::System::DB::new (OTRS 3.3.6) Line: 223
Module: Kernel::Modules::AgentDashboardCommon::new (OTRS 3.3.6) Line: 46
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.6) Line: 855
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) 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

[Tue May 13 13:02:06 2014] [error] [Tue May 13 13:02:06 2014] -e: Got no DBObject! at /opt/otrs//Kernel/Output/HTML/DashboardProductNotify.pm line 30.\n
===================================

Additionally I have tried to delete the cache and sessions but still unable to login to Agent.pl.

Thanks
Mahesh

[RStraub]

This messages sounds like OTRS does not have valid DB settings in the config file - on the other hand you say you can connect via customer.pl ...

Could you manually verifiy that you can connect to mysql with the settings from the Config.pm ?
Also, could you run the [otrs]/bin/otrs.CheckModules.pl and make sure you have the proper modules for your db installed?

[reneeb]

You should address this message:

Message: Host '172.16.4.4' is not allowed to connect to this MySQL server

OTRS can't connect to the database...

[reneeb]

This messages sounds like OTRS does not have valid DB settings in the config file [...]

Either that or the DB user isn't allowed to connect from the said IP (than the OP has to change the settings in the DB).

[Mahesh]

Here is what I have checked :--

1) From the Config.pm file setting I am able to connect to the mysql DB
2) The database names and username/password are correct in the Config.pm file.
3) SE Linux is disabled.
4) Below is the output of ./otrs.CheckModule.pl

=========================================================================================
[root@centos bin]# ./otrs.CheckModules.pl
o Crypt::Eksblowfish::Bcrypt.......Not installed! (optional - For strong password hashing.)
o Crypt::SSLeay....................ok (v0.57)
o Date::Format.....................ok (v2.22)
o DBI..............................ok (v1.609)
o DBD::mysql.......................ok (v4.013)
o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)
o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
o DBD::Pg..........................ok (v2.15.1)
o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.)
o GD...............................ok (v2.44)
o GD::Text.......................ok (v0.86)
o GD::Graph......................ok (v1.44)
o IO::Socket::SSL..................ok (v1.31)
o JSON::XS.........................ok (v2.27)
o List::Util::XS...................ok (v1.21)
o LWP::UserAgent...................ok (v6.05)
o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.)
o IO::Socket::SSL................ok (v1.31)
o ModPerl::Util....................ok (v2.000004)
o Net::DNS.........................ok (v0.65)
o Net::LDAP........................ok (v0.40)
o Net::SSL.........................ok (v2.84)
o PDF::API2........................Not installed! (optional - Required for PDF output.)
o Compress::Zlib.................ok (v2.021)
o Text::CSV_XS.....................ok (v0.85)
o Time::HiRes......................ok (v1.9721)
o XML::Parser......................ok (v2.36)
o YAML::XS.........................ok (v0.38)
========================================================================
Please assist...

[reneeb]

1) From the Config.pm file setting I am able to connect to the mysql DB

How did you check this? Did you run the "mysql" command on the server where OTRS is installed? Did you run the otrs.CheckDB.pl script?

[Mahesh]

Hi,

I have checked it with both the methods and able to connect successfully.

Thanks
Mahesh

[Mahesh]

Hi

I added these 2 lines in my Config.pm and things started working ...

$Self->{SessionModule} = 'Kernel::System::AuthSession::FS';
#$Self->{SessionModule} = 'Kernel::System::AuthSession::DB';

I do not know how ....

[Mahesh]

Now when I click on the "Dashboard" tab the same error occurs ... "INternal Server error"

[reneeb]

Again: What do the logs say? Usually an Internal Server Error triggers a message in the Apache error.log.

[crythias]

If this is an existing database, it's possible tables have crashed.

[Mahesh]

I have somehow resolved the "Internal Error" issue.

Observed a strange thing now ..... All TABS are working fine now ..... But .

When I click on "Dashboard" TAB i still get the "Internal Server Error"

Help is needed.

Thanks
Mahesh

[crythias]

Since the apache error logs are invisible to us, we have to assume the program is working as expected. If you post again without showing logs, which you've been requested no less than four times, you won't get any response.

Logs are needed.
Logs are needed.
Logs are needed.

[Mahesh]

Hi,

Below is the log


[Thu May 15 06:31:22 2014] [error] Got no DBObject! at /opt/otrs//Kernel/Output/HTML/DashboardProductNotify.pm line 30.\n

Many THanks
Mahesh

[Mahesh]

Hi,

Any update on this ??

THanks
Mahesh

[crythias]

Any update on this ??

If you don't see one...

And if this is the only error, you might considering disabling/unchecking DashboardProductNotify.pm in SysConfig
Edit Config Settings in Framework -> Frontend::Agent::Dashboard

[Mahesh]

Hi,

Did the mentioned settings but still receiving the same error. Do i need to delet cache .. or something else ????

Thanks Mahesh

[crythias]

Did the mentioned settings but still receiving the same error

I doubt that the logs say the same thing.

Did it ever work for you? What changed? Are you making customizations?
Did you disable selinux?
How did you install?