Internal Server Error on OTRS Upgrade 3.1.1 to 3.1.6

[adupre01]

I've been trying to troubleshoot this without much luck so any help is much appreciated.

We have a system, running OTRS 3.1.1 (on RedHat) and when I try to install the otrs-3.1.6-02.noarch.rpm I get the following error.

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Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Apache/2.2.15 (Red Hat) Server at hampton-test.hamline.edu Port 80

The System Log gives this corresponding error

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Fri Jun 8 13:23:21 2012	error	OTRS-CGI-10	XML::Parser produced errors. I use XML::Parser::Lite as fallback!
Fri Jun 8 13:23:21 2012	error	OTRS-CGI-10	C-Parser:

Also, not sure if this is relevant but here is the apache error log as well.

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[Fri Jun  8 13:23:21 2012] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun  8 13:23:21 2012

 Message: C-Parser: 
not well-formed (invalid token) at line 1, column 0, byte 0 at /usr/lib64/perl5/XML/Parser.pm line 187
!

 Traceback (13127): 
   Module: Kernel::System::XML::XMLParse (v1.108) Line: 749
   Module: Kernel::System::Package::PackageParse (v1.127) Line: 1588
   Module: Kernel::System::Package::PackageIsInstalled (v1.127) Line: 1754
   Module: Kernel::Modules::AdminPackageManager::Run (v1.105) Line: 1037
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Fri Jun  8 13:23:21 2012] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun  8 13:23:21 2012

 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback!

 Traceback (13127): 
   Module: Kernel::System::XML::XMLParse (v1.108) Line: 750
   Module: Kernel::System::Package::PackageParse (v1.127) Line: 1588
   Module: Kernel::System::Package::PackageIsInstalled (v1.127) Line: 1754
   Module: Kernel::Modules::AdminPackageManager::Run (v1.105) Line: 1037
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Fri Jun 08 13:23:21 2012] [error] [Fri Jun  8 13:23:21 2012] Lite.pm: junk '\xed\xab\xee\xdb\x03
[Fri Jun 08 13:23:22 2012] [error] [client 138.192.34.25] File does not exist: /var/www/html/favicon.ico

I'm not entirely sure what I would have changed to cause this error. I was able install ITSM 3.1.4 and FAQ 2.1.2 updates just fine using the ftp in package manager. I've bumped up the allowed packet size to 32MB. I have some ACLs configured and an LDAP hookup for authentication. Any other changes to files have been saved in a "Modified" theme folder, so I don't understand why this is happening. I've also tried running setpermissions and rebuildconfig scripts (because I'm out of ideas) with no apparent result.

[xhoy]

have you run the otrs.CheckModules.pl?


I guesse your missing some perl modules?


Thomas

[adupre01]

hmmmm, I have not, but I will.
thanks

[adupre01]

Alright, I ran CheckModules.pl but the only ones not installed are optional.

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  o CGI..............................ok (v3.59)
   o Crypt::PasswdMD5.................ok (v1.3)
   o CSS::Minifier....................ok (v0.01)
   o Date::Format.....................ok (v2.22)
   o Date::Pcalc......................ok (v1.2)
   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..........................Not installed! (Optional - Required to connect to a PostgreSQL database.)
   o Digest::MD5......................ok (v2.39)
   o Digest::SHA::PurePerl............ok (v5.70)
   o Encode::HanExtra.................Not installed! (Optional - Required to handle mails with several Chinese character sets.)
   o Encode::Locale...................ok (v1.02)
   o GD...............................Not installed! (Optional - Required for stats)
      o GD::Text......................Not installed! (Optional - Required for stats.)
      o GD::Graph.....................Not installed! (Optional - Required for stats.)
      o GD::Graph::lines..............Not installed! (Optional - Required for stats.)
      o GD::Text::Align...............Not installed! (Optional - Required for stats.)
   o IO::Scalar.......................ok (v2.110)
   o IO::Wrap.........................ok (v2.110)
   o JavaScript::Minifier.............ok (v1.05)
   o JSON.............................ok (v2.53)
      o JSON::PP......................ok (v2.27200)
      o JSON::XS......................Not installed! (Optional - Install it for faster AJAX/JavaScript handling.)
   o Locale::Codes....................ok (v3.18)
   o LWP::UserAgent...................ok (v6.03)
   o Mail::Internet...................ok (v2.08)
   o Mail::POP3Client.................ok (v2.18 )
      o IO::Socket::SSL...............ok (v1.31)
   o Mail::IMAPClient.................Not installed! (Optional - Required for IMAP TLS connections.)
      o IO::Socket::SSL...............ok (v1.31)
   o MIME::Base64.....................ok (v3.08)
   o MIME::Tools......................ok (v5.428)
   o ModPerl::Util....................ok (v2.000004)
      o Apache::DBI...................ok (v1.11)
      o Apache2::Reload...............ok (v0.11)
   o Net::DNS.........................ok (v0.65)
   o Net::POP3........................ok (v2.29)
   o Net::IMAP::Simple................ok (v1.20271)
      o Net::IMAP::Simple::SSL........ok (v1.3)
   o Net::SMTP........................ok (v2.31)
      o Authen::SASL..................ok (v2.15)
      o Net::SMTP::SSL................ok (v1.01)
      o Net::SMTP::TLS::ButMaintained.ok (v0.18)
   o Net::LDAP........................ok (v0.39)
   o PDF::API2........................Not installed! (Optional - Required for PDF output.)
      o Compress::Zlib................ok (v2.02)
   o SOAP::Lite.......................ok (v0.714)
      o version.......................ok (v0.77)
      o Class::Inspector..............ok (v1.25)
   o Text::CSV........................ok (v1.21)
      o Text::CSV_PP..................ok (v1.29)
      o Text::CSV_XS..................Not installed! (Optional - Install it for faster CSV handling.)
   o XML::Parser......................ok (v2.36)
   o HTTP::Message....................ok (v6.02)
      o HTTP::Headers.................ok (v6.00)
   o URI..............................ok (v1.59)
      o URI::Escape...................ok (v3.31)
   o Scalar::Util.....................ok (v1.21)