OTRS6 install - unable to Lock Default Settings

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sommerzeit
Znuny newbie
Posts: 11
Joined: 15 Dec 2017, 17:12
Znuny Version: 6.0.2
Real Name: Florian Sommer

OTRS6 install - unable to Lock Default Settings

Post by sommerzeit »

Hello OTRS-Community.

I am using OTRS Version: 6.0.2
I am using OS: Debian 9.3 (without GUI)
I am using Database: MySQL 15.1, Distrib 10.1.26-MariaDB
I have this problem:
I'm trying to install OTRS 6.0.2 on a debian 9.3. but when I access *ipaddress*/otrs/installer.pl and run the script, I'm getting a Fatal Error after a successfull connection to the SQL-Database:
I'm using Chrome to run the installer.pl

I am encountering my issue on this screen:
http://ipadress/otrs/installer.pl
System was unable to Lock Default Settings

Backend ERROR: OTRS-CGI-10 Perl: 5.24.1 OS: linux Time: Mon Dec 18 10:40:47 2017

Message: System was unable to lock Default Settings

RemoteAddress: 194.96.22.74
RequestURI: /otrs/installer.pl

Traceback (2329):
Module: Kernel::System::SysConfig::ConfigurationXML2DB Line: 2586
Module: Kernel::Modules::Installer::_CheckConfig Line: 1464
Module: Kernel::Modules::Installer::Run Line: 719
Module: Kernel::System::Web::InterfaceInstaller::Run Line: 128
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_installer_2epl::handler Line: 39
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

I can replicate the issue by: rerunning the otrs-installer.pl
This is what I've tried:
rerunning the otrs-installer-pl
Completely reinstalling debian and rerunning the installing-routine as described here: http://doc.otrs.com/doc/manual/admin/st ... -on-debian

My question is:
Where is this coming from and how can I succeed with the installation?

I've already installed OTRS 5 this year and had no problems.

Looking forward to your answers.

Best regards,
Sommer

Edit:
I just looked through the apache error.log.
It seems that there is something wrong with /opt/otrs/Kernel/System/DB.pm.

The message is either: Table 'abcdefg' doesn't exist, SQL: 'EXECUTE FKStatement'
or: Can't create table `abcdefg`.`#sql-212_9` (errno: 150 "Foreign key constraint is incorrectly formed"), SQL: 'EXECUTE FKStatement'

Could this be a bug in the installing-routine of 6.0.2?

I now attached the apache error.log file:
Last edited by sommerzeit on 19 Dec 2017, 11:55, edited 1 time in total.
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: OTRS6 install - unable to Lock Default Settings

Post by fcasal »

The error looks like that cames form the mysql database so one question: is the database empty?
sommerzeit
Znuny newbie
Posts: 11
Joined: 15 Dec 2017, 17:12
Znuny Version: 6.0.2
Real Name: Florian Sommer

Re: OTRS6 install - unable to Lock Default Settings

Post by sommerzeit »

The database had the following tables:

Code: Select all

+--------------------------------+
| Tables_in_otrs                 |
+--------------------------------+
| acl                            |
| acl_sync                       |
| article                        |
| article_data_mime              |
| article_data_mime_attachment   |
| article_data_mime_plain        |
| article_data_mime_send_error   |
| article_data_otrs_chat         |
| article_flag                   |
| article_search_index           |
| article_sender_type            |
| auto_response                  |
| auto_response_type             |
| calendar                       |
| calendar_appointment           |
| calendar_appointment_ticket    |
| cloud_service_config           |
| communication_channel          |
| communication_log              |
| communication_log_obj_lookup   |
| communication_log_object       |
| communication_log_object_entry |
| customer_company               |
| customer_preferences           |
| customer_user                  |
| customer_user_customer         |
| dynamic_field                  |
| dynamic_field_obj_id_name      |
| dynamic_field_value            |
| follow_up_possible             |
| form_draft                     |
| generic_agent_jobs             |
| gi_debugger_entry              |
| gi_debugger_entry_content      |
| gi_webservice_config           |
| gi_webservice_config_history   |
| group_customer                 |
| group_customer_user            |
| group_role                     |
| group_user                     |
| groups                         |
| link_object                    |
| link_relation                  |
| link_state                     |
| link_type                      |
| mail_account                   |
| mail_queue                     |
| notification_event             |
| notification_event_item        |
| notification_event_message     |
| package_repository             |
| personal_queues                |
| personal_services              |
| pm_activity                    |
| pm_activity_dialog             |
| pm_entity_sync                 |
| pm_process                     |
| pm_transition                  |
| pm_transition_action           |
| postmaster_filter              |
| process_id                     |
| queue                          |
| queue_auto_response            |
| queue_preferences              |
| queue_standard_template        |
| role_user                      |
| roles                          |
| salutation                     |
| scheduler_future_task          |
| scheduler_recurrent_task       |
| scheduler_task                 |
| search_profile                 |
| service                        |
| service_customer_user          |
| service_preferences            |
| service_sla                    |
| sessions                       |
| signature                      |
| sla                            |
| sla_preferences                |
| smime_signer_cert_relations    |
| standard_attachment            |
| standard_template              |
| standard_template_attachment   |
| sysconfig_default              |
| sysconfig_default_version      |
| sysconfig_deployment           |
| sysconfig_deployment_lock      |
| sysconfig_modified             |
| sysconfig_modified_version     |
| system_address                 |
| system_data                    |
| system_maintenance             |
| ticket                         |
| ticket_flag                    |
| ticket_history                 |
| ticket_history_type            |
| ticket_index                   |
| ticket_lock_index              |
| ticket_lock_type               |
| ticket_loop_protection         |
| ticket_number_counter          |
| ticket_priority                |
| ticket_state                   |
| ticket_state_type              |
| ticket_type                    |
| ticket_watcher                 |
| time_accounting                |
| user_preferences               |
| users                          |
| valid                          |
| virtual_fs                     |
| virtual_fs_db                  |
| virtual_fs_preferences         |
| web_upload_cache               |
| xml_storage             
I guess it was kind of a rights problem.
I reinstalled debian and otrs again and now it worked. Altough I have no idea what I did different this time...

Anyway thanks for your support.

Best regards
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: OTRS6 install - unable to Lock Default Settings

Post by fcasal »

The otrs installer creates its own database, so if it is a new installation, delete the database and let the installer to create a new one.
emillo
Znuny newbie
Posts: 4
Joined: 12 Feb 2016, 01:05
Znuny Version: 5.0.6
Real Name: Emil D

Re: OTRS6 install - unable to Lock Default Settings

Post by emillo »

What if my OTRS is not new instance? How can i fix that?
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: OTRS6 install - unable to Lock Default Settings

Post by fcasal »

There are 3 new level patchs applied that fix many things. Give a try.
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