Unable to open attachments; 500 Internal Server Error

Moderator: crythias

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kongyong92
OTRS newbie
Posts: 43
Joined: 15 Sep 2017, 11:40
OTRS Version?: OTRS v5.0.10
Real Name: Kong-Yong
Company: Rhenus Logistics

Unable to open attachments; 500 Internal Server Error

Post by kongyong92 » 11 Apr 2019, 06:02

Hi all,

Require some advice on this issue.

There are times whereby we are not able to open/save a .eml attachment from the ticket.

The error prompted is 500 Internal Server Error.
500 internal server error.png
It seems to happen only occasionally. For example, out of the 3 .eml files, only 1 of them cannot be opened, leading to the error shown above.
attachment error.png
Questions:
1. Where is the log file located that I should look at for this issue? I tried looking for log files such as /var/tmp/otrs.log.YYYY-MM but it does not indicate anything.
2. Anyone aware of this issue and has solutions for it?

Thanks in advance!
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Best regards,
Kong-Yong

wurzel
OTRS guru
Posts: 2764
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Unable to open attachments; 500 Internal Server Error

Post by wurzel » 11 Apr 2019, 09:14

Hi,

server 500 errors sometimes is permissions. Check the file permissions on the file. Maybe you have a malware scanner on your machine? .eml files may contain a virus or something?

Logfile is usually syslog

You should also think on updating to latest version.

regards
Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 7 SILVER

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    crythias
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    Joined: 04 May 2010, 18:38
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    Re: Unable to open attachments; 500 Internal Server Error

    Post by crythias » 11 Apr 2019, 15:22

    /var/log/apache2/error.log
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