Unable to open attachments; 500 Internal Server Error

[kongyong92]

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!

[wurzel]

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

[crythias]

/var/log/apache2/error.log