Can't log in after full disk crash

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magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Can't log in after full disk crash

Post by magnussolberg »

Hi,

We're having an issue with not being able to log in after a server crash. The disk went full, so we remediated this by deleting some old log files and backups.

After a reboot, the server comes up fine (a CentOS 5), and so, it seems, does OTRS. However, when we try to open the login screen, we're met by a "lo fi" version of the usual login screen, and the input fields (username/password) can not be written to.

OTRS keeps fetching mail via POP3 and sends out notifications - but since we can't log in we have no way of managing tickets.

Any advice?

magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Re: Can't log in after full disk crash

Post by magnussolberg »

Additional info: The "lo fi" version of the login web page warns that the browser I'm using is too old. We've tried Chrome, Firefox and IE9, same result.

CSL
OTRS wizard
Posts: 159
Joined: 11 Nov 2011, 19:27
OTRS Version?: 3.0.11

Re: Can't log in after full disk crash

Post by CSL »

This means that the javascript files needed for the login page to function are not being served by the webserver, possibly because they are corrupted.

After something like this you should check both the integrity of your database(s) and the integrity of the file system. Mysqlcheck should do this for your databases if you run Mysql:
http://dev.mysql.com/doc/refman/5.0/en/mysqlcheck.html

And fsck will do this for your filesystem:
http://linuxpoison.blogspot.co.uk/2009/ ... ystem.html
Backend: OTRS 3.0.11 RedHat Enterprise Linux 6.2, Apache, MySQL with replication
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL

magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Re: Can't log in after full disk crash

Post by magnussolberg »

Hi,

Thanks so much for your reply.

1. Ran mysqlcheck --all-databases with no reported errors, except for a warning on the time_accounting_table:

otrs.time_accounting_table
warning : 1 client is using or hasn't closed the table properly
status : OK

Ran --repair on the table, that one's now fixed.

2. Did a init 1 and unmounted the filesystem before running fsck - no errors found...

Rebooted the server, still have the same issue.

FiL
OTRS expert
Posts: 69
Joined: 13 Jul 2010, 18:02
OTRS Version?: 2.4.7

Re: Can't log in after full disk crash

Post by FiL »

Run the setPermissions.pl script

Like this I think

/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=www
--web-user=wwwrun --web-group=www /opt/otrs
Dev
OTRS-Version: 3.1.7
System: Ubuntu Linux

Prod
OTRS-Version 3.0.9
System: Ubuntu Linux

magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Re: Can't log in after full disk crash

Post by magnussolberg »

This fails with "user www does not exist".

FiL
OTRS expert
Posts: 69
Joined: 13 Jul 2010, 18:02
OTRS Version?: 2.4.7

Re: Can't log in after full disk crash

Post by FiL »

Type in
id otrs
Last edited by FiL on 15 Oct 2012, 12:01, edited 2 times in total.
Dev
OTRS-Version: 3.1.7
System: Ubuntu Linux

Prod
OTRS-Version 3.0.9
System: Ubuntu Linux

magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Re: Can't log in after full disk crash

Post by magnussolberg »

magnussolberg wrote:This fails with "user www does not exist".
sorry, my bad. it fails with "user wwwrun does not exist".

FiL
OTRS expert
Posts: 69
Joined: 13 Jul 2010, 18:02
OTRS Version?: 2.4.7

Re: Can't log in after full disk crash

Post by FiL »

Maybe this should work.
I´m not sure about the users on CentOs

/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs/
Dev
OTRS-Version: 3.1.7
System: Ubuntu Linux

Prod
OTRS-Version 3.0.9
System: Ubuntu Linux

magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Re: Can't log in after full disk crash

Post by magnussolberg »

FiL wrote:Type in
id otrs
Output: uid=501(otrs) gid=48(apache) groups=48(apache)

magnussolberg
OTRS newbie
Posts: 11
Joined: 15 Oct 2012, 09:20
OTRS Version?: 3.x IITSM
Real Name: Magnus Solberg
Company: Watchcom Security Group AS

Re: Can't log in after full disk crash

Post by magnussolberg »

FiL wrote:Maybe this should work.
I´m not sure about the users on CentOs

/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs/

That command went through - but no difference on the login page, I'm afraid.

FiL
OTRS expert
Posts: 69
Joined: 13 Jul 2010, 18:02
OTRS Version?: 2.4.7

Re: Can't log in after full disk crash

Post by FiL »

You should take a look at your apache log if there are any errors
Dev
OTRS-Version: 3.1.7
System: Ubuntu Linux

Prod
OTRS-Version 3.0.9
System: Ubuntu Linux

CSL
OTRS wizard
Posts: 159
Joined: 11 Nov 2011, 19:27
OTRS Version?: 3.0.11

Re: Can't log in after full disk crash

Post by CSL »

I'd run delete cache:
perl /opt/otrs/bin/otrs.DeleteCache.pl

And rebuid config:
perl /opt/otrs/bin/otrs.RebuildConfig.pl

In case the system is still trying to serve malformed cache files. Further than this, the apache log should identify the problem. Also check the OTRS log to see if there are any relevant entries.
Backend: OTRS 3.0.11 RedHat Enterprise Linux 6.2, Apache, MySQL with replication
Frontend: OTRS 3.0.11 RedHat Enterprise Linux 6.2 with SELinux, Apache SSL

fifan
OTRS newbie
Posts: 1
Joined: 21 Feb 2013, 07:44
OTRS Version?: 3.2.0

Re: Can't log in after full disk crash

Post by fifan »

Hello!
We have the same problem. Did you repair your OTRS server?
Thanks

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