[SOLVED] Internal Server Error on Ticket Zoom

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ashley420
OTRS newbie
Posts: 19
Joined: 08 Nov 2012, 16:35
OTRS Version?: 3.1.11

[SOLVED] Internal Server Error on Ticket Zoom

Post by ashley420 »

Hi,
I am currently running OTRS 3.1.12 on RHEL 5.9. The customer and agent backend is AD and I am using Apache to do NTLM auth. I am also using ITSM 3.1.7 bundle with KIXCore and KIX4OTRS. This setup is working fine from a couple of months without any error.
Recently, we received a ticket from a customer and while zooming on the ticket agent received "Internal Server Error"
On reviewing the apache logs, I found the following:-

Code: Select all

[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs/KIXCore/Kernel/Output/HTML/Layout.pm line 4086.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs/KIXCore/Kernel/Output/HTML/Layout.pm line 4086.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 750.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 750.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 750.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 750.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 768.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 768.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 768.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 768.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 677.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 677.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 677.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 677.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 684.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 684.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 684.
[Fri Feb  8 14:58:43 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 684.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 696.
[Fri Feb  8 14:58:44 2013] -e: Malformed UTF-8 character (character 0xffff) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 943.
[Fri Feb 08 14:58:44 2013] [error] Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/System/HTMLUtils.pm line 943.\n


I checked under Support Assessment and all checks are green except Check "query_cache_size" setting which is Critical. I never checked it earlier so I am not sure since when it is critical.
Surprisingly, when I tried to print the ticket, I was able to see the message sent by customer. I checked with customer and he forwarded an HTML email which has some links with text.

I am totally clueless what is causing this and how to correct this?

Any help is much appreciated.

Thanks
Last edited by ashley420 on 12 Feb 2013, 15:07, edited 1 time in total.
OTRS 3.3.3 on Linux (CentOS 6.5 x64) with MySQL database. Customer and Agent backend Microsoft AD on Windows 2003.

reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: Internal Server Error on Ticket Zoom

Post by reneeb »

The mail contains invalid UTF-8 characters. Which version of OTRS are you using?
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

ashley420
OTRS newbie
Posts: 19
Joined: 08 Nov 2012, 16:35
OTRS Version?: 3.1.11

Re: Internal Server Error on Ticket Zoom

Post by ashley420 »

I am using version 3.1.12
OTRS 3.3.3 on Linux (CentOS 6.5 x64) with MySQL database. Customer and Agent backend Microsoft AD on Windows 2003.

ashley420
OTRS newbie
Posts: 19
Joined: 08 Nov 2012, 16:35
OTRS Version?: 3.1.11

Re: Internal Server Error on Ticket Zoom

Post by ashley420 »

After an update of the OS, the problem is resolved. I don't know what caused is and what resolved it.
OTRS 3.3.3 on Linux (CentOS 6.5 x64) with MySQL database. Customer and Agent backend Microsoft AD on Windows 2003.

ferrosti
OTRS ninja
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: [SOLVED] Internal Server Error on Ticket Zoom

Post by ferrosti »

I experience the same error running OTRS 3.0.17. I got it the first time for a long time now today. It´s been like 3 years or so since it happened first.
Could it be due to an old perl version? I am running perl 5.8.8 on this erroneous one.
Latest SLES uses 5.10.0, but I cannot test it on this machine.

I get this error from otrs.PostMasterMailbox.pl


Request for Comment ()
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IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
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reneeb
OTRS guru
Posts: 4795
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: [SOLVED] Internal Server Error on Ticket Zoom

Post by reneeb »

It could be due to the old Perl version. Unicode handling was improved a lot since Perl 5.8.8...
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

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