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