Upload file raise 500 Internal Server error

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yayo
OTRS newbie
Posts: 1
Joined: 20 Feb 2013, 10:36
OTRS Version?: 3.2.1
Real Name: yayo

Upload file raise 500 Internal Server error

Post by yayo »

Hi at all,

I'm new of cool OTRS Word. i have installed and configured all to works with OTRS and we are ready to use OTRS inside our company. I have only one problem: i can't attach any files to ticket or other positions, every time i get "500 internal server error" ...

- I can't see any error log in apache2, mysql log and i don't know where i can find any other logs from OTRS
- i have changed the type of attachment "store": from db to filesystem but problem is here, everytime
- i have checked otrs direct, without redirection, rewrite, reverse proxy or ssl but i have this error every time.

My OTRS Version is: 3.2.1

This is the info from "Support Info" Admin:

Database:

Code: Select all

Check "System Time" vs "Current Timestamp". There is no difference between application server time and database server time. OK
Size of the current database. Database size is 0.005 GB. OK
Check "max_allowed_packet" setting. Your configuration setting is 20 MB. OK
Check "query_cache_size" setting. 16 MB OK
Check Default Storage Engine. The default storage engine is MyISAM. OK
Test if there are tables with a different storage engine. No tables found with different storage engine. OK
Check if the client uses utf8 for the connection. Your client connection is utf8. OK
Check if the database uses utf8 as charset. Your database charset setting is utf8 OK
Check database utf8 support. Your database version supports utf8. OK
Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK
Check database version. MySQL 5.1.66-0+squeeze1
Perl Modules:

Code: Select all

 CGI..............................ok (v3.63)
  o Crypt::PasswdMD5.................ok (v1.3)
  o Crypt::SSLeay....................ok (v0.57)
  o CSS::Minifier....................ok (v0.01)
  o Date::Format.....................ok (v2.24)
  o Date::Pcalc......................ok (v1.2)
  o DBI..............................ok (v1.612)
  o DBD::mysql.......................ok (v4.016)
  o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)
  o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
  o DBD::Pg..........................ok (v2.17.1)
  o Digest::MD5......................ok (v2.39)
  o Digest::SHA::PurePerl............ok (v5.81)
  o Digest::SHA......................ok (v5.47)
  o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.)
  o Encode::Locale...................ok (v1.03)
  o GD...............................ok (v2.39)
    o GD::Text.......................ok (v0.86)
    o GD::Graph......................ok (v1.44)
    o GD::Graph::lines...............ok (v1.15)
    o GD::Text::Align................ok (v1.18)
  o IO::Scalar.......................ok (v2.110)
  o IO::Wrap.........................ok (v2.110)
  o JavaScript::Minifier.............ok (v1.05)
  o JSON.............................ok (v2.53)
    o JSON::PP.......................ok (v2.27200)
    o JSON::XS.......................ok (v2.29)
  o Locale::Codes....................ok (v3.24)
  o LWP::UserAgent...................ok (v6.04)
  o Mail::Internet...................ok (v2.12)
  o Mail::POP3Client.................ok (v2.18)
    o IO::Socket::SSL................ok (v1.33)
  o Mail::IMAPClient.................ok (v3.25)
    o IO::Socket::SSL................ok (v1.33)
  o MIME::Base64.....................ok (v3.08)
  o MIME::Tools......................ok (v5.428)
  o ModPerl::Util....................ok (v2.000004)
    o Apache::DBI....................ok (v1.11)
    o Apache2::Reload................ok (v0.12)
  o Net::DNS.........................ok (v0.66)
  o Net::POP3........................ok (v2.29)
  o Net::IMAP::Simple................ok (v1.2034)
    o IO::Socket::SSL................ok (v1.33)
  o Net::SMTP........................ok (v2.31)
    o Authen::SASL...................ok (v2.16)
    o Net::SMTP::SSL.................ok (v1.01)
    o Net::SMTP::TLS::ButMaintained..ok (v0.20)
  o Net::LDAP........................ok (v0.4001)
  o Net::SSL.........................ok (v2.84)
  o PDF::API2........................ok (v2.015)
    o Compress::Zlib.................ok (v2.020)
  o Storable.........................ok (v2.20)
  o SOAP::Lite.......................ok (v0.715)
    o version........................ok (v0.77)
    o Class::Inspector...............ok (v1.28)
  o Text::CSV........................ok (v1.21)
    o Text::CSV_PP...................ok (v1.29)
    o Text::CSV_XS...................ok (v0.73)
  o Time::HiRes......................ok (v1.9719)
  o XML::Parser......................ok (v2.36)
  o HTTP::Message....................ok (v6.06)
    o HTTP::Headers..................ok (v6.05)
  o URI..............................ok (v1.60)
    o URI::Escape....................ok (v3.31)
  o Scalar::Util.....................ok (v1.21)
  o YAML::XS.........................ok (v0.33)
any help?

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

Re: Upload file raise 500 Internal Server error

Post by CSL »

I'd think that your webserver must be logging some kind of error for this. The error log (could be stored in /var/log/httpd/error_log) should contain the error at least, and hopefully something pointing to the cause. OTRS will log to syslog by default, so you could check that, or a far better way is to change the settings in Core:Log to log to a separate file.

I'd also check you post_max size (how big are the files you are trying to upload?) and that the permissions set correctly on the OTRS directory, so it can write them in if you're using Store instead of DB.
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

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