Can't finish installation with Installer.pl

loofid · Post by **loofid** » 27 Dec 2019, 18:31

Hello,

I installed OTRS 6.0.24 following the documentation but I can't configure it via "http://<host_address>/otrs/installer.pl".
Indeed, I don't see the "Next" button displayed (see screenshot attached).
I note that there are the following logs:

Code: Select all

ERROR: OTRS-CGI-10 Perl: 5.24.1 OS: linux Time: Fri Dec 27 07:54:27 2019
 Message: Access denied for user 'otrs'@'localhost' (using password: YES)

 RemoteAddress: XXX.XXX.XXX.XXX
 RequestURI: /otrs/installer.pl

 Traceback (6400):
   Module: Kernel::System::DB::Prepare Line: 682
   Module: Kernel::System::Valid::ValidList Line: 74
   Module: Kernel::System::Valid::ValidLookup Line: 120
   Module: Kernel::System::Valid::ValidIDsGet Line: 160
   Module: Kernel::System::State::StateGetStatesByType Line: 395
   Module: Kernel::Output::HTML::Layout::Footer Line: 1626
   Module: Kernel::Modules::Installer::Run Line: 178
   Module: Kernel::System::Web::InterfaceInstaller::Run Line: 128
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_installer_2epl::handler Line: 37
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32

ERROR: OTRS-CGI-10 Perl: 5.24.1 OS: linux Time: Fri Dec 27 07:54:27 2019

 Message: No Valid for valid found!

 RemoteAddress: XXX.XXX.XXX.XXX
 RequestURI: /otrs/installer.pl

 Traceback (6400):
   Module: Kernel::System::Valid::ValidLookup Line: 139
   Module: Kernel::System::Valid::ValidIDsGet Line: 160
   Module: Kernel::System::State::StateGetStatesByType Line: 395
   Module: Kernel::Output::HTML::Layout::Footer Line: 1626
   Module: Kernel::Modules::Installer::Run Line: 178
   Module: Kernel::System::Web::InterfaceInstaller::Run Line: 128
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_installer_2epl::handler Line: 37
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32

I don't know if it's relevant but it is a test installation and there is already a MariaDB instance used by another application that is working fine.
The operating system is Debian 9.11.
The MariaDB/MySQL otrs user and database don't exist.

Thanks !

wurzel · Post by **wurzel** » 28 Dec 2019, 10:31

Hi,

Message: Access denied for user 'otrs'@'localhost' (using password: YES)

indicates that your mysql user has no permission.

- check if database exists
- check if user exists
- check proper permissions

It is unusual that on installer.pl the 'otrs'@'localhost' user is used. You have a modified /opt/otrs/Kernel/Config.pm file?

If you want to use the installer.pl you have to
- drop the database, delete the user from mysql
- copy the Kernel/Config.pm.dist to Kernel/Config.pm
- set proper file permissions with the otrs.SetPermissions.pl script

try the installer file again and use a user for mysql with create database permissions (e.g. root permissions) to create the database + user.

Should work like a charm

Ah... and please... if a error occurs, provide the logs of system, mysql and apache.

Flo

loofid · Post by **loofid** » 30 Dec 2019, 11:57

Hi Wurzel,

Thank you very much for replying.

I've checked what you asked :
- check if database exists : it doesn't

Code: Select all

MariaDB [(none)]> show databases;
+--------------------+
| Database           |
+--------------------+
| information_schema |
| mysql              |
| performance_schema |
| phpipam            |
+--------------------+

- check if user exists : it doesn't

Code: Select all

MariaDB [(none)]> select user from mysql.user;
+---------+
| user    |
+---------+
| phpipam |
| root    |
+---------+

- check proper permissions : no database and no user, so no permissions

You have a modified /opt/otrs/Kernel/Config.pm file? No, I only copied "/opt/otrs/Kernel/Config.pm.dist" to "/opt/otrs/Kernel/Config.pm"

If you want to use the installer.pl you have to
- drop the database, delete the user from mysql : Neither the database nor the user exist
- copy the Kernel/Config.pm.dist to Kernel/Config.pm : I already did it (but did it again)

Code: Select all

/opt/otrs/Kernel# cp Config.pm.dist Config.pm

- set proper file permissions with the otrs.SetPermissions.pl script : I re-ran the script

Code: Select all

/opt/otrs# bin/otrs.SetPermissions.pl
Setting permissions on /opt/otrs
/opt/otrs# ls -lh .
total 1,4M
-rw-rw----  1 otrs www-data 456K oct.  31 21:52 ARCHIVE
-rw-rw----  1 otrs www-data 4,0K oct.  31 20:13 AUTHORS.md
drwxrwsr-x  4 otrs www-data 4,0K déc.  27 10:39 bin
-rw-rw----  1 otrs www-data 868K oct.  31 20:13 CHANGES.md
-rw-rw----  1 otrs www-data   70 oct.  31 20:13 CONTRIBUTING.md
-rw-rw----  1 otrs www-data  35K sept. 14  2018 COPYING
-rw-rw----  1 otrs www-data  16K oct.  31 20:13 COPYING-Third-Party
drwxrwsr-x  2 otrs www-data 4,0K oct.  31 20:13 Custom
drwxrwsr-x  3 otrs www-data 4,0K oct.  31 20:13 doc
drwxrwsr-x  3 otrs www-data 4,0K nov.  13  2017 i18n
-rw-rw----  1 otrs www-data  141 oct.  31 20:13 INSTALL.md
drwxrwsr-x 10 otrs www-data 4,0K déc.  27 09:35 Kernel
-rw-rw----  1 otrs www-data 2,5K oct.  31 20:13 README.md
-rw-rw----  1 otrs www-data  157 oct.  31 21:52 RELEASE
drwxrwsr-x  8 otrs www-data 4,0K oct.  31 20:13 scripts
-rw-rw----  1 otrs www-data 3,5K sept. 19 17:05 SECURITY.md
-rw-rw----  1 otrs www-data  133 oct.  31 20:13 UPDATING.md
drwxrwsr-x 14 otrs www-data 4,0K déc.  27 09:10 var

try the installer file again and use a user for mysql with create database permissions (e.g. root permissions) to create the database + user. : I can't find the "Next" button on the first page.

Ah... and please... if a error occurs, provide the logs of system, mysql and apache. : I have no logs from MySQL but here is what I found for apache2 :

Code: Select all

<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:48 +0100] "GET /otrs/Core.Init.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:48 +0100] "GET /otrs/Core.JavaScriptEnhancements.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:49 +0100] "GET /otrs/Core.Debug.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:49 +0100] "GET /otrs/Core.Exception.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:49 +0100] "GET /otrs/Core.Data.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:49 +0100] "GET /otrs/Core.Config.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:49 +0100] "GET /otrs/Core.Language.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:50 +0100] "GET /otrs/Core.Template.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:50 +0100] "GET /otrs/Core.JSON.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:50 +0100] "GET /otrs/Core.App.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:50 +0100] "GET /otrs/Core.App.Responsive.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:50 +0100] "GET /otrs/Core.AJAX.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:51 +0100] "GET /otrs/Core.UI.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:51 +0100] "GET /otrs/Core.UI.InputFields.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:51 +0100] "GET /otrs/Core.UI.Accordion.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:51 +0100] "GET /otrs/Core.UI.Datepicker.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:52 +0100] "GET /otrs/Core.UI.DnD.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:52 +0100] "GET /otrs/Core.UI.Floater.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:52 +0100] "GET /otrs/Core.UI.Resizable.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:52 +0100] "GET /otrs/Core.UI.Table.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:52 +0100] "GET /otrs/Core.UI.Accessibility.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101 Firefox/71.0"
<otrs_host>:80 <distant_host> - - [30/Dec/2019:10:27:53 +0100] "GET /otrs/Core.UI.RichTextEditor.js HTTP/1.1" 404 493 "http://<otrs_host_ip>/otrs/installer.pl" "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:71.0) Gecko/20100101

It seems that some files cannot be found.

I've linked the "/opt/otrs/scripts/apache2-httpd.include.conf" to eht apache "sites-enabled" folder :

/etc/apache2/sites-enabled# ls -lh zzz_otrs.conf
lrwxrwxrwx 1 root root 44 déc. 26 14:34 zzz_otrs.conf -> /opt/otrs/scripts/apache2-httpd.include.conf

I keep looking...

wurzel · Post by **wurzel** » 30 Dec 2019, 13:51

Hi,

actually everything looks fine. Strange you do not see the next button.

Any addons installed on your browser?
All needed perl modules installed properly?
Perl enabled in apache2?
$OTRSHOME = /opt/otrs ?

Flo

loofid · Post by **loofid** » 30 Dec 2019, 15:08

Hi,

Are the "404" normal in the logs ? It seems the path is incorrect. Shouldn' it be "GET /otrs-web/js/<file>.js" ?

Any addons installed on your browser? : I've tried to disable all addons on FIrefox and I have the same issue. I also tried with Chrome but it isn't better

All needed perl modules installed properly? : I think this is ok

Code: Select all

/opt/otrs# bin/otrs.CheckModules.pl
  o Apache::DBI......................ok (v1.12)
  o Apache2::Reload..................ok (v0.13)
  o Archive::Tar.....................ok (v2.32)
  o Archive::Zip.....................ok (v1.67)
  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
  o Crypt::SSLeay....................Not installed! To install, you can use: 'apt-get install -y libcrypt-ssleay-perl'. (optional - Required for Generic Interface REST transport and SOAP SSL connections.)
  o Date::Format.....................ok (v2.24)
  o DateTime.........................ok (v1.51)
  o DBI..............................ok (v1.642)
  o DBD::mysql.......................ok (v4.041)
  o DBD::ODBC........................Not installed! To install, you can use: 'apt-get install -y libdbd-odbc-perl'. (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..........................Not installed! To install, you can use: 'apt-get install -y libdbd-pg-perl'. (optional - Required to connect to a PostgreSQL database.)
  o Digest::SHA......................ok (v6.02)
  o Encode::HanExtra.................ok (v0.23)
  o IO::Socket::SSL..................ok (v2.066)
  o JSON::XS.........................ok (v4.02)
  o List::Util::XS...................ok (v1.53)
  o LWP::UserAgent...................ok (v6.26)
  o Mail::IMAPClient.................ok (v3.42)
    o IO::Socket::SSL................ok (v2.066)
    o Authen::SASL...................ok (v2.16)
    o Authen::NTLM...................Not installed! To install, you can use: 'apt-get install -y libauthen-ntlm-perl'. (optional - Required for NTLM authentication mechanism in IMAP connections.)
  o ModPerl::Util....................ok (v2.000010)
  o Net::DNS.........................ok (v1.20)
  o Net::LDAP........................ok (v0.66)
  o Net::SMTP........................ok (v3.11)
  o Template.........................ok (v3.002)
  o Template::Stash::XS..............ok (undef)
  o Text::CSV_XS.....................ok (v1.40)
  o Time::HiRes......................ok (v1.9760)
  o XML::LibXML......................ok (v2.0201)
  o XML::LibXSLT.....................ok (v1.95)
  o XML::Parser......................ok (v2.44)
  o YAML::XS.........................ok (v0.80)

Perl enabled in apache2? : I think this is ok too

Code: Select all

/opt/otrs# apache2ctl -M | grep perl
 perl_module (shared)

$OTRSHOME = /opt/otrs ? Yes

Code: Select all

otrs@<hostname>:~$ echo $HOME
/opt/otrs

I'm really confused because as you said, it should work...

Bastien

wurzel · Post by **wurzel** » 30 Dec 2019, 18:15

Hi,

yes, seems correct for me. (not the 404 errors, but all the other things seem correct)
You might want to wait for more answers from other users.

Any personal firewall or SELINUX active?

Florian

loofid · Post by **loofid** » 30 Dec 2019, 19:09

Thanks for answering. I can't figure out what is wrong.

And no, no firewalling or SELINUX active.

Really strange...

Bastien

zzz · Post by **zzz** » 31 Dec 2019, 13:28

Hey,

That will most likely not solve your problem, but you should never use sites-enabled directly. Use sites-available instead and enable it with a2ensite.
Also, get sure that the following apache modules are enabled: perl, version, deflate, filter, headers.

You can also ignore the access denied message.

Best regards
Emin

loofid · Post by **loofid** » 06 Jan 2020, 15:58

Hi Emin,

Thanks for your reply. I've tried using "sites-available" but it didn't solve the problem. And I confirm that the apache modules you listed are enabled :

Code: Select all

# apachectl -M | grep -E "perl|version|deflate|filter|headers"
 version_module (static)
 deflate_module (shared)
 filter_module (shared)
 headers_module (shared)
 perl_module (shared)

I made a fresh install on a new VM and it works as expected so, we can assume that it's a configuration issue.

Thanks for your help. I think I'll continue with the new install !

Bastien

Znuny and ((OTRS)) Community Edition

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