[SOLVED] Internal Server Error on Ticket Zoom

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ashley420
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[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
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Re: Internal Server Error on Ticket Zoom

Post by reneeb »

The mail contains invalid UTF-8 characters. Which version of OTRS are you using?
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ashley420
Znuny newbie
Posts: 19
Joined: 08 Nov 2012, 16:35
Znuny 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
Znuny newbie
Posts: 19
Joined: 08 Nov 2012, 16:35
Znuny 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
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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


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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...
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