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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Cannot upload file on user side during the creation of a ticket.

Our user would like to upload a zip file on user side but she failed. Attached pls find the screen dump of the message shown on the user's screen. In the error.log file of our Apache Server, the following error messages are shown.
===========================
[Mon Nov 10 11:21:45.531250 2014] [:error] [pid 4028:tid 900] [client 10.13.235.14:53423] PHP Fatal error:  Class 'finfo' not found in C:\\Apache24\\htdocs\\include\\class.file.php on line 335, referer: http://10.13.143.240:88/tickets.php
[Mon Nov 10 11:21:57.656250 2014] [:error] [pid 4028:tid 860] [client 10.13.235.14:53435] PHP Fatal error:  Class 'finfo' not found in C:\\Apache24\\htdocs\\include\\class.file.php on line 335, referer: http://10.13.143.240:88/tickets.php
[Mon Nov 10 11:21:57.656250 2014] [:error] [pid 4028:tid 868] [client 10.13.235.14:53436] PHP Fatal error:  Class 'finfo' not found in C:\\Apache24\\htdocs\\include\\class.file.php on line 335, referer: http://10.13.143.240:88/tickets.php
[Mon Nov 10 11:21:57.781250 2014] [:error] [pid 4028:tid 852] [client 10.13.235.14:53437] PHP Fatal error:  Class 'finfo' not found in C:\\Apache24\\htdocs\\include\\class.file.php on line 335, referer: http://10.13.143.240:88/tickets.php
[Mon Nov 10 11:21:57.781250 2014] [:error] [pid 4028:tid 900] [client 10.13.235.14:53434] PHP Fatal error:  Class 'finfo' not found in C:\\Apache24\\htdocs\\include\\class.file.php on line 335, referer: http://10.13.143.240:88/tickets.php
[Mon Nov 10 11:22:46.453125 2014] [:error] [pid 4028:tid 900] [client 10.13.235.14:53478] PHP Fatal error:  Class 'finfo' not found in C:\\Apache24\\htdocs\\include\\class.file.php on line 335, referer: http://10.13.143.240:88/tickets.php
===========================

Our user and us are located at different sites. She has tried to upload the files individually and it still failed. I have upload the same zip file at our site and it can be uploaded successfully. I can also uploaded the files individually and the files are uploaded successfully.

The software configuration of our osTicket system is as follows.

osTicket Versionv1.9.4 (c18eac4)
Web Server SoftwareApache/2.4.10 (Win32) PHP/5.5.14
MySQL Version5.6.19
PHP Version5.5.14

Any help is appreciated. Thank you!

Comments

  • Attached pls find the screen dump of the message shown on the user's screen.
    DTS Team User File upload Error.png
    1300 x 930 - 74K
  • The message is shown on the user's screen is

    File Upload Error:
    2014.11.10@PRD.zip
    undefined500


    DTS Team User File upload Error.png
    1300 x 930 - 74K
  • Hi I have the same issue,  strange thing is that I can add file if I do it from the server hosting the website.  I believe it something to do with rights.

    second strange this is that when file has been added using the server PC, then I can download it on another PC and then use it as attachment on cases... 

    what cause error 500 when adding file, both drag and drop and selecting it?
  • Hi Eric..

    Found solution... if you activate php_fileinfo.dll in the PHP.ini, then it will work. ;)
  • That extension is enabled by default as of PHP 5.3.0.  Did you two install PHP using some non-PHP.net version?
  • I used Wamp server for installation, but i´m using 5.3.0, older than came with the latest wamp installation.

    Could be useful to add a check if this is enabled on the info tab of osticket.
  • I get this issue also. I have edited my php.ini file to activate php_fileinfo.dll as instructed above.
    This has fixed the issue for me on my local server. But my ISP has control over the php.ini settings on the Internet server so I cannot make the same change there!

    Correct me if I'm wrong, but I don't believe the previous version of osTicket (1.7.1) used php_fileinfo.dll so why change? This affects my API routines now, so that attachments on incoming tickets fail through the API because of this error:
    Class 'finfo' not found in ........htdocs\\support\\include\\class.file.php on line 335, referer:

    It was working in osTicket 1.7.1 now using v1.9.4 and cannot send in tickets with attachments via the API. Is there an alternative work around? Could I somehow re-instate parts of the earlier class.file.php to avoid using php_fileinfo?

    My PHP skills are very limited!
  • The issue is already fixed and the fix should be included in the next version. You can apply the fix by hand as long as there is no new osTicket version released. But please make a backup before applying the changes!

    Here the pull request:
    https://github.com/osTicket/osTicket-1.8/pull/1437
  • I am having a similar issue, but error code 403 with no entries in the PHP or nginx log file.
    Using Chrome browser, i get a popup window the ticket doesn't get created.  Using IE, there is no pop-up, the ticket gets created, but without attachment(s).

    osTicket Versionv1.9.9-1-gbe2f138 (be2f138)
    Web Server Softwarenginx/1.0.15
    MySQL Version5.5.44
    PHP Version5.4.23
    File Upload Error Screen Capture.JPG
    1734 x 970 - 129K
This discussion has been closed.