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

White Screen on Ticket Reply

Hi

Since upgrading to the latest version we have been getting issues when replying to tickets. We get a totally white screen after hitting reply. If we then edit the URL to remove the `#reply` we can see our replies in the ticket thread.

There are no errors outputted to either the dev console or screen (PHP errors are turned on and set to display).

osTicket Version: v1.10 (901e5ea)
Web Server Software: Microsoft-IIS/8.5
MySQL Version 5.6.33
PHP Version: 5.4.45
PHP Error log entries: No PHP errors at all
Mail Sending: SMTP
Mail Fetching/Receiving: POP3 (Office365)
Operating System: Windows 2012 R2 (PLESK 12.5.30 Update #54)
Client or Staff side of the UI: Staff
Location: http://INTERNALURL/scp/tickets.php?id=76#reply

Any suggestions?


Comments

  • A white screen indicates a PHP error.  Please consult your PHP error log and provide the error logged there.
  • Hi ntozier

    The logs are blank for the white screen. I forced an error by creating a syntax error just to prove that PHP was logging correctly and that generated the error as expected. However when I do a normal reply nothing is logged at all.

    Burgi
  • With out an error I do not think that I will be able to assist you.  I cannot replicate this in our setup, so I can only presume that it has something to do with your environment.
  • I would suggest to inspect your white page using chrome's (ctrl+shift+i)/other browsers dev tools, to see if there is json error or similar.
  • I did some more digging and got these errors out of the web server:
    2016-12-07 12:59:30    XXX.XXX.XXX.XXX    418    POST /scp/ajax.php/lock/ticket/78 - HTTP/1.1    http://INTERNAL/scp/tickets.php?id=78   ; Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:50.0) Gecko/20100101 Firefox/50.0    384     IIS access
    2016-12-07 13:00:01    XXX.XXX.XXX.XXX    200    POST /scp/ajax.php/draft/538 - HTTP/1.1    http://INTERNAL/scp/tickets.php?id=78   ; Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:50.0) Gecko/20100101 Firefox/50.0    631     IIS access
    2016-12-07 13:00:18    XXX.XXX.XXX.XXX    500    POST /scp/tickets.php id=78 HTTP/1.1    http://INTERNAL/scp/tickets.php?id=78   ; Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:50.0) Gecko/20100101 Firefox/50.0    351     IIS access

    I was surprised at the 418 response (teapot error). @sperrow the console shows nothing but the network tab shows a 500.



    {
    "log": {
    "version": "1.1",
    "creator": {
    "name": "Firefox",
    "version": "50.0.2"
    },
    "browser": {
    "name": "Firefox",
    "version": "50.0.2"
    },
    "pages": [
    {
    "startedDateTime": "2016-12-07T13:00:16.862+00:00",
    "id": "page_2",
    "title": "http://INTERNAL/scp/tickets.php?id=78#reply",
    "pageTimings": {
    "onContentLoad": -1,
    "onLoad": -1
    }
    }
    ],
    "entries": [
    {
    "pageref": "page_2",
    "startedDateTime": "2016-12-07T13:00:16.862+00:00",
    "time": 914,
    "request": {
    "bodySize": 1404,
    "method": "POST",
    "url": "http://INTERNAL/scp/tickets.php?id=78#reply",
    "httpVersion": "HTTP/1.1",
    "headers": [
    {
    "name": "Host",
    "value": "INTERNAL"
    },
    {
    "name": "User-Agent",
    "value": "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:50.0) Gecko/20100101 Firefox/50.0"
    },
    {
    "name": "Accept",
    "value": "text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
    },
    {
    "name": "Accept-Language",
    "value": "en-GB,en;q=0.5"
    },
    {
    "name": "Accept-Encoding",
    "value": "gzip, deflate"
    },
    {
    "name": "Referer",
    "value": "http://INTERNAL/scp/tickets.php?id=78"
    },
    {
    "name": "Cookie",
    "value": "_ga=GA1.3.1405099129.1464689264; OSTSESSID=9estpf92g3l3aj2inmmcdukg72"
    },
    {
    "name": "Connection",
    "value": "keep-alive"
    },
    {
    "name": "Upgrade-Insecure-Requests",
    "value": "1"
    }
    ],
    "cookies": [
    {
    "name": "_ga",
    "value": "GA1.3.1405099129.1464689264"
    },
    {
    "name": "OSTSESSID",
    "value": "9estpf92g3l3aj2inmmcdukg72"
    }
    ],
    "queryString": [
    {
    "name": "id",
    "value": "78"
    }
    ],
    "postData": {
    "mimeType": "",
    "params": [],
    "text": "Content-Type: multipart/form-data; boundary=---------------------------25618121283210\r\nContent-Length: 1293\r\n\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"__CSRFToken__\"\r\n\r\n02a6421b796ad170c40ed36529da26d6e258b1f7\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"id\"\r\n\r\n78\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"msgId\"\r\n\r\n\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"a\"\r\n\r\nreply\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"lockCode\"\r\n\r\n\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"emailreply\"\r\n\r\n1\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"emailcollab\"\r\n\r\n1\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"draft_id\"\r\n\r\n\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"response\"\r\n\r\nThis is a test\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"signature\"\r\n\r\nnone\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"reply_status_id\"\r\n\r\n1\r\n-----------------------------25618121283210\r\nContent-Disposition: form-data; name=\"draft_id\"\r\n\r\n\r\n-----------------------------25618121283210--\r\n"
    },
    "headersSize": 491
    },
    "response": {
    "status": 500,
    "statusText": "Internal Server Error",
    "httpVersion": "HTTP/1.1",
    "headers": [
    {
    "name": "Cache-Control",
    "value": "no-store, no-cache, must-revalidate, post-check=0, pre-check=0"
    },
    {
    "name": "Content-Length",
    "value": "0"
    },
    {
    "name": "Content-Type",
    "value": "text/html; charset=utf-8"
    },
    {
    "name": "Date",
    "value": "Wed, 07 Dec 2016 13:00:18 GMT"
    },
    {
    "name": "Expires",
    "value": "Thu, 19 Nov 1981 08:52:00 GMT"
    },
    {
    "name": "Pragma",
    "value": "no-cache"
    },
    {
    "name": "Server",
    "value": "Microsoft-IIS/8.5"
    },
    {
    "name": "X-Powered-By",
    "value": "ASP.NET"
    },
    {
    "name": "X-Powered-By-Plesk",
    "value": "PleskWin"
    }
    ],
    "cookies": [],
    "content": {
    "mimeType": "text/html; charset=utf-8",
    "size": 0,
    "text": ""
    },
    "redirectURL": "",
    "headersSize": 351,
    "bodySize": 1895
    },
    "cache": {},
    "timings": {
    "blocked": 0,
    "dns": 0,
    "connect": 0,
    "send": 0,
    "wait": 913,
    "receive": 1
    },
    "serverIPAddress": "XXX.XXX.XXX.XXX",
    "connection": "80"
    }
    ]
    }
    }
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