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

After upgrade not working anymore

During upgrade I have not seen any error.

After upgrade I tried to issue a new ticket and did not receive it.

Dashboard/Syslog showed these entries while upgrading:

System logs

Upgrader - d51f303a applied
Patch 16fcef4a-d51f303a applied successfully (v1.8.0)

Upgrader - dad45ca2 applied
Patch d51f303a-dad45ca2 applied successfully (1.8.0 - HTML ticket thread)

Upgrader - dad45ca2 (task pending).
The NewHtmlTemplate task reports there is work to do

DB Error #1054
[SELECT id, `key` FROM ost_file WHERE signature='h6zc6UtnLiOrQZq9HwTtUacr_1w3kYqn' AND size=5128] Unknown column 'key' in 'field list'

---- Backtrace ----
#0 (root)/include/mysqli.php(138): osTicket->logDBError('DB Error #1054', '[SELECT id, `ke...')
#1 (root)/include/class.file.php(322): db_query('SELECT id, `key...')
#2 (root)/include/class.file.php(490): AttachmentFile::save(Array)
#3 (root)/include/upgrader/streams/core/d51f303a-dad45ca2.task.php(21): AttachmentFile::create(Array, Array)
#4 (root)/include/class.upgrader.php(371): NewHtmlTemplate->run(30)
#5 (root)/include/class.upgrader.php(122): StreamUpgrader->doTask()
#6 (root)/include/ajax.upgrader.php(35): Upgrader->doTask()
#7 [internal function]: UpgraderAjaxAPI->upgrade()
#8 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)
#9 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/upgrader', NULL)
#10 (root)/scp/ajax.php(114): Dispatcher->resolve('/upgrader')
#11 {main}

DB Error #1054
[INSERT INTO ost_file SET created=NOW() , type='image/png', size=5128, name='powered-by-osticket.png', `key`='b56944cb4722cc5cda9d1e23a3ea7fbc', signature='h6zc6UtnLiOrQZq9HwTtUacr_1w3kYqn'] Unknown column 'key' in 'field list'

---- Backtrace ----
#0 (root)/include/mysqli.php(138): osTicket->logDBError('DB Error #1054', '[INSERT INTO os...')
#1 (root)/include/class.file.php(348): db_query('INSERT INTO ost...')
#2 (root)/include/class.file.php(490): AttachmentFile::save(Array)
#3 (root)/include/upgrader/streams/core/d51f303a-dad45ca2.task.php(21): AttachmentFile::create(Array, Array)
#4 (root)/include/class.upgrader.php(371): NewHtmlTemplate->run(30)
#5 (root)/include/class.upgrader.php(122): StreamUpgrader->doTask()
#6 (root)/include/ajax.upgrader.php(35): Upgrader->doTask()
#7 [internal function]: UpgraderAjaxAPI->upgrade()
#8 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)
#9 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/upgrader', NULL)
#10 (root)/scp/ajax.php(114): Dispatcher->resolve('/upgrader')
#11 {main}

DB Error #1054
[SELECT id, `key` FROM ost_file WHERE signature='fiak1C25LaMYZhVXc2weGfgAaiVKnzAJ' AND size=6879] Unknown column 'key' in 'field list'

---- Backtrace ----
#0 (root)/include/mysqli.php(138): osTicket->logDBError('DB Error #1054', '[SELECT id, `ke...')
#1 (root)/include/class.file.php(322): db_query('SELECT id, `key...')
#2 (root)/include/class.file.php(490): AttachmentFile::save(Array)
#3 (root)/include/upgrader/streams/core/d51f303a-dad45ca2.task.php(21): AttachmentFile::create(Array, Array)
#4 (root)/include/class.upgrader.php(371): NewHtmlTemplate->run(30)
#5 (root)/include/class.upgrader.php(122): StreamUpgrader->doTask()
#6 (root)/include/ajax.upgrader.php(35): Upgrader->doTask()
#7 [internal function]: UpgraderAjaxAPI->upgrade()
#8 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)
#9 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/upgrader', NULL)
#10 (root)/scp/ajax.php(114): Dispatcher->resolve('/upgrader')
#11 {main}

DB Error #1054
[INSERT INTO ost_file SET created=NOW() , type='image/png', size=6879, name='kangaroo.png', `key`='6fe1efdea357534d238b86e7860a7c5a', signature='fiak1C25LaMYZhVXc2weGfgAaiVKnzAJ'] Unknown column 'key' in 'field list'

---- Backtrace ----
#0 (root)/include/mysqli.php(138): osTicket->logDBError('DB Error #1054', '[INSERT INTO os...')
#1 (root)/include/class.file.php(348): db_query('INSERT INTO ost...')
#2 (root)/include/class.file.php(490): AttachmentFile::save(Array)
#3 (root)/include/upgrader/streams/core/d51f303a-dad45ca2.task.php(21): AttachmentFile::create(Array, Array)
#4 (root)/include/class.upgrader.php(371): NewHtmlTemplate->run(30)
#5 (root)/include/class.upgrader.php(122): StreamUpgrader->doTask()
#6 (root)/include/ajax.upgrader.php(35): Upgrader->doTask()
#7 [internal function]: UpgraderAjaxAPI->upgrade()
#8 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)
#9 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/upgrader', NULL)
#10 (root)/scp/ajax.php(114): Dispatcher->resolve('/upgrader')
#11 {main}

DB Error #1062
[INSERT INTO ost_attachment SET object_id=0, `type`='D', inline=1, file_id=''] Duplicate entry '0-0-D' for key 'PRIMARY'

---- Backtrace ----
#0 (root)/include/mysqli.php(138): osTicket->logDBError('DB Error #1062', '[INSERT INTO os...')
#1 (root)/include/upgrader/streams/core/d51f303a-dad45ca2.task.php(27): db_query('INSERT INTO ost...')
#2 (root)/include/class.upgrader.php(371): NewHtmlTemplate->run(30)
#3 (root)/include/class.upgrader.php(122): StreamUpgrader->doTask()
#4 (root)/include/ajax.upgrader.php(35): Upgrader->doTask()
#5 [internal function]: UpgraderAjaxAPI->upgrade()
#6 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)
#7 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/upgrader', NULL)
#8 (root)/scp/ajax.php(114): Dispatcher->resolve('/upgrader')
#9 {main}

Upgrader - 61c9d5d7 applied
Patch dad45ca2-61c9d5d7 applied successfully (v1.8.0-dpr1 Dynamic Forms)

Upgrader - 61c9d5d7 (task pending).
The DynamicFormLoader task reports there is work to do

Upgrader - dad45ca2-61c9d5d7 cleanup
Applied cleanup script /var/www/support.elmit.com/include/upgrader/streams/core/dad45ca2-61c9d5d7.cleanup.sql

Upgrader - 6de40a4d applied
Patch 61c9d5d7-6de40a4d applied successfully (1.8-stable)

Upgrader - 6de40a4d (task pending).
The CompanyFormLoader task reports there is work to do

Upgrader - 1b0fce99 applied
Patch 6de40a4d-1b0fce99 applied successfully (v1.8.1 - Plugins)

Upgrader - ed60ba20 applied
Patch 1b0fce99-ed60ba20 applied successfully (v1.8 - Collaboration)

Upgrader - 934954de applied
Patch ed60ba20-934954de applied successfully (v1.8.1)

Upgrader - f1ccd3bb applied
Patch 934954de-f1ccd3bb applied successfully (v1.8.1)

Upgrader - f5692e24 applied
Patch f1ccd3bb-f5692e24 applied successfully (v1.8.1)

Upgrader - f5692e24 (task pending).
The DropTicketEmailInfoPk task reports there is work to do

Upgrader - f1ccd3bb-f5692e24 cleanup
Applied cleanup script /var/www/support.elmit.com/include/upgrader/streams/core/f1ccd3bb-f5692e24.cleanup.sql

What might be the reason, and how to fix it?


Comments

  • It looks like the 1.8.1 update to that table didn't happen.

    ALTER TABLE `%TABLE_PREFIX%file`
        ADD `bk` CHAR(1) NOT NULL DEFAULT 'D' AFTER `ft`,
        -- RFC 4288, Section 4.2 declares max MIMEType at 255 ascii chars
        CHANGE `type` `type` varchar(255) collate ascii_general_ci NOT NULL default '',
        CHANGE `size` `size` BIGINT(20) NOT NULL DEFAULT 0,
        CHANGE `hash` `key` VARCHAR(86) COLLATE ascii_general_ci,
        ADD `signature` VARCHAR(86) COLLATE ascii_bin AFTER `key`,
        ADD `attrs` VARCHAR(255) AFTER `name`,
        ADD INDEX (`signature`);
  • The DB errors aren't uncommon during the upgrade and I feel are likely unrelated. Could you describe your issue more thoroughly? How did you try to issue a new ticket, and what didn't you receive?
  • edited March 2014
    ntozier: I have updated the database table according to your post

    jared: I am puzzled about your question, but here is the recording:

    1. go to my web site /support
    2. click Open a New Ticket
    3. fill out the form:
        Help Topic: Billing
        my email address: xxxx@xxx.com
        my full name: Tester One
        Phone number: --
        Ext: --
        Issue Summary: Test issue
        Issue Details: Test issue details
        CAPTCHA Text   12345  12345
    4. click on `create ticket`

    5. Screen shows:

    Support ticket request created
    Tester Ronald,

    Thank you for contacting us.

    A support ticket request #XXXXXX has been created and a representative will be getting back to you shortly if necessary.

    Support Team

    6. Do the laundry, drink coffee, wait two days
        Nothing happens, the issuer does not get an email, with the #XXXXX in it, the admin for billing does not get an email either.

    The possibility that email is broken I rule out, since the database error during upgrade came to me by email as well.

    Login to the staff panel - Open Tickets:
    There the ticket is
  • This thread is not particularly clear about what is not working for you. The only thing that I see is 6?  You are saying that new ticket alerts are not being sent to the client?

    IF yes please add your setup information to this thread:
    http://osticket.com/forum/discussion/76432/email-quit-working

    If No please clarify what isn't working here.

    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.
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