Otrs internal server error - Исправление ошибок и поиск оптимальных решений проблем

Модератор: ykolesnikov

wolf109: OTRS Новобранец; Сообщения: 23; Зарегистрирован: 26 май 2014, 10:06

Установка OTRS (500 — Internal server error.)

Добрый день!
OS: Windows 2008r2
Версия OTRS: 3.3.7-3.0.5
Версия Active Perl: 5.16.3 Build 1604

После установки OTRS возникает следующая проблема, при переходе по ссылке http://localhost/otrs/installer.pl

Server Error in Application «DEFAULT WEB SITE/OTRS»
Internet Information Services 7.5
Error Summary
HTTP Error 500.0 — Internal Server Error
There is a problem with the resource you are looking for, so it cannot be displayed.
Detailed Error Information
Module IsapiModule
Notification ExecuteRequestHandler
Handler PerlEx
Error Code 0x8007007e
Requested URL http://192.168.11.8:80/otrs/installer.pl
Physical Path C:otrsOTRSbincgi-bininstaller.pl
Logon Method Anonymous
Logon User Anonymous
Most likely causes:
The path to the ISAPI Filter is incorrect.
IIS received the request; however, an internal error occurred during the processing of the request. The root cause of this error depends on which module handles the request and what was happening in the worker process when this error occurred.
IIS was not able to access the web.config file for the Web site or application. This can occur if the NTFS permissions are set incorrectly.
IIS was not able to process configuration for the Web site or application.
The authenticated user does not have permission to use this DLL.
Things you can try:
Ensure that the path to the ISAPI DLL is correct.
Ensure that the NTFS permissions for the web.config file are correct and allow access to the Web server’s machine account.
Check the event logs to see if any additional information was logged.
Verify the permissions for the DLL.
Create a tracing rule to track failed requests for this HTTP status code. For more information about creating a tracing rule for failed requests, click here.
Links and More Information
This error means that there was a problem while processing the request. The request was received by the Web server, but during processing a fatal error occurred, causing the 500 error.
View more information »

Было: OTRS ITSM 3.3.11, Win2008r2, ActivePerl 5.16.3.
Стало: OTRS 5.0.10, CentOS 6.6, Perl 5.10.1.

alexus26: OTRS Новобранец; Сообщения: 157; Зарегистрирован: 31 май 2011, 10:27; Откуда: Ставрополь

Re: Установка OTRS (500 — Internal server error.)

Сообщение

alexus26 » 27 май 2014, 09:50

Проверяйте права на доступ к папке с otrs.

ПАО «Сигнал»
OTRS 5s, ITSM 5s ubuntu-server 14.04.4, Mysql 5.5, Apache 2.4.7

wolf109: OTRS Новобранец; Сообщения: 23; Зарегистрирован: 26 май 2014, 10:06

Re: Установка OTRS (500 — Internal server error.)

Сообщение

wolf109 » 27 май 2014, 10:30

Машина в домене, все установки производились из-под учетки админа домена. Соответственно разрешения на папку у админа есть.

Было: OTRS ITSM 3.3.11, Win2008r2, ActivePerl 5.16.3.
Стало: OTRS 5.0.10, CentOS 6.6, Perl 5.10.1.

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Re: Установка OTRS (500 — Internal server error.)

Сообщение

wolf109 » 27 май 2014, 10:50

Как быть с Active Perl, нашел момент, что в его состав не входит Perl Ex и Isapi, для этого нужна business edition? Насколько я понимаю моя ошибка именно из-за отсутствия этих двух компонентов возникает?!

Было: OTRS ITSM 3.3.11, Win2008r2, ActivePerl 5.16.3.
Стало: OTRS 5.0.10, CentOS 6.6, Perl 5.10.1.

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Re: Установка OTRS (500 — Internal server error.)

Сообщение

alexus26 » 27 май 2014, 10:51

В linux otrs работает из-под специальной учетки otrs, которая помещается в группу веб-сервера. Потом ей даются права на доступ к папке с файлами otrs (в моем случае это /opt/otrs). И запуск системы также осуществляется учетной записью otrs. Как это сделать в Windows я не в курсе, но направление поиска проблемы, думаю, верное.
Еще у Вас в логе написано:

Код: Выделить всё

This can occur if the NTFS permissions are set incorrectly.

Поэтому я и сказал, чтобы Вы проверили права. Насчет Perl в Windows также не могу подсказать.

ПАО «Сигнал»
OTRS 5s, ITSM 5s ubuntu-server 14.04.4, Mysql 5.5, Apache 2.4.7

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Re: Установка OTRS (500 — Internal server error.)

Сообщение

wolf109 » 29 май 2014, 08:35

В итоге запустили OTRS, используя встроенный perl, но как сама система и предупреждала, сервис очень тупой, долго отзывается на команды, переход по страницам в меню происходит по 30-40 секунд. Необходимо установить Perl отдельно, работать невозможно. Вопрос как это сделать, чтобы 100% работало? Перерыл кучу инструкций, но так и не нашел рабочего варианта.

Было: OTRS ITSM 3.3.11, Win2008r2, ActivePerl 5.16.3.
Стало: OTRS 5.0.10, CentOS 6.6, Perl 5.10.1.

alexus26: OTRS Новобранец; Сообщения: 157; Зарегистрирован: 31 май 2011, 10:27; Откуда: Ставрополь

Re: Установка OTRS (500 — Internal server error.)

Сообщение

alexus26 » 29 май 2014, 14:10

Лучше всего завести otrs на linux системе. Не знаю, как для IIS, а для Apache есть специальный модуль (mod_perl), который позволяет ускорить работу perl-скриптов, и, как следствие, отображение страниц. Отдельно perl ставится легко, есть отдельный инсталлятор. Чтобы система его понимала, надо прописать переменные в настройках системы.

ПАО «Сигнал»
OTRS 5s, ITSM 5s ubuntu-server 14.04.4, Mysql 5.5, Apache 2.4.7

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Re: Установка OTRS (500 — Internal server error.)

Сообщение

alexus » 29 май 2014, 14:17

В OTRS нет «встроенного» Perl. В составе инсталятора для Win-платформ есть виндовое решение Active Perl. Его быстродействие и вообще особенности работы — вопрос открытый. Но 30-40 секунд — это очень долго в любом случае. Думаю, что дело тут в другом, а вариантов для тормозов — масса.
Никакой бизнес- или enterprise-версии OTRS в природе не существует. Ставьте на Linux — это Вам мой совет. Будет нужна доработка — будут возможно проблемы.

Источник

Moderator: crythias

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Just installed OTRS on Windows, Got Error 500

Hi, first post here, i’m investigating using OTRS as our help desk solution where i work.

Installed OTRS today:

On Windows server 2008 R2
Installed .Net freamework 4.5,
installed ActivePerl: ActivePerl-5.16.3.1604-MSWin32-x86-298023
Installer: otrs-3.3.7-win-installer-3.0.5,
this installer installed the bundled mysql software
Install succeeded, the website opens to
http://localhost/otrs/installer.pl
and I get the Error Summary HTTP Error 500.0 — Internal Server Error
Any page returns the same error

log file: otrs.log
has 1 line:
[Tue May 13 13:27:00 2014][Error][Kernel::System::DB::new][223] Access denied for user ‘otrs’@’localhost’ (using password: YES)

What did i miss during the installation?
How do i start troubleshooting this error please?

many thanks!

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

crythias: Moderator; Posts: 10168; Joined: 04 May 2010, 18:38; Znuny / OTRS Version: 5.0.x; Location: SouthWest Florida, USA; Contact:

Re: Just installed OTRS on Windows, Got Error 500

Post

by crythias » 13 May 2014, 22:39

being wrote:Access denied for user ‘otrs’@’localhost’ (using password: YES)

Summary: for whatever reason, the database credentials stored in OTRS/Kernel/Config.pm are not allowed to access the MySQL database.

«How to fix?»
If you were involved in the password generation of the otrs MySQL user, you might be okay to edit Config.pm and update the fields appropriately.

If you want, you might run installer.pl again with a new OTRS database.

OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 14 May 2014, 15:06

I picked installing the bundled mysql while installing OTRS . there were no password or user setup prompts/steps during the installation of OTRS at all.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

crythias: Moderator; Posts: 10168; Joined: 04 May 2010, 18:38; Znuny / OTRS Version: 5.0.x; Location: SouthWest Florida, USA; Contact:

Re: Just installed OTRS on Windows, Got Error 500

Post

by crythias » 14 May 2014, 16:49

hmm

I realize you’re new to MySQL, but you should familiarize yourself with the workings of the MySQL database, the mysql command line, MySQL Workbench, recovery of the root password, mysqldump for backups, etc. All of this is outside the scope of OTRS/this forum. You’ll need this knowledge long term anyway if you stay with OTRS or use other MySQL based database products.

Do I know the answers? Yes. But there are good and more authoritative references than me on the subject, and I’ll basically be doing exactly the same thing: Searching for the answer and copying the information in a reply to you. (Don’t get mad at me for this. You are looking at the person behind the curtain. I just happen to be better at websearches than most of the people who ask questions here.)

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 14 May 2014, 17:39

i’ve used mysql on linux but not windows. no prob.
i uninstalled OTRS, will install mysql first then install OTRS and connect to the existing mysql server during installation

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 14 May 2014, 20:32

Ok,
Installed MySQL and it looked good.
Installed OTRS, selected «use an already installed db (mysql, MS sql etc)..
installation of all needed services to run OTRS finished successfully.
web page opens to http://localhost/otrs/installer.pl
same 500 error.

log file shows:
[Wed May 14 13:20:24 2014][Error][Kernel::System::DB::new][223] Access denied for user ‘otrs’@’localhost’ (using password: YES)

The question now is:
Where do i configure OTRS to connect to a DB? I actually have both mysql and MS SQL db servers that i could use.

No other errors get logged.
i tried http://localhost/otrs/index.pl and same 500 error but nothing new in the log file.

Detail from the error page:
Server Error in Application «DEFAULT WEB SITE/OTRS»Internet Information Services 7.5

Error Summary
HTTP Error 500.0 — Internal Server Error
There is a problem with the resource you are looking for, so it cannot be displayed. Detailed Error InformationModule IsapiModule
Notification ExecuteRequestHandler
Handler PerlEx
Error Code 0x8007007e
Requested URL http://localhost:80/otrs/index.pl
Physical Path C:otrsOTRSbincgi-binindex.pl
Logon Method Anonymous
Logon User Anonymous
Most likely causes:
The path to the ISAPI Filter is incorrect.
IIS received the request; however, an internal error occurred during the processing of the request. The root cause of this error depends on which module handles the request and what was happening in the worker process when this error occurred.
IIS was not able to access the web.config file for the Web site or application. This can occur if the NTFS permissions are set incorrectly.
IIS was not able to process configuration for the Web site or application.
The authenticated user does not have permission to use this DLL.
Things you can try:
Ensure that the path to the ISAPI DLL is correct.
Ensure that the NTFS permissions for the web.config file are correct and allow access to the Web server’s machine account.
Check the event logs to see if any additional information was logged.
Verify the permissions for the DLL.
Create a tracing rule to track failed requests for this HTTP status code. For more information about creating a tracing rule for failed requests, click here.

the path to the installer and index.pl files is correct: C:otrsOTRSbincgi-bin the web browser is finding the file but still i see an 500 error.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

crythias: Moderator; Posts: 10168; Joined: 04 May 2010, 18:38; Znuny / OTRS Version: 5.0.x; Location: SouthWest Florida, USA; Contact:

Re: Just installed OTRS on Windows, Got Error 500

Post

by crythias » 14 May 2014, 21:20

being wrote:Where do i configure OTRS to connect to a DB? I actually have both mysql and MS SQL db servers that i could use.

crythias wrote:Summary: for whatever reason, the database credentials stored in OTRS/Kernel/Config.pm are not allowed to access the MySQL database.

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 15 May 2014, 15:59

Thanks.
Ok, mysql had no otrs database
i created an otrs database, i created the user and password
i edited the user info in the Config.pm file.
I restarted mysql (didnt know what else might need restarting)
went to website to setup otrs and got same 500 error,
the database is empty, naturally since i just created it … i need otrs to populate the database with whatever is needed… how do i get otrs to setup/populate the database or create a new one?
also plz note i manually started the otrs scheduler service…

here is the message now in the log file: (may 15)

[Wed May 14 13:20:24 2014][Error][Kernel::System::DB::new][223] Access denied for user ‘otrs’@’localhost’ (using password: YES)
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDGet][181] Table ‘otrs.process_id’ doesn’t exist, SQL: ‘
SELECT process_name, process_id, process_host, process_create, process_change
FROM process_id
WHERE process_name = ? LIMIT 1′
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDDelete][246] Table ‘otrs.process_id’ doesn’t exist, SQL: ‘
DELETE FROM process_id
WHERE process_name = ?
AND process_host = ?’
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDCreate][150] Table ‘otrs.process_id’ doesn’t exist, SQL: ‘
INSERT INTO process_id
(process_name, process_id, process_host, process_create, process_change)
VALUES (?, ?, ?, ?, ?)’
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDGet][181] Table ‘otrs.process_id’ doesn’t exist, SQL: ‘
SELECT process_name, process_id, process_host, process_create, process_change
FROM process_id
WHERE process_name = ? LIMIT 1′
[Thu May 15 08:54:13 2014][Notice][main::_ServiceStart] Scheduler Service is starting…!
[Thu May 15 08:54:14 2014][Notice][main::_ServiceStart] Scheduler Service start! PID
[Thu May 15 08:54:14 2014][Error][Kernel::System::PID::PIDGet][181] Table ‘otrs.process_id’ doesn’t exist, SQL: ‘
SELECT process_name, process_id, process_host, process_create, process_change
FROM process_id
WHERE process_name = ? LIMIT 1′
[Thu May 15 08:54:14 2014][Error][main::_AutoStop][749] Process could not be found in the process table!
Scheduler is stopping…!

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

crythias: Moderator; Posts: 10168; Joined: 04 May 2010, 18:38; Znuny / OTRS Version: 5.0.x; Location: SouthWest Florida, USA; Contact:

Re: Just installed OTRS on Windows, Got Error 500

Post

by crythias » 15 May 2014, 16:36

I’m sorry I’ve been unsuccessful in helping. I’ve been unable to visualize the issue as you’ve presented.

Somehow, it feels like the config thinks you’ve already got the system secured and can’t run Installer (though you’d get that error). I don’t know without looking at your environment. I realize you’re just new installing, but standard installer.pl won’t/shouldn’t try to log into OTRS unless it’s already configured or you’ve put credentials into the system through the web interface.

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 15 May 2014, 22:18

i shall read the documents again in case there was something i missed

after the installation, a web page is opened and it takes me to web page opens to http://localhost/otrs/installer.pl not index. i typed index to see if that would work.

i will uninstall and reinstall again and send the log error again from the installer.pl page / i wont go to index

thanks

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 15 May 2014, 22:36

uninstalled
rebooted server
installed again, selected to use an existing sql server, it finished and said the web installer will start
web browser opens to http://localhost/otrs/installer.pl with same 500 error heres the text from the page

error.JPG

from error log otrs.log
[Thu May 15 15:30:48 2014][Error][Kernel::System::DB::new][223] Access denied for user ‘otrs’@’localhost’ (using password: YES)

is there an error with the pl file that isnt compiling correctly?

You do not have the required permissions to view the files attached to this post.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 16 May 2014, 14:36

marcosaurelio wrote:I Got the same issue :/

Can you run otrs.CheckModules.pl and paste the result?

Here’s the result

error.JPG

click ok and script continues

see attached:

error2.JPG

Restarted the server, ran the pl, same error

Is this an error related to the OTRS-installer or something independent of the installer that has to do with the windows server I need to setup/configure?

You do not have the required permissions to view the files attached to this post.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 16 May 2014, 16:37

I will install this on another windows machine and report back what happens.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

swype: Znuny newbie; Posts: 28; Joined: 28 Jan 2013, 14:57; Znuny / OTRS Version: 3.3.x; Real Name: Andreas

Re: Just installed OTRS on Windows, Got Error 500

Post

by swype » 16 May 2014, 17:01

I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing,
in the Perl-Package «5.16.3.1604» from their webpage.
Try an older one… or get the file from somewhere.

Its not an OTRS-Bug AFAIK.

Cheers
swype

Helpdesk: Guten Tag, wie kann ich Ihnen helfen?
Kunde: Hallo… ich kann nicht drucken.
Helpdesk: Klicken Sie bitte mal auf Start und…
Kunde: Fangen Sie jetzt bitte nicht mit diesem ganzen technischen Scheiß an. Ich bin nicht Bill Gates!

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Re: Just installed OTRS on Windows, Got Error 500

Post

by olyjohn » 17 May 2014, 01:49

I had this same issue just recently. The problem is that ActiveState Perl requires a business license to run the Perl ISAPI module. So you have to either pony up for that DLL file, or run it with the built in Apache CGI setup (which is slow) then figure out how to get mod_perl running in Apache to speed things back up.

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 22 May 2014, 21:18

olyjohn wrote:I had this same issue just recently. The problem is that ActiveState Perl requires a business license to run the Perl ISAPI module. So you have to either pony up for that DLL file, or run it with the built in Apache CGI setup (which is slow) then figure out how to get mod_perl running in Apache to speed things back up.

This isnt good news. Would installing an older Perl be a work-around for this problem?

I spun up a new server, clean installation, and am now installing .NET and perl and OTRS and will report back.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 22 May 2014, 21:59

same issue on a brand new windows server

ActivePerl 5.16.3 (x86), .NET 4.5, OTRS 3.3.7

err 500
[Thu May 22 14:40:12 2014][Error][Kernel::System::DB::new][223] Access denied for user ‘otrs’@’localhost’ (using password: YES)

I «cannot» find an older version of ActivePerl to install, on their website they want you to join … pay.
«Access to older versions (Perl 5.6, 5.8, 5.10, 5.12, 5.14) is available in Business Edition and Enterprise Edition.»

So, OTRS is no longer exactly free to install, since ActivePerl is not free.

correct me if I’m wrong.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

crythias: Moderator; Posts: 10168; Joined: 04 May 2010, 18:38; Znuny / OTRS Version: 5.0.x; Location: SouthWest Florida, USA; Contact:

Re: Just installed OTRS on Windows, Got Error 500

Post

by crythias » 22 May 2014, 22:17

being wrote:So, OTRS is no longer exactly free to install, since ActivePerl is not free.

Neither is Windows, or SQL Server or Oracle…

Download the appliance and run under a VM.

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 22 May 2014, 22:30

I don’t understand, what do you mean by download the applicance? you mean to pay for ActivePerl or are you referring to something else?

I want to evaluate OTRS, I dont need ActivePerl for anything else, I’d have to ask my manager to approve the purchase from perl so that i can try out otrs and find out if otrs fits our needs.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

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Re: Just installed OTRS on Windows, Got Error 500

Post

by jojo » 22 May 2014, 23:30

being wrote:
So, OTRS is no longer exactly free to install, since ActivePerl is not free.

correct me if I’m wrong.

Nobody forces you to use Active State Perl. Use a different Perl implementation, the OTRS appliance or much better the managed trail or a linux system

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being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 23 May 2014, 20:44

Installed the applicance on a virtual windows server, got an error, figure that was because it was a virtual server
I instaleld it next on my desktop machine (physical computer, windows 7), i got the «same error»
see below:

error3.JPG

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Re: Just installed OTRS on Windows, Got Error 500

Post

by jojo » 23 May 2014, 20:52

it has to be a 64 bit machine

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Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 23 May 2014, 21:05

It is, my PC is 64 bit

error4.JPG

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Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 23 May 2014, 21:22

Installed the same on a server Window 2008 R2

installed VirtualBox 4.3.12 for Windows hosts x86/amd64
connected to the iso and turned VM on, same error as the couple errors i got earlier.

screen shot:

error5.JPG

this is the iso i use https://www.otrs.com/download-thank-you … -1.0.7.iso
found at https://www.otrs.com/try/

I noticed the following on all 3 machines i installed this on (all are 64bit windows machines)
I see no 64 bit options in this drop list

error6.JPG

Uninstalled VirtualBox and installed an older one (VirtualBox 4.3.10) , still drop list shows 32bit options for linux not 64

You do not have the required permissions to view the files attached to this post.

Last edited by being on 23 May 2014, 21:43, edited 2 times in total.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

being: Znuny newbie; Posts: 20; Joined: 13 May 2014, 21:26; Znuny / OTRS Version: 3.3.7 win; Real Name: Ethan

Re: Just installed OTRS on Windows, Got Error 500

Post

by being » 23 May 2014, 22:30

Ok, i found a solution for the 64 bit issue. My VirtualBox was installing itself on my 64bit PC as a 32bit software, my computer is not AMD64… the software on the website says «x86/amd64 » , my servers are not AMD… so we had only a 32bit option in VirtualBox but a 64bit ISO.

I have a server with HyperV on it, HyperV 64 bit so, the ISO works… now i am moving forward with the setup process.

Windows server 2008 R2. Vsphere. OTRS Appliance OTRS 3.3.7

olyjohn: Znuny newbie; Posts: 2; Joined: 17 May 2014, 01:43; Znuny / OTRS Version: 3.3.6

Re: Just installed OTRS on Windows, Got Error 500

Post

by olyjohn » 04 Jun 2014, 23:38

AMD64 refers to the all x86-64 systems. The 64 bit x86 CPU extensions were created by AMD and then adopted by Intel. Every 64 bit x86 system is AMD64, even if it’s Intel based.

cryptoroot: Znuny newbie; Posts: 26; Joined: 10 Jul 2014, 19:58; Znuny / OTRS Version: 4.0.3; Real Name: Jorge Rojas; Company: Instituto Costarricense de Electricidad; Location: Costa Rica

Re: Just installed OTRS on Windows, Got Error 500

Post

by cryptoroot » 10 Jul 2014, 20:05

swype wrote:I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing,
in the Perl-Package «5.16.3.1604» from their webpage.
Try an older one… or get the file from somewhere.

Its not an OTRS-Bug AFAIK.

Cheers
swype

I have resolved my problem installing an old version of ActivePerl. That works well with Otrs 3.3.8 for Windows.

LINK deleted by moderator

jojo: Znuny guru; Posts: 14995; Joined: 26 Jan 2007, 14:50; Znuny / OTRS Version: Git Master; Contact:

Re: Just installed OTRS on Windows, Got Error 500

Post

by jojo » 10 Jul 2014, 22:55

I deleted the link as you breached the copyright and licence of Active State.

«Production»: OTRS™ 8, OTRS™ 7, STORM powered by OTRS
«Testing»: ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

cryptoroot: Znuny newbie; Posts: 26; Joined: 10 Jul 2014, 19:58; Znuny / OTRS Version: 4.0.3; Real Name: Jorge Rojas; Company: Instituto Costarricense de Electricidad; Location: Costa Rica

Re: Just installed OTRS on Windows, Got Error 500

Post

by cryptoroot » 11 Jul 2014, 00:21

jojo wrote:I deleted the link as you breached the copyright and licence of Active State.

Oh sorry, I didn’t know, I had downloaded FREE… like the current versions

waikiki83: Znuny newbie; Posts: 28; Joined: 25 Jul 2011, 09:15; Znuny / OTRS Version: 3.0.9

Re: Just installed OTRS on Windows, Got Error 500

Post

by waikiki83 » 01 Aug 2014, 08:02

cryptoroot wrote:

swype wrote:I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing,
in the Perl-Package «5.16.3.1604» from their webpage.
Try an older one… or get the file from somewhere.

Its not an OTRS-Bug AFAIK.

Cheers
swype

I have resolved my problem installing an old version of ActivePerl. That works well with Otrs 3.3.8 for Windows.

LINK deleted by moderator

what version did you used?

thanks in advance!

OTRS 3.3.1 Windows Server 2008, Apache, MS SQL Server 2008

ianatschool: Znuny newbie; Posts: 26; Joined: 20 Feb 2012, 13:39; Znuny / OTRS Version: 3x1x1

Re: Just installed OTRS on Windows, Got Error 500

Post

by ianatschool » 01 Aug 2014, 20:29

I know it is late but the original problem you had should be rectified by the below if the database had already been created:

Open command prompt (run as admin), change directory to your mysql install (OTRSmysqlbin if bundled mysql)

From there type

Code: Select all

mysql -uroot -e "GRANT ALL ON otrs.* TO 'otrs'@'localhost' IDENTIFIED BY 'yourdatabasepassword'" && mysql -uroot -e "FLUSH PRIVILEGES"

This will log you in as root. If you have already set up a password for root then add -p after the root which will prompt for the password once you have entered.

OTRS 3.1.18 running on Windows Server 2008 R2

Источник

Обновление:

13/12/2017 — Обновление OTRS 5 до OTRS 6
04/03/2016 — Обновление OTRS 4 до OTRS 5

Возникшие проблемы

После обновления штатным образом OTRS Appliance 3.3 до версии 4.0, через OTRS Appliance Manager, возникло две проблемы:

Проблема 1: После обновления, при попытке зайти в OTRS, отображалась ошибка: «500 Internal Server Error» и в log файле с ошибками Apache (/var/log/apache2/error.log) появляются записи:

[Sun Dec 14 08:12:37 2014] -e:  (in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.
[Sun Dec 14 08:12:37 2014] [error] [Sun Dec 14 08:12:37 2014] -e: Got no DBObject at /opt/otrs//Kernel/System/Stats/Static/FAQAccess.pm line 26.nt(in cleanup) Can't call method "Get" on an undefined value at /opt/otrs//Kernel/System/AuthSession/DB.pm line 583.n

Проблема 2: Когда заходишь в меню «Информация о клиенте» (Agent Customer Information Center), появляется окно с ошибкой: «Namespace Core.UI.Chart could not be initialized, because jQuery Flot API could not be found.» и далее еще множество ошибок.

Решение проблемы — 1

Решение первой проблемы сводится к тому, что нужно обновить все пакеты установленные в OTRS. Т.к. web интерфейс не доступен, обновлять их будем через терминал.

Подключаемся к OTRS по SSH.

Проверяем версии установленных пакетов

root@otrs:/# cd /opt/otrs/bin

root@otrs:/opt/otrs/bin# ./otrs.PackageManager.pl -a list
+----------------------------------------------------------------------------+
| Name:        FAQ
| Version:     2.3.3
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+
| Name:        GeneralCatalog
| Version:     3.3.9
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The General Catalog package.
+----------------------------------------------------------------------------+
| Name:        ImportExport
| Version:     3.3.9
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The ImportExport package.
+----------------------------------------------------------------------------+
| Name:        ITSMConfigurationManagement
| Version:     3.3.9
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS ITSM Configuration Management package.
+----------------------------------------------------------------------------+
| Name:        ITSMCore
| Version:     3.3.9
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS ITSM Core package.
+----------------------------------------------------------------------------+
| Name:        OTRSApplianceManagement
| Version:     4.0.3
| Vendor:      OTRS AG
| URL:         http://otrs.org/
| License:     GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRSApplianceManagement package.
+----------------------------------------------------------------------------+

Обновление пакетов

Видим, что все пакеты старые. Скачиваем актуальные версии пакетов с https://www.otrs.com/download-open-source-help-desk-software-otrs-free и используя sftp, загружаем их на сервер OTRS в подкаталог «/opt/otrs/bin».

Выполняем команду:

root@otrs:/opt/otrs/bin# ./otrs.PackageManager.pl -a upgrade -p ./ITSMConfigurationManagement-4.0.2.opm

И так далее для всех пакетов.

Решение проблемы — 2

Суть второй проблемы в том, что изменилась версия JS модуля flot. В OTRS 3.3 версия была flot-0.8.1, а в версии OTRS 4.0 стала flot-0.8.3, но т.к. конфигурационный файл ZZZAuto.pm остался от версии OTRS 3.3, то и путь к flot указан старый. Соответственно нужно подправить этот путь.

На всякий случай проверяем версию flot:

root@otrs:/# ls -al /opt/otrs/var/httpd/htdocs/js/thirdparty/ | grep flot
drwxrwsr-x 2 otrs www-data 4096 Dec 14 08:08 flot-0.8.3

Видим, что flot версии 0.8.3.

Редактируем файл /opt/otrs/Kernel/Config/Files/ZZZAuto.pm

Находим строчки:

    'JavaScript' => [
      'thirdparty/flot-0.8.1/excanvas.js',
      'thirdparty/flot-0.8.1/jquery.flot.js',
      'Core.UI.Chart.js',
      'Core.UI.DnD.js',
      'Core.UI.AllocationList.js',
      'Core.Agent.Dashboard.js',
      'Core.Agent.TableFilters.js'
    ]

и меняем на:

    'JavaScript' => [
      'thirdparty/flot-0.8.3/excanvas.js',
      'thirdparty/flot-0.8.3/jquery.flot.js',
      'Core.UI.Chart.js',
      'Core.UI.DnD.js',
      'Core.UI.AllocationList.js',
      'Core.Agent.Dashboard.js',
      'Core.Agent.TableFilters.js'
    ]

Далее пересоздаём конфиг и чистим кеш:

root@otrs:/# /opt/otrs/bin/otrs.RebuildConfig.pl
otrs.RebuildConfig.pl - OTRS rebuild default config
Copyright (C) 2001-2014 OTRS AG, http://otrs.com/
Done.

root@otrs:/# /opt/otrs/bin/otrs.DeleteCache.pl
otrs.DeleteCache.pl - delete OTRS cache
Copyright (C) 2001-2014 OTRS AG, http://otrs.com/

Deleting cache... Done.

Возможно понадобится перезагрузить Apache.

Теперь всё должно работать!

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Latest Posts

В профессиональной сфере занимаюсь всем, что связанно с IT. Основная специализация — VoIP и сети передачи данных. Стараюсь не заниматься Windows серверами (но иногда приходится) и 1С.

Источник

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05-18-2005

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Last Activity: 26 May 2006, 7:05 AM EDT

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OTRS instance

hi frnds

here i m trying to configure OTRS instance but i m getting the following error message
while runnning through browser.
I m writing the following http://192.168.1.55:8080/otrs2/index.pl

«
#!/usr/bin/perl -w
# —
# index.pl — the global CGI handle file (incl. auth) for OTRS
# Copyright (C) 2001-2004 Martin Edenhofer <martin+code@otrs.org>
# —
# $Id: index.pl,v 1.66 2004/02/13 00:33:58 martin Exp $
# —
# This program is free software; you can redistribute it and/or modify
# it under the terms of the GNU General Public License as published by
# the Free Software Foundation; either version 2 of the License, or
# (at your option) any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA
# —

# use ../../ as lib location
use FindBin qw($Bin);
use lib «$Bin/../..»;
use lib «$Bin/../../Kernel/cpan-lib»;

use strict;

use vars qw($VERSION @INC);
$VERSION = ‘$Revision: 1.66 $’;
$VERSION =~ s/^$.*:W(.*)W.+?$/$1/;

# —
# 0=off;1=on;
# —
my $Debug = 0;

# —
# check @INC for mod_perl (add lib path for «require module»!)
# —
push (@INC, «$Bin/../..», «$Bin/../../Kernel/cpan-lib»);

# —
# all framework needed modules
# (if you use mod_perl with startup.pl, drop this «use Kernel::..» and add
# this to your startup.pl)
# —
use Kernel::Config;
use Kernel::Config::Modules;
use Kernel::System::Log;
use Kernel::System::WebRequest;
use Kernel::System: Smilie B;
use Kernel::System::Auth;
use Kernel::System::AuthSession;
use Kernel::System::User;
use Kernel::System::Group;
use Kernel::System::Permission;
use Kernel::Output::HTML::Generic;
«

Can anybody help me for this.
Mit

Источник

Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Re: Установка OTRS (500 — Internal server error.)

Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Re: Just installed OTRS on Windows, Got Error 500

Возникшие проблемы<img decoding="async" onError="javascript: wp_broken_images = window.wp_broken_images || function(){}; wp_broken_images(this);" src="https://2keep.net/wp-content/uploads/2014/12/otrs-150x150.png" alt width="150" height="150" />

Решение проблемы — 1

Проверяем версии установленных пакетов

Обновление пакетов

Решение проблемы — 2

Читайте также:

Возникшие проблемы