error attaching a file undefined500

[shields1968]

Prerequisites

• Can you reproduce the problem in a fresh installation of the "develop" branch?
• Do you have any errors in the PHP error log, or javascript console?
• Did you check the osTicket forums?
• Did you perform a cursory search to see if your bug or enhancement is already reported?

For more information on how to write a good bug report

Description

[Description of the bug or feature]

the problem I have is that I cannot attach files when a user creates a new ticket
also do not paste an image inside the ticket
however it was working fine before

Expected behavior:

files to be attached

Actual behavior:

it does not attach the files nor can you drag an image
when creating a ticket

I attach an image of the error

Versions

server information

Versión osTicket | v1.15.8 (0daca43) —  Hasta la fecha
Servidor del Software Web | Apache
Versión MySQL | 5.7.40
Versión PHP | 7.3.33

[JediKev]

@shields1968

Did you try the below?

• issue: File Upload Size #6308

If that works then you need to go to Admin Panel > Settings > Tickets, click Config next to Ticket Attachment Settings, configure Maximum File Size, and click Save.

Cheers.

[shields1968]

It is already configured at 128 mb and as I said it worked fine.
but now not even if they are files smaller than configured

[JediKev]

@shields1968

Can you open the browser's Developer Tools (right click the page and click Inspect), go to the Network tab, upload a file, click on the failed request in the Network tab, and click the Response tab within that. There you should see a more detailed error message.

Cheers.

[shields1968]

Nothing comes out or I don't know how to do it
I send you the link so you can see what happens

[shields1968]

Response
Unable to store file: File upload error #6

[JediKev]

@shields1968

File Upload Error 6 means missing temporary folder. Maybe you have path issues, permission issues, etc. but the below link should help you.

• https://stackoverflow.com/questions/27099537/upload-file-to-web-server-error-6-php

Cheers.

[shields1968]

that comes out

[shields1968]

it may be a php problem
or from the server, because it is on a shared server

[JediKev]

@shields1968

Then I would definitely recommend contacting your hosting provider for further assistance.

Cheers.

[shields1968]

ok

Thank you

[RikkiMasters]

Same issue here. @shields1968 did you ever fix?

Version 1.16.1. No errors in logs or response. Will be updating to latest version today.

[lourdas]

Same issue here, using version 1.17.3. No error in apache or php fpm logs.

[lourdas]

I found this: https://docs.sportdata.org/knowledge-base/fix-file-upload-error-http-500-undefined/ which fixes the issue for my 1.17.3 installation. Tried with zip, 7z or rar files and it works.

[F5Brewery]

I updated from 1.17.2 -> 1.17.3, had odd issues in uploading 1.17.2, but none the less it would eventually work.

Did all the actions listed above. I am now able to upload certain files (was not initially) - zip, txt, pdf for example. Many others I am not. I have no restrictions. Things like tgz, exe, readme.md, tons of others end up with the.
One of my users can not upload a zip.

error attaching a file undefined 500

[F5Brewery]

Just to update my previous comment. So far only I am able to upload Zip files. 2 of my users, the only 2 I have tested, are not able to upload a zip file. They are able to upload PDF and TXT however. With the zip file in question I renamed to be a PDF and still encountered the same error.
I made one of the users an admin in hopes...but it still did not work.
I also cleared temp from browser cache for both users (I did not have to do this for me).

[JediKev]

@F5Brewery

Just comment out the following lines:

• https://github.com/osTicket/osTicket/blob/develop/include/class.forms.php#L3974-L3977

However, apply these changes at your own risk. Doing so will open your instance to possible file upload vulns. With this being said, we are looking into an alternative MIME type check, if possible.

Cheers.

[F5Brewery]

Thank you for this JediKev and the prompt response. I have performed the edit as prescribed. This did work! I do understand the risks, hopefully a good fix will be posted back to here as well.
I am unclear why it would work for me and not the user when I did the same file and also why it took effect only after the upgrade to 1.17.3. Anyhow it keeps me working and I appreciate this very much.

[ldev-coder]

Hi, do you have alternatives?