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

Unable to view or open attached files in the thread

whenever a file is uploaded from browser by the client or the agent(.docx,xls,jpeg,jpg,png) in the ticketing thread,the file gets attached perfectly,but the file doesn't get opened when it is viewed or downloaded by agent or client. However attachments with PDF can be viewed. We are using storage( Attachments on the filesystem) plugin. Kindly help me to resolve this issue
Osticket is working in Ubuntu 16.02 LTS OS with Xampp version 7.0.2-1

Server Information
osTicket Version v1.10
Web Server Software Apache/2.4.18 (Unix) OpenSSL/1.0.2f PHP/7.0.2 mod_perl/2.0.8-dev Perl/v5.16.3
MySQL Version 10.1.10
PHP Version 7.0.2
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types


Comments

  • Please find my configuration for attachements
    ERR.png
    1308 x 654 - 219K

  • ERR.png
    1308 x 654 - 219K
  • What do you mean by "but the file doesn't get opened when it is viewed or downloaded by agent or client." Why would the file get opened when downloaded with out operator intervention?
    Errors when the person tries to open/download the attachment?
    Or are you saying that the files are not openable?



  • What's the actual error they/you are getting when trying to open an attachment?
  • @ntozier , I mean "Errors when the person(client or agent) tries to open/download the attachment"
    Except PDF attachements,other attachement doesnt get open.PFA

    ERR.png
    1352 x 724 - 407K
    ERR2.png
    1414 x 1184 - 228K
  • @pradeep1987oct22 Have you tried this on different browsers and different operating systems?
  • Yes @kevinTheJedi Sir. I tried in chrome,IE
  • @pradeep1987oct22 Are all attachments doing this or just Microsoft based attachments?
  • No Even JPEG files are included
  • when the storage plugin creates a different set of folder for attachments inside the mentioned location in ubuntu server,the folder which is created by storage plugin  is something looks like locked
    ERR.png
    1318 x 674 - 321K
  • Ahh the ownership of the folders and files are wrong.

    Assuming that you are running Apache, first you need cd into your main osTicket directory:
    $ cd /opt/lampp/htdocs/support/

    Next change ownership of main attachment directory, as well as all sub directories/files:
    $ sudo chown -R www-data:www-data upload/

    Lastly, change the permissions of all directories/files:
    $ sudo chmod -R 0755 upload/

    Now you should be all set. Let me know how this goes.
  • No Sir,I had even tried it with 777 access earlier.Iam facing the same problem .My Apache user is "daemon".Linux user is "Support".
  • even Images ,logo in login screen are not visible
  • The this:
    Next change ownership of main attachment directory, as well as all sub directories/files:
    $ sudo chown -R www-data:www-data upload/


    Should probably read:
    Next change ownership of main attachment directory, as well as all sub directories/files:
    $ sudo chown -R daemon:daemon upload/

  • Please find the attachements

  • files inside.png
    1366 x 768 - 308K
    files.png
    1366 x 768 - 434K
  • Your images show me that you did not change the ownership and permissions to daemon on the /files folder.
  • Sir,
    The file namely "4" is automatically created by the File attachment plugin with daemon user .For each and evey attachment plugin creates a new folder with files

  • edited October 16
    @pradeep1987oct22

    Run the following commands via command line:
    $ cd /opt/lampp/htdocs/support
    $ sudo chown -R daemon:daemon files/

    After you run those commands, re-test the attachments and report back here.
  • No Sir, The same problem arises(Find the attached files)

    I had uploaded an JPEG ,MS word files,it is showing the same error..This works well with PDF
    err.png
    1378 x 734 - 402K
    ERR2.png
    2294 x 1330 - 856K
  • @pradeep1987oct22

    Are JPEG and MS word files part of the Allowed File Types for Users?
    (Admin Panel > Settings > Tickets > Ticket Attachment Settings > Config > Additional File Type Filters)

    I have never seen this before, it's really strange.
  • edited November 14

    Also, have you tried clearing the cache and refreshing that error page? I've read online this can happen sometimes due to browser caching.

    Tip: Check you PHP error logs for a more detailed error.
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