modman Posted August 23, 2022 Posted August 23, 2022 Hi, the latest update of IP.Board may have created this error. In practice it is impossible to download the attached files in the first message of a support ticket, instead the attached files from the second message onwards do not have this problem. No configuration has been changed on our part.
Jim M Posted August 23, 2022 Posted August 23, 2022 Could you please provide a ticket id which we can review that has an attachment with this issue?
Jim M Posted August 23, 2022 Posted August 23, 2022 Were the files corrupted in these instances? When creating a test, I am not able to reproduce this file with the same file they provided in 7212. Please see 7215.
modman Posted August 23, 2022 Author Posted August 23, 2022 I don't think the files are corrupted because these two tickets are created by users in different countries, however I can keep the situation under control because by tomorrow other users will repeat the procedure: Ticket creation and attached file> Download test. If I encounter other problems I will write it here. Another thing that I don't know if it can help in this case, on the server I receive errors of this type every day:
Jim M Posted August 23, 2022 Posted August 23, 2022 3 minutes ago, modman said: I don't think the files are corrupted because these two tickets are created by users in different countries, however I can keep the situation under control because by tomorrow other users will repeat the procedure: Ticket creation and attached file> Download test. If I encounter other problems I will write it here. Unfortunately, with a working file, I am not having issues so I would suggest working with this and testing yourself too. 3 minutes ago, modman said: Another thing that I don't know if it can help in this case, on the server I receive errors of this type every day: Please contact your hosting provider for assistance here.
modman Posted August 25, 2022 Author Posted August 25, 2022 Hello, the erorre continues, the tickets created today have the same problem, the attachment in the first message cannot be downloaded. The hosting is self-managed and presents no problems, nor any configuration has been changed on our part. The only update made was IP.Board. Please try with uploading a file and creating a ticket with a test user, not administrator.
Jim M Posted August 25, 2022 Posted August 25, 2022 Could you please provide the ticket ids? Also, please clarify how these users are submitting these tickets. To my knowledge, it looks like through your community (not email)?
modman Posted August 26, 2022 Author Posted August 26, 2022 Let's take as an example the ticket created this morning with id= 7224 The ticket was created by the user in the "Tuning file request" department. In this department there is the default Editor field, the user has attached two files, both of which are not available for download. By viewing the ticket on the admin side, the two files are available in the first message sent by the user when opening the ticket. Another file has been attached as a custom field because we added it, called "Original file", this has no problems, download is possible. The error therefore seems to be present only to the attached files in the Text Editor present as default in the ticket departments, this however only in the first message sent by the user, in subsequent replies the attached files can be downloaded.
Jim M Posted August 26, 2022 Posted August 26, 2022 Unfortunately, with the user you've provided, I was able to successfully download the file submitted. I tried this both with English and the default Italian language installed. I have left my test tickets present to view this error. Even testing with the single file upload field which you have, that is working as well.
modman Posted August 26, 2022 Author Posted August 26, 2022 I don't understand, there is really something strange. I entered the tickets created by you as "test" (IDs = 7227,7228,7229), I tried to download the files you attached with extension "php", I could not download any files. I have activated the incognito mode. I performed the same test and managed to download all your files and also those of the tichet with the name "sdfsdfsdf" with ID = 7225. So I went back to normal session, I logged out, I came back as administrator, same problem. So I decide to try again in incognito mode .... incredibly even here it doesn't work now! There seems to be an intertwining with sessions, cookies, something. Because in the various attempts at a certain point I seemed to see the user name of the test user "ETP" at the top, but even when it says "ADMIN", it is as if the permissions to access that file are denied because the user does not have them. I'm going crazy, at first I thought it was a file extension problem, instead there is no distinction between your PHP files and those sent by my clients (usually .ori, .mod, .bin). The error is random and happens a few times in one ticket, other times in another. Both in incognito mode and in normal mode.
modman Posted August 26, 2022 Author Posted August 26, 2022 Tested now with a browser not present on this computer before, Firefox, same problem. The browser I used before was Brave.
Jim M Posted August 27, 2022 Posted August 27, 2022 13 hours ago, modman said: Because in the various attempts at a certain point I seemed to see the user name of the test user "ETP" at the top, but even when it says "ADMIN", it is as if the permissions to access that file are denied because the user does not have them. Do you have any caching on the server? This would be the only thing which I can think of which would impact this. Your server may be incorrectly caching sessions.
Jim M Posted August 27, 2022 Posted August 27, 2022 Cache I am speaking of would be configured at the server-level, not the software level. Please contact your hosting provider if you are unsure.
modman Posted August 27, 2022 Author Posted August 27, 2022 I checked the server side and the cache is not present, if necessary I can also attach the php info. The user error was caused only because I had logged in with the test user. After further verification it has nothing to do with this. I have the same problem on another development site as mentioned earlier, with a new setup from scratch. Can we solve the problem now?
Jim M Posted August 28, 2022 Posted August 28, 2022 Please note caching can live also outside of PHP. You will want to check with your hosting provider if you are unsure. Please be aware, we are indeed trying to solve the problem 🙂 . As I cannot reproduce this issue myself from start to finish, even on your own community, it will be extremely hard to resolve. I am walking you through troubleshooting steps based on what is being reported back so we can rule out anything in your environment which may cause the software to behave incorrectly.
modman Posted August 29, 2022 Author Posted August 29, 2022 On 8/28/2022 at 2:20 PM, Jim M said: Please note caching can live also outside of PHP. You will want to check with your hosting provider if you are unsure. The configuration of our server has never changed for several years that we use IP.Board, we have also installed another version of IP.Board in a new space with standard configuration and the problem remains. The strange thing is that you manage to download those files but I can't, yet we use the same "ADMIN" account. Is there a way in the logs to know what happens when IP.Board tries to access a certain file? What is the precise error that does not allow me to download to that file?
Jim M Posted August 29, 2022 Posted August 29, 2022 1 minute ago, modman said: Is there a way in the logs to know what happens when IP.Board tries to access a certain file? What is the precise error that does not allow me to download to that file? Could I confirm that you are logged into the same user on both front-end and back-end?
modman Posted September 5, 2022 Author Posted September 5, 2022 Hello, no news related my problem, more than ten days past.
Marc Posted September 6, 2022 Posted September 6, 2022 14 hours ago, modman said: Hello, no news related my problem, more than ten days past. Sorry about that. There were some issues in reproducing the problem there, which I have now been able to reproduce on your system. I will be escalating your ticket shortly.
modman Posted September 15, 2022 Author Posted September 15, 2022 Hi, after a month is it possible to have news about this problem?
Daniel F Posted September 15, 2022 Posted September 15, 2022 Please apologies for not getting back to you after my last reply. the issue was identified and logged to our bug tracker.
Jim M Posted September 15, 2022 Posted September 15, 2022 12 minutes ago, modman said: Link please. Sorry, our bug tracker is internal and not something which you can view. You can check our release notes for when the fix is available.
Recommended Posts