[fedefarma]

Hi again,

I have checked that the issue occurs when i change one of this files: 

 

login.tpl.php

header.inc.php

 

If i put the old files here, i can log in correctly but with the normal osticket page, not your template.

 

I i put the files back i have the same issue, the webpage does not load correctly in my phones.

 

Thank you

[fedefarma]

Hi Stevland,

 

The old \support instalation works as expected,

 

I’ve done a quick test copping the osticket awesome template little by little and testing when we have issues loading. It happens every time i move the “include” folder.

 

Maybe i can send you our osticket instalation so you can test it and check the issues with the phones?  

 

Thank you

[fedefarma]

Hi Stevland,

 

Yes, that’s correct, we followed the instruccions and we have the old support folder with the normal osticket installation.

 

Thank you

[fedefarma]

The details are: 

DB Error #1054<br />
[SELECT A3.staff_id AS lock__staff_id, A1.staff_id AS staff_id, A1.isoverdue AS isoverdue, A1.team_id AS team_id, A1.ticket_id AS ticket_id, A1.number AS number, A4.subject AS cdata__subject, A6.address AS user__default_email__address, A1.source AS source, A7.priority_color AS cdata__:priority__priority_color, A7.priority_desc AS cdata__:priority__priority_desc, A1.status_id AS status_id, A8.name AS status__name, A8.state AS status__state, A1.dept_id AS dept_id, B0.name AS dept__name, A5.name AS user__name, A1.lastupdate AS lastupdate, A1.isanswered AS isanswered, B1.firstname AS staff__firstname, B1.lastname AS staff__lastname, B2.name AS team__name, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = ‘T’ AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_collaborator R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id) AS collab_count, (SELECT COUNT(R1.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = ‘T’ AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) LEFT JOIN ost_attachment R1 ON (R1.type = ‘H’ AND R0.id = R1.object_id) WHERE Q8.ticket_id = A1.ticket_id AND R1.inline = 0) AS attachment_count, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = ‘T’ AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id AND NOT R0.flags & 4 != 0) AS thread_count FROM ost_ticket A1 JOIN (SELECT Q7.ticket_id FROM ost_ticket Q7 JOIN ost_ticket_status Q8 ON (Q7.status_id = Q8.id) WHERE (Q7.staff_id = 4 OR (Q7.staff_id = 0 AND Q7.team_id > 0)) AND Q8.state = ‘open’ AND ((Q8.state = ‘open’ AND (Q7.staff_id = 4 OR Q7.team_id IN (2))) OR Q7.dept_id IN (‘4’)) ORDER BY Q7. ASC LIMIT 1) A2 LEFT JOIN ost_lock A3 ON (A1.lock_id = A3.lock_id AND A3.expire > NOW()) LEFT JOIN ost_ticket__cdata A4 ON (A1.ticket_id = A4.ticket_id) JOIN ost_user A5 ON (A1.user_id = A5.id) LEFT JOIN ost_user_email A6 ON (A5.default_email_id = A6.id) LEFT JOIN ost_ticket_priority A7 ON (A4.priority = A7.priority_id) JOIN ost_ticket_status A8 ON (A1.status_id = A8.id) JOIN ost_department B0 ON (A1.dept_id = B0.id) LEFT JOIN ost_staff B1 ON (A1.staff_id = B1.staff_id) LEFT JOIN ost_team B2 ON (A1.team_id = B2.team_id) WHERE A1.ticket_id = A2.ticket_id GROUP BY A3.staff_id, A1.staff_id, A1.isoverdue, A1.team_id, A1.ticket_id, A1.number, A4.subject, A6.address, A1.source, A7.priority_color, A7.priority_desc, A1.status_id, A8.name, A8.state, A1.dept_id, B0.name, A5.name, A1.lastupdate, A1.isanswered, B1.firstname, B1.lastname, B2.name ORDER BY A1. ASC] Unknown column ‘Q7.’ in ‘order clause’

—- Recular —-<br />
#0 C:\inetpub\wwwroot\support\include\mysqli.php(204): osTicket->logDBError(‘DB Error #1054’, ‘[SELECT A3.`sta…’)<br />
#1 C:\inetpub\wwwroot\support\include\class.orm.php(3136): db_query(‘SELECT A3.`staf…’, true, true)<br />
#2 C:\inetpub\wwwroot\support\include\class.orm.php(3183): MySqlExecutor->execute()<br />
#3 C:\inetpub\wwwroot\support\include\class.orm.php(1868): MySqlExecutor->getArray()<br />
#4 C:\inetpub\wwwroot\support\include\class.orm.php(1818): HashArrayIterator->{closure}()<br />
#5 C:\inetpub\wwwroot\support\include\class.orm.php(1797): CallbackSimpleIterator->next()<br />
#6 C:\inetpub\wwwroot\support\include\class.orm.php(1806): CallbackSimpleIterator->rewind()<br />
#7 C:\inetpub\wwwroot\support\include\class.orm.php(1463): CallbackSimpleIterator->valid()<br />
#8 C:\inetpub\wwwroot\support\include\class.orm.php(1480): CachedResultSet->fillTo(2147483647)<br />
#9 C:\inetpub\wwwroot\support\include\class.orm.php(1489): CachedResultSet->asArray()<br />
#10 C:\inetpub\wwwroot\support\include\staff\tickets.inc.php(570): CachedResultSet->getIterator()<br />
#11 C:\inetpub\wwwroot\support\scp\tickets.php(495): require_once(‘C:\\inetpub\\wwwr…’)<br />
#12 {main}

[fedefarma]

As you can see there are a lot of error logs about the login page

[fedefarma]

Hi Stevland,

 

Ok, we will activate again the APCu option and the Zend Opcache,

 

The issue on the phones is happening with the login page (some of our agents need to use a phone to answer tickets) so when they try to access the webpage and login, this main page takes so long to load.

 

Here you have the information you asked:

 

Server information<br />
Version osTicket v1.10.4 (035fd0a) – To date<br />
Microsoft-IIS / 7.5 Web Software Server<br />
MySQL version 5.5.45<br />
PHP version 5.6.31<br />
PHP extensions<br />
gdlib Used for image manipulation and PDF printing<br />
imap Used for Email recovery<br />
xml XML API<br />
xml-dom Used for processing HTML Email<br />
json Improves the creation performance and JSON processing<br />
mbstring Highly recommended for content in non-western European languages<br />
phar Highly recommended for language packs and add-ons<br />
intl Highly recommended for content in non-western European languages<br />
fileinfo Use to detect types of uploaded files<br />
APCu Improves overall performance<br />
Zend Opcache Improves overall performance<br />
PHP configuration<br />
cgi.fix_pathinfo recommends “1” If the AJAX does not work<br />
date.timezone Europe / Belgrade<br />
Information and use of database<br />
Support scheme (localhost)<br />
Signature of the scheme 98ad7d550c26ac44340350912296e673<br />
Occupied space 817.83 MiB<br />
Space for attachments 746.41 MiB<br />
Time Zone Romance Daylight Time (Interpreted as Europe / Berlin)

[fedefarma]

Hi @stevland 

 

I have installed the fix you mentioned but still not working, also we have deactivated the APCu in our ISS server and we have no difference in performance 

Our Osticket server is internal and it’s not connected to internet, so we can’t grant you access to it. 

 

Any other idea?

 

Thank you!

 

 

[fedefarma]

Hi Again, 

Also i have tried to use the latest version  “osTicket-Awesome-1.10.4-v1.0” but still having the same issue.

Thank you

[fedefarma]

Hi Stevland!

We are using osTicket-Awesome-1.10.1-v1.3.

We tried the page using different mobile, Huawei Mate 10, Samsung Galaxy S7, and a BQ. We are using Google Chrome.

The problem seems to be with both portals.

We are using IIS on Windows 2008 R2 as server. 

Thanks in advance.