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#1 2017-05-05 19:49:09

thiago.rodrigues
Guest
Registered: 2017-03-17
Posts: 8

Can't Open/Download attachment files on tickets

Hello guys,

I'm facing problems opening or downloading files within on tickets.

See images below:

https://ibb.co/gSz4T5
https://ibb.co/gjFiMQ

I tried to upload files and did not work. Same error. Using WINSCP i find all the files inside /var/www/glpi/files normally,,, What can i do?

My Operating System: Ubuntu Server 16.04
GLPI 9.1.3

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#2 2017-05-09 21:49:10

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 13,879

Re: Can't Open/Download attachment files on tickets

How do you upload file? Have you some error when you upload file?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#3 2017-05-09 23:17:35

thiago.rodrigues
Guest
Registered: 2017-03-17
Posts: 8

Re: Can't Open/Download attachment files on tickets

yllen wrote:

How do you upload file? Have you some error when you upload file?

I have set up my system so that the requests are sent by email or directly by GLPI. If someone sends an email with an attachment, GLPI automatically "captures" those files and generates the request with that captured file.

When I go to the system and open the "attached file" doesnt open and dont generate any message error.

It worked normally in 9.1.2 but stopped working after I upgraded to 9.1.3.

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#4 2017-05-11 17:53:11

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 13,879

Re: Can't Open/Download attachment files on tickets

Is you directory glpi/files owned by apache?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#5 2017-05-11 18:50:01

thiago.rodrigues
Guest
Registered: 2017-03-17
Posts: 8

Re: Can't Open/Download attachment files on tickets

yllen wrote:

Is you directory glpi/files owned by apache?

Look

https://ibb.co/ck4nGQ

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#6 2017-05-11 19:17:34

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 13,879

Re: Can't Open/Download attachment files on tickets

With your past i see that you have uploaded PNG file yesterday.
How do you open uploaded document? from document menu? from document tab of a ticket?
Have you some errors in GLPI logs? in apache logs?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#7 2017-05-11 19:40:46

thiago.rodrigues
Guest
Registered: 2017-03-17
Posts: 8

Re: Can't Open/Download attachment files on tickets

yllen wrote:

With your past i see that you have uploaded PNG file yesterday.
How do you open uploaded document? from document menu? from document tab of a ticket?
Have you some errors in GLPI logs? in apache logs?


both - document menu and tab of a ticket.
Which log should I look at? Can you tell me where they are?

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#8 2017-05-12 20:00:09

thiago.rodrigues
Guest
Registered: 2017-03-17
Posts: 8

Re: Can't Open/Download attachment files on tickets

First I would like to thank yllen for the help.

I solved the problem!

Instuctions:
1. Analyze first what appears in the apache error log, which is in the following path: /var/log/apache2/error.log
2. In my case, the error> PHP Fatal error: Call to undefined function uft8_decode ()
3. I ran the following command to solve the problem:
Apt-get install php7.0-xml

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