Re: [otrs] Bricked install

The following is a bit long winded but might work Firstly, back up your database and, if you can, test restoring to another database to ensure you've gotten a good backup. It would be best to take a backup of your config files too. Attempt 1: * Stop web and database services on your production server. * Rename the ZZZAuto.pm file (I always use date/time stamps when doing this, i.e. 20110627_1300-ZZZAuto.pm) * The ZZZAuto.pm file may be generated on restarting services (I assume its generated because the file is not included in the source tar.gz downloads) * Restart web and database services and attempt to connect via web browser * Check the Kernel/Config/Files/ directory for the ZZZAuto.pm file to confirm if the file is/isn't there Attempt 2: * Stop web and database services on your production server. * Rename the ZZZAuto.pm file * Create a new, blank, ZZZAuto.pm file i.e. touch ZZZAuto.pm * Set the appropriate ownership and permissions on this new file * Restart web and database services and attempt to connect via web browser Attempt 3: * Stop web and database services on your production server. * Rename the ZZZAuto.pm file * Create a new, blank, ZZZAuto.pm file i.e. touch ZZZAuto.pm * Set the Global write permissions on this new file i.e. chmod 777 ZZZAuto.pm * Restart web and database services and attempt to connect via web browser Attempt 4: * Download the same version of OTRS that you're running from the FTP http://ftp.otrs.org/pub/otrs/ * Install to a different location (or different computer if possible as you could maintain the same database name/username etc.). * I'm not sure at which point the ZZZAuto.pm file is generated but you may need to complete the inital configuration. * Double check the permissions and ownership of the ZZZAuto.pm on this new install. * On your original production server stop the web and database services. * Rename the ZZZAuto.pm file * Copy the ZZZAuto.pm from the temporary install to the production server * Restart the necessary services and attempt to connect via web browser. If you can, try to maintain a structured approach to your trouble shooting. Only try one thing at a time and take a note of each change and whether it was successful or failed. I hope that helps, Rory Clerkin On 24 June 2011 18:48, Robert Woodworth wrote:

That’s what I thought.****

So I created the missing target that the link pointed to and copied the permissions (otrs & www-data) from the other Auto file and THAT’S what bricked my system.****

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I tried backing it out and the system is STILL bricked.****

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I can login with command line and that’s it.****

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My question is whether this a recovery possible or whether I have to reinstall the whole sorry thing.****

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*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* Friday, June 24, 2011 5:15 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

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Please note that you're using an old OTRS version, we released the 3.x series in November last year. You really should try that instead, it's much nicer.

If you find it too much work to install OTRS either sign up for http://otrsondemand.com or hire us to do it for you. Turnkey at this point is just a great way to try out an old version of OTRS; and apparently it has some other issues too, now.

-- Mike****

On Fri, Jun 24, 2011 at 09:41, Nils Leideck wrote:****

Hi Robert,****

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both files have to be writeable by the webserver.****

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Cheers, Nils****

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On 24.06.2011, at 07:46, Robert Woodworth wrote:****

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Please take a look at this and tell me if there is any way to recover.** **

I think I bricked my install.****

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I installed the Turnkey Linux OTRS appliance.****

It seemed to install OK.****

Connecting to the admin dashboard was a pain because this system didn’t follow the documentation but I got around that.****

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My problems started when I started troubleshooting why mail wasn’t arriving and opening tickets.****

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I noticed an error about bad permissions on "/usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm"****

This turned out to be a link to /var/lib/otrs/Config/ZZZAuto.pm and the target wasn’t there.****

I thought I would be brilliant and just touch the file and copy the permissions from****

/var/lib/otrs/Config/ZZZAAuto.pm****

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Suddenly, when I clicked on the Admin icon on the webpage I got:****

*[ OTRS https://192.168.215.8/otrs/index.pl? ]*****

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*Error: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!*****

*Comment:*****

*Bug Report:*****

*Traceback:*****

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 05:43:21 2011

Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!

Traceback (1230): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminInit::Run (v1.13) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31****

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Undoing what I did has not fixed anything.****

Is there ANY hope of recovery ?****

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-- Nils Leideck****

http://webint.cryptonode.de / a Fractal project****

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