Re: [otrs] UTF-8 breaks 2.3.4 SysConfig interface

Dear list, I´m aware that this thread is a couple of months old but I just ran into the very same issue, after changing the default charset. I also found the solution... the issue here was that the sysconfig cache files are in a different charset from what OTRS expects. The error messages I found in the Apache error log were [Sat Jul 11 13:11:48 2009] -e: utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1. [Sat Jul 11 13:11:49 2009] -e: utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1. [Sat Jul 11 13:11:54 2009] -e: utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1. [Sat Jul 11 13:11:54 2009] -e: utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1. If you just delete the cache files OTRS will create new ones and you´d be good to go... By default the files are in /opt/otrs/var/tmp and their name starts with SysConfig-Cache michiel@kid:/opt/otrs/var/tmp$ ls -l total 1828 drwxrwsr-x 3 www-data nogroup 4096 2009-07-10 10:28 Cache -rw-rw-r-- 1 www-data nogroup 671010 2009-07-10 10:28 SysConfig-Cache_Kernel_Conig_Files_Framework.xml-1aec9a47e59a99c0f63cfe9c578a58bb.pm -rw-rw-r-- 1 www-data nogroup 4483 2009-07-10 10:28 SysConfig-Cache_Kernel_Config_Files_Support.xml-5aa644823bdb01b11c6d198f84ca9f91.pm -rw-rw-r-- 1 www-data nogroup 1179396 2009-07-10 10:28 SysConfig-Cache_Kernel_Config_Files_Ticket.xml-f8689fe4f54650acc42b34d49678f10a.pm I guess if Config.pm would check if the cache files are valid, and would delete them if they aren´t, that would make the system able to fix this issue itself. Kindest regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Mar 2, 2009 at 05:51, Afshar Mohebbi wrote:

Hi,

We have have a same problem but in IIS. We are using OTRS in a none-Europe alphabet and can't ignore utf-8.

Afshar

On Mon, Mar 2, 2009 at 4:21 AM, Paul wrote:

...

Hi all,

I upgraded OTRS 2.3.3 to 2.3.4 and found that when $Self->{DefaultCharset} is set to 'utf-8', the SysConfig area of the Admin interface results in a 500 server error. Apache error logs show the following:

[Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xF6" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:57 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:57 2009] index.pl: utf8 "\\xE4" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x67, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] *** glibc detected *** free(): invalid next size (normal): 0x095c6590 ***, referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl, referer: https://otrs.host/path/index.pl?Action=Admin

Changing the default charset to iso-8859-1 the problem goes away. Any ideas? We need UTF-8. Reverting to 2.3.3 resolves the issue as well with utf-8.

Best wishes, Paul

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