Byte order is not compatible at ..\..\lib\Storable.pm

Hugh Kelley

28 Sep 2010 28 Sep '10

7:21 p.m.

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article. Has anyone seen this before? *** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl is compiled and 848207 minutes old. Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Execute returned: -1 The only related looking message I see in the OTRS log is: [Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

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Hugh Kelley

29 Sep 29 Sep

1:33 a.m.

Digging into this a bit further I decided to try exporting the attachments out of the DB and onto the FS. I used the following command line. perl.exe \OTRS\otrs-3.0.0\bin\otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS This yielded many instances of this error message. ERROR: OTRS-otrs.ArticleStorageSwitch.pl-10 Perl: 5.12.2 OS: MSWin32 Time: Wed Sep 29 01:20:21 2010 Message: Need UserID! Traceback (3656): Module: Kernel::System::Ticket::Article::ArticleAttachmentIndex (v1.254) Line: 3129 Module: \OTRS\otrs-3.0.0\bin\otrs.ArticleStorageSwitch.pl (v1.10) Line: 191 The folders were created on disk but they all appear to be empty, and I now have no inline images in my old articles. New attachments show up. Where should I be looking for clues? On Tue, Sep 28, 2010 at 3:21 PM, Hugh Kelley wrote:

...

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article.

Has anyone seen this before?

*** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl is compiled and 848207 minutes old. Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl]

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

The only related looking message I see in the OTRS log is:

[Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

Martin Gruner

6:32 a.m.

Hi Hugh, do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away. I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case). Thanks a lot! Regards, mg Am 28.09.10 21:21, schrieb Hugh Kelley:

...

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article.

Has anyone seen this before?

*** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl is compiled and 848207 minutes old. Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl]

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al http://thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

The only related looking message I see in the OTRS log is:

[Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- Martin Gruner Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/

Hugh Kelley

8:55 a.m.

There is only one machine in use here. I will assume now that the large attachment is just a coincidence. Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff. While I find the root cause, is there an easy way to change the default "screen" globally? On 9/29/10, Martin Gruner wrote:

...

Hi Hugh,

do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away.

I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case).

Thanks a lot!

Regards, mg

Am 28.09.10 21:21, schrieb Hugh Kelley:

...
A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article.

Has anyone seen this before?

*** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl is compiled and 848207 minutes old. Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl]

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al http://thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

The only related looking message I see in the OTRS log is:

[Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- Martin Gruner Developer R&D

OTRS AG Europaring 4 94315 Straubing

T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/

Hugh Kelley

8:58 a.m.

I forgot to mention that I did run the delete cache script yesterday, no effect. I only assumed this was cache-related because of the text in the PerlEx error. Apparently that is incorrect. Regards, Hugh On 9/29/10, Hugh Kelley wrote:

...

There is only one machine in use here. I will assume now that the large attachment is just a coincidence.

Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff.

While I find the root cause, is there an easy way to change the default "screen" globally?

On 9/29/10, Martin Gruner wrote:

...
Hi Hugh,

do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away.

I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case).

Thanks a lot!

Regards, mg

Am 28.09.10 21:21, schrieb Hugh Kelley:

...
A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article.

Has anyone seen this before?

*** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl is compiled and 848207 minutes old. Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl]

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al http://thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

The only related looking message I see in the OTRS log is:

[Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- Martin Gruner Developer R&D

OTRS AG Europaring 4 94315 Straubing

T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/

Hugh Kelley

11:08 a.m.

I think this was related to a change in the number of CPUs on my virtual machine. I had reduced my VM to one CPU (but of the same type) so as to simplify the configuration and address the time zone drift issue I am seeing (another thread). After running the bin\otrs.DeleteCache.pl script it seems to be working now. Interestingly, the symptom when I ran the test again was not a dashboard failure. It was a pull-down "hang" on the owner list. The PerlEx logs showed the same symptoms. What exactly is cached server-side, and where is it? Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[&ChallengeToken=e988b51bcfa173cd620acc6f205e563b;FormID=1285757724.4196353.36981201;ExpandCustomerName=0;OwnerAll=1;ResponsibleAll=;PreSelectedCustomerUser=;SelectedCustomerUser=alan.veale;TicketID=;Dest=6||MTRL Support (Desktop);To= XXXXXX

...

;Cc=;Bcc=;NewUserID=;Subject=;Body=;Signature=;AttachmentUpload=0;CustomerID=XXXXX;NextStateID=4;Day=30;Month=09;Year=2010;=;Hour=11;Minute=55;PriorityID=3;TicketFreeKey1=CostCenter;TicketFreeText1=;TicketFreeKey2=Category;TicketFreeText2=;TicketFreeKey3=ExternalTicketRef;TicketFreeText3=;TimeUnits=;Action=AgentTicketEmail;Subaction=AJAXUpdate;ElementChanged=OwnerAll;] . . . Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1 On Wed, Sep 29, 2010 at 4:58 AM, Hugh Kelley wrote:

...

I forgot to mention that I did run the delete cache script yesterday, no effect.

I only assumed this was cache-related because of the text in the PerlEx error. Apparently that is incorrect.

Regards, Hugh

On 9/29/10, Hugh Kelley wrote:

...
There is only one machine in use here. I will assume now that the large attachment is just a coincidence.

Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff.

While I find the root cause, is there an easy way to change the default "screen" globally?

On 9/29/10, Martin Gruner wrote:

...
Hi Hugh,

do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away.

I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case).

Thanks a lot!

Regards, mg

Am 28.09.10 21:21, schrieb Hugh Kelley:

...
A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article.

Has anyone seen this before?

*** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl is compiled and 848207 minutes old. Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl]

...
Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl <http://index.pl

]

...
Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl <http://index.pl

]

...
Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl]

...
Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al http://thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

The only related looking message I see in the OTRS log is:

[Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- Martin Gruner Developer R&D

OTRS AG Europaring 4 94315 Straubing

T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/

Martin Gruner

1 Oct 1 Oct

6:04 a.m.

Hi Hugh, it could be many different things which are cached. You can try to get a backtrace to see where exactly the error occurred. Is this on beta4? Errors of this kind (byte order not compatible) should not occur any more (possibly only with old caching data). Regards, mg Am 29.09.10 13:08, schrieb Hugh Kelley:

...

I think this was related to a change in the number of CPUs on my virtual machine. I had reduced my VM to one CPU (but of the same type) so as to simplify the configuration and address the time zone drift issue I am seeing (another thread).

After running the bin\otrs.DeleteCache.pl script it seems to be working now.

Interestingly, the symptom when I ran the test again was not a dashboard failure. It was a pull-down "hang" on the owner list. The PerlEx logs showed the same symptoms. What exactly is cached server-side, and where is it?

Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl]

Params:[&ChallengeToken=e988b51bcfa173cd620acc6f205e563b;FormID=1285757724.4196353.36981201;ExpandCustomerName=0;OwnerAll=1;ResponsibleAll=;PreSelectedCustomerUser=;SelectedCustomerUser=alan.veale;TicketID=;Dest=6||MTRL Support (Desktop);To= XXXXXX

...
;Cc=;Bcc=;NewUserID=;Subject=;Body=;Signature=;AttachmentUpload=0;CustomerID=XXXXX;NextStateID=4;Day=30;Month=09;Year=2010;=;Hour=11;Minute=55;PriorityID=3;TicketFreeKey1=CostCenter;TicketFreeText1=;TicketFreeKey2=Category;TicketFreeText2=;TicketFreeKey3=ExternalTicketRef;TicketFreeText3=;TimeUnits=;Action=AgentTicketEmail;Subaction=AJAXUpdate;ElementChanged=OwnerAll;]

. . . Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

On Wed, Sep 29, 2010 at 4:58 AM, Hugh Kelley wrote:

...
I forgot to mention that I did run the delete cache script yesterday, no effect.

I only assumed this was cache-related because of the text in the PerlEx error. Apparently that is incorrect.

Regards, Hugh

On 9/29/10, Hugh Kelley wrote:

...
There is only one machine in use here. I will assume now that the large attachment is just a coincidence.

Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff.

While I find the root cause, is there an easy way to change the default "screen" globally?

On 9/29/10, Martin Gruner wrote:

...
Hi Hugh,

do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away.

I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case).

Thanks a lot!

Regards, mg

Am 28.09.10 21:21, schrieb Hugh Kelley:

...
A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and

Martin Gruner

6 a.m.

Hi Hugh, I believe you can change the default screen with "Frontend::CommonParam###Action". Best regards, mg Am 29.09.10 10:55, schrieb Hugh Kelley:

...

There is only one machine in use here. I will assume now that the large attachment is just a coincidence.

Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff.

While I find the root cause, is there an easy way to change the default "screen" globally?

On 9/29/10, Martin Gruner wrote:

...
Hi Hugh,

do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away.

I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case).

Thanks a lot!

Regards, mg

Am 28.09.10 21:21, schrieb Hugh Kelley:

...
A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard.

I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard

Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article.

Has anyone seen this before?

*** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl is compiled and 848207 minutes old. Precompiler: Executing

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl]

Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al http://thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128

PerlEx: Execute returned: -1

The only related looking message I see in the OTRS log is:

[Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

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Hugh Kelley
Martin Gruner