Hello,
we are running Znuny 6.5.4 and are facing a strange issue, that only occurs with a small number of seemingly random tickets.
The issues has existed for a while and was already present in some OTRS versions, before we migrated to Znuny.
When clicking on affected ticket entries, the browser starts loading the view and shows the message content.
However, the page does not finish loading and Apache2 stops handling requests all together, so all subsequent requests fail.
Restarting the Apache2 service makes Znuny work again, but the issue can be reproduced by opening the same affected ticket entry again.
It seems to be random which tickets are affected, but they all have this in common:
- HTML emails
- Formatted signature/footer with links
- Images in the message, which are embedded
When the issue occurs, if often does after a few emails have been exchanged, meaning the first entries of the ticket can be viewed without issues, but after the issue occurred, all later entries will cause Apache2 to get stuck.
Each message of course contains the previous one below, meaning some bit of content is introduced at some point and kept in the message, which Znuny/Apache2 has trouble handling.
To narrow it down we have set up Nginx on the same server, running on a different port.
When using Nginx to view the affected tickets, there is no issue. However, Nginx is much slower at serving OTRS/Znuny than Apache2, so we don't want to switch.
The Apache2 debug log level and the Znuny performance log have given us no clue so far.
Also inspecting the message source and comparing the HTML of affected and not affected messages has not shown any obvious difference.
I hope anyone here has an idea and can suggest things we can try to narrow it down further or even solve it.
Thanks a lot in advance!
Best regards
Alexander
we are running Znuny 6.5.4 and are facing a strange issue, that only occurs with a small number of seemingly random tickets.
The issues has existed for a while and was already present in some OTRS versions, before we migrated to Znuny.
When clicking on affected ticket entries, the browser starts loading the view and shows the message content.
However, the page does not finish loading and Apache2 stops handling requests all together, so all subsequent requests fail.
Restarting the Apache2 service makes Znuny work again, but the issue can be reproduced by opening the same affected ticket entry again.
It seems to be random which tickets are affected, but they all have this in common:
- HTML emails
- Formatted signature/footer with links
- Images in the message, which are embedded
When the issue occurs, if often does after a few emails have been exchanged, meaning the first entries of the ticket can be viewed without issues, but after the issue occurred, all later entries will cause Apache2 to get stuck.
Each message of course contains the previous one below, meaning some bit of content is introduced at some point and kept in the message, which Znuny/Apache2 has trouble handling.
To narrow it down we have set up Nginx on the same server, running on a different port.
When using Nginx to view the affected tickets, there is no issue. However, Nginx is much slower at serving OTRS/Znuny than Apache2, so we don't want to switch.
The Apache2 debug log level and the Znuny performance log have given us no clue so far.
Also inspecting the message source and comparing the HTML of affected and not affected messages has not shown any obvious difference.
I hope anyone here has an idea and can suggest things we can try to narrow it down further or even solve it.
Thanks a lot in advance!
Best regards
Alexander
Statistics: Posted by awietz — 05 Dec 2023, 11:44 — Replies 6 — Views 340