Attachment Problems - Yet Another

Hey Everyone,

Here’s my system:
RT 3.0.8
Perl 5.8.4
mod_perl 1.29
apache 1.3.29
RH Enterprise

I was having the problem with attachments becoming corrupted after a short
while after an apache restart, which I fixed by upgrading from Perl 5.8.0 to
5.8.4 and then rebuilding mod_perl and apache. So life was good! :slight_smile: I’ve
been creating test tickets like crazy and every once in a while when I add
an attactment to a ticket and then create the ticket, there is no link on
the Display.html for that attachment in the ticket. The attachment seems to
be there, but the ‘Download size’ link isn’t there for
that attachment. Also, the attachment itself isn’t listed in the
’Attachments’ box either. I’ve created test tickets with multiple
attachments, and other attachments in the same ticket are uploaded
correctly. It seems like it happens to mostly word documents, but certainly
not all word documents. And it’s repeatable with the same darn attachment.
Anyone ever see this before? Any fixes out there?

Thanks for your help in advance!
Mike Ridilla

System Admin
Global Compliance Services

And it’s repeatable with the same darn attachment.
Anyone ever see this before? Any fixes out there?

Can you send me the attachment for testing?

Jesse,

Thanks in advance for taking the time to look at this. I’ve attached one of
the word files I’ve been having problems with. I tried changing the name of
the file to something different, but no luck there either. It also seems to
happen every once in a while with certain Excel Spreadsheets as well.

BTW RT is a great product!

It looks like perhaps you haven’t configured mysql to deal with packets
larger than 1Mb.

I’m pretty sure I did configure mysql to handle packets larger than 1Mb. In
the /etc/my.cnf file, I have the following:

[mysql]
max_allowed_packet=100M

BTW, the mysql version I’m running is 4.0.17.

Then in the RT_SiteConfig.pm (rt 3.0.8), I have the following:

Set($MaxAttachmentSize , 100000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);

I was reading another set of messages and it one of them said I should
possibly upgrade to > 3.0.9pre. I’m referring to:

On Solaris 8, the fix seems to be in 3.0.9pre4 with perl 5.8.3. This did
it for me. For some reason, 3.0.9pre2 still had the same problem on
downloading attachments using IE.

Regards, Neil

Can’t be it because I can download smaller ones just fine. And I have
3.0.8.

But as I say not the end of the world.

I remember some fixes in rt3.0.8 or 9pre about IE bug with some no-cache
headers.
I size doesn’t matter in this case of error.
Best regards. Ruslan.

Thanks again.
Danie

So should I just go ahead and bite the bullet and upgrade to 3.0.11?

Thanks again for all the help!
Mike Ridilla

System Admin
Global Compliance ServicesFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, June 18, 2004 2:33 AM
To: Mike Ridilla; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachment Problems - Yet Another

Jesse,

Thanks in advance for taking the time to look at this. I’ve attached one
of
the word files I’ve been having problems with. I tried changing the name
of
the file to something different, but no luck there either. It also seems
to
happen every once in a while with certain Excel Spreadsheets as well.

BTW RT is a great product!

It looks like perhaps you haven’t configured mysql to deal with packets
larger than 1Mb.