Attachment problems

RT Users
#1

Hi,

I posted a little while back about not being able to open any
attachments in RT. If a user sends an email to the RT system with a
file attachment (typically .doc format), it appears in the ticket but I
get a permissions error when trying to open it. I had been running RT
3.0.8 and Perl 5.8.0, but someone recommended I upgrade to latest
version of RT (3.0.9) and Perl (5.8.3). This however did not fix my
problem and I am out of ideas. If anyone could provide any information
on where I might start looking I would appreciate it.

Thanks,

Curt

#2

Curt Driscoll wrote:

I posted a little while back about not being able to open any
attachments in RT. If a user sends an email to the RT system with a
file attachment (typically .doc format), it appears in the ticket but I
get a permissions error when trying to open it. I had been running RT

“Permissions error”? Can you elaborate?
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#3

Sorry. When opening the file (in this case a .doc file), the
application (Word) will open up and say something like "Word experienced
an error trying to open a file. Suggestions:

*Check the file permissions for the document or drive

*Make sure there is sufficient free memory and disk space"

Also, the size of the file uploaded was about 70k, but the size showing
in the RT ticket is 1.6k. So somewhere in RT the file is being
corrupted. Is this clearer? Thanks for the help.

Thanks,

        Curtis M Driscoll

IS Specialist Phone: 319.268.5257

Cedar Falls Utilities Mobile:319.493.0791

Cedar Falls, IA Fax: 319.266.8158From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Phil
Homewood
Sent: Wednesday, March 24, 2004 3:56 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachment problems

Curt Driscoll wrote:

I posted a little while back about not being able to open any

attachments in RT. If a user sends an email to the RT system with a

file attachment (typically .doc format), it appears in the ticket but
I

get a permissions error when trying to open it. I had been running RT

“Permissions error”? Can you elaborate?

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#4

Were the attachments you are having problems with saved before or after the
upgrade?

Does anyone know if the corruption problem pre-perl 5.8.3 was caused in
saving or in reading the files?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Curt Driscoll
Sent: Thursday, 25 March 2004 8:10 AM
To: Phil Homewood; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Attachment problems

Sorry. When opening the file (in this case a .doc file), the application
(Word) will open up and say something like "Word experienced an error trying
to open a file. Suggestions:

*Check the file permissions for the document or drive

*Make sure there is sufficient free memory and disk space"

Also, the size of the file uploaded was about 70k, but the size showing in
the RT ticket is 1.6k. So somewhere in RT the file is being corrupted. Is
this clearer? Thanks for the help.

Thanks,

        Curtis M Driscoll

IS Specialist Phone: 319.268.5257

Cedar Falls Utilities Mobile:319.493.0791

Cedar Falls, IA Fax: 319.266.8158

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Phil Homewood
Sent: Wednesday, March 24, 2004 3:56 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachment problems

Curt Driscoll wrote:

I posted a little while back about not being able to open any

attachments in RT. If a user sends an email to the RT system with a

file attachment (typically .doc format), it appears in the ticket but I

get a permissions error when trying to open it. I had been running RT

“Permissions error”? Can you elaborate?

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rt-users@lists.bestpractical.com

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winmail.dat (7.35 KB)

#5

Well Mike, the attachments were saved on the person’s local drive before
the RT upgrade, but they retried sending the email to RT with that file
attached after the upgrade. The file is definitely being corrupted when
it is received into RT. Does this answer your question? The files are
stored in mysql, correct? We are running version 3.23.54a of mysql, but
I don’t see that being the problem either. I am running out of ideas.

Thanks,

        Curtis M Driscoll

IS Specialist Phone: 319.268.5257

Cedar Falls Utilities Mobile:319.493.0791

Cedar Falls, IA Fax: 319.266.8158From: Mike Husband [mailto:m.husband@leadup.com.au]
Sent: Wednesday, March 24, 2004 4:41 PM
To: Curt Driscoll; ‘Phil Homewood’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Attachment problems

Were the attachments you are having problems with saved before or after
the upgrade?

Does anyone know if the corruption problem pre-perl 5.8.3 was caused in
saving or in reading the files?

From: rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Curt
Driscoll
Sent: Thursday, 25 March 2004 8:10 AM
To: Phil Homewood; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Attachment problems

Sorry.  When opening the file (in this case a .doc file), the

application (Word) will open up and say something like "Word experienced
an error trying to open a file. Suggestions:

   *Check the file permissions for the document or drive

   *Make sure there is sufficient free memory and disk space"

 

Also, the size of the file uploaded was about 70k, but the size

showing in the RT ticket is 1.6k. So somewhere in RT the file is being
corrupted. Is this clearer? Thanks for the help.

Thanks,

 


            Curtis M Driscoll

IS Specialist          Phone: 319.268.5257

Cedar Falls Utilities  Mobile:319.493.0791

Cedar Falls, IA        Fax:   319.266.8158


 


From: rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Phil
Homewood
Sent: Wednesday, March 24, 2004 3:56 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachment problems

Curt Driscoll wrote:

>   I posted a little while back about not being able to open

any

> attachments in RT.  If a user sends an email to the RT system

with a

> file attachment (typically .doc format), it appears in the

ticket but I

> get a permissions error when trying to open it.  I had been

running RT

"Permissions error"? Can you elaborate?


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rt-users mailing list

rt-users@lists.bestpractical.com

http://lists.bestpractical.com/mailman/listinfo/rt-users

 

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#6

Curt Driscoll wrote:

Sorry. When opening the file (in this case a .doc file), the
application (Word) will open up and say something like "Word experienced
an error trying to open a file. Suggestions:

*Check the file permissions for the document or drive
*Make sure there is sufficient free memory and disk space"

Word’s just pulling possible explanations out of thin air.
What it likely means is that the document is corrupt.

Also, the size of the file uploaded was about 70k, but the size showing
in the RT ticket is 1.6k. So somewhere in RT the file is being
corrupted. Is this clearer? Thanks for the help.

You’re using an unsupported (for RT) mysql version, however that’s
probably not the problem. But, well, it’s not supported…

Anyway. Check the size of the attachment in the DB. That should
give a clue as to whether it’s being corrupted on the way in or
on the way out…
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#7

Word’s just pulling possible explanations out of thin air.
What it likely means is that the document is corrupt.
This is what I figured, it is a Microsoft product. I am surprised it
didn’t recommend I reinstall the OS.

Anyway. Check the size of the attachment in the DB. That should
give a clue as to whether it’s being corrupted on the way in or
on the way out…

I checked the database, and the file size in the database is the same
size as the corrupt version (1.6k when its supposed to be 70k). So it
appears the problem lies when the file is being received into the
database, it corrupts it.

Thanks,

        Curtis M Driscoll

IS Specialist Phone: 319.268.5257
Cedar Falls Utilities Mobile:319.493.0791
Cedar Falls, IA Fax: 319.266.8158From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Phil
Homewood
Sent: Thursday, March 25, 2004 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachment problems

Curt Driscoll wrote:

Sorry. When opening the file (in this case a .doc file), the
application (Word) will open up and say something like "Word
experienced
an error trying to open a file. Suggestions:

*Check the file permissions for the document or drive
*Make sure there is sufficient free memory and disk space"

Word’s just pulling possible explanations out of thin air.
What it likely means is that the document is corrupt.

Also, the size of the file uploaded was about 70k, but the size
showing
in the RT ticket is 1.6k. So somewhere in RT the file is being
corrupted. Is this clearer? Thanks for the help.

You’re using an unsupported (for RT) mysql version, however that’s
probably not the problem. But, well, it’s not supported…

Anyway. Check the size of the attachment in the DB. That should
give a clue as to whether it’s being corrupted on the way in or
on the way out…

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#8

Curt Driscoll wrote:

I checked the database, and the file size in the database is the same
size as the corrupt version (1.6k when its supposed to be 70k). So it
appears the problem lies when the file is being received into the
database, it corrupts it.

What’s your mysql server’s max_allowed_packet? What about
RT’s MaxAttachmentSize and TruncateLongAttachments?
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#9

[mysqld]
Mysql’s max_allowed_packet=1M (Is this enough?)
[RT]
MaxAttachmentSize= 10MB
TruncateLongAttachments= undef

Thanks,

        Curtis M Driscoll

IS Specialist Phone: 319.268.5257
Cedar Falls Utilities Mobile:319.493.0791
Cedar Falls, IA Fax: 319.266.8158From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Phil
Homewood
Sent: Thursday, March 25, 2004 4:37 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachment problems

Curt Driscoll wrote:

I checked the database, and the file size in the database is the same
size as the corrupt version (1.6k when its supposed to be 70k). So
it
appears the problem lies when the file is being received into the
database, it corrupts it.

What’s your mysql server’s max_allowed_packet? What about
RT’s MaxAttachmentSize and TruncateLongAttachments?

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rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

#10

Curt Driscoll wrote:

[mysqld]
Mysql’s max_allowed_packet=1M (Is this enough?)

It’s pretty small, but shouldn’t trunctate things much less
than 1Mb in size. Still:

[RT]
MaxAttachmentSize= 10MB

for that, I’d set max_allowed_packet to something
bigger than 10M…

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