Corrupted Attachments

We’re running RT 3.6.0 with mysql 4.1.20 on GenToo and most of the system is
running perfectly. However, whenever someone sends a request via email with
a binary attachment, we aren’t able to retrieve it. RT shows the attachment
of the proper type, but when we try to open it the file appears corrupted –
e.g. an XLS file opens in excel, but is unreadable; and JPG pictures only
give us a new page with text containing the URL of the file, no content.

Anyone else experience this kind of problem? It’s becoming an issue for us
because more and more of our users are sending their requests with
attachments and we are unable to view them.

I’ll be happy to provide any other details you feel would be helpful, just
let me know what they may be.

Thanks in advance for helping us resolved this.

Donovan Young
dyoung@techsafari.com
PGP Public key available upon request

We had an issue like this previously on RT3.2 and mysql5 and an upgrade
of perl fixed it. I would try that.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Donovan
Young
Sent: Tuesday, September 12, 2006 4:00 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Corrupted Attachments

We’re running RT 3.6.0 with mysql 4.1.20 on GenToo and most of the
system is running perfectly. However, whenever someone sends a request
via email with a binary attachment, we aren’t able to retrieve it. RT
shows the attachment of the proper type, but when we try to open it the
file appears corrupted – e.g. an XLS file opens in excel, but is
unreadable; and JPG pictures only give us a new page with text
containing the URL of the file, no content.

Anyone else experience this kind of problem? It’s becoming an issue for
us because more and more of our users are sending their requests with
attachments and we are unable to view them.

I’ll be happy to provide any other details you feel would be helpful,
just let me know what they may be.

Thanks in advance for helping us resolved this.

Donovan Young
dyoung@techsafari.com
PGP Public key available upon request

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After upgrading to 3.8.1 we are not able view any attachments. Only
thing we can see in the attachment is blank. Can any on help me on this.

RT version: 3.8.1
perl: 5.8.5
OS: Redhat Enterprise Linux 4WS

Regards
Murali

I can confirm this issue as we’re seeing the same here.

We have two RT installs, both pointed at the same central database.
The old version of RT (3.4.2) works properly. If I route the email
messages to the new RT 3.8.1 server, then we end up with corrupted
attachments.

I have checked my MTA, http, and MySQL settings, making sure I wasn’t
limiting attachment sizes. All have 10M limits. For now, I routed mail
back to the old RT install.

MattOn Oct 3, 2008, at 7:36 AM, Muralidhar wrote:

After upgrading to 3.8.1 we are not able view any attachments. Only
thing we can see in the attachment is blank. Can any on help me on
this.

RT version: 3.8.1
perl: 5.8.5
OS: Redhat Enterprise Linux 4WS

Regards
Murali


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isn’t the an upgrade process to change some stuff related to the DB schema
in order to accomodate the new installation/codebase when upgrading to 3.8?

-gabeFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Matt
Simerson
Sent: Friday, October 03, 2008 12:40 PM
To: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Corrupted Attachments

I can confirm this issue as we’re seeing the same here.

We have two RT installs, both pointed at the same central database.
The old version of RT (3.4.2) works properly. If I route the email
messages to the new RT 3.8.1 server, then we end up with corrupted
attachments.

I have checked my MTA, http, and MySQL settings, making sure I wasn’t
limiting attachment sizes. All have 10M limits. For now, I routed mail
back to the old RT install.

Matt

I can confirm this issue as we’re seeing the same here.

We have two RT installs, both pointed at the same central database.
The old version of RT (3.4.2) works properly. If I route the email
messages to the new RT 3.8.1 server, then we end up with corrupted
attachments.

I have checked my MTA, http, and MySQL settings, making sure I
wasn’t limiting attachment sizes. All have 10M limits. For now, I
routed mail back to the old RT install.

Matt

I forgot to include:

[matt@rt ~]$ uname -a
Linux rt.spry.com 2.6.18-ovz028stab039.1-smp #1 SMP Tue Jul 24
12:12:48 MSD 2007 i686 i686 i386 GNU/Linux
[matt@rt ~]$ cat /etc/redhat-release
CentOS release 5.2 (Final)

[matt@rt ~]$ perl -V | head -n4
Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
Platform:
osname=linux, osvers=2.6.18-53.1.14.el5pae, archname=i386-linux-
thread-multi
uname='linux builder16.centos.org 2.6.18-53.1.14.el5pae #1 smp
wed mar 5 12:07:47 est 2008 i686 athlon i386 gnulinux ’

Using the latest version of all CPAN modules as of 9/27/08.

Matt> On Oct 3, 2008, at 7:36 AM, Muralidhar wrote:

After upgrading to 3.8.1 we are not able view any attachments. Only
thing we can see in the attachment is blank. Can any on help me on
this.

RT version: 3.8.1
perl: 5.8.5
OS: Redhat Enterprise Linux 4WS

Regards
Murali


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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isn’t the an upgrade process to change some stuff related to the DB schema
in order to accomodate the new installation/codebase when upgrading to 3.8?

Yes. I’ve seen this dicussion numerous times in the past and know it to be
an issue with following the upgrade path. Perhaps I didn’t follow the
previous conversation paths correctly.

i was sure there was some kind of script to be run to convert the tables or something?

can someone please reference the info i’m talking about here?

thanks.

-gabe-----Original Message-----
From: Duane Hill [mailto:d.hill@yournetplus.com]
Sent: Friday, October 03, 2008 12:50 PM
To: Gabriel Cadieux
Cc: Matt Simerson; RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Corrupted Attachments

On Fri, 3 Oct 2008, Gabriel Cadieux wrote:

isn’t the an upgrade process to change some stuff related to the DB schema
in order to accomodate the new installation/codebase when upgrading to 3.8?

Yes. I’ve seen this dicussion numerous times in the past and know it to be
an issue with following the upgrade path. Perhaps I didn’t follow the
previous conversation paths correctly.

isn’t the an upgrade process to change some stuff related to the DB
schema
in order to accomodate the new installation/codebase when upgrading
to 3.8?

Yes. I’ve seen this dicussion numerous times in the past and know it
to be an issue with following the upgrade path. Perhaps I didn’t
follow the previous conversation paths correctly.

That would be plausible except:

a. my RT 3.8.1 install is a brand spanking new install.

b. my RT 3.4.2 install is untouched.

c. the only thing ‘upgraded’ about my RT environment is the database
tables.

Attachments are corrupted if mail is routed to the 3.8.1 install. They
are not when routed to the 3.4.2 install.

Matt

I followed the upgrade documents to the letter in my test environment
with a snapshot of the database. The ALTER tables process might work
well for folks with a smaller data set but with 18GB of data, it takes
four hours to run on a E5310 Xeon with dedicated disks. That is far
too long to have our systems out of production.

Changing the character set of the database tables from latin to UTF
can be done far more quickly and with less risk by dumping the
database to disk, using sed to alter the dump file, and then
importing. That process is hours faster.

Yes. I’ve seen this dicussion numerous times in the past and know it
to be an issue with following the upgrade path. Perhaps I didn’t
follow the previous conversation paths correctly.

That would be plausible except:

a. my RT 3.8.1 install is a brand spanking new install.

b. my RT 3.4.2 install is untouched.

c. the only thing ‘upgraded’ about my RT environment is the database
tables.

Yes. This says pretty clearly that you didn’t run the tool described in
the ‘UPGRADING’ file in the RT 3.8.1 distribution.

I’ve followed the upgrade instructions but have the same problem with
attachments being corrupted in 3.8.1. Perhaps there is another issue that
has yet to be addressed? Nobody offered any suggestions to my previous post
on this subject so I assumed this was an unsolved issue still.
My earlier post follows:

I’m having a problem with corruption as well. I had missed this
upgrade because I am running mysql 5.x so presumed it didn’t apply.
I’ve since run the script and everything seemed to work, but of course
this is after doing the 3.8.1 upgrades. My attachments still seem to
be corrupting, any suggestions? This is the output of show create
table attachments:

Attachments CREATE TABLE Attachments (
id int(11) NOT NULL auto_increment,
TransactionId int(11) NOT NULL,
Parent int(11) NOT NULL default ‘0’,
MessageId varchar(160) character set ascii default NULL,
Subject varchar(255) default NULL,
Filename varchar(255) default NULL,
ContentType varchar(80) character set ascii default NULL,
ContentEncoding varchar(80) character set ascii default NULL,
Content longblob,
Headers longtext,
Creator int(11) NOT NULL default ‘0’,
Created datetime default NULL,
PRIMARY KEY (id),
KEY Attachments2 (TransactionId),
KEY Attachments3 (Parent,TransactionId)
) ENGINE=InnoDB AUTO_INCREMENT=4221 DEFAULT CHARSET=utf8On Sat, Oct 4, 2008 at 10:57 AM, Jesse Vincent jesse@bestpractical.comwrote:

Yes. I’ve seen this dicussion numerous times in the past and know it
to be an issue with following the upgrade path. Perhaps I didn’t
follow the previous conversation paths correctly.

That would be plausible except:

a. my RT 3.8.1 install is a brand spanking new install.

b. my RT 3.4.2 install is untouched.

c. the only thing ‘upgraded’ about my RT environment is the database
tables.

Yes. This says pretty clearly that you didn’t run the tool described in
the ‘UPGRADING’ file in the RT 3.8.1 distribution.

Attachments are corrupted if mail is routed to the 3.8.1 install. They
are not when routed to the 3.4.2 install.

Matt

I followed the upgrade documents to the letter in my test environment
with a snapshot of the database. The ALTER tables process might work
well for folks with a smaller data set but with 18GB of data, it takes
four hours to run on a E5310 Xeon with dedicated disks. That is far
too long to have our systems out of production.

Changing the character set of the database tables from latin to UTF
can be done far more quickly and with less risk by dumping the
database to disk, using sed to alter the dump file, and then
importing. That process is hours faster.


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I can confirm I am also getting same problem, when I click on the link to view the attachment in the browser I get a blank page, sometimes the link to attachment comes up in the browser window.
This happens to .docs, jpg and gif. I noticed pdf are ok.


regards
Gerald.On Oct 3, 2008, at 10:40 AM, Matt Simerson wrote:

>> I can confirm this issue as we're seeing the same here.
>> We have two RT installs, both pointed at the same central database.  
> The old version of RT (3.4.2) works properly. If I route the email  
> messages to the new RT 3.8.1 server, then we end up with corrupted  
> attachments.
>> I have checked my MTA, http, and MySQL settings, making sure I  
> wasn't limiting attachment sizes. All have 10M limits. For now, I  
> routed mail back to the old RT install.
>> Matt

I forgot to include:

[matt at rt ~]$ uname -a
Linux rt.spry.com 2.6.18-ovz028stab039.1-smp #1 SMP Tue Jul 24  
12:12:48 MSD 2007 i686 i686 i386 GNU/Linux
[matt at rt ~]$ cat /etc/redhat-release
CentOS release 5.2 (Final)

[matt at rt ~]$ perl -V | head -n4
Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
   Platform:
     osname=linux, osvers=2.6.18-53.1.14.el5pae, archname=i386-linux- 
thread-multi
     uname='linux builder16.centos.org 2.6.18-53.1.14.el5pae #1 smp  
wed mar 5 12:07:47 est 2008 i686 athlon i386 gnulinux '

Using the latest version of all CPAN modules as of 9/27/08.

Matt


> On Oct 3, 2008, at 7:36 AM, Muralidhar wrote:
>>> After upgrading to 3.8.1 we are not able view any attachments. Only
>> thing we can see in the attachment is blank. Can any on help me on  
>> this.
>>>> RT version: 3.8.1
>> perl: 5.8.5
>> OS: Redhat Enterprise Linux 4WS
>>>>>> Regards
>> Murali
>> _______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>>>> Community help: http://wiki.bestpractical.com>> Commercial support: sales at bestpractical.com>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com>