RT fails to start after upgrade to version 4.4

RT Users
1

I just tried to upgrade our instance from version 4.2.11 to 4.4.3

After some issues with a missing user www the installation process seemed to complete successfully.

But the server fails to start. The only thing i can see in the appache2/error.log is:

[Thu Feb 14 17:49:31.647432 2019] [:warn] [pid 2063:tid 140343025874816] FastCGI: server “/opt/rt4/sbin/rt-server.fcgi” has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds

The request tracker log shows no errors after upgrading.

Where can I start looking for solutions?

Regards
Tobias

2

This is usually due to linux file rights, you can start by making sure that the apache user ‘www-data’ has access to the necessary files. You can also run make fixperms from the RT source directory to have the permissions set by RT.

3

Thanks for the swift replay.

Unfortunately running make fixperms didn’t help.

Regards

Tobias

4

When you did the upgrade did you use the same Perl as originally? I have run into the problem before where Apache didn’t have execution right for the Perl pointed at by RT files #!/some/path/to/perl -w.

When you do ls -l on your /opt/rt4/sbin/ directory what rights do the files have?

5

Yes, I didn’t change the perl.

The scripts point to #!/usr/bin/perl which of course is executable by all, so that should be ok.

ls -l /opt/rt4/sbin yields

`-rwxr-xr-x 1 root www 3302 Feb 14 17:42 rt-attributes-viewer

    -rwxr-xr-x 1 root www  5242 Feb 14 17:42 rt-clean-sessions

    -rwxr-xr-x 1 root www 11151 Feb 14 17:42 rt-dump-metadata

    -rwxr-xr-x 1 root www  4756 Feb 14 17:42 rt-email-dashboards

    -rwxr-xr-x 1 root www 11947 Feb 14 17:42 rt-email-digest

    -rwxr-xr-x 1 root www 13501 Feb 14 17:42 rt-email-group-admin

    -rwxr-xr-x 1 root www  8018 Feb 14 17:42

rt-externalize-attachments

    -rwxr-xr-x 1 root www 12868 Feb 14 17:42 rt-fulltext-indexer

    -rwxr-xr-x 1 root www  9289 Feb 14 17:42 rt-importer

    -rwxr-xr-x 1 root www  3972 Feb 14 17:42 rt-ldapimport

    -rwxr-xr-x 1 root www  3636 Feb 14 17:42 rt-passwd

    -rwxr-xr-x 1 root www  4249 Feb 14 17:42 rt-preferences-viewer

    -rwxr-xr-x 1 root www 14888 Feb 14 17:42 rt-serializer

    -rwxr-xr-x 1 root www  5397 Feb 14 17:42 rt-server

    -rwxr-xr-x 1 root www  5397 Feb 14 17:42 rt-server.fcgi

    -rwxr-xr-x 1 root www  3296 Feb 14 17:42 rt-session-viewer

    -rwxr-xr-x 1 root www 24488 Feb 14 17:42 rt-setup-database

    -rwxr-xr-x 1 root www 23857 Feb 14 17:42 rt-setup-fulltext-index

    -rwxr-xr-x 1 root www  8514 Feb 14 17:42 rt-shredder

    -rwxr-xr-x 1 root www 17654 Feb 14 17:42 rt-test-dependencies

    -rwxr-xr-x 1 root www 11294 Feb 14 17:42 rt-validate-aliases

    -rwxr-xr-x 1 root www 52657 Feb 14 17:42 rt-validator

    -rwxr-xr-x 1 root www  5397 Feb 14 17:42 standalone_httpd`

  Could the problem stem from the problem that the make upgrade

failed at first because of the missing user ‘www’?

Regards

Tobias

6

Usually the Apache user is ‘www-data’ (For Ubuntu) did you change this manually in your Apache config?

7

No.

The www user comes from the rt I think. The
make upgrade tried to set it as owner of some files. So I created
it manually.

8

which user does Apache run as? You can tell RT which web user to use when you run your configure line.

–with-web-user=USER user the web server runs as (default: www)
–with-web-group=GROUP group the web server runs as (default: www)

9

Thank you! This did the trick.

  Apache is running as www-data, so running configure

–with-web-user=www-data --with.web-group=www-data resolved the
problem.

Cheers

Tobias

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