Rt stuck while converting us-ascii to utf-8 for text/plain

RT Users
1

Hi! Running RT 3.4.5 (yes, I know it’s outdated, there are reasons for not upgrading) on Rhel4u4. I’ve been having some wonky problems lately, despite not making any changes. Today’s weirdness is a ticket from a customer submitted via email showing up in the rt log but never making it to a queue. I’m seeing the following message containing the email subject in /var/log/rt/rt.log.

[Fri Apr 3 20:51:55 2009] [debug]: Converting ‘us-ascii’ to ‘utf-8’ for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr 3 21:34:01 2009] [debug]: Converting ‘us-ascii’ to ‘utf-8’ for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr 3 22:34:01 2009] [debug]: Converting ‘us-ascii’ to ‘utf-8’ for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

What could prevent it from not doing this conversion? I assume that’s what’s causing it to get stuck. Is there anything else useful I can look at to diagnose this or kick it into gear? Thanks!

Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607

2

Hi! Running RT 3.4.5 (yes, I know it’s outdated, there are reasons for not
upgrading) on Rhel4u4. I’ve been having some wonky problems lately,
despite not making any changes. Today’s weirdness is a ticket from a
customer submitted via email showing up in the rt log but never making it
to a queue. I’m seeing the following message containing the email subject
in /var/log/rt/rt.log.

I’d be tthat it’s actually a large message timing out before RT writes
it, causing the MTA to redeliver. In terms of logging, I’d probably
turn down logs to not show [debug] level messages and consider upping
your rt-mailgate’s --timeout argument (ory our webserver’s FastCGI
timeout)

Also, consider running mysqltuner.pl and seeing if it tells you anything
useful.

3

Jesse:
Thank you! I added a larger --timeout than the default (400), and I don’t see it in the debug logs anymore, though the ticket still hasn’t come through. We don’t run FastCgi, and I need to investigate the things that mysqltuner told me. Especially the following: “Your applications are not closing MySQL connections properly”

However, the question still remains: where did the ticket email go if it’s no longer in the queue and not timing out anymore? It never came through to a queue.From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Monday, April 06, 2009 7:51 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Rt stuck while converting us-ascii to utf-8 for text/plain

Hi! Running RT 3.4.5 (yes, I know it’s outdated, there are reasons for not
upgrading) on Rhel4u4. I’ve been having some wonky problems lately,
despite not making any changes. Today’s weirdness is a ticket from a
customer submitted via email showing up in the rt log but never making it
to a queue. I’m seeing the following message containing the email subject
in /var/log/rt/rt.log.

I’d be tthat it’s actually a large message timing out before RT writes
it, causing the MTA to redeliver. In terms of logging, I’d probably
turn down logs to not show [debug] level messages and consider upping
your rt-mailgate’s --timeout argument (ory our webserver’s FastCGI
timeout)

Also, consider running mysqltuner.pl and seeing if it tells you anything
useful.

[Fri Apr 3 20:51:55 2009] [debug]: Converting ‘us-ascii’ to ‘utf-8’ for
text/plain - attn: Kim tivomgt01 sending countless events to our
monitoring system, please investigate and advise/ thanks

(/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr 3 21:34:01 2009] [debug]: Converting ‘us-ascii’ to ‘utf-8’ for
text/plain - attn: Kim tivomgt01 sending countless events to our
monitoring system, please investigate and advise/ thanks

(/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr 3 22:34:01 2009] [debug]: Converting ‘us-ascii’ to ‘utf-8’ for
text/plain - attn: Kim tivomgt01 sending countless events to our
monitoring system, please investigate and advise/ thanks

(/usr/lib/rt/RT/I18N.pm:226)

What could prevent it from not doing this conversion? I assume that’s
what’s causing it to get stuck. Is there anything else useful I can look
at to diagnose this or kick it into gear? Thanks!

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

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4

Jesse:
Thank you! I added a larger --timeout than the default (400), and I don’t see it in the debug logs anymore, though the ticket still hasn’t come through. We don’t run FastCgi, and I need to investigate the things that mysqltuner told me. Especially the following: “Your applications are not closing MySQL connections properly”

However, the question still remains: where did the ticket email go if it’s no longer in the queue and not timing out anymore? It never came through to a queue.

If it did it for long enough, it would have bounced back to the sender.