Users - An internal RT error has occurred. Your administrator can find more details in RT's log files

RT Users
1

Hi,

We are experiencing a rather strange issue.

When clicking on Admin -> Users -> Select and clicking on any username listed the error “An internal RT error has occurred. Your administrator can find more details in RT’s log files.” pops up.

This only happens on the Basics tab in the user menu.

When checking the rt log this is the error i am getting:

[28353] [Thu Dec 5 11:40:38 2019] [debug]: Encode::Guess guessed encoding: as cii (/opt/rt4/sbin/…/lib/RT/I18N.pm:568)
[28353] [Thu Dec 5 11:40:38 2019] [debug]: Encode::Guess guessed encoding: as cii (/opt/rt4/sbin/…/lib/RT/I18N.pm:568)
[27584] [Thu Dec 5 11:40:38 2019] [error]: Error during compilation of /opt/r t4/share/html/Elements/SelectLang:
I18N/LangTags/List.pm did not return a true value at /opt/rt4/share/html/Eleme nts/SelectLang line 68.

Stack:
[/opt/rt4/share/html/Elements/SelectLang:68]
[/usr/share/perl/5.22/I18N/LangTags/List.pm:0]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:817]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:445]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1127]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1060]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1239]
[/opt/rt4/share/html/Admin/Users/Modify.html:95]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Admin/Users/Modify.html:103]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53]
BEGIN failed–compilation aborted at /opt/rt4/share/html/Elements/SelectLang l ine 68.

Stack:
[/opt/rt4/share/html/Elements/SelectLang:68]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:817]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:445]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1127]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1060]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1239]
[/opt/rt4/share/html/Admin/Users/Modify.html:95]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Admin/Users/Modify.html:103]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53]

Stack:
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:450]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1127]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1060]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1239]
[/opt/rt4/share/html/Admin/Users/Modify.html:95]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Admin/Users/Modify.html:103]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/…/lib/RT/Interface/Web/ Handler.pm:208)

I am able to navigate different tabs such as: Memberships, History RT at a glance, dashboards in menu and even User Summary however i cannot browse the Basics tab.

We are using NGINX as a web server with a reverse proxy setup to fastCGI. Any help will be greatly appreciated.

Thanks,
Ryan

2

Heres your error:

Heres that file at the HEAD of 4.4-trunk: rt/share/html/Elements/SelectLang at 4.4-trunk · bestpractical/rt · GitHub

I’m guessing your %lang_to_desc variable isn’t getting populated, but unfortunately I couldn’t tell you why thats happening.

3

Hi Todd_Wade1,

Thanks very much for your reply.

Do you recommend any troubleshooting steps in particular to tackle such issues ?

4

If you go into your Settings->About Me, do you have a language set for your account? If you don’t, and set one, does the error go away?

5

Hi GrenJimll,

Settings->About Me gives the same error.

Thanks,
Ryan

6

This is the log for when perssing Settings->About Me:

[1986] [Fri Dec 6 05:43:31 2019] [error]: Error during compilation of /opt/rt4/share/html/Elements/SelectLang:
I18N/LangTags/List.pm did not return a true value at /opt/rt4/share/html/Elements/SelectLang line 68.

Stack:
[/opt/rt4/share/html/Elements/SelectLang:68]
[/usr/share/perl/5.22/I18N/LangTags/List.pm:0]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:817]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:445]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1127]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1060]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1239]
[/opt/rt4/share/html/Prefs/AboutMe.html:77]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Prefs/AboutMe.html:85]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53]
BEGIN failed–compilation aborted at /opt/rt4/share/html/Elements/SelectLang line 68.

Stack:
[/opt/rt4/share/html/Elements/SelectLang:68]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:817]
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:445]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1127]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1060]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1239]
[/opt/rt4/share/html/Prefs/AboutMe.html:77]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Prefs/AboutMe.html:85]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53]

Stack:
[/usr/local/share/perl/5.22.1/HTML/Mason/Interp.pm:450]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1127]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1060]
[/usr/local/share/perl/5.22.1/HTML/Mason/Request.pm:1239]
[/opt/rt4/share/html/Prefs/AboutMe.html:77]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Prefs/AboutMe.html:85]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/…/lib/RT/Interface/Web/Handler.pm:208)

7

Hi Guys,

Thanks very much for your help.
I managed to find the culprit and solved the issue.

File /usr/share/perl/5.22/I18N/LangTags/List.pm was empty and thus was causing this issue. I had a test instance running which was taken from production and i have restored the file from there.

Once i have performed the above, the mentioned pages were being loaded successfully without any issues.

Thanks again for your help and suggestions.