Znuny and ((OTRS)) Community Edition

Hi, first post here, i'm investigating using OTRS as our help desk solution where i work.


Installed OTRS today:

On Windows server 2008 R2
Installed .Net freamework 4.5,
installed ActivePerl: ActivePerl-5.16.3.1604-MSWin32-x86-298023
Installer: otrs-3.3.7-win-installer-3.0.5,
this installer installed the bundled mysql software
Install succeeded, the website opens to
http://localhost/otrs/installer.pl
and I get the Error Summary HTTP Error 500.0 - Internal Server Error
Any page returns the same error

log file: otrs.log
has 1 line:
[Tue May 13 13:27:00 2014][Error][Kernel::System::DB::new][223] Access denied for user 'otrs'@'localhost' (using password: YES)

What did i miss during the installation?
How do i start troubleshooting this error please?

many thanks!

being wrote:Access denied for user 'otrs'@'localhost' (using password: YES)

Summary: for whatever reason, the database credentials stored in OTRS/Kernel/Config.pm are not allowed to access the MySQL database.

"How to fix?"
If you were involved in the password generation of the otrs MySQL user, you might be okay to edit Config.pm and update the fields appropriately.

If you want, you might run installer.pl again with a new OTRS database.

I picked installing the bundled mysql while installing OTRS . there were no password or user setup prompts/steps during the installation of OTRS at all.

How could I access the mysql databases/server on a windows machine?

hmm

I realize you're new to MySQL, but you should familiarize yourself with the workings of the MySQL database, the mysql command line, MySQL Workbench, recovery of the root password, mysqldump for backups, etc. All of this is outside the scope of OTRS/this forum. You'll need this knowledge long term anyway if you stay with OTRS or use other MySQL based database products.

Do I know the answers? Yes. But there are good and more authoritative references than me on the subject, and I'll basically be doing exactly the same thing: Searching for the answer and copying the information in a reply to you. (Don't get mad at me for this. You are looking at the person behind the curtain. I just happen to be better at websearches than most of the people who ask questions here.)

i've used mysql on linux but not windows. no prob.
i uninstalled OTRS, will install mysql first then install OTRS and connect to the existing mysql server during installation

Ok,
Installed MySQL and it looked good.
Installed OTRS, selected "use an already installed db (mysql, MS sql etc)..
installation of all needed services to run OTRS finished successfully.
web page opens to http://localhost/otrs/installer.pl
same 500 error.

log file shows:
[Wed May 14 13:20:24 2014][Error][Kernel::System::DB::new][223] Access denied for user 'otrs'@'localhost' (using password: YES)

The question now is:
Where do i configure OTRS to connect to a DB? I actually have both mysql and MS SQL db servers that i could use.

No other errors get logged.
i tried http://localhost/otrs/index.pl and same 500 error but nothing new in the log file.

Detail from the error page:
Server Error in Application "DEFAULT WEB SITE/OTRS"Internet Information Services 7.5

Error Summary
HTTP Error 500.0 - Internal Server Error
There is a problem with the resource you are looking for, so it cannot be displayed. Detailed Error InformationModule IsapiModule
Notification ExecuteRequestHandler
Handler PerlEx
Error Code 0x8007007e
Requested URL http://localhost:80/otrs/index.pl
Physical Path C:\otrs\OTRS\bin\cgi-bin\index.pl
Logon Method Anonymous
Logon User Anonymous
Most likely causes:
The path to the ISAPI Filter is incorrect.
IIS received the request; however, an internal error occurred during the processing of the request. The root cause of this error depends on which module handles the request and what was happening in the worker process when this error occurred.
IIS was not able to access the web.config file for the Web site or application. This can occur if the NTFS permissions are set incorrectly.
IIS was not able to process configuration for the Web site or application.
The authenticated user does not have permission to use this DLL.
Things you can try:
Ensure that the path to the ISAPI DLL is correct.
Ensure that the NTFS permissions for the web.config file are correct and allow access to the Web server's machine account.
Check the event logs to see if any additional information was logged.
Verify the permissions for the DLL.
Create a tracing rule to track failed requests for this HTTP status code. For more information about creating a tracing rule for failed requests, click here.

the path to the installer and index.pl files is correct: C:\otrs\OTRS\bin\cgi-bin\ the web browser is finding the file but still i see an 500 error.

Thanks.
Ok, mysql had no otrs database
i created an otrs database, i created the user and password
i edited the user info in the Config.pm file.
I restarted mysql (didnt know what else might need restarting)
went to website to setup otrs and got same 500 error,
the database is empty, naturally since i just created it ... i need otrs to populate the database with whatever is needed... how do i get otrs to setup/populate the database or create a new one?
also plz note i manually started the otrs scheduler service...

here is the message now in the log file: (may 15)



[Wed May 14 13:20:24 2014][Error][Kernel::System::DB::new][223] Access denied for user 'otrs'@'localhost' (using password: YES)
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDGet][181] Table 'otrs.process_id' doesn't exist, SQL: '
SELECT process_name, process_id, process_host, process_create, process_change
FROM process_id
WHERE process_name = ? LIMIT 1'
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDDelete][246] Table 'otrs.process_id' doesn't exist, SQL: '
DELETE FROM process_id
WHERE process_name = ?
AND process_host = ?'
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDCreate][150] Table 'otrs.process_id' doesn't exist, SQL: '
INSERT INTO process_id
(process_name, process_id, process_host, process_create, process_change)
VALUES (?, ?, ?, ?, ?)'
[Thu May 15 08:54:12 2014][Error][Kernel::System::PID::PIDGet][181] Table 'otrs.process_id' doesn't exist, SQL: '
SELECT process_name, process_id, process_host, process_create, process_change
FROM process_id
WHERE process_name = ? LIMIT 1'
[Thu May 15 08:54:13 2014][Notice][main::_ServiceStart] Scheduler Service is starting...!
[Thu May 15 08:54:14 2014][Notice][main::_ServiceStart] Scheduler Service start! PID
[Thu May 15 08:54:14 2014][Error][Kernel::System::PID::PIDGet][181] Table 'otrs.process_id' doesn't exist, SQL: '
SELECT process_name, process_id, process_host, process_create, process_change
FROM process_id
WHERE process_name = ? LIMIT 1'
[Thu May 15 08:54:14 2014][Error][main::_AutoStop][749] Process could not be found in the process table!
Scheduler is stopping...!

I'm sorry I've been unsuccessful in helping. I've been unable to visualize the issue as you've presented.

Somehow, it feels like the config thinks you've already got the system secured and can't run Installer (though you'd get that error). I don't know without looking at your environment. I realize you're just new installing, but standard installer.pl won't/shouldn't try to log into OTRS unless it's already configured or you've put credentials into the system through the web interface.

Requested URL http://localhost:80/otrs/index.pl
Physical Path C:\otrs\OTRS\bin\cgi-bin\index.pl

no, installer.pl

i shall read the documents again in case there was something i missed

after the installation, a web page is opened and it takes me to web page opens to http://localhost/otrs/installer.pl not index. i typed index to see if that would work.

i will uninstall and reinstall again and send the log error again from the installer.pl page / i wont go to index

thanks

uninstalled
rebooted server
installed again, selected to use an existing sql server, it finished and said the web installer will start
web browser opens to http://localhost/otrs/installer.pl with same 500 error heres the text from the page from error log otrs.log
[Thu May 15 15:30:48 2014][Error][Kernel::System::DB::new][223] Access denied for user 'otrs'@'localhost' (using password: YES)

is there an error with the pl file that isnt compiling correctly?

I Got the same issue :/

Can you run otrs.CheckModules.pl and paste the result?

I'm going with bug. http://bugs.otrs.org

marcosaurelio wrote:I Got the same issue :/

Can you run otrs.CheckModules.pl and paste the result?

Here's the result click ok and script continues

see attached:

Restarted the server, ran the pl, same error

Is this an error related to the OTRS-installer or something independent of the installer that has to do with the windows server I need to setup/configure?

I will install this on another windows machine and report back what happens.

I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing,
in the Perl-Package "5.16.3.1604" from their webpage.
Try an older one... or get the file from somewhere.

Its not an OTRS-Bug AFAIK.

Cheers
swype

I had this same issue just recently. The problem is that ActiveState Perl requires a business license to run the Perl ISAPI module. So you have to either pony up for that DLL file, or run it with the built in Apache CGI setup (which is slow) then figure out how to get mod_perl running in Apache to speed things back up.

olyjohn wrote:I had this same issue just recently. The problem is that ActiveState Perl requires a business license to run the Perl ISAPI module. So you have to either pony up for that DLL file, or run it with the built in Apache CGI setup (which is slow) then figure out how to get mod_perl running in Apache to speed things back up.

This isnt good news. Would installing an older Perl be a work-around for this problem?

I spun up a new server, clean installation, and am now installing .NET and perl and OTRS and will report back.

same issue on a brand new windows server

ActivePerl 5.16.3 (x86), .NET 4.5, OTRS 3.3.7

err 500
[Thu May 22 14:40:12 2014][Error][Kernel::System::DB::new][223] Access denied for user 'otrs'@'localhost' (using password: YES)




I "cannot" find an older version of ActivePerl to install, on their website they want you to join ... pay.
"Access to older versions (Perl 5.6, 5.8, 5.10, 5.12, 5.14) is available in Business Edition and Enterprise Edition."


So, OTRS is no longer exactly free to install, since ActivePerl is not free.

correct me if I'm wrong.

being wrote:So, OTRS is no longer exactly free to install, since ActivePerl is not free.

Neither is Windows, or SQL Server or Oracle...

Download the appliance and run under a VM.

I don't understand, what do you mean by download the applicance? you mean to pay for ActivePerl or are you referring to something else?


I want to evaluate OTRS, I dont need ActivePerl for anything else, I'd have to ask my manager to approve the purchase from perl so that i can try out otrs and find out if otrs fits our needs.

https://www.otrs.com/try/
https://www.otrs.com/download-thank-you ... -1.0.7.iso

being wrote: So, OTRS is no longer exactly free to install, since ActivePerl is not free.

correct me if I'm wrong.

Nobody forces you to use Active State Perl. Use a different Perl implementation, the OTRS appliance or much better the managed trail or a linux system

crythias wrote:https://www.otrs.com/try/
https://www.otrs.com/download-thank-you ... -1.0.7.iso

Perfect, I'll install this one. thank you!

Installed the applicance on a virtual windows server, got an error, figure that was because it was a virtual server
I instaleld it next on my desktop machine (physical computer, windows 7), i got the "same error"
see below:

it has to be a 64 bit machine

It is, my PC is 64 bit

Installed the same on a server Window 2008 R2

installed VirtualBox 4.3.12 for Windows hosts x86/amd64
connected to the iso and turned VM on, same error as the couple errors i got earlier.

screen shot:

this is the iso i use https://www.otrs.com/download-thank-you ... -1.0.7.iso
found at https://www.otrs.com/try/



I noticed the following on all 3 machines i installed this on (all are 64bit windows machines)
I see no 64 bit options in this drop list Uninstalled VirtualBox and installed an older one (VirtualBox 4.3.10) , still drop list shows 32bit options for linux not 64

If you can't virtualize 64 bit, it could possibly be a BIOS issue on your machine.
https://forums.virtualbox.org/viewtopic.php?f=2&t=23924

Ok, i found a solution for the 64 bit issue. My VirtualBox was installing itself on my 64bit PC as a 32bit software, my computer is not AMD64... the software on the website says "x86/amd64 " , my servers are not AMD... so we had only a 32bit option in VirtualBox but a 64bit ISO.

I have a server with HyperV on it, HyperV 64 bit so, the ISO works... now i am moving forward with the setup process.

AMD64 refers to the all x86-64 systems. The 64 bit x86 CPU extensions were created by AMD and then adopted by Intel. Every 64 bit x86 system is AMD64, even if it's Intel based.

swype wrote:I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing,
in the Perl-Package "5.16.3.1604" from their webpage.
Try an older one... or get the file from somewhere.

Its not an OTRS-Bug AFAIK.

Cheers
swype

I have resolved my problem installing an old version of ActivePerl. That works well with Otrs 3.3.8 for Windows.

LINK deleted by moderator

I deleted the link as you breached the copyright and licence of Active State.

jojo wrote:I deleted the link as you breached the copyright and licence of Active State.

Oh sorry, I didn't know, I had downloaded FREE... like the current versions

cryptoroot wrote:

swype wrote:I realized during my last OTRS-Installation on Windows2008, that the PerlEX30.dll File is missing,
in the Perl-Package "5.16.3.1604" from their webpage.
Try an older one... or get the file from somewhere.

Its not an OTRS-Bug AFAIK.

Cheers
swype

I have resolved my problem installing an old version of ActivePerl. That works well with Otrs 3.3.8 for Windows.

LINK deleted by moderator

what version did you used?

thanks in advance!

I know it is late but the original problem you had should be rectified by the below if the database had already been created:

Open command prompt (run as admin), change directory to your mysql install (\OTRS\mysql\bin if bundled mysql)

From there type This will log you in as root. If you have already set up a password for root then add -p after the root which will prompt for the password once you have entered.