Emails are shown empty due to problems with mailbox signatures

[CoE2013]

Hi all,

since about one week - out of a sudden - tickets can no longer be shown in GUI. Body is in DB, Gui in general works, thus we can navigate, update modules, etc.... but whenever opening a ticket, only title is shown - looks like rendering of ticket simply gets interrupted.

Error occurred about 1 week ago and persists even after updating system and all modules etc. Mailserver is on Microsoft, thus O365 Inbox.

Any ideas? We can not reply to tickets for about 1 week now.

In other mailclients, Mails are ok (and fully shown)

[CoE2013]

Looks like this then, e.g.:

[freescout-help]

Can you share the body of one of such emails or send it to support@freescout.net

[CoE2013]

Sure, is sent out. By teh way: ALL ticktes are affected, thus not only new tickety, but also if I want to open old / existing tickets.

We already checked the webserver, but can't find any information pointing us to the problem. The only thing being logged in the apache logs is sth like

2024-09-09 09:41:43	Error	109.250.38.186	419	POST /polycast/receive HTTP/1.0			884	SSL/TLS-Zugriff für Apache

[freescout-help]

We've checked the body of the received thread. It's being successfully shown in the FreeScout interface.

You may need someone who can investigate the issue on your server. Also make sure to check logs in Manage > Logs > App Logs.

[CoE2013]

Ok, thanks a lot for letting us know. We will debug the app.

Logs are empty => nothing that indicates an error, that's why we got in touch. We will let you know once we found the issue - must be sth on our server if you can open the ticket.

[CoE2013]

Quick Update:

When commenting out

{{-- @include('conversations/editor_bottom_toolbar')--}}

in view.blade.php it seems to work again, so we think the issue can be fopund there, but have not drileld down yet.

[CoE2013]

SOLVED: turned out that it was the signature. We do not know what exactly, but seems like there must have been some error in the signature causing the threads to stop rendering.

We have removed the signature for now and are comparing with backups a couple of days a ago.

[mitchplze]

We are also seeing the same issue. No changes to signatures have been made recently.

Message shows up as normal in the source mailbox, but does not render in Freescout (1.8.151). This seems to be at random.

There is absolutely nothing remarkable about the msg:

[CoE2013]

Foy us, checking view.blade did the trick, thus we :

• dumped variables to checked if contents in general are ok
• commented out parts of the file to see where the error occurs
• doing this, we quickly drilled down the problem to the signature

if the GUI works in general, only tickets are not rendering, then probably some contents of the ticket contain invalid HTML / Code causing it to abort...

[freescout-help]

@CoE2013 @mitchplze Share HTML-code of your mailbox's signature here or send it to support@freescout.net

[freescout-help]

Now FreeScout strips <script>, <form> and <iframe> tags (and their content) from HTML-code of your mailbox signatures. So make sure to revise and adjust the code of your signatures (or clear them and enter from scratch if you can't fix them).

[CoE2013]

Thanks a lot.

Weh ave already cleared the complete html of the signature. Not sure what happens, since we have adjusted the signature a couple of days ago – maybe script tags or sth got accidentally inserted …

Viele Grüße

Ihr Team von Center of Efficiency

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From: FreeScout @.> Sent: Thursday, September 12, 2024 9:03 AM To: freescout-help-desk/freescout @.> Cc: Center of Efficiency @.>; Mention @.> Subject: Re: [freescout-help-desk/freescout] Mails fetched, but GUI can not show body. (Issue #4219)

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