SmarterTrack 10.3.5416 problem with attaching file

Problem reported by Martin Chan - 11/1/2014 at 2:53 AM

Resolved

Does anyone have an issue attaching file after upgraded to 10.3.5416?

32 Replies

Reply to Thread

Bruce Barnes Replied

11/1/2014 at 10:49 AM

What browser are you running?

Some of our customer's have reported issues with various non IE browsers, but we're still checking them out.

You should also consider upgrading to 12.5, released last week.

Bruce Barnes ChicagoNetTech Inc brucecnt@comcast.net Phonr: (773) 491-9019 Phone: (224) 444-0169 E-Mail and DNS Security Specialist Network Security Specialist Customer Service Portal: https://portal.chicagonettech.com Website: https://www.ChicagoNetTech.com Security Blog: http://networkbastion.blogspot.com/ Web and E-Mail Hosting, E-Mail Security and Consulting

Martin Chan Replied

11/1/2014 at 10:52 AM

12.5? This is smartertrack.

Bruce Barnes Replied

11/1/2014 at 11:32 AM

Should have been 10.3.5416, which was released on the 30th, so you are on the correct version.

I just verified that adding a file to a new ticket causes an error:

Martin Chan Replied

11/1/2014 at 12:36 PM

Have tried on 2 machines, both have exact same issue.

rene Replied

11/3/2014 at 7:29 AM

Same problem here, someone a solution for this?

Derek Curtis Replied

11/3/2014 at 1:39 PM

Employee Post

Double check the file types you're allowing for uploads. You can find this under:

Settings >> System Settings >> General Settings and clicking the Files tab.

Make sure nothing was reset or changed with any recent upgrades. This isn't a normal occurrence, but it's worth checking out. I hope that helps.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Bruce Barnes Replied

11/3/2014 at 2:03 PM

I'm uploading a .TXT file, which is clearly allowed in the files types:

Files can be uploaded on a NEW ticket, created by a user who opens a ticket via the tickets selection on the main SmarterTrack page:

but, if attempting to add a file to an existing ticket, after taking, when responding, the file upload fails.

Derek Curtis Replied

11/3/2014 at 3:47 PM

Employee Post

Hmm..I just tried it on a brand new ticket and I could attach BOTH a .txt file and an .png.

Just for grins, Bruce, try removing .* for "allowed extensions using the HTML editor" and just leave the other file extensions. I wonder if the wildcard PLUS the other extensions is messing something up. Alternatively, you can simply change .* to just * as the period isn't necessary, but you'd want to remove the other extensions. Removing the wildcard entirely is a bit easier.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Bruce Barnes Replied

11/3/2014 at 4:38 PM

OK, removed the .* and changed it to just *

This removes the * comlpletely, and disallows the file upload:

Adding back *.*

again, the upload fails:

Derek Curtis Replied

11/3/2014 at 4:43 PM

Employee Post

Okay. Well, I'm afraid I'm out of ideas. As I mentioned, I can upload both .txt and .png files when replying to a brand new ticket so something is odd, but it doesn't appear to be a bug in the installation itself. My only suggestion is to open a ticket so we can take a look at your database...

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Martin Chan Replied

11/3/2014 at 7:28 PM

Apparently, there are 3 person in this thread have exact same issue, so it's definitely not an isolated case. A fresh install was done and same issue occurred.

I suspect we are on IIs and Derek is using the default Smartertool web service.

Bruce,

Are you on IIs?

Derek Curtis Replied

11/3/2014 at 8:02 PM

Employee Post

We run on IIS as well with a SQL 2012 back end, just like any production environment.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Bruce Barnes Replied

11/3/2014 at 8:17 PM

IIS with MySQL

Derek Curtis Replied

11/3/2014 at 8:23 PM

Employee Post

Martin, are you using MySQL as well?

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Martin Chan Replied

11/3/2014 at 11:31 PM

Hmm. IIs with SQL express.

rene Replied

11/4/2014 at 1:50 AM

We also run on IIS7 and MSSQL web edition.

Martin Chan Replied

11/4/2014 at 7:04 AM

Swap to smartertrack web server at 9666, same issue also

Martin Chan Replied

11/4/2014 at 7:06 AM

so must be something else we have in common that caused this issue.
Puzzled.

Tim Uzzanti Replied

11/4/2014 at 7:17 AM

Employee Post

Looks like we might need someone to open a ticket so that our team can look at a server and see what might be the underlying issue. We can't reproduce this.

Tim Uzzanti CEO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Ivan P Replied

11/4/2014 at 7:46 AM

Same issue here. Enteprise license. Please escalate the fix.

https://dl.dropboxusercontent.com/u/47065681/2014-11-04_094337.png

Derek Curtis Replied

11/4/2014 at 8:22 AM

Employee Post

Okay, we were finally able to replicate this. One of our Customer Service team members upgraded a local installation and was able to see the same behavior. Not sure why it's not occurring on our production installation, but regardless, we've escalated the issue to the developers.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Mike Kauspedas Replied

11/4/2014 at 9:03 AM

I'm here to report the same issue. I cannot attach in both FF and Chrome.

IE doesn't work either.

Derek Curtis Replied

11/4/2014 at 9:54 AM

Employee Post

We've figured out the issue. A fix will be made available as soon as possible.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

EL-Support Replied

11/6/2014 at 6:48 AM

Same issue here!

Patrick Drudge Replied

11/6/2014 at 8:17 AM

What was the resolution to this? I have the same issue and am running Version 10.3.5416.18824

Steve Reid Replied

11/6/2014 at 8:26 AM

A fixed release will be out soon according to the post directly above yours

Patrick Drudge Replied

11/6/2014 at 8:33 AM

yes, I see that but thread is mark resolved... so that would lead me to believe it is resolved. not going to be resolved soon....

Steve Reid Replied

11/6/2014 at 8:38 AM

The thread is marked resolved for internal purposes. Meaning they have the fix completed in development. We will see it when they release the next minor, which we hope is coming shortly.

Andrea Free Replied

11/6/2014 at 8:56 AM

Employee Post

Hi everyone,

In reference to the reply and comments above me, Steve is right. This thread was marked as Resolved because we were able to resolve the issue internally; it just wasn't released yet.

The fix for this issue will be released in a minor version later today. Keep an eye on our News feed and social media pages to be alerted to when the release is available.

Thanks!

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Andrea Free Replied

11/6/2014 at 9:16 AM

Employee Post

SmarterTrack's minor release, 10.4.5423, is now available. Find the download link and release notes here: http://www.smartertools.com/smartertrack/help-desk-download.aspx

Thank you for your patience as we resolved this issue. Please keep us updated in this thread on the status of the attachment issue as you roll out this latest release.

Thanks!

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Martin Chan Replied

11/6/2014 at 11:11 AM

Thanks Team. Problem solved.

Andrea Free Replied

11/6/2014 at 11:40 AM

Employee Post

Glad to hear that! Thanks for participating and bringing it to our attention.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

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