Errors in "error_Log" file

[pol67]

For the investigation on the issue see Ticket id #TVZ-353366 (Kayako Support).
Result: Currently no error in the error_log file.

[starchild]

When a User attempts to login, Kayako crashes and the error below results.


Fatal error: TPL: [in header line 3]: syntax error: function does not exist (class.compiler.php, line 346) in /var/www/vhosts/default/htdocs/support/includes/SmartyLight/class.template.php on line 421

[sergioag]

Hi

I think i've found the cause of this error, at least in my case. I found the same errors in my log, but checked the access log and found this:

GET /visitor/index.php?_m=livesupport&_a=updatefootprint&time=1214158638629&rand=19&url=https://support.mydomain.com/index.php?_m=tickets&_a=viewlist&isfirsttime=0&sessionid=c6b42dd1cb596dbffe8ff248b50120ae&referrer=&resolution=1024x768&colordepth=32&platform=Win32&appversion=9.50%20(Windows%20NT%205.1;%20U;%20en)&appname=Opera&browsercode=OP&browserversion=9.50%20(Windows%20NT%205.1;%20U;%20en)&browsername=Opera&operatingsys=Windows&pagetitle=QMailHosting.net%20Intl.&country=Peru&countrycode=pe&hasnotes=&campaignid=&campaigntitle= HTTP/1.1

As you can see the url= parameter is not correctly encoded so it overwrites some parameters, such as _m and _a. I can't explain how _a got overwritten and _m not (probably a php bug), but this is how i solved. The problem is in /modules/livesupport/visitor_htmlcode.php, around line 338, which says:

updateurl = "<?php echo $_SWIFT["swiftpath"] ?>visitor/index.php?_m=livesupport&_a=updatefootprint&time="+date1.getTime()+"&rand="+doRand()+"&url="+encodeURIComponent(window.location)+"&isfirsttime="+encodeURI(isfirsttime)+"&sessionid="+encodeURI(sessionid)+"&referrer="+encodeURI(document.referrer)+"&resolution="+encodeURI(screenWidth+"x"+screenHeight)+"&colordepth="+encodeURI(colorDepth)+"&platform="+encodeURI(navigator.platform)+"&appversion="+encodeURI(navigator.appVersion)+"&appname="+encodeURI(navigator.appName)+"&browsercode="+encodeURI(browsercode)+"&browserversion="+encodeURI(browserversion)+"&browsername="+encodeURI(browsername)+"&operatingsys="+encodeURI(operatingsys)+"&pagetitle="+encodeURI(title)+"&country="+encodeURI(country)+"&countrycode="+encodeURI(countrycode)+"&hasnotes="+encodeURI(hasnotes)+"&campaignid="+encodeURI(campaignid)+"&campaigntitle="+encodeURI(campaigntitle);

You must replace encodeURI(window.location) with encodeURIComponent(window.location). The documentation of encodeURI states that it won't encode some characters (see JavaScript encodeURI() Function), but use encodeURIComponent for those ones.

Hope this helps

Sergio

[Jamie Edwards]

Hi Sergio,

Thank you for that; I have passed it onto the developers who will review it.

[eger]

Originally Posted by sergioag

Hi

I think i've found the cause of this error, at least in my case. I found the same errors in my log, but checked the access log and found this:

GET /visitor/index.php?_m=livesupport&_a=updatefootprint&time=1214158638629&rand=19&url=https://support.mydomain.com/index.php?_m=tickets&_a=viewlist&isfirsttime=0&sessionid=c6b42dd1cb596dbffe8ff248b50120ae&referrer=&resolution=1024x768&colordepth=32&platform=Win32&appversion=9.50%20(Windows%20NT%205.1;%20U;%20en)&appname=Opera&browsercode=OP&browserversion=9.50%20(Windows%20NT%205.1;%20U;%20en)&browsername=Opera&operatingsys=Windows&pagetitle=QMailHosting.net%20Intl.&country=Peru&countrycode=pe&hasnotes=&campaignid=&campaigntitle= HTTP/1.1

As you can see the url= parameter is not correctly encoded so it overwrites some parameters, such as _m and _a. I can't explain how _a got overwritten and _m not (probably a php bug), but this is how i solved. The problem is in /modules/livesupport/visitor_htmlcode.php, around line 338, which says:

updateurl = "<?php echo $_SWIFT["swiftpath"] ?>visitor/index.php?_m=livesupport&_a=updatefootprint&time="+date1.getTime()+"&rand="+doRand()+"&url="+encodeURIComponent(window.location)+"&isfirsttime="+encodeURI(isfirsttime)+"&sessionid="+encodeURI(sessionid)+"&referrer="+encodeURI(document.referrer)+"&resolution="+encodeURI(screenWidth+"x"+screenHeight)+"&colordepth="+encodeURI(colorDepth)+"&platform="+encodeURI(navigator.platform)+"&appversion="+encodeURI(navigator.appVersion)+"&appname="+encodeURI(navigator.appName)+"&browsercode="+encodeURI(browsercode)+"&browserversion="+encodeURI(browserversion)+"&browsername="+encodeURI(browsername)+"&operatingsys="+encodeURI(operatingsys)+"&pagetitle="+encodeURI(title)+"&country="+encodeURI(country)+"&countrycode="+encodeURI(countrycode)+"&hasnotes="+encodeURI(hasnotes)+"&campaignid="+encodeURI(campaignid)+"&campaigntitle="+encodeURI(campaigntitle);

You must replace encodeURI(window.location) with encodeURIComponent(window.location). The documentation of encodeURI states that it won't encode some characters (see JavaScript encodeURI() Function), but use encodeURIComponent for those ones.

Hope this helps

Sergio

How did you get an un-encoded copy of this file?

[Jamie Edwards]

Hi eger,

Sergio has an owned license; most of the files come unencoded with this license.

[Ryan Lederman]

Apologies for anyone who ended up experiencing this bug. encodeURI() was introduced to fix a different bug related to escape(), but the current code in the distro uses encodeURIComponent().

So, if that is actually the cause of this particular issue, it has already been resolved in the development branch.

[Ryan Lederman]

Originally Posted by starchild

When a User attempts to login, Kayako crashes and the error below results.


Fatal error: TPL: [in header line 3]: syntax error: function does not exist (class.compiler.php, line 346) in /var/www/vhosts/default/htdocs/support/includes/SmartyLight/class.template.php on line 421

Varun informs me that this is most likely to an improperly edited template. Evidently, such an error can be caused by the introduction of a syntax error in the template's code.

[eger]

Originally Posted by Ryan Lederman

Apologies for anyone who ended up experiencing this bug. encodeURI() was introduced to fix a different bug related to escape(), but the current code in the distro uses encodeURIComponent().

So, if that is actually the cause of this particular issue, it has already been resolved in the development branch.

I will be able to test in next version. I also noticed that since this started happening the LiveResponse Monitor pane now longer shows any visitors. Was the modified code related to this also? Maybe this was the side affect that wasn't noticed...

[Ryan Lederman]

Originally Posted by eger

I will be able to test in next version. I also noticed that since this started happening the LiveResponse Monitor pane now longer shows any visitors. Was the modified code related to this also? Maybe this was the side affect that wasn't noticed...

Yes, visitors not appearing was also a side effect of this same problem, which should be resolved by changing all instances of encodeURI() to encodeURIComponent() and then issuing the two following queries on your database:

DELETE FROM `swsessions`;
DELETE FROM `swvisitorfootprints`;

This will flush out any invalid records that got in there due to this problem

[eger]

Originally Posted by Ryan Lederman

Yes, visitors not appearing was also a side effect of this same problem, which should be resolved by changing all instances of encodeURI() to encodeURIComponent() and then issuing the two following queries on your database:

DELETE FROM `swsessions`;
DELETE FROM `swvisitorfootprints`;

This will flush out any invalid records that got in there due to this problem

Are these all template changes or do you mean changes in un-encoded files?

If these are files, which files are they (if there are others than just visitor_htmlcode.php) and can they be downloaded from CVS to a 3.20.02 as a 'patch'?

I am willing to test these out if I can just load the fixed versions from CVS unless there are more major changes that require a complete upgrade.

[Ryan Lederman]

Originally Posted by eger

Are these all template changes or do you mean changes in un-encoded files?

If these are files, which files are they (if there are others than just visitor_htmlcode.php) and can they be downloaded from CVS to a 3.20.02 as a 'patch'?

I am willing to test these out if I can just load the fixed versions from CVS unless there are more major changes that require a complete upgrade.

The file in question is /modules/livesupport/visitor_htmlcode.php. Unfortunately, you can't just take this file from CVS currently because a different bug fix is now in place that changes the way the file behaves.

The best way to fix it on your own desk would simply be to open up that file and do a find/replace of encodeURI with encodeURIComponent

[eger]

Originally Posted by Ryan Lederman

The best way to fix it on your own desk would simply be to open up that file and do a find/replace of encodeURI with encodeURIComponent

Sure, If i could decode and encode Zend binary on the fly in my head

[truz]

I'm still getting the following error in my error logs..

[Sat Jun 28 13:11:20 2008] [error] [client IP.0.0.0.0] PHP Fatal error: register action is not registered in /home/*user*/public_html/support/includes/functions.php on line 742, referer: http://www.*domain*.com/support/inde...re&_a=register

[Jamie Edwards]

Hi truz,

Is this after applying the fix discussed here: Errors in "error_Log" file