PHP Error, and Piping Questions

[Logan Harbour]

Hello, I just recently purchased the Kayako SupportSuite and absolutely love it! There is one problem though, I cannot get e-mail piping to work.

Our webhost runs cPanel on our server. I found it very easy to set everything up, except I keep getting the same error no matter what I try to fix. The weird thing is that I get the error after sending an e-mail (as client), but it submits it to the support desk!

I recieve this mail back almost instantly after I (as the client) send a support ticket or reply to a ticket (the top part, the rest is the message):

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

pipe to |/home/******/public_html/helpdesk/cli/index.php
generated by support@******.com

The following text was generated during the delivery attempt:

------ pipe to |/home/******/public_html/helpdesk/cli/index.php
generated by support@******.com ------

Failed loading 1: 1: cannot open shared object file: No such file or directory

------ This is a copy of the message, including all the headers. ------

I receive this error whenever I try to reply to a ticket that was sent by a staff member, or when submitting a new ticket via email.

I made sure the permissions were set correctly, and I did the test to make sure ionCube was installed.

PHP Code:

root@server [/home/******/public_html/helpdesk/cli]# ./index.php -h
Failed loading 1:  1: cannot open shared object file: No such file or directory
====================
SWIFT CLI Debug
====================


(1) Check for Zend/ionCube Loader
(2) Exit

Please Type your Choice: 1
[ERROR]: Zend Optimizer
[OK]: ionCube Loader 


^ Notice you also see the error before the help menu pops up ^

I also edited the cli/index.php file once to make sure it knew where the functions file was and swift.php:

PHP Code:

#!/usr/local/bin/php -q
<?php
//=======================================
//###################################
// Kayako Web Solutions
//
// Source Copyright 2001-2004 Kayako Infotech Ltd.
// Unauthorized reproduction is not allowed
// License Number: $%LICENSE%$
// $Author: vshoor $ ($Date: 2006/08/16 11:45:01 $)
// $RCSfile: index.php,v $ : $Revision: 1.9 $ 
//~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
//                   www.kayako.com
//###################################
//=======================================

define("SWIFT_AREA", 60);

chdir(dirname(__FILE__)."/../");
require_once ("/home/******/public_html/helpdesk/includes/functions_cli.php");
$cli = new CLI;


if (in_array($argv[1], array('--help', '-help', '-h', '-?')))
{
    $cli->writeln($cli->green('===================='));
    $cli->writeln($cli->yellow("SWIFT CLI Debug"));
    $cli->writeln($cli->green('===================='));
    $cli->writeln();

    $result = $cli->prompt("", array("1" => "Check for Zend/ionCube Loader", "2" => "Exit"));
    if ($result == "1")
    {
        if (extension_loaded('Zend Optimizer'))
        {
            $cli->message("Zend Optimizer", CLI_OK);
        } else {
            $cli->message("Zend Optimizer", CLI_ERROR);
        }
        if (extension_loaded('ionCube Loader'))
        {
            $cli->message("ionCube Loader", CLI_OK);
        } else {
            $cli->message("ionCube Loader", CLI_ERROR);
        }
    }

} else if (in_array($argv[1], array('--rebuildindex', '-rebuildindex'))) {
    require_once ("/home/******/public_html/helpdesk/swift.php");

    $cli = new CLI;

    if (!$events->triggerEvent(EVENT_CLI)) {
        // Try to do a callback on tickets module for email piping, if unsuccesfull then display default message
        if (!$events->triggerCallback("tickets", "clirebuildindex"))
        {
            echo sprintf($_SWIFT["language"]["clidefault"], SWIFTPRODUCT, $settings->getKey("core", "version"), date("Y"));
        }
    }

} else {
    require_once ("/home/******/public_html/helpdesk/swift.php");

    if (in_array($argv[1], array('--debug', '-debug', '-d')) || in_array($argv[3], array('--debug', '-debug', '-d')))
    {
        $_SWIFT["clidebug"] = true;
        $_SWIFT["dbgfilename"] = "clidbg_".buildHash();
    }

    if (in_array($argv[1], array('--load', '-load', '-l')) && !empty($argv[2]))
    {
        $_SWIFT["clifileload"] = $argv[2];
    }

    if (!$events->triggerEvent(EVENT_CLI)) {
        // Try to do a callback on tickets module for email piping, if unsuccesfull then display default message
        if (!$events->triggerCallback("parser", "cliparser"))
        {
            echo sprintf($_SWIFT["language"]["clidefault"], SWIFTPRODUCT, $settings->getKey("core", "version"), date("Y"));        
        }
    }
}
?>

That didn't work so I set the file back to it's normal.

I even debugged it and got the same error:

PHP Code:

root@server [/home/******/public_html/helpdesk/cli]# ./index.php --debug
Failed loading 1:  1: cannot open shared object file: No such file or directory 


To sum it all up, a client tries to send an e-mail to start a ticket or reply to a ticket, but recieves a Mail Delivery Error with the error being Failed loading 1: 1: cannot open shared object file: No such file or directory. But, the ticket reply or new ticket is in fact submitted to the support desk!

[Chris Boulton]

Hi,

When you execute the following command via the terminal, do you receive the same error?

/usr/local/bin/php -q

Just to establish if it is a CLI configuration problem with PHP or a direct problem with SupportSuite.

[Logan Harbour]

Originally Posted by Chris Boulton

Hi,

When you execute the following command via the terminal, do you receive the same error?

/usr/local/bin/php -q

Just to establish if it is a CLI configuration problem with PHP or a direct problem with SupportSuite.

It seems that it is a CLI problem

PHP Code:

root@server [/home/******/public_html/helpdesk/cli]# /usr/local/bin/php -q
Failed loading 1:  1: cannot open shared object file: No such file or directory 


Any suggestions?

[Chris Boulton]

Contact your host and get them to check their PHP configuration files (get them to execute "locate php.ini" to find them).

At a guess, there is something funny going on with loading PHP extensions.

Also - try executing "php -q" via the CLI and see if you get the same result. They could have two installations of the CLI version of PHP and one is slightly more broken than the other.

[Logan Harbour]

We own the server. I will look around at the PHP config, is there anything I should be looking for in specific?

[Adam12]

Originally Posted by Logan Harbour

We own the server. I will look around at the PHP config, is there anything I should be looking for in specific?

Hey,

Do

which php

In SSH and see what path that gives you.

Do you run any Control Panels, IE cPanel, etc?

You may just want to recompile PHP.

From,
Adam

[Logan Harbour]

Hello Adam, thanks for the response.

PHP Code:

root@server [/root]# which php
/usr/local/bin/php 


We run cPanel. We lately have had huge apache problems, and ended up recompiling apache down to 1.3. I would recompile PHP but I am afraid I am going to interfere with our apache recompile.

[Chris Boulton]

Don't go recompiling for the sake of it - especially because you're on a server with cPanel which is picky about lots of things.

In your php.ini, make sure there are no extension loading lines which are empty/invalid in one way or another.

What version of PHP is it?

[Logan Harbour]

We had our tech look it up, he seemed to fix CLI and everything works great now

[mwep]

Do you know what your tech did ? We had the same problems as you, tried the same things you did with the same result.

Thanks!!!