404 errors on Knowledgebase

[timtrott]

Script URL: https://support.cyberchute.com
Version of script: 3.1.1
Hosting company: Cyberchute.com
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

I searched for "404 errors" for Knowledgebase in this forum.

HESK version 3.1.1 - HESK is up to date
PHP version 7.1.33 (MySQLi)
MySQL version 10.1.45-MariaDB

View knowlegebase -- blank page (https://support.cyberchute.com)
https://support.cyberchute.com/knowledg ... article=11 = blank page

In the server error log I'm seeing a number of issues related to a Russian IP - 178.208.**********

[Klemen]

Did this work and stopped working, or did it never work at all in 3.1.1?
Did you modify any of the Hesk files?
Any template files?
If you turn Debug mode ON in Hesk admin > Settings > Help desk page then try to view Knowledgebase, do you get any error messages?
Can you view and edit Knowledgebase from the admin panel?

[timtrott]

I don't know if it stopped working after we moved it from cyberchute.com/support to support.cyberchute.com or after the 1.1.1.upgrade.

Yes, preview works from admin but not from the customer side.

No, I have not customized any files. The only thing I did was to add my logo graphic at the top.

If you turn Debug mode ON in Hesk admin > Settings > Help desk page then try to view Knowledgebase, do you get any error messages?
>> Still just a blank page.

https://support.cyberchute.com/knowledg ... ?article=2

[Klemen]

When looking at HTTP headers your server actually returns a "HTTP/1.1 500 Internal Server Error", the 404 is only a secondary one (no file found to handle the 500 error).

You'll have to look into server error logs to see details about the error.

[timtrott]

mod_fcgid: stderr: PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 134217736 bytes) in /var/www/vhosts/support.cyberchute.com/httpdocs/inc/knowledgebase_functions.inc.php on line 51, referer: https://support.cyberchute.com/

[Klemen]

You either have thousands (millions?) of KB categories or something is wrong with your default KB category... I don't see this happening unless someone was manually modifying and/or deleting KB categories from the database.

Can you send me an export of your hesk_kb_categories table (place it in a Zip and send the download link via private message)?

[timtrott]

Perhaps a "visitor" from Russia has something to do with it?

[client 195.54.167.57] ModSecurity:

When I paste in the actual error message this forum comes back with "page not found" each time (?)

Here's a current error log message:

mod_fcgid: stderr: PHP Fatal error: Allowed memory size of 268435456 bytes exhausted (tried to allocate 268435464 bytes) in /var/www/vhosts/support.cyberchute.com/httpdocs/inc/knowledgebase_functions.inc.php on line 51, referer: https://support.cyberchute.com/

[timtrott]

Can you send me an export of your hesk_kb_categories table (place it in a Zip and send the download link via private message)?

Instructions for capturing that file?

I only have 12 KB messages.

[Klemen]

Perhaps a "visitor" from Russia has something to do with it?

[client 195.54.167.57] ModSecurity:

I'm not sure how a ModSecurity blocked user could be changing your database? I don't have access to your server logs (don't want them either, frankly) but my best guess would be it's a bot trying to find exploits on the server. I get thousands of these per day from all over the world.

When I paste in the actual error message this forum comes back with "page not found" each time (?)

Probably because this server also runs ModSecurity and what you are trying to post matches a ModSecurity rule and blocks the request

Can you send me an export of your hesk_kb_categories table (place it in a Zip and send the download link via private message)?

Instructions for capturing that file?

Connect to MySQL (via command line or phpMyAdmin), locate your hesk database, and export your hesk_kb_categories table. Since you're a hosting company I'm sure someone knows how to export a MySQL table?

[timtrott]

Please see the email I just sent with the error log info that I can't post here.