Blank screen when replying to a ticket

[bctit]

I have a brand new installation of Hesk which is configued as https. When posting a reply to a ticket we receive a blank (white) screen. This only occurs when rich text is selected for staff ticketing in the setup.

Here is the access log from apache:

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support.bluechiptechnology.co.uk:443 10.0.0.194 - - [22/Jan/2024:11:41:57 +0000] "-" 408 563 "-" "-"
support.bluechiptechnology.co.uk:443 10.0.0.13 - - [22/Jan/2024:11:42:01 +0000] "GET /inc/mail/hesk_imap.php?key=1swyqcRn5EWVg.YHVQr5QYh HTTP/1.1" 200 5424 "-" "Wget/1.21.2"
support.bluechiptechnology.co.uk:443 10.0.0.194 - - [22/Jan/2024:11:42:20 +0000] "POST /admin/admin_reply_ticket.php HTTP/1.1" 200 1005 "https://support.bluechiptechnology.co.uk/admin/admin_ticket.php?track=R5D-RW7-4DZZ&Refresh=35278" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/122.0.0.0 Safari/537.36 Edg/122.0.0.0"

Can anyone explain what is going awry and how to correct it please?

Thanks in advance.
Tony

[Klemen]

Try turning "Debug mode" on in Settings > Help desk > under "Features."

Do you get any error messages?

Also, check if there is any "error_log" file in your Hesk folder, or somewhere else on the server.

[bctit]

This is the screen output after enabling debug mode. Thanks.

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Fatal error: Uncaught Error: Class "DOMDocument" not found in /var/www/html/intranet/helpdesk/inc/html2text/src/Html2Text.php:42 Stack trace: #0 /var/www/html/intranet/helpdesk/inc/html2text/html2text.php(27): Html2Text\Html2Text::convert() #1 /var/www/html/intranet/helpdesk/admin/admin_reply_ticket.php(105): convert_html_to_text() #2 {main} thrown in /var/www/html/intranet/helpdesk/inc/html2text/src/Html2Text.php on line 42

[bctit]

Code: Select all

sudo apt-get install php-dom

seems to have done the trick.

I don't really know what php-dom is but maybe it could be checked for at installation time to avoid this problem?

[Klemen]

This means the DOM extension is not installed on your server, and needs to be enabled:
https://stackoverflow.com/questions/143 ... -not-found

Edit: I see you figured it out already. It's enabled on most PHP servers by default, so it wasn't really an issue. It's an extension that allows manipulation of XML/HTML and is used by the HTMLPurifier library that Hesk uses to sanitize input of rich text editors.

[shddcit]

Does the absence of the DOM affect the fact that the advanced editor works correctly in the knowledge base, but causes a "server error 500" when answering tickets?

[Klemen]

I don't know the details of the HTMLPurifier library operation, so not sure if the DOM extension is needed only in some cases.