Support » Plugin: Awesome Support - WordPress HelpDesk & Support Plugin » Error opening attachments on https-website

  • On a https-website I get an error while opening an attachment. It doesn’t depend on the extension. I tried with jpg and pdf.

    Error-message with JPG: The graphic cannot be shown because it contains error
    Error-message with pdf: the stream must have data

    Tests in a localhost-environment are fine.

Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Did you move the entire site to a new URL from your localhost?

    Thanks.

    Yes, ich developed the site on localhost then took a backup with Akeeba and restored to the webserver of my hoster and used a http-URL. A few days ago I changed the URL to a SSL-secured URL with a certificate from may hoster.

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi – what happens if you open a new ticket with an attachment. Can you view the attachments for new tickets? (Basically testing to see if there is a URL issue with old tickets vs new tickets)

    Hi,
    no, I can open new tickets but not the attachment. The URL is for example <url>/?wpas-attachment=<number> as I want to open the attachment. An new tab is created then but I only can see a cross (for a missing JPG-file) or the error message pdf-error (in case of a pdf-file).
    I deleted the tickets before I restored the site on the web-server so I have only new tickets (after the change to SSL).

    Plugin Author awesomesupport

    (@awesomesupport)

    What happens if you switch the theme to 2017 (or 2016)? We had a customer today that had the same issue and it turned out to be some custom code in their theme.

    Hi,

    I installed the Theme Twenty sixteen and activated it. Then I checked the attachments of the existing tickets and also created a new one. But there is no difference to the theme I used before.

    Plugin Author awesomesupport

    (@awesomesupport)

    Ok, we’re going to have to dig deeper. Lets see if there are plugins that might be getting in the way.

    Keep the 2016 theme activated but disable all the other plugins including the SSL if you have one. Does the issue go away then?

    Thanks.

    No, I’m sorry but the issue doesn’t go away. I tried three things:
    1st I deactivated all the plugins except the support plugin while I used the 2016 theme. No changes.
    2nd I made a complete backup and restored on localhost and there the attachments work fine even with my theme and all the plugins.
    3rd I deactivated SSL at the provider so the site was reachable via http. But the attachments doesn’t work. So with this last test it seems that it has nothing to do with SSL.
    Any suggestions? Thanks a lot for your appreciated help.

    Plugin Author awesomesupport

    (@awesomesupport)

    hmmm…I wonder if it has something to do with the server configuration. Do you have access to a different server, maybe a trial account with another hosting provider?

    Thanks.

Viewing 9 replies - 1 through 9 (of 9 total)
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