[resolved] Error with tickets after update to 5.3.3

[mordreneth]

Anyone else had this error?

 

After update to 5.3.3, any tickets sent (either via admin or user CP), system throws php exception:

 

PHP Fatal error: Exceptions must be valid objects derived from the Exception base class in /var/www/cp/includes/classes/WHMCS/File/Upload.php on line 0

 

 

 

This is thrown on new tickets or replies....

 

 

Any ideas?

[neo2shyalien]

For me works fine. try to reupload all files again

[palmzenith]

I faced the same issue as mordreneth. Re-upload did not help.

[Neklawy]

same with me

[Drewg]

Same here.

[jetdino]

same here.

[BreakingBad]

error http 500 for me too when i create a ticket

[palmzenith]

For anyone who face an issue about support ticket on WHMCS 5.3.3 (PHP Fatal error: Exceptions issue.)

You may open a ticket with WHMCS technical support and ask for bugfix patch for Case #4028.

Edited February 7, 2014 by palmzenith

[mordreneth]

For anyone who face an issue about support ticket on WHMCS 5.3.3 (PHP Fatal error: Exceptions issue.)

You may open a ticket with WHMCS technical support and ask for bugfix patch for Case #4028.

 

confirmed working.....

[Neklawy]

The problem is nobody in support. I didn't receive any new responses since yesterday, Ticket #RBM-170844

 

Best

[WHMCS Jesse]

The problem is nobody in support. I didn't receive any new responses since yesterday, Ticket #RBM-170844

 

Best

 

Neklawy:

 

I've responded to your ticket and applied the workaround - sorry for the delays!

[WHMCS Nate]

Hello,

 

We have seen multiple reports of this issue. The error message states that the exception we expect to be thrown deep down in the code (and then caught higher up in the caller) is causing a fatal error due to php's exception handling expectations. In these cases it appears that ioncube is not correctly decoding / processing the base exception class file.

 

Right now we know that there is some configuration that is preventing a small minority of our customers from being able to properly decode this file and/or use the class inheritance hierarchy correctly. Right now we are not aware of a firm reason for this. We had some initial reports that upgrading ionCube resolved this, that has not worked for everyone. I have built multiple reproduction environments but have been unable to reproduce the error in our testing labs.

 

While releasing the WHMCS_Exception class unencoded has resolved the immediate problem, I am troubled that there might be an environment where future upgrades will also have problems with the class tree or with decoding the ioncube setup. At a minimum I would like to document the specific enviroments where there is trouble. Hopefully we will be able provide improved robustness in our testing labs and processes and potentially even mitigation steps in our software.

 

Towards that end if you had this problem and are willing to send me via PM the phpinfo() of your setup that would help us look for a pattern. Additionally if you are willing to provide direct access to your desk for further testing, I would like to use that avenue to track that down. If you're willing to do so, please open a support ticket and ask that it be assigned to Nate C with details for further investigation.

 

Nate C

Edited February 11, 2014 by WHMCS Nate
updated information

[mordreneth]

Nate,

 

I had upgraded php, but not ioncode..... i'll update that and see if it resolves with original file.

[Igor.n]

Hello,

 

with the ionCube PHP Loader v4.5.2, Copyright © 2002-2014, by ionCube Ltd

 

Confirmed running using lighttpd and fcgi after 5.3.3 upgrade

 

Is there any download link for fixed version of supporttickets.php ?

 

Thanks.

[palmzenith]

Hello,

 

with the ionCube PHP Loader v4.5.2, Copyright © 2002-2014, by ionCube Ltd

 

Confirmed running using lighttpd and fcgi after 5.3.3 upgrade

 

Is there any download link for fixed version of supporttickets.php ?

 

Thanks.

You may open a ticket with WHMCS technical support and ask for the unencoded file as nate said above.

[floppyarms]

Can anyone just share the patch on here, understandably support have a backlog but their queue is surely only getting bigger with people requesting the patch?

[WHMCS John]

Hi,

I would recommend against downloading files form an untrusted source. In the meantime you can check you are running a recent version of the Ioncube loaders.

[BreakingBad]

I didn't have the same error message (i have an http 500 error) but the file give by the support solved the problem for me too.

[hbktechnologies]

I have the most recent version of Ioncube loader installed on my system and still get this broken admin ticket system. At lest for me, having an updated version of the loader doesn't solve my problem.

[hbktechnologies]

I did as instructed, and some genius from the support desk attached a prewrote response with references to the documentation. Is the support always this bad with WHMCS?

[BeNe]

Have the same error. I want to change my e-Mail templates (admin/configemailtemplates.php?savemessage=true&id=27)

Fatal error: Exceptions must be valid objects derived from the Exception base class in /htdocs/includes/classes/WHMCS/File/Upload.php on line 0

 

PHP 5.4.4-14+deb7u7 (cli) (built: Dec 12 2013 08:42:07)

Copyright © 1997-2012 The PHP Group

Zend Engine v2.4.0, Copyright © 1998-2012 Zend Technologies

with the ionCube PHP Loader v4.5.2, Copyright © 2002-2014, by ionCube Ltd., and

with XCache v2.0.0, Copyright © 2005-2012, by mOo

[WHMCS Jesse]

I did as instructed, and some genius from the support desk attached a prewrote response with references to the documentation. Is the support always this bad with WHMCS?

 

I apologize for the inconvenience, it appears Sean responded to your ticket and sent you the appropriate file to resolve the issue. Please report your environment information in the ticket if possible so we can continue to track the origin of this issue.

 

Thanks!

 

Have the same error. I want to change my e-Mail templates (admin/configemailtemplates.php?savemessage=true&id=27)

Fatal error: Exceptions must be valid objects derived from the Exception base class in /htdocs/includes/classes/WHMCS/File/Upload.php on line 0

 

PHP 5.4.4-14+deb7u7 (cli) (built: Dec 12 2013 08:42:07)

Copyright © 1997-2012 The PHP Group

Zend Engine v2.4.0, Copyright © 1998-2012 Zend Technologies

with the ionCube PHP Loader v4.5.2, Copyright © 2002-2014, by ionCube Ltd., and

with XCache v2.0.0, Copyright © 2005-2012, by mOo

 

Can you please submit a ticket here with the error you're getting so a technical analyst can provide you with a fix/workaround?

 

Thanks!

[WHMCS Nate]

Hbktechnologies,

 

I am sorry to hear that you had a negative experience with our support department. I was able to track down your ticket and confirm that you have gotten the patch and its working for you. I have highlighted that ticket with our support manager to make sure we do better in the future.

 

My apologies,

 

Nate C

[WHMCS Nate]

Hello,

 

Right now we know that there is some configuration that is preventing a small minority of our customers from being able to properly decode this file and/or use the class inheritance hierarchy correctly. At this point we are not aware of a firm cause for this. We had some initial reports that upgrading ionCube resolved this, that has not worked for everyone. I have built multiple reproduction environments but have been unable to reproduce the error in our testing labs.

 

While releasing the WHMCS_Exception class unencoded has resolved the immediate problem, I am troubled that there might be an environment where future upgrades will also have problems with the class tree or with decoding the ioncube setup. At a minimum I would like to document the specific enviroments where there is trouble. Hopefully we will be able provide improved robustness in our testing labs and processes and potentially even mitigation steps in our software.

 

Towards that end if you had this problem and are willing to send me via PM the phpinfo() of your setup that would help us look for a pattern. Additionally if you are willing to provide direct access to your desk for further testing, I would like to use that avenue to track that down. If you're willing to do so, please open a support ticket and ask that it be assigned to Nate C with details for further investigation.

 

Thanks for your help tracking down this issue,

 

Nate C

[mrdevy]

I'm having the same issue and i submitted a ticket early this morning and still haven't had any reply to resolve it.