Hello, I am using OTRS 3.2.11 on CentOS 5.9 (32bit). Apache 2.2.3 mysql Ver 14.12 Distrib 5.0.95, for redhat-linux-gnu (i386) using readline 5.1
I have noticed a problem recently ever since upgrading from OTRS 3.0 (we upgraded to 3.1 and then immediately to 3.2) that certain emails from users that contain accent characters will not display in the browser. Instead of the article text i just see Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. I am somewhat at a loss as to know where to start on this issue because i do not know which OTRS components might be involved. I have discovered that if i go and edit the article file stored in /opt/otrs/var/articles/year/month/day/articleid/ to remove the offending character, the article displays just fine, but i do not want to have to keep doing this. The httpd error log shows the following when i access the article: -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 4074. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Layout.pm line 4074. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 758. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 758. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 776. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 776. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 792. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 792. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 792. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 792. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 792. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 792. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 681. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 681. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 685. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 685. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 692. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution iterator at /opt/otrs//Kernel/System/HTMLUtils.pm line 692. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 704. -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf3) in substitution (s///) at /opt/otrs//Kernel/System/HTMLUtils.pm line 953. [error] Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/System/HTMLUtils.pm line 953.\n I have also discovered that doing a reply to the unreadable article, results in the article being correctly loaded into my article response, but the bad character gets replaced with which is what i would expect to happen if there is a bad character. So the question is, what needs to be changed to get these emails to display correctly in the agent ticket view? I would expect the malformed character to display as but for the article to actually be shown. Regards, David Hess
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