All gone after update

  • Used Zammad version: latest
  • Operating system: Linux VM

Hello Guys, i did an apt-get update and apt-get upgrade today on my zammad server, i have a vm only for zammad. Now i cant Login into my System, basicly its combinded with Windows AD and a Group Policy for the Permissions. I didnt change anything in the settings or in the config just did the update and now, the Website is live but when i try to Login just

Anmeldung fehlgeschlagen. Haben Sie Ihre Anmeldedaten überprüft und den E-Mail-Verifizierungsschritt abgeschlossen?

Also my IMAP was going down today, thats the reason for doing the update.

i also watched the Production.logs:

I, [2021-10-05T10:16:52.249971 #814-5220] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2021-10-05T10:16:52.250319 #814-5220] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2021-10-05T10:17:00.767255 #814-174360] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-10-05T10:17:00.770528 #814-174360] INFO – : fetching imap (webmail.vpnoe.at/helpdesk port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
E, [2021-10-05T10:17:00.883848 #814-174360] ERROR – : Can’t use Channel::Driver::Imap: #<Net::IMAP::NoResponseError: LOGIN failed.>
E, [2021-10-05T10:17:00.883987 #814-174360] ERROR – : LOGIN failed. (Net::IMAP::NoResponseError)
app/models/channel/driver/imap.rb:129:in block in fetch' app/models/channel/driver/imap.rb:583:in timeout’
app/models/channel/driver/imap.rb:125:in fetch' app/models/channel.rb:56:in fetch’
app/models/channel.rb:30:in fetch' (eval):1:in _start_job’
app/models/scheduler.rb:291:in eval' app/models/scheduler.rb:291:in _start_job’
app/models/scheduler.rb:243:in block (2 levels) in start_job' app/models/scheduler.rb:241:in loop’
app/models/scheduler.rb:241:in `block in start_job’
I, [2021-10-05T10:17:00.899973 #814-174360] INFO – : ended Channel.fetch took: 0.142456252 seconds.
I, [2021-10-05T10:17:14.017860 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [31b6eef0-ba06-464f-a4e1-7f33f6bd0aef] from DelayedJob(de>
E, [2021-10-05T10:17:14.105039 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/1?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fb9a0add8 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:1,“stats_storable_type”:“User”,“stats_storable_id”:3,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0,“percent”:0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,“total”:>

Payload size: 0M
I, [2021-10-05T10:17:14.123343 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [31b6eef0-ba06-464f-a4e1-7f33f6bd0aef] from DelayedJob(de>
I, [2021-10-05T10:17:14.129610 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [9053ba22-cece-4a86-8152-3d56cf6c1cfa] from DelayedJob(de>
E, [2021-10-05T10:17:14.213880 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/3?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fc2adca28 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:3,“stats_storable_type”:“User”,“stats_storable_id”:240,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0.0,“percent”:0.0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,"t>

Payload size: 0M
I, [2021-10-05T10:17:14.231329 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [9053ba22-cece-4a86-8152-3d56cf6c1cfa] from DelayedJob(de>
I, [2021-10-05T10:17:14.235334 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [2f52a9c2-5a94-4cc8-870b-568f181f1390] from DelayedJob(de>
E, [2021-10-05T10:17:14.317938 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/4?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fc08a5e50 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:4,“stats_storable_type”:“User”,“stats_storable_id”:374,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0,“percent”:0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,"total>

Payload size: 0M
I, [2021-10-05T10:17:14.336910 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [2f52a9c2-5a94-4cc8-870b-568f181f1390] from DelayedJob(de>
I, [2021-10-05T10:17:14.342557 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [e94b7c31-1d3d-4b18-9d81-72d80ebf21b8] from DelayedJob(de>
E, [2021-10-05T10:17:14.427001 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/6?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fb9966bc0 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:6,“stats_storable_type”:“User”,“stats_storable_id”:416,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0.0,“percent”:0.0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,"t>

Payload size: 0M
I, [2021-10-05T10:17:14.449666 #814-174200] INFO – : 2021-10-05T10:17:14+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [e94b7c31-1d3d-4b18-9d81-72d80ebf21b8] from DelayedJob(de>
I, [2021-10-05T10:17:30.912296 #814-174360] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-10-05T10:17:30.915087 #814-174360] INFO – : fetching imap (webmail.vpnoe.at/helpdesk port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
E, [2021-10-05T10:17:31.021100 #814-174360] ERROR – : Can’t use Channel::Driver::Imap: #<Net::IMAP::NoResponseError: LOGIN failed.>
E, [2021-10-05T10:17:31.021315 #814-174360] ERROR – : LOGIN failed. (Net::IMAP::NoResponseError)
app/models/channel/driver/imap.rb:129:in block in fetch' app/models/channel/driver/imap.rb:583:in timeout’
app/models/channel/driver/imap.rb:125:in fetch' app/models/channel.rb:56:in fetch’
app/models/channel.rb:30:in fetch' (eval):1:in _start_job’
app/models/scheduler.rb:291:in eval' app/models/scheduler.rb:291:in _start_job’
app/models/scheduler.rb:243:in block (2 levels) in start_job' app/models/scheduler.rb:241:in loop’
app/models/scheduler.rb:241:in `block in start_job’
I, [2021-10-05T10:17:31.038378 #814-174360] INFO – : ended Channel.fetch took: 0.134595533 seconds.
I, [2021-10-05T10:17:40.893390 #814-175500] INFO – : execute Import::OTRS.diff_worker (try_count 0)…
I, [2021-10-05T10:17:40.894004 #814-175500] INFO – : ended Import::OTRS.diff_worker took: 0.008549163 seconds.
I, [2021-10-05T10:17:46.487469 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [95664ff2-e6a9-4213-bd4c-54b8b42ebd5f] from DelayedJob(de>
E, [2021-10-05T10:17:46.569310 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/1?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fb982dee8 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:1,“stats_storable_type”:“User”,“stats_storable_id”:3,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0,“percent”:0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,“total”:>

Payload size: 0M
I, [2021-10-05T10:17:46.589885 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [95664ff2-e6a9-4213-bd4c-54b8b42ebd5f] from DelayedJob(de>
I, [2021-10-05T10:17:46.593818 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [caabf570-0ef6-4ff0-9727-86cd9b27d025] from DelayedJob(de>
E, [2021-10-05T10:17:46.671721 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/3?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fc37cbf68 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:3,“stats_storable_type”:“User”,“stats_storable_id”:240,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0.0,“percent”:0.0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,"t>

Payload size: 0M
I, [2021-10-05T10:17:46.688280 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [caabf570-0ef6-4ff0-9727-86cd9b27d025] from DelayedJob(de>
I, [2021-10-05T10:17:46.692554 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [e1a254e8-be82-4215-b392-8157e5474883] from DelayedJob(de>
E, [2021-10-05T10:17:46.778309 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/4?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x000055d496e04aa0 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:4,“stats_storable_type”:“User”,“stats_storable_id”:374,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0,“percent”:0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,"total>

Payload size: 0M
I, [2021-10-05T10:17:46.796859 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [e1a254e8-be82-4215-b392-8157e5474883] from DelayedJob(de>
I, [2021-10-05T10:17:46.801069 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [97ae2398-8ddc-407d-997a-a1b5303cdfd6] from DelayedJob(de>
E, [2021-10-05T10:17:46.893722 #814-174200] ERROR – : Unable to process post request to elasticsearch URL ‘http://127.0.0.1:9200/zammad_production_stats_store/_doc/6?pipeline=zammad450163713783’. Elas>

Response:
#<UserAgent::Result:0x00007f9fb9a12010 @success=false, @body=nil, @data=nil, @code=0, @content_type=nil, @error="#<Errno::ECONNREFUSED: Failed to open TCP connection to 127.0.0.1:9200 (Connection refus>

Payload:
{“id”:6,“stats_storable_type”:“User”,“stats_storable_id”:416,“key”:“dashboard”,“data”:{“StatsTicketReopen”:{“used_for_average”:0.0,“percent”:0.0,“average_per_agent”:0.0,“state”:“supergood”,“count”:0,"t>

Payload size: 0M
I, [2021-10-05T10:17:46.913629 #814-174200] INFO – : 2021-10-05T10:17:46+0000: [Worker(host:zammad01 pid:814)] Job SearchIndexAssociationsJob [97ae2398-8ddc-407d-997a-a1b5303cdfd6] from DelayedJob(de>
I, [2021-10-05T10:17:52.313254 #814-5220] INFO – : Scheduler running…
I, [2021-10-05T10:17:52.328170 #814-5220] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep
I, [2021-10-05T10:17:52.328340 #814-5220] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep
I, [2021-10-05T10:17:52.328631 #814-5220] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep
I, [2021-10-05T10:17:52.328861 #814-5220] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep
I, [2021-10-05T10:17:52.329073 #814-5220] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep
I, [2021-10-05T10:17:52.330253 #814-5220] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep
I, [2021-10-05T10:18:01.049589 #814-174360] INFO – : execute Channel.fetch (try_count 0)…
I, [2021-10-05T10:18:01.052582 #814-174360] INFO – : fetching imap (webmail.vpnoe.at/helpdesk port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
E, [2021-10-05T10:18:01.162835 #814-174360] ERROR – : Can’t use Channel::Driver::Imap: #<Net::IMAP::NoResponseError: LOGIN failed.>
E, [2021-10-05T10:18:01.162975 #814-174360] ERROR – : LOGIN failed. (Net::IMAP::NoResponseError)
app/models/channel/driver/imap.rb:129:in block in fetch' app/models/channel/driver/imap.rb:583:in timeout’
app/models/channel/driver/imap.rb:125:in fetch' app/models/channel.rb:56:in fetch’
app/models/channel.rb:30:in fetch' (eval):1:in _start_job’
app/models/scheduler.rb:291:in eval' app/models/scheduler.rb:291:in _start_job’
app/models/scheduler.rb:243:in block (2 levels) in start_job' app/models/scheduler.rb:241:in loop’
app/models/scheduler.rb:241:in `block in start_job’
I, [2021-10-05T10:18:01.179781 #814-174360] INFO – : ended Channel.fetch took: 0.138286919 seconds.

Your template is incomplete so below is as far as I’ll help.
Your login issue is the same as in Migration to 5.0 breaking LDAP and SAML login - #20 by olivierlambert and is fixed by following our update documentation: Updating Zammad — Zammad documentation

A big thanks to @MrGeneration for the doc update :+1:

Note that some people might use automation tools to update their systems in batch (Ansible, Salt and so on), so they will just rely on remote apt update thing without noticing the doc. I suppose the package can be rebuild with the clear cache command bundled with it to avoid more support burden on your side.

Anyway, good work on the release, eager to test new features!

While this may be partly true this comes with a lot of down sides.
The best (and safest) way is to do it manually before hand.

The package as example by default stops the Zammad service.
But processes ,partly still run or did not stop yet.

You see, you can’t automated everything.

Running unattended Zammad updates is highly discouraged.

I perfectly understand. Have you consider an updater inside the app directly? This might avoid some package management limitations? (I know very well those problems, also in the Open Source world as we edit an entire distro, called XCP-ng).

I can’t anything that in depth about tech stacks sorry.

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