Blank screen with "Loading..."


#1

Infos:

  • Used Zammad version: 2.9
  • Used Zammad installation source: Ubuntu-Package on MariaDB
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome, Safarie, Firefox

Actual behavior:

We use our Zammad instance since a long time - now if i want to open zammad there’s a blank screen with “Loading…” (Note: Nothing was changed on server configuration, or anything else). It works for a long time.

Steps to reproduce the behavior:

Try to open the zammad desk


#2

Hey @xtoom1,

your topic is pretty “thin” tbh.

What have you done so far to research the root cause of your problem?

Some things anyone should do everytime a problem occurs:

  1. check if all needed services are running (zammad, webserver, db,…)
  2. have a look at your overall performance
  3. take a look at your logs (zammad, webserver, db,…)

Totally IMHO btw.

cheers


#3

Hey @svnr-dvnkln,

thanks for your answer! As I see, all needed services are running (Zammad, Apache3, mysql).

But - i found in the error logs of the server the following entry:

[Sat May 04 04:38:51.327300 2019] [proxy:error] [pid 26849:tid 140270586808064] (111)Connection refused: AH00957: HTTP: attempt to connect to 127.0.0.1:3000 (127.0.0.1) failed
[Sat May 04 04:38:51.327335 2019] [proxy_http:error] [pid 26849:tid 140270586808064] [client 127.0.0.1:55068] AH01114: HTTP: failed to make connection to backend: 127.0.0.1
[Sat May 04 04:43:07.020386 2019] [proxy:error] [pid 26850:tid 140270611986176] (111)Connection refused: AH00957: HTTP: attempt to connect to 127.0.0.1:3000 (127.0.0.1) failed
[Sat May 04 04:43:07.020398 2019] [proxy_http:error] [pid 26850:tid 140270611986176] [client 127.0.0.1:55444] AH01114: HTTP: failed to make connection to backend: 127.0.0.1

An in the production.log of zammad i found this entry:

E, [2019-05-03T19:56:11.414780 #21676-47011718455640] ERROR -- : Unable to process POST request to elasticsearch URL 'http://127.0.0.1:9200/zammad_production/StatsStore/1?pipeline=zammad702848871296'. Elasticsearch is not reachable, probably because it's not running or even installed.

A few days ago, i’ve restarted the Elasticsearch services again - this error is gone away in the current log files.

If Zammad services are running, the mails will be fetched from the imap accounts… but i can’t see this, while i only see this “Loading…” screen.


#4

So, you’re having two issues here. To your biggest one:

Your log file does tell you what exactly is wrong: Zammad is either not running or a firewall is blocking the communication with Zammad.

Ensure that: The Zammad-Service is running and if it does, ensure that Zammad is listening on port 3000. If that’s not the case, restart the service or maybe do a complete reboot.

To elasticsearch: Seems like your system killed the process for the sake of memory usuage.
So my wild guess is that you have not enough of memory. (I even think that Zammad processes have been killed). Ensure that your system complies to our minimum requirements: https://docs.zammad.org/en/latest/prerequisites-hardware.html

Also ensure that your elasticsearch does not use 50% of your system memory, you’ll want to let it use less as other stuff is running too.

The rest is absolute crystall ball magic (and mine is still in service)