Problem with mobile web client showing - “The connection to the server was lost.”

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: (source, package, docker-compose, …): docker
  • Operating system: Ubuntu 24.04
  • Browser + version: Safari on iPhone

Expected behavior:

  • Access the mobile version of Zammad without giving “server connection lost error”

Actual behavior:

  • It shows a lost connection to server error when I use the mobile version on iPhone for a few seconds.

Steps to reproduce the behavior:

  • Accessing on the mobile version

I have read most of the other threads talking about this issue, however, I have not been able to solve this issue. It has something to do with the proxies, but I am unsure how to fix it.

The logs show

I, [2024-09-23T05:50:53.198826#16305-20552840]  INFO -- : Started GET "/cable" for 192.168.91.232 at 2024-09-23 05:50:53 +0000
I, [2024-09-23T05:50:53.205637#16305-20552840]  INFO -- : Started GET "/cable"[non-WebSocket] for 192.168.91.232 at 2024-09-23 05:50:53 +0000
E, [2024-09-23T05:50:53.205834#16305-20552840] ERROR -- : Failed to upgrade to WebSocket (REQUEST_METHOD: GET, HTTP_CONNECTION: close, HTTP_UPGRADE: )
I, [2024-09-23T05:50:53.211433#16305-20552840]  INFO -- : Finished "/cable"[non-WebSocket] for 192.168.91.232 at 2024-09-23 05:50:53 +0000

As you can see the issue is with the “non-websocket”

The etc/nginx/sites-enabled/zammad.conf file:

upstream zammad-railsserver {
  server 127.0.0.1:3000;
}

upstream zammad-websocket {
  server 127.0.0.1:6042;
}

server {
  listen 80;
  listen [::]:80;

  server_name help.myserver.nl;

  # security - prevent information disclosure about server version
  server_tokens off;

  access_log /var/log/nginx/zammad.access.log;
  error_log /var/log/nginx/zammad.error.log;

  location /.well-known/ {
    root /var/www/html;
  }

  return 301 https://$server_name$request_uri;

}


server {
  listen 443 ssl http2;
  listen [::]:443 ssl http2;

  server_name help.myserver.nl;

  # security - prevent information disclosure about server version
  server_tokens off;

  ssl_certificate /etc/letsencrypt/live/help.myserver.biz/fullchain.pem;
  ssl_certificate_key /etc/letsencrypt/live/help.myserver.biz/privkey.pem;


  ssl_protocols TLSv1.2;

  ssl_ciphers 'EECDH+AESGCM:EDH+AESGCM:AES256+EECDH:AES256+EDH';

  ssl_dhparam /etc/nginx/ssl/dhparam.pem;

  ssl_prefer_server_ciphers on;

  ssl_session_cache shared:SSL:10m;
  ssl_session_timeout 180m;

  ssl_stapling on;
  ssl_stapling_verify on;

  ssl_trusted_certificate /etc/letsencrypt/live/help.myserver.biz/fullchain.pem;

  resolver 8.8.8.8 8.8.4.4;

  add_header Strict-Transport-Security "max-age=31536000" always;

  location = /robots.txt  {
    access_log off; log_not_found off;
  }

  location = /favicon.ico {
    access_log off; log_not_found off;
  }

  root /opt/zammad/public;

  access_log /var/log/nginx/zammad.access.log;
  error_log  /var/log/nginx/zammad.error.log;

  client_max_body_size 50M;

  location ~ ^/(assets/|robots.txt|humans.txt|favicon.ico|apple-touch-icon.png) {
    expires max;
  }

  # legacy web socket server
  location /ws {
    proxy_http_version 1.1;
    proxy_set_header Upgrade $http_upgrade;
    proxy_set_header Connection "Upgrade";
    proxy_set_header CLIENT_IP $remote_addr;
    proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
    proxy_set_header X-Forwarded-Proto $scheme;
    proxy_read_timeout 86400;
    proxy_pass http://zammad-websocket;
  }

  # action cable
  location /cable {
    proxy_http_version 1.1;
    proxy_set_header Upgrade $http_upgrade;
    proxy_set_header Connection "Upgrade";

    proxy_set_header CLIENT_IP $remote_addr;
    proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
    proxy_set_header X-Forwarded-Proto $scheme;
    proxy_read_timeout 86400;
    proxy_pass http://zammad-railsserver;
  }

  location / {
    proxy_set_header Host $http_host;
    proxy_set_header CLIENT_IP $remote_addr;
    proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
    proxy_set_header X-Forwarded-Proto  $scheme;

    # change this line in an SSO setup
    proxy_set_header X-Forwarded-User "";

    proxy_read_timeout 180;
    proxy_pass http://zammad-railsserver;

    gzip on;
    gzip_types text/plain text/xml text/css image/svg+xml application/javascript application/x-javascript application/json application/xml;
    gzip_proxied any;
  }
}

/etc/nginx/nginx.conf file:

user www-data;
worker_processes auto;
pid /run/nginx.pid;
error_log /var/log/nginx/error.log;
include /etc/nginx/modules-enabled/*.conf;

events {
        worker_connections 768;
        # multi_accept on;
}

http {

        ##
        # Basic Settings
        ##

        sendfile on;
        tcp_nopush on;
        types_hash_max_size 2048;
        # server_tokens off;

        # server_names_hash_bucket_size 64;
        # server_name_in_redirect off;

        include /etc/nginx/mime.types;
        default_type application/octet-stream;

        ##
        # SSL Settings
        ##

        ssl_protocols TLSv1 TLSv1.1 TLSv1.2 TLSv1.3; # Dropping SSLv3, ref: POODLE
        ssl_prefer_server_ciphers on;

        ##
        # Logging Settings
        ##

        access_log /var/log/nginx/access.log;

        ##
        # Gzip Settings
        ##

        gzip on;

        # gzip_vary on;
        # gzip_proxied any;
        # gzip_comp_level 6;
        # gzip_buffers 16 8k;
        # gzip_http_version 1.1;
        # gzip_types text/plain text/css application/json application/javascript text/xml application/xml application/xml+rss text/javascript;

        ##
        # Virtual Host Configs
        ##

        include /etc/nginx/conf.d/*.conf;
        include /etc/nginx/sites-enabled/*;
}


#mail {
#       # See sample authentication script at:
#       # http://wiki.nginx.org/ImapAuthenticateWithApachePhpScript
#
#       # auth_http localhost/auth.php;
#       # pop3_capabilities "TOP" "USER";
#       # imap_capabilities "IMAP4rev1" "UIDPLUS";
#
#       server {
#               listen     localhost:110;
#               protocol   pop3;
#               proxy      on;
#       }
#
#       server {
#               listen     localhost:143;
#               protocol   imap;
#               proxy      on;
#       }
#}

opt/zammad/contrib/nginx/zammad.conf file:

#
# this is the nginx config for zammad
#

upstream zammad-railsserver {
    server 127.0.0.1:3000;
}

upstream zammad-websocket {
    server 127.0.0.1:6042;
}

server {
    listen 80;
    listen [::]:80;

    # replace 'localhost' with your fqdn if you want to use zammad from remote
    server_name localhost;

    # security - prevent information disclosure about server version
    server_tokens off;

    root /opt/zammad/public;

    access_log /var/log/nginx/zammad.access.log;
    error_log  /var/log/nginx/zammad.error.log;

    client_max_body_size 50M;

    location ~ ^/(assets/|robots.txt|humans.txt|favicon.ico|apple-touch-icon.png) {
        expires max;
    }

    # legacy web socket server
    location /ws {
        proxy_http_version 1.1;
        proxy_set_header Upgrade $http_upgrade;
        proxy_set_header Connection "Upgrade";
        proxy_set_header CLIENT_IP $remote_addr;
        proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
        proxy_set_header X-Forwarded-Proto $scheme;
        proxy_read_timeout 86400;
        proxy_pass http://zammad-websocket;
    }

    # action cable
    location /cable {
        proxy_http_version 1.1;
        proxy_set_header Upgrade $http_upgrade;
        proxy_set_header Connection "Upgrade";
        proxy_set_header CLIENT_IP $remote_addr;
        proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
        proxy_set_header X-Forwarded-Proto $scheme;
        proxy_read_timeout 86400;
        proxy_pass http://zammad-railsserver;
    }

    location / {
        proxy_set_header Host $http_host;
        proxy_set_header CLIENT_IP $remote_addr;
        proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
        proxy_set_header X-Forwarded-Proto $scheme;

        # Change this line in an SSO setup
        proxy_set_header X-Forwarded-User "";

        proxy_read_timeout 300;
        proxy_pass http://zammad-railsserver;

        gzip on;
        gzip_types text/plain text/xml text/css image/svg+xml application/javascript application/x-javascript application/json application/xml;
        gzip_proxied any;
    }
}
2

I’ve just seen that my nginx version is 1.24 but on the Zammad documentation the reverse proxies require 1.3+. So this may cause the issue, but since we got this package from Zammad itself it seems strange.

3

The proxy configuration itself looks okay. However, maybe the fqdn configuration is not. Zammad supports one subdomain / domain only and it has to reflect your nginx’s configuration or that what your user uses.

(See: Base — Zammad Admin Documentation documentation )

Also ensure that you’re not using application aware firewalls that eats your websocket connections.

4

I have the same problem, did you find a fix?