Infos:
- Used Zammad version: 5.2.3
- Used Zammad installation type: Package
- Operating system: Ubuntu 20.04.5 LTS
- Browser + version: All
- Database = mySQL (Don’t hate me)
Expected behavior:
- Emails or indeed relies on message are displayed in full rather than the error and RAW email attached
Actual behavior:
- Some replies or indeed new tickets show the message
This message cannot be displayed due to HTML processing issues
Steps to reproduce the behavior:
- Not 100% sure, but usually message with excel table formatting or large email replies fail.
Hello all,
I am looking for some input because I cannot seem to resolve this myself.
So, I get this message quite frequently, (picture below) at first I thought it was a performance issue, so I reviewed all my settings and tweaked where needed.
Whenever I get certain types of messages with excel tables in the body the system cannot process them, it does not seem to be related to the size of the message, .ie MB size more over the complexity of the message body itself, also noted the message has 400k characters in the message.
When I try to manually force the process of these messages I would get the below error.
Ok, so the data too long, a common error, so I changed the columns of value_to and value_from to datatype LONGTEXT, that should be even right!( maximum length of 4,294,967,295 or 4GB).
Now the error has moved to this:
E, [2022-11-15T12:40:19.824358 #8906-7260] ERROR – : Could not process string via HtmlSanitizer.cleanup in 20 seconds. Current state:
Can the Sanitizer time-out be increased? Will that solve my issue! I would imagine it is set for a reason, the same way I set transactions in SAP not to exceed a certain runtime, i.e. to protect the system, but in SAP for instance I would run these long-running tasks as a batch or do it at an off-peak time, temporarily increasing the timeout parameter, usually on the weekend.
I did find this topic but it did not help Failing HTML-Processing denies user to access the mail · Issue #2706 · zammad/zammad · GitHub
I am able to recreate the issue in another test system using the RAW email from the original message.
Currently, I have 37 of these messages and the users are getting a bit annoyed as it’s disruptive to their work.
Any input would be really appreciated.
Thanks
Robert