Resolved Unusual load time on phones

>I’m having an issue with the template, the first time any phone tries to load the page it takes like 2 or 3 minutes

What version of osTicket Awesome are you using?
What type of phone?
What web browser?
Are you having trouble with the Client Portal, the Staff Portal or both?

>This issue is also happening in the “Theme” menu at admin panel

I have noticed a problem with the Theme page in the latest version (osTicket-Awesome-1.10.4-v1.0). The page loads half way and then halts. But as soon as I hit 'refresh' it loads the entire page instantly.

I haven't had any trouble with loading pages in mobile.

If you provide more info I will look into it right away.

Hi Stevland!

We are using osTicket-Awesome-1.10.1-v1.3.

We tried the page using different mobile, Huawei Mate 10, Samsung Galaxy S7, and a BQ. We are using Google Chrome.

The problem seems to be with both portals.

We are using IIS on Windows 2008 R2 as server. 

Thanks in advance.

Hi Again, 

Also i have tried to use the latest version  "osTicket-Awesome-1.10.4-v1.0" but still having the same issue.

Thank you

You are using osTicket-Awesome-1.10.1-v1.3. 

I haven't received any complaints from anyone regarding page load times using that version, and it has been out since the end of April. Hmmm.

Please try loading pages from the Demos on the same devices and let me know if you're experiencing the same slowness.

https://osticketawesome.com/1.10.1/
https://osticketawesome.com/1.10.1/scp

Do you have APCu installed on your IIS server? I do find that it makes a difference in osTicket page load times on a Linux server.

It might help for me to have a look at your setup. Please create an Agent account for me (Admin Panel > Agents > Add New Agent) with admin privileges using info@osticketawesome.com.

Hey @fedefarma,

I'm still awaiting your response to my last message, but when you have a few minutes, please install this fix first and see if it helps! 

Hi @stevland 

I have installed the fix you mentioned but still not working, also we have deactivated the APCu in our ISS server and we have no difference in performance 

Our Osticket server is internal and it's not connected to internet, so we can't grant you access to it. 

Any other idea?

Thank you!

Please copy and paste the contents of your Information page (Admin Panel > Dashboard > Information). It will look like this:

About this osTicket Installation
Server Information
osTicket Version
v1.10.4 (035fd0a) —  Up to date
Web Server Software
Apache
MySQL Version
5.5.56
PHP Version
5.6.36
PHP Extensions
gdlib
 Used for image manipulation and PDF printing
imap
 Used for email fetching
xml
 XML API
xml-dom
 Used for HTML email processing
json
 Improves performance creating and processing JSON
mbstring
 Highly recommended for non western european language content
phar
 Highly recommended for plugins and language packs
intl
 Highly recommended for non western european language content
fileinfo
 Used to detect file types for uploads
APCu
 Improves overall performance
Zend Opcache
 Improves overall performance
PHP Settings
cgi.fix_pathinfo
 "1" is recommended if AJAX is not working
date.timezone
 America/Vancouver
Database Information and Usage
Schema
ost-v1-10-1_ (localhost)
Schema Signature
98ad7d550c26ac44340350912296e673
Space Used
82.09 MiB
Space for Attachments
8.52 MiB
Timezone
PDT (Interpreted as America/Los_Angeles)

also we have deactivated the APCu

Actually what I was trying to say is to make sure that you do have APCu activated because it helps to speed up osTicket. The same is true of Zend Opcache. Please make sure that they are both installed and activated.

Your system information looks fine. Please post your System Logs (Admin Panel > Dashboard > System Logs).

any phone tries to load the page it takes like 2 or 3 minutes

Is it limited to page in the Client Portal, the Staff Portal, or is this happening with any page throughout the system?

I suspect this may only be happening when visiting pages in the Staff Panel > Admin Panel. In other words, the ticket pages load fine. Is my theory correct?

Hi Stevland,

Ok, we will activate again the APCu option and the Zend Opcache,

The issue on the phones is happening with the login page (some of our agents need to use a phone to answer tickets) so when they try to access the webpage and login, this main page takes so long to load.

Here you have the information you asked:

Server information<br />
Version osTicket v1.10.4 (035fd0a) - To date<br />
Microsoft-IIS / 7.5 Web Software Server<br />
MySQL version 5.5.45<br />
PHP version 5.6.31<br />
PHP extensions<br />
gdlib Used for image manipulation and PDF printing<br />
imap Used for Email recovery<br />
xml XML API<br />
xml-dom Used for processing HTML Email<br />
json Improves the creation performance and JSON processing<br />
mbstring Highly recommended for content in non-western European languages<br />
phar Highly recommended for language packs and add-ons<br />
intl Highly recommended for content in non-western European languages<br />
fileinfo Use to detect types of uploaded files<br />
APCu Improves overall performance<br />
Zend Opcache Improves overall performance<br />
PHP configuration<br />
cgi.fix_pathinfo recommends "1" If the AJAX does not work<br />
date.timezone Europe / Belgrade<br />
Information and use of database<br />
Support scheme (localhost)<br />
Signature of the scheme 98ad7d550c26ac44340350912296e673<br />
Occupied space 817.83 MiB<br />
Space for attachments 746.41 MiB<br />
Time Zone Romance Daylight Time (Interpreted as Europe / Berlin)

You posted the same information as before. Please post your System Logs (Admin Panel > Dashboard > System Logs).

As you can see there are a lot of error logs about the login page

It is hard to explain what CSRF Tokens are, but it is an osTicket security function. And those warnings are competely normal in osTicket. Notice that you bought osTicket Awesome on July 10th, but the first warning on that page is July 9th. The CSRF tokens have nothing to do with osTicket Awesome or this issue.

I only see one DB error, so that seems okay. But please post what it has for details.

The details are: 

DB Error #1054<br />
[SELECT A3.staff_id AS lock__staff_id, A1.staff_id AS staff_id, A1.isoverdue AS isoverdue, A1.team_id AS team_id, A1.ticket_id AS ticket_id, A1.number AS number, A4.subject AS cdata__subject, A6.address AS user__default_email__address, A1.source AS source, A7.priority_color AS cdata__:priority__priority_color, A7.priority_desc AS cdata__:priority__priority_desc, A1.status_id AS status_id, A8.name AS status__name, A8.state AS status__state, A1.dept_id AS dept_id, B0.name AS dept__name, A5.name AS user__name, A1.lastupdate AS lastupdate, A1.isanswered AS isanswered, B1.firstname AS staff__firstname, B1.lastname AS staff__lastname, B2.name AS team__name, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_collaborator R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id) AS collab_count, (SELECT COUNT(R1.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) LEFT JOIN ost_attachment R1 ON (R1.type = 'H' AND R0.id = R1.object_id) WHERE Q8.ticket_id = A1.ticket_id AND R1.inline = 0) AS attachment_count, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id AND NOT R0.flags & 4 != 0) AS thread_count FROM ost_ticket A1 JOIN (SELECT Q7.ticket_id FROM ost_ticket Q7 JOIN ost_ticket_status Q8 ON (Q7.status_id = Q8.id) WHERE (Q7.staff_id = 4 OR (Q7.staff_id = 0 AND Q7.team_id > 0)) AND Q8.state = 'open' AND ((Q8.state = 'open' AND (Q7.staff_id = 4 OR Q7.team_id IN (2))) OR Q7.dept_id IN ('4')) ORDER BY Q7. ASC LIMIT 1) A2 LEFT JOIN ost_lock A3 ON (A1.lock_id = A3.lock_id AND A3.expire > NOW()) LEFT JOIN ost_ticket__cdata A4 ON (A1.ticket_id = A4.ticket_id) JOIN ost_user A5 ON (A1.user_id = A5.id) LEFT JOIN ost_user_email A6 ON (A5.default_email_id = A6.id) LEFT JOIN ost_ticket_priority A7 ON (A4.priority = A7.priority_id) JOIN ost_ticket_status A8 ON (A1.status_id = A8.id) JOIN ost_department B0 ON (A1.dept_id = B0.id) LEFT JOIN ost_staff B1 ON (A1.staff_id = B1.staff_id) LEFT JOIN ost_team B2 ON (A1.team_id = B2.team_id) WHERE A1.ticket_id = A2.ticket_id GROUP BY A3.staff_id, A1.staff_id, A1.isoverdue, A1.team_id, A1.ticket_id, A1.number, A4.subject, A6.address, A1.source, A7.priority_color, A7.priority_desc, A1.status_id, A8.name, A8.state, A1.dept_id, B0.name, A5.name, A1.lastupdate, A1.isanswered, B1.firstname, B1.lastname, B2.name ORDER BY A1. ASC] Unknown column 'Q7.' in 'order clause'

---- Recular ----<br />
#0 C:\inetpub\wwwroot\support\include\mysqli.php(204): osTicket->logDBError('DB Error #1054', '[SELECT A3.`sta...')<br />
#1 C:\inetpub\wwwroot\support\include\class.orm.php(3136): db_query('SELECT A3.`staf...', true, true)<br />
#2 C:\inetpub\wwwroot\support\include\class.orm.php(3183): MySqlExecutor->execute()<br />
#3 C:\inetpub\wwwroot\support\include\class.orm.php(1868): MySqlExecutor->getArray()<br />
#4 C:\inetpub\wwwroot\support\include\class.orm.php(1818): HashArrayIterator->{closure}()<br />
#5 C:\inetpub\wwwroot\support\include\class.orm.php(1797): CallbackSimpleIterator->next()<br />
#6 C:\inetpub\wwwroot\support\include\class.orm.php(1806): CallbackSimpleIterator->rewind()<br />
#7 C:\inetpub\wwwroot\support\include\class.orm.php(1463): CallbackSimpleIterator->valid()<br />
#8 C:\inetpub\wwwroot\support\include\class.orm.php(1480): CachedResultSet->fillTo(2147483647)<br />
#9 C:\inetpub\wwwroot\support\include\class.orm.php(1489): CachedResultSet->asArray()<br />
#10 C:\inetpub\wwwroot\support\include\staff\tickets.inc.php(570): CachedResultSet->getIterator()<br />
#11 C:\inetpub\wwwroot\support\scp\tickets.php(495): require_once('C:\\inetpub\\wwwr...')<br />
#12 {main}

I'm sorry, I'm at a loss. I can't see anything wrong or think of any reason that your system is loading irregularly.

I see that your osTicket Awesome is installed into a directory called \support.

Did you follow the installation instructions, and do you still have your old osTicket installation in a directory called \support-old?

Hi Stevland,

Yes, that's correct, we followed the instruccions and we have the old support folder with the normal osticket installation.

Thank you

Using the \support-old installation, do the pages also have trouble loading or does the system perform as one would expect?

Hi Stevland,

The old \support instalation works as expected,

I've done a quick test copping the osticket awesome template little by little and testing when we have issues loading. It happens every time i move the "include" folder.

Maybe i can send you our osticket instalation so you can test it and check the issues with the phones?  

Thank you

Hi again,

I have checked that the issue occurs when i change one of this files: 

login.tpl.php

header.inc.php

If i put the old files here, i can log in correctly but with the normal osticket page, not your template.

I i put the files back i have the same issue, the webpage does not load correctly in my phones.

Thank you

I'm sorry @fedefarma, I just rediscovered this thread and realized that I dropped the ball on this.

Are you still experiencing the issue?