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SOLVED Trouble replying to cPanel support ticket

Discussion in 'General Discussion' started by PatrickVeenstra, Sep 27, 2018.

  1. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    When responding a support ticket I got this message:

    Software error:
    Can't use string ("1") as a HASH ref while "strict refs" in use at msg.cgi line 168.
    For help, please send mail to the webmaster (removed), giving this error message and the time and date of the error.

    So I sent an email to that address and got this:
    This message was created automatically by mail delivery software.

    A message that you sent could not be delivered to one or more of its
    recipients. This is a permanent error. The following address(es) failed:

    [removed]

    Maybe the ticket system doesn't like the letter ñ
    I didn't write that in my email, because I thought about that later. Anyway, it happened an hour ago.
     
    #1 PatrickVeenstra, Sep 27, 2018
    Last edited by a moderator: Sep 27, 2018
  2. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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  3. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    Sure, it's 10381261
     
  4. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    Hello @PatrickVeenstra,

    Can you try sending the response now to see if the issue persists?

    Thank you.
     
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  5. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    Do you want me to re-send it? Note that it happened with my last message of that ticket. The message did get send correctly, it's just that I got an error.
     
  6. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    Yes, please try re-sending it, or try sending any response at all to see if the issue continues.

    Thank you.
     
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  7. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    Just clicking the id on cPanel Customer Portal gave me the error again, but going back and clicking again didn't. Resending the message also didn't.
    BTW the character setting is wrong (both times: a�adido instead of añadido).
     
  8. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    I've not seen additional reports of this issue, and it doesn't seem to be easily reproducible. Can you open a separate support ticket regarding the issue with the ticket system itself (the one you noted here was related to a cPanel & WHM issue). Ensure to include the specific error messages you encounter and the step-by-step instructions of what you are doing. We can direct the ticket over to our ticket system development team to take a closer look.

    This is a separate issue so I've moved it into it's own thread at:

    New Thread - Problem with forums URL in email notification

    Thank you.
     
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  9. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    I've created a ticket for the bug, but I can't reproduce the error, except the Ññ character issue (ticket: #10389243)
     
  10. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    I've just replicated the issue. Ticket 10389243

    Software error:
    Can't use string ("1") as a HASH ref while "strict refs" in use at msg.cgi line 168.

    For help, please send mail to the webmaster (dal-2.[removed]), giving this error message and the time and date of the error.

    It happened when sending a message with al diacritics.
     
    #10 PatrickVeenstra, Sep 29, 2018
    Last edited by a moderator: Sep 30, 2018
  11. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    To not open a new ticket / thread, the notification email doesn't handle those characters either:

    Before we can file a case we will need to be able to reproduce the issue. I Can see you mentioned the ticket system might not be interpreting the letter "ñ" correctly, but we do have Spanish support, and this has not been an issue.

    In this case it's obvious the issue is that it's sending UTF-8 as ANSI (ñ = ñ)
     
  12. PatrickVeenstra

    PatrickVeenstra Well-Known Member

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    At least I've confirmed what's happening because my response modified the ñ with ñ. So it changed ANSI to UTF-8.
     
  13. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    Hello,

    To update, an internal case was opened with our ticket system development team to report the issue you've noted. I'll monitor this case and update this thread with the outcome.

    Thank you.
     
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  14. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    Hello,

    To update, a solution was published to address this issue in the ticket system.

    Thank you.
     
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