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Trouble replying to cPanel support ticket

PatrickVeenstra
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 " I didn't write that in my email, because I thought about that later. Anyway, it happened an hour ago.

Comments

13 comments

Date Votes
  • cPanelMichael
    Hello @PatrickVeenstra, Can you let me know the ticket number? Thank you.
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  • PatrickVeenstra
    Sure, it's 10381261
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  • cPanelMichael
    Hello @PatrickVeenstra, Can you try sending the response now to see if the issue persists? Thank you.
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  • PatrickVeenstra
    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.
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  • cPanelMichael
    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.

    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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  • PatrickVeenstra
    Just clicking the id on
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  • cPanelMichael
    ) The error I got when clicking the id was not identical. That is, it was identical but the email (dal-2 instead of dal-1)

    I've not seen additional reports of this issue, and it doesn't seem to be easily reproducible. Can you open a separate
    This is a separate issue so I've moved it into it's own thread at:
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  • PatrickVeenstra
    I've created a ticket for the bug, but I can't reproduce the error, except the "" character issue (ticket: #10389243)
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  • PatrickVeenstra
    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.
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  • PatrickVeenstra
    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 "" 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 ("" = ")
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  • PatrickVeenstra
    At least I've confirmed what's happening because my response modified the "" with ". So it changed ANSI to UTF-8.
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  • cPanelMichael
    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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  • cPanelMichael
    Hello, To update, a solution was published to address this issue in the ticket system. Thank you.
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