Symptoms
If you attempt to login to webmail, you may see an error similar to the following inside of a pink box:
A fatal error or timeout occurred while processing this directive.
Template::Exception:
[TYPE]=[undef]
[INFO]=[You do not have a user named âuser@domain.tldâ. at /usr/local/cpanel/Cpanel/API.pm line 282.
]
[TEXT]=[]
at cpanel.pl line 1128.
cpanel::cpanel::cptt_exectag("/usr/local/cpanel/base/frontend/paper_lantern/mail/webmailfor"..., 1) called at cpanel.pl line 4634
cpanel::cpanel::run_standard_mode() called at cpanel.pl line 932
cpanel::cpanel::script("cpanel::cpanel", "./frontend/paper_lantern/mail/webmailform.html.tt") called at cpanel.pl line 328
Description
This error happens when the email directory for a user is missing.
You can check to see if the directory exists by using the ls command via SSH to view the contents of the mail directory for the domain;
ls -lah /home/cpanelusernamehere/mail/domain.tld
You should see a directory of the same name as the first portion of the email address in the output of that command.
Resolution
In order to resolve this issue, you'll need to restore a backup. You can learn how to do this at the following article: