Webmail Fails to Load Contacts or Send Emails when a Signature Image or Session Token is broken

Symptoms

When sending an email from a specific account, the image in the replied message body is broken and there is a connection error. You may see errors such as:

• 401 Unauthorized errors when opening or replying to emails
• Broken images in email replies
• Webmail fails to load contact lists

Description

The issue is related to an image embedded in the user's email signature. Images that include session-based URLs can cause errors such as broken images, 401 errors, or failure to load the contact list.

Workaround

1. Log in to your webmail account.
2. Click on Settings.
3. Click on Identities.
4. Select the affected identity.
5. Edit the Signature.
6. Remove any images that are linked via session-based URLs.
7. Select the HTML button in the top left, under Signature.
8. Select the Image Icon and re-upload the image using the Webmail image upload tool to insert the image.
9. Save the updated signature.

Additional Resources

How to Set Up a Signature in Webmail

How to add a Signature in Roundcube