Horde Email Not Working as Expected

Harris_S

• June 01, 2018 05:02

Hi, hope someone can help. I am based in Cape Town, my webmail is based in the USA. I can login to Webmail and I am offered a choice of using Horde, Cube or Squirrel. Cube displays correctly but I cannot open the two others. I receive a message: "This site can"t be reached webmail.xxx.com took too long to respond". I have tried via Chrome and Opera (latest versions). I have the same problem trying to access via VPN (USA and UK). I have tried from my home office and work office (different internet providers) as well as mobile. My Webmail provider is unable to resolve the issue. Any ideas please?

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  cPanelLauren

  • June 01, 2018 13:35

  Hi @Harris_S Do you have root access to the server? It sounds like there's a server issue loading Roundcube and I'd like to know if you can access the logs. If you do have access It would be helpful to see the output of /usr/local/cpanel/logs/error_log and /var/log/maillog when the issue occurs. Thanks!

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  Harris_S

  • June 01, 2018 14:22

  I am not an expert programmer, so I am not sure. I would suspect that I do not have root access to the server for I am sharing the server with other clients of the company (SiteGround). How would I know or test whether I have?

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  cPanelLauren

  • June 01, 2018 14:36

  Hi @Harris_S You would have been given your root password as well as instructions on how to access the server via WHM if you don't have these you most likely don't have root access. Your provider would need to obtain the logs (siteground) If they're unable to resolve the issue I would suggest that you request they open a ticket with us so that we can look into the issue further. Thanks!

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  Harris_S

  • June 01, 2018 17:31

  Thanks for the clarification. The website tells me "WHM access is only available for customers using accounts." I therefore have no access. I tried to resolve the issue through 'live chat' and the techie was not able to help resolve the issue, hence me turning to cPanel for help. I will follow your advice and open a ticket. It is possible that that will be more helpful. I was hoping that cPanel audience would have a possible fix thinking it may have been a problem on my side, but you have guided me to consider the problem may be on theirs.

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  cPanelLauren

  • June 01, 2018 17:41

  Hi @Harris_S The problem is, you'd need to have root access to the server in order to open a ticket with us. If you're on shared hosting this issue is something that you would not be able to resolve as you don't have access to the system. If you're on shared hosting it's possible you're not the only one experiencing the issue as well. What I would suggest doing is open a ticket with your provider, explain the issue (provide screenshots if possible) and if they're unsure how to resolve it suggest they open a ticket with us to look into the issue further. Thanks!

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  Harris_S

  • June 01, 2018 17:57

  Thanks for the help and the advice, much appreciated! I will open a ticket and see what they can do.

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  cPanelLauren

  • June 01, 2018 18:05

  Hi @Harris_S That sounds like a good plan, please let us know if they identify the cause of the issue and are able to resolve it and don't hesitate to post here if you have any other questions or concerns. We'll do our best to help resolve your issue or get you headed in the right direction. Thanks!

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