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Webmail not working for just one particular email address

cpanzy
Webmail for one email address does not work, when clicking on the "Check Email" for that address on the email accounts page in cpanel, I get a page: " The page isn"t redirecting properly An error occurred during a connection to srv.example.com:2096. This problem can sometimes be caused by disabling or refusing to accept cookies. " For other email addresses on that same domain the webmail is loading correctly. I have tried renaming the dovecot.index file for that email account but that does not help. I have tried "doveadm force-resync -u user@example.com INBOX" which recreates the dovecot.index file but does not help. I can access the email account via IMAP in an email client okay.

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19 comments

Date Votes
  • cPRex Jurassic Moderator
    Hey there! Do you see anything in the cPanel error log at /usr/local/cpanel/logs/error_log when you access that user's account? That is the most likely log to provide you with better details on troubleshooting this behavior.
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  • cpanzy
    Hi! No there is nothing in that error log when I try and access that accounts webmail
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  • cpanzy
    In /var /log /maillog I get these entries when try to access the webmail just once: Nov 29 08:21:09 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961677, secured, session= Nov 29 08:21:09 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961679, TLS, session=<9mw6c47uPL4AAAAAAAAAAAAAAAAAAAAB> Nov 29 08:21:09 srv dovecot: imap(user@example.com)<2961679><9mw6c47uPL4AAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:09 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961683, TLS, session= Nov 29 08:21:09 srv dovecot: imap(user@example.com)<2961683>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:09 srv dovecot: imap(user@example.com)<2961677>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:09 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961686, secured, session=<6ts9c47uPOIAAAAAAAAAAAAAAAAAAAAB> Nov 29 08:21:10 srv dovecot: imap(user@example.com)<2961686><6ts9c47uPOIAAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:10 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961694, secured, session= Nov 29 08:21:10 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961701, TLS, session= Nov 29 08:21:10 srv dovecot: imap(user@example.com)<2961701>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:10 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961707, TLS, session= Nov 29 08:21:10 srv dovecot: imap(user@example.com)<2961707>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:10 srv dovecot: imap(user@example.com)<2961694>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:10 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961709, secured, session= Nov 29 08:21:10 srv dovecot: imap(user@example.com)<2961709>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:10 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961722, secured, session= Nov 29 08:21:11 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961725, TLS, session=<8h5Sc47uqL4AAAAAAAAAAAAAAAAAAAAB> Nov 29 08:21:11 srv dovecot: imap(user@example.com)<2961725><8h5Sc47uqL4AAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:11 srv dovecot: imap(user@example.com)<2961722>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:11 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961730, secured, session=<0hFVc47uouIAAAAAAAAAAAAAAAAAAAAB> Nov 29 08:21:11 srv dovecot: imap(user@example.com)<2961730><0hFVc47uouIAAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:11 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961740, secured, session= Nov 29 08:21:11 srv dovecot: imap(user@example.com)<2961740>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:12 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961750, secured, session= Nov 29 08:21:12 srv dovecot: imap(user@example.com)<2961750>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:12 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961757, secured, session= Nov 29 08:21:12 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961763, TLS, session= Nov 29 08:21:12 srv dovecot: imap(user@example.com)<2961763>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:12 srv dovecot: imap(user@example.com)<2961757>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:12 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961767, secured, session= Nov 29 08:21:12 srv dovecot: imap(user@example.com)<2961767>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:13 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961774, secured, session=<8ilwc47uHuMAAAAAAAAAAAAAAAAAAAAB> Nov 29 08:21:13 srv dovecot: imap(user@example.com)<2961774><8ilwc47uHuMAAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:13 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961782, secured, session= Nov 29 08:21:13 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961787, TLS, session= Nov 29 08:21:13 srv dovecot: imap(user@example.com)<2961787>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:13 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961791, TLS, session= Nov 29 08:21:13 srv dovecot: imap(user@example.com)<2961791>: Disconnected: Logged out in=12, out=522, bytes=12/522 Nov 29 08:21:13 srv dovecot: imap(user@example.com)<2961782>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:13 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961793, secured, session= Nov 29 08:21:13 srv dovecot: imap(user@example.com)<2961793>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:14 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961801, secured, session= Nov 29 08:21:14 srv dovecot: imap(user@example.com)<2961801>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:14 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961810, secured, session= Nov 29 08:21:14 srv dovecot: imap(user@example.com)<2961810>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:14 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961819, secured, session= Nov 29 08:21:15 srv dovecot: imap(user@example.com)<2961819>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:15 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961828, secured, session= Nov 29 08:21:15 srv dovecot: imap(user@example.com)<2961828>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:15 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961838, secured, session= Nov 29 08:21:15 srv dovecot: imap(user@example.com)<2961838>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:15 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961845, secured, session=<+36Zc47u6OMAAAAAAAAAAAAAAAAAAAAB> Nov 29 08:21:16 srv dovecot: imap(user@example.com)<2961845><+36Zc47u6OMAAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=82, out=913, bytes=82/913 Nov 29 08:21:16 srv dovecot: imap-login: Login: user=, method=PLAIN, rip=::1, lip=::1, mpid=2961856, secured, session=

    Nov 29 08:21:16 srv dovecot: imap(user@example.com)<2961856>

    : Disconnected: Logged out in=82, out=913, bytes=82/913

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  • cpanzy
    I move the account to another server to test. The one email account still fails to load webmail, while the other email accounts load webmail okay. On the failed webmail load, the page now returns: Oops... something went wrong! An internal error has occurred. Your request cannot be processed at this time. For administrators: Please check the application and/or server error logs for more information.
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  • cpanzy
    When i check in the users log file /home/username/logs/.php.error.log : [04-Dec-2022 22:41:44 Australia/Sydney] PHP Fatal error: Uncaught Error: Wrong parameters for MStilkerich\CardDavAddressbook4Roundcube\Db\DatabaseException([string $message [, long $code [, Throwable $previous = NULL]]]) in /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/src/Db/Database.php:112 Stack trace: #0 /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/src/Db/Database.php(112): Exception->__construct(NULL) #1 /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/carddav.php(1169): MStilkerich\CardDavAddressbook4Roundcube\Db\Database->startTransaction(false) #2 /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/carddav.php(339): carddav->deleteAddressbook('1') #3 /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_plugin_api.php(513): carddav->initPresets(Array) #4 /usr/local/cpanel/base/3rdparty/roundcube/index.php(155): rcube_plugin_api->exec_hook('login_after', Array) #5 {main} thrown in /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/src/Db/Database.php on line 112
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  • exone
    We have exactly the same problem. Webmail not work for some users. /home/username/logs/roundcube/errors.log [12-Dec-2022 13:14:20 +0100]: <2e5ebab2> DB Error: [19] NOT NULL constraint failed: carddav_addressbooks2.last_updated (SQL Query: UPDATE carddav_addressbooks2 SET last_updated=strftime('%s', last_updated)) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 566 (GET /cpsess0642668097/3rdparty/roundcube/index.php?_task=mail&_token=GqqrtgYOXl0p3DFkIGN2ZcGDqf8gW2dA) [12-Dec-2022 13:22:44 +0100]: DB Error: [19] NOT NULL constraint failed: carddav_addressbooks2.last_updated (SQL Query: UPDATE carddav_addressbooks2 SET last_updated=strftime('%s', last_updated)) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 566 (GET /cpsess8719983567/3rdparty/roundcube/index.php?login=1&post_login=48062845321127) [12-Dec-2022 13:22:44 Europe/Warsaw] PHP Fatal error: Uncaught Error: Wrong parameters for MStilkerich\CardDavAddressbook4Roundcube\Db\DatabaseException([string $message [, long $code [, Throwable $previous = NULL]]]) in /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/src/Db/Database.php:112 Stack trace: #0 /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/src/Db/Database.php(112): Exception->__construct(NULL) #1 /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/carddav.php(1169): MStilkerich\CardDavAddressbook4Roundcube\Db\Database->startTransaction(false) #2 /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/carddav.php(339): carddav->deleteAddressbook('1') #3 /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_plugin_api.php(513): carddav->initPresets(Array) #4 /usr/local/cpanel/base/3rdparty/roundcube/index.php(155): rcube_plugin_api->exec_hook('login_after', Array) #5 {main} thrown in /usr/local/cpanel/base/3rdparty/roundcube/plugins/carddav/src/Db/Database.php on line 112
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  • exone
    The sqlite database for roundcube is corrupted. If I delete all the /home/username/etc/username.rcube.* files, webmail starts working. How to repair rcube.db without losing contacts?
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  • cPRex Jurassic Moderator
    Details on the backup and restore process can be found here:
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  • exone
    I tested all copies of sqlite username.rcube.db.* but unfortunately it didn't help. The problem may not even be a damaged sqlite database but a plugin in roundcube. I disabled the carddav plugin in /usr/local/cpanel/base/3rdparty/roundcube/config/config.inc.php and webmail starts working :) This is a problem I think is carddav plugin or sqlite database in the sense that the table schema is not consistent with the carddav plugin DB Error: [19] NOT NULL constraint failed". [12-Dec-2022 13:14:19 +0100]: DB Error: [19] NOT NULL constraint failed: carddav_addressbooks2.last_updated (SQL Query: UPDATE carddav_addressbooks2 SET last_updated=strftime('%s', last_updated)) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 566 (GET /cpsess0642668097/3rdparty/roundcube/index.php?_task=mail&_token=lnJ3BVGBPPTlGok6ctIFsQFrAk3QaDn7) [12-Dec-2022 13:14:19 +0100]: DB Error: [19] NOT NULL constraint failed: carddav_addressbooks2.last_updated (SQL Query: UPDATE carddav_addressbooks2 SET last_updated=strftime('%s', last_updated)) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 566 (GET /cpsess0642668097/3rdparty/roundcube/index.php?_task=mail&_token=pT4FRg0rJidsgJRLPYleOhbAs44F1N08) [12-Dec-2022 13:14:20 +0100]: <2e5ebab2> DB Error: [19] NOT NULL constraint failed: carddav_addressbooks2.last_updated (SQL Query: UPDATE carddav_addressbooks2 SET last_updated=strftime('%s', last_updated)) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 566 (GET /cpsess0642668097/3rdparty/roundcube/index.php?_task=mail&_token=GqqrtgYOXl0p3DFkIGN2ZcGDqf8gW2dA) [12-Dec-2022 13:22:44 +0100]: DB Error: [19] NOT NULL constraint failed: carddav_addressbooks2.last_updated (SQL Query: UPDATE carddav_addressbooks2 SET last_updated=strftime('%s', last_updated)) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 566 (GET /cpsess8719983567/3rdparty/roundcube/index.php?login=1&post_login=48062845321127)
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  • cPRex Jurassic Moderator
    @exone - can you submit a ticket to our team so we can check this directly on that server?
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  • exone
    Ticket Id #94511664
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  • cPRex Jurassic Moderator
    Thanks for that - I'm following along on my end now.
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  • cPRex Jurassic Moderator
    In the ticket, our team was able to find a corrupted Roundcube database, and the account was confirmed to be working after fixing that.
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  • weetabix
    Details on the backup and restore process can be found here:
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  • cPRex Jurassic Moderator
    @weetabix - what file did you change? If it somehow got the roundcube databases out of sync, it might be easiest to restore from a backup.
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  • weetabix
    @weetabix - what file did you change? If it somehow got the roundcube databases out of sync, it might be easiest to restore from a backup.

    I did exactly this; [QUOTE] Starting in this folder: /home//etc// To restore to a previous version, either from the automatic copies made, or from a backup
    • Rename the file .rcube.db to .rcube.db.bak or move it out of the folder
    • Rename .rcube.db. (use the most recent copy first based on timestamp) to .rcube.db
    • Attempt to access RoundCube again

    I used the newest timestamp. What should I try to restore from backup? That same file?
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  • cPRex Jurassic Moderator
    Yes, you'd want to restore that file as that would have your contacts in it.
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  • weetabix
    Yes, you'd want to restore that file as that would have your contacts in it.

    Thank you, sorted!
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  • cPRex Jurassic Moderator
    I'm glad that's all it took!
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