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CPANEL-40730 - Webmail Reset Password Not Working

Amiga500
I was testing the Webmail Reset Password Link..... First of all from the Webmail Home page/Edit Your Settings/Contact Information, there are two boxes under Email: "Enter an email address to receive account notifications and password reset confirmations. " This box is prefilled with your main account email address. "Enter a second email address to receive account notifications and password reset confirmations." I assumed that the email address entered here would be the one that you would receive password reset notifications to when you forget your webmail password. I entered a different email address here. So, from the Webmail login page, I click the Password Reset link. It asks me to enter my User Name. I'm assuming this is the email address associated with my webmail account so I enter that in. Then it asks me to enter my Contact Email Address which I would assume would be the secondary email address in which you can receive password reset to, but the HINT shows my main webmail email address so I enter that in a second time. Then I click Send Security Code. My assumption at this point is that it would send a password reset notification to my secondary email address. But I don't receive any notifications to either email address. Not to my main webmail address nor to the secondary email address. So what's wrong?

Comments

31 comments

Date Votes
  • cPRex Jurassic Moderator
    Hey hey! That certainly all seems correct - do you see the system sending a notification at all when you check the /var/log/exim_mainlog file?
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  • Amiga500
    Hi. Well, unless there's a way to verify this via the WHM gui interface, I won't be able to check. If not, I'd have to have one of our linux engineers look into this.
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  • cPRex Jurassic Moderator
    Do you not have SSH access to the system? You should be able to check the WHM >> Mail Delivery Reports page to see if that message was sent at all.
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  • Amiga500
    I'm logged in as an Admin to the WHM. I will check the Mail Delivery Reports page. I see that and will check it now.
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  • Amiga500
    I'm searching for both email addresses as the recipient and nothing shows up in the logs. What would be the sending address for those notifications?
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  • cPRex Jurassic Moderator
    Usually it would be "root@hostname" but if the recipient isn't in there, they likely aren't being sent. Was the email address hint the correct contact and not a random email address? The contact email for email addresses is actually different than the contact email for the cPanel account. If you open the cPanel interface for the cPanel user, then click on 'User Manager' under 'Preferences', you should be able to click 'Edit' under the email accounts listed there. On that page, you can specify the 'Contact Email Address' that can be used for password resets. Can you make sure that is also set properly?
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  • Amiga500
    The email address hint was my webmail email address. I checked the "Contact Email Address" for my account and it is blank. What does this option have to do with password resets? Customers (users) do not have access to these options. What the heck is "Enter an email address to receive account notifications and password reset confirmations" in Webmail used for then?
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  • Amiga500
    The email address hint was my webmail email address. I checked the "Contact Email Address" for my account and it is blank. What does this option have to do with password resets? Customers (users) do not have access to these options. What the heck is "Enter an email address to receive account notifications and password reset confirmations" in Webmail used for then?

    I also noticed that if I do a Password Reset and when it asks for User Name, instead of entering my email address I enter the prefix to my email address without the domain and then it proceeds and asks me to enter my contact email address and the HINT this time does not reflect any email address I've ever seen.
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  • cPRex Jurassic Moderator
    I also noticed that if I do a Password Reset and when it asks for User Name, instead of entering my email address I enter the prefix to my email address without the domain and then it proceeds and asks me to enter my contact email address and the HINT this time does not reflect any email address I've ever seen.

    This seems normal - if the address doesn't match, the hint is fake to not give any clues about real email addresses on the server. I did some more research and it looks like the webmail password reset feature is broken and we're working on that in case CPANEL-40730. I'll be sure to update this thread as I get more details about that.
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  • Amiga500
    This seems normal - if the address doesn't match, the hint is fake to not give any clues about real email addresses on the server. I did some more research and it looks like the webmail password reset feature is broken and we're working on that in case CPANEL-40730. I'll be sure to update this thread as I get more details about that.

    Okay, sounds good. Thank you for looking into this. Looking forward to hearing when this feature in Webmail is fixed as I'm sure we will have customers asking about it. We only have a handful of users migrated so far and I'm doing a lot of testing and documentation preparing for the big migration coming up. So, what is the " Contact Email Address" used for under Preferences/User Manager? Just a place where an Admin can set a contact email address for a customer without having to go into webmail?
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  • cPRex Jurassic Moderator
    The main "Contact Email Address" is the overall contact for the cPanel account, and should not be related to email.
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  • Amiga500
    The main "Contact Email Address" is the overall contact for the cPanel account, and should not be related to email.

    Okay that makes sense, but if you click on the "?" next to "Contact Email Address" it says " The system sends account notifications and password reset confirmations to this email address." Maybe that should be removed?
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  • cPRex Jurassic Moderator
    That's overall password resets, not email account password resets.
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  • Amiga500
    Hi, just checking in to see if there's been any progress with CPANEL-40730? Thank you.
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  • cPRex Jurassic Moderator
    Unfortunately it doesn't look like there has been any updates.
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  • Amiga500
    Hi. I know this feature is broke and cPanel is working on it but I want to make sure that they address another issue I noticed with this feature...... So, when you click "Reset Password" from the webmail login page, you enter your email address, and then it asks you to enter your contact email address so that it can send you a security code. (this features is obviously broke) But, I noticed that it only allows you to enter your primary email address not your secondary contact email address. It doesn't recognize the configured secondary contact email address. This is an issue if you are a webmail only user. You don't have access to your emails if you forgot your password. They should also have the option to receive a text message or something.... Anyway, maybe this feature will be revamped and these items will be addressed when it's fixed. I just thought I'd mention it now so we don't have to address it later.
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  • Amiga500

    Hi,

    Checking in to see if there are any updates for CPANEL-40730?  Thank you.

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  • cPRex Jurassic Moderator

    I see it has been assigned to a development team, but that's all the information I have at this time.

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  • Alejandro P

    Hey there! Just wanted to check in and see if this missing feature has decided to grace us with its presence yet.

    We're starting to wonder if it's joined the secret society for delayed Cpanel features. Any updates would be greatly appreciated, as our staff are beginning to consider offering sacrifices to the tech gods in hopes of a speedy resolution. Thanks a bunch!

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  • Amiga500
    • Edited

    Doesn't appear so. I tried the password change process and it failed. I guess they are still working on it. Maybe cPanel can provide an update.....

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  • cPRex Jurassic Moderator

    I just checked and I don't see any updates on my end.  I did let the team know people are still asking about this.

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  • Amiga500

    cPRex.  Cool Thank you!

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  • plateau_dustind

    Any update on this? 

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  • cPRex Jurassic Moderator

    At this point I don't have any updates on the case - I did reach out to the team, and they are aware, but haven't started working on it yet.

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  • Amiga500

    Wow, they haven't even started working on this yet?  Isn't this sort of a critical issue?  

    Frustration for the user who can't access their emails because they can't reset their own password which then may affect productivity. This also creates more work for the Help Desk who has to change the password for them. Also, what if a user needs to reset their password after hours but doesn't have access to their Help Desk until the morning?

    I would think this would be a high priority fix!

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  • Lawrence Xue

    I have the same issue. The webmail service has not been working since I setup my email account. I had to rely on outlook to check emails. 

    Now the cPanel port 2083 is not working as well (white screen after login), and I cannot find a solution...

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  • cPRex Jurassic Moderator

    Lawrence Xue - this is a separate issue from what this thread is about - can you please make a new thread with details about your specific issue?

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  • Lawrence Xue

    cPRex How do I make a new thread? I tried to make a technical support ticket but I couldn't find the WHM credentials therefore cant find the licensed IP address. 

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  • cPRex Jurassic Moderator

    You can click the "New Post" button in the top right here - https://support.cpanel.net/hc/en-us/community/topics/19044605534487-Email

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  • cPRex Jurassic Moderator

    Alright - I did reach out to the team about this, and it looks like there was a fix in place at one point, but some changes with the Manage Team feature caused a problem with that fix, so they are still looking into a permanent option.  I'll be sure to post if I hear something!

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