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Weird issue with webmail

Answered

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16 comments

  • cPRex Jurassic Moderator

    Hey there!  Do you have root access to the server?  In the past I have seen where cPHulk was restricting access to a mailbox due to brute force login attempts, so that is one possible explanation as t why only one email account is experiencing the issue.  If you don't have root access to the server, you would need to have your hosting provider check this behavior.

    If you have command line access for your account and are comfortable using that tool there are manual ways to stop the redirect from happening.  But once again, if not, you would need to speak with your host, and I doubt that changing that setting will get the login working normally.

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  • Frank Lowy

    Hi, yes root access is available, command line is also possible.

    So what to do?

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  • cPRex Jurassic Moderator

    You can run the following command to remove the automatic login from the account:

    echo "" > /home/username/.cpanel/nvdata/email@address.com_default_webmail_app

    This is the same as editing the file and removing the "roundcube" entry present there.

    I would also recommend checking WHM >> cPHulk Brute Force Detection to see if there are any entries related to that user or email account.

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  • Frank Lowy

    Thanks, now at least the jupiter platform is opening for this particular account, but when I click on roundcube, to check through webmail the emails, then its still opening with asking for username and password and still shows "login failed" even when its the right credentials. cPHulk did show me an IP address today from the netherlands witch tried to access this particular email account, I did block this IP address.

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  • cPRex Jurassic Moderator

    In the History Reports for cPHulk, do you see anything related to that email address?  If you reset the password for the account does that get things working?

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  • Frank Lowy

    ok, now it worked, after I've blocked the IP address from the netherlands. Thank you very much for your help

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  • cPRex Jurassic Moderator

    I'm glad I was able to get you pointed in the right direction!

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  • Luis Falcon

    Hello!, I have the exact same problem right now, only one email on a cpanel account with dozens of other emails that works fine.

    I searched cphulk for the user and found nothing, I flushed cphulk tables and still nothing, I even disabled cphulk entirely and still not working, I tries different browsers, I tried private windows... nothing..

    This is the maillog of the event, this happens when I click on the roudcube logo inside webmail:

    tail -f maillog | grep username

    Jun 25 16:12:52 hostname dovecot[1592012]: imap-login: Login: user=<username@domain.com>, method=PLAIN, rip=::1, lip=::1, mpid=1602974, secured, session=<iovyMr4bWpAAAAAAAAAAAAAAAAAAAAAB>

    Jun 25 16:12:52 hostname dovecot[1592012]: imap(username@domain.com)<1602974><iovyMr4bWpAAAAAAAAAAAAAAAAAAAAAB>: Disconnected: Logged out in=29, out=611, bytes=29/611

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  • Luis Falcon

    BTW Logging in with an email client works fine (airmail)

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  • cPRex Jurassic Moderator

    Luis Falcon - does accessing the email account through the cPanel interface work?

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  • Luis Falcon

    It happens in any scenario:
    - Logging into whm, then clicking on the cpanel link on list accounts, then on the "check email" in the email section inside cpanel.

    - Logging into domain.com/cpanel then clicking the "check email"  button by the email section (in a different browser)

    - Logging into domain.com/webmail with the particular user credentials. You can log into webmail without problems, but when you click on the roundcube link it happens. (different browser and/or private window)

    All with the same result

    BTW, how do you tag someone on this forum?

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  • cPRex Jurassic Moderator

    As with most forums, typing "@" followed by the username will tag the user.

    Since the issue is also happening with webmail, do you see anything in the cPanel log (/usr/local/cpanel/logs/error_log) or the Roundcube log (https://support.cpanel.net/hc/en-us/articles/360054983694-Where-can-I-find-the-Roundcube-error-log) ?

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  • Luis Falcon

    cPRex

    Just to clarify: the user can log into webmail section without a problem, the problem is when he tries to enter roundcube.

    Okay, the cpanel error log shows nothing at the time of clicking the link, but rouncube error log shows a very weird error.
    The log is in: /home/username/logs/roundcube/errors.log

    The error:

    tail -f /home/username/logs/roundcube/errors.log 

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> DB Error: [1] no such table: session (SQL Query: SELECT "vars", "ip", "changed", datetime('now') AS ts, CASE WHEN "changed" < datetime('now', '-600 seconds') THEN 1 ELSE 0 END AS expired FROM "session" WHERE "sess_id" = 'f37c53eaaccdeb1cda5be2c9a1e3e91c') in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> DB Error: [1] no such table: session (SQL Query: DELETE FROM "session" WHERE "sess_id" = 'f37c53eaaccdeb1cda5be2c9a1e3e91c') in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> DB Error: [1] no such table: users (SQL Query: SELECT * FROM "users" WHERE "mail_host" = 'localhost' AND "username" = 'user@domain.com') in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> DB Error: [1] no such table: users (SQL Query: INSERT INTO "users" ("created", "last_login", "username", "mail_host", "language", "preferences") VALUES (datetime('now'), datetime('now'), 'user@domain.com', 'localhost', 'en_US', 'a:0:{}')) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> PHP Error: Failed to create new user in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_user.php on line 726 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> PHP Error: Failed to create a user record. Maybe aborted by a plugin? in /usr/local/cpanel/base/3rdparty/roundcube/program/include/rcmail.php on line 813 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> DB Error: [1] no such table: session (SQL Query: DELETE FROM "session" WHERE "sess_id" = 'f37c53eaaccdeb1cda5be2c9a1e3e91c') in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

    [27-Jun-2024 02:25:54 -0600]: <f37c53ea> DB Error: [1] no such table: session (SQL Query: INSERT INTO "session" ("sess_id", "vars", "ip", "changed") VALUES ('f37c53eaaccdeb1cda5be2c9a1e3e91c', 'bGFuZ3VhZ2V8czo1OiJlbl9VUyI7dGVtcHxiOjE7cmVxdWVzdF90b2tlbnxzOjMyOiJUNnVwUU1wQzBTTTN3RDBLeVRpOGt5UWZiZ3pzOWN1SCI7', '111.222.333.144', datetime('now'))) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsessxxxxxxxxxx/3rdparty/roundcube/index.php)

     

    That "no such table --" is a little bizarre since all other users on the same account have no problems at all.

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  • cPRex Jurassic Moderator

    Thanks for those details - that's exactly what I needed to see.  Can you try the fix mentioned here?

    https://support.cpanel.net/hc/en-us/articles/4404600904471-Can-t-login-to-Roundcube-due-to-database-is-corrupted

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  • Luis Falcon

    Bingo!

    Thanks for your help cPRex !

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  • cPRex Jurassic Moderator

    I'm glad it worked!

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