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Webmail Cannot Send Attachment

mesranet

Dear cPanel

I have problem with one of my client domain with they webmail, the email can send out without any problem, but when come with attachment, the browser Firefox will pop up with stay or leave notification  and if i click any of stay on page, it will turn to Server Error (OK) but the attachment isnt done at all, when i send out its not with attachment

Please help. TQ

 

Comments

20 comments

Date Votes
  • cPRex Jurassic Moderator
    • Edited

    Hey there!  I'm not familiar with any specific popup when sending an attachment.  Have you checked the error log in cPanel (/usr/local/cpanel/logs/error_log) or one of the Roundcube logs to see if there is more information there?

    https://support.cpanel.net/hc/en-us/articles/360054983694-Where-can-I-find-the-Roundcube-error-log

    That would be the first place I would check to see if you can find more details on the issue.

    It may also be a good idea to have the client try a different browser just to ensure there isn't something in their specific Firefox install that is leading to this issue.

    0
  • mesranet

    Dear Sir

    Its doesnt related with browser, i test many browser and its still same problem, i test with different domain on same server hosted and no issue at all, only that domain having a problem, i monitor the

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

    But only found as below:

    [24-Apr-2024 00:41:39 Asia/Kuala_Lumpur] [CPANELICSIMPORT: Touch file /home/bwtms/.cpanel/icals/.cpanel_ics_import_zainulhalim@bwtms.com.my exists for zainulhalim@bwtms.com.my and cpanel_run_once is true, exiting]
    [24-Apr-2024 00:41:39 Asia/Kuala_Lumpur] [CPANELVCFIMPORT: Touch file /home/bwtms/.cpanel/vcards/.cpanel_vcf_import_zainulhalim@bwtms.com.my exists for zainulhalim@bwtms.com.my and cpanel_run_once is true, exiting]
    [24-Apr-2024 00:41:39 Asia/Kuala_Lumpur] PHP Warning:  Undefined array key "message" in /usr/local/cpanel/base/3rdparty/roundcube/program/include/rcmail_action.php on line 239
    [24-Apr-2024 00:41:39 Asia/Kuala_Lumpur] PHP Warning:  Undefined array key "message" in /usr/local/cpanel/base/3rdparty/roundcube/program/include/rcmail_action.php on line 239
    [24-Apr-2024 00:41:52 Asia/Kuala_Lumpur] PHP Warning:  Undefined array key "message" in /usr/local/cpanel/base/3rdparty/roundcube/program/include/rcmail_action.php on line 239
    [24-Apr-2024 00:41:52 Asia/Kuala_Lumpur] PHP Warning:  Undefined array key "message" in /usr/local/cpanel/base/3rdparty/roundcube/program/include/rcmail_action.php on line 239

     


    [24-Apr-2024 00:42:02 Asia/Kuala_Lumpur] PHP Deprecated:  preg_match(): Passing null to parameter #2 ($subject) of type string is deprecated in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/bootstrap.php on line 155
    [24-Apr-2024 00:42:02 Asia/Kuala_Lumpur] PHP Deprecated:  preg_match(): Passing null to parameter #2 ($subject) of type string is deprecated in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/bootstrap.php on line 155

    Please help

     

    0
  • cPRex Jurassic Moderator

    Thanks for the additional details - those log entries don't seem to be related to the error.

    Could you post a screenshot of the popup you're seeing?

    0
  • mesranet

    Hi

    I just found this when i dlick on Attach a file -> Select a file, Open, then on error log  shown as below:

    [24-Apr-2024 01:06:18 +0800]: <4bb8320a> DB Error: [1] no such table: calendars (SQL Query: SELECT *, "calendar_id" AS id FROM "calendars" WHERE "user_id" = '1' ORDER BY "name") in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 564 (POST /cpsess6593721995/3rdparty/roundcube/index.php?_task=mail&_action=refresh)
    [24-Apr-2024 01:06:18 +0800]: <4bb8320a> DB Error: [1] no such table: caldav_calendars_merged (SQL Query: SELECT *, calendar_id AS id
                    FROM caldav_calendars_merged
                    WHERE user_id='1'
                    ORDER BY name) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 564 (POST /cpsess6593721995/3rdparty/roundcube/index.php?_task=mail&_action=refresh)

    Please help. TQ

     

    0
  • mesranet

    0
  • cPRex Jurassic Moderator

    In the bottom right there is a server error mentioned.  I would expect that to show up in the main cPanel log.  Is there nothing there when you try and reproduce the issue?  If not, it would be best to create a ticket so we can do some additional troubleshooting.

    0
  • mesranet

    Hi,

    Trying to create a ticket, i dont know is it correct step or what, but it will ask to refer to NDCHost

    What should i do ? I try to refer to NDCHost, but the problem doesnt solve, So how ?

    TQ

    0
  • cPRex Jurassic Moderator

    You'd have to reach out to your hosting provider, and then they would escalate the issue to us if they can't resolve it.

    0
  • mesranet

    What hosting provider ? Im host the server by my own, NDC Host is only i buy a cPanel license since more then 10 years ago, What the hell happen to cPanel support ? Is take very long time to contact NDC Host and how to speed up to solve my client issue ?

    0
  • cPRex Jurassic Moderator

    NDChost would be the one to provide support for that license, yes.

    0
  • mesranet

    Hi

    Until today i cant solve the issue of Server Error! (error), the only thing is differ compare to other domain name on the same server is below error i found from /home/user/logs/roundcube/errors_log:

    [09-May-2024 05:23:07 +0800]: <058e6785> DB Error: [1] no such table: calendars (SQL Query: SELECT *, "calendar_id" AS id FROM "calendars" WHERE "user_id" = '1' ORDER BY "name") in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 564 (POST /cpsess6580840753/3rdparty/roundcube/index.php?_task=mail&_action=refresh)

    Seem the above error are appear every minute

    So i try to install Calendar and Contact Plugins, after finish installation, i try to logon webmail but now is another issue, after enter the email address and password, the page is stuck at 'Login successful Redirecting, so i try to uninstall the  'Calendar and Contact Plugins; and i try again to relogin webmail and now its ok, but the issue of 'Server Error! (error) are still happen everytime i try to attach a file

    Now i dont know how to solve this, headache and helpless!

     

    0
  • cPRex Jurassic Moderator

    Can you try the workaround here to see if that helps?

    https://support.cpanel.net/hc/en-us/articles/360051956994-How-To-Fix-A-Corrupted-RoundCube-SQLite-Database

    0
  • mesranet

    Dear Sir

    I did try by remove for example user that i do for a test, user.rcube.db and try to relogin, no issue of login, but to attach a file is still have a problem, Server Error! (error)

    I'm also doing a backup by --skiphomedir <user> and restore it to other server, then i doing a rysnc -av /home/user folder between problem server to the test server, and login without modify the DNS for pointing, great, the attachment is work, but after 24 hours i modify the DNS to the test server, the problem happen again, Server Error! (error), Arghhhhhhhhhh

    Seriously i dont know what to do

    0
  • cPRex Jurassic Moderator

    It would be best to create a ticket on the issue at this point so we can take a look.

    0
  • mesranet
    • Edited

    Hi Sir

    Its turning back to ealier post, i have to reported to NDCHost and i did, he also refused to contact cPanel to open the ticket what so ever, he also ask me to transfer the license to cPanel for the support, my monthly cPanel license are until First of June, so what should i do ? The client keep barking me to solve the issue as soon as possible and currently they have to use Outlook instead of Webmail, i do lot of testing and i dont know now what next ?

    Please help.

    0
  • cPRex Jurassic Moderator

    You can always cancel the license and then purchase one through us.  I've also let my manager know about NDCHost's reply to that situation.

    0
  • mesranet

    Hi

    If i cancel the license how about what i paid for first of May payment ? Burn just like that ? And how about down time when i cancel it ? Of course all my hosted client for that server are getting mad

    Please help me to solve this

     

    0
  • cPRex Jurassic Moderator

    The payment issue would be between you and the place that manages the current license.  On our end we do offer pro-rated refunds in most cases.

    You would cancel the license, order a new one, and then run /usr/local/cpanel/cpkeyclt to refresh the license key.  The whole operating is quick and only limited by how fast you can place the order and type.  No websites go offline during this process, although you won't be able to access cPanel or WHM.

    -1
  • mesranet

    Hi

    Due to cPanel support over ticket are very slow, i post here again the clue pointed to the problem, if i access via https://webmail.domain.com, of course i gonna face an issue with attachment for the error Server Error! (error), but if i access via hostname https://xxx.xxxxxx.com/webmail, theres will be no issue for add any file for attachment, no more Server Error! (error), so what cause of that ?

    Please help. TQ

     

    0
  • mesranet

    Hi

    Now i think i found the what is the root cause, its about cloudflare and client enable proxy, arghhhhhhhhh, i ask client to turn it off now and dlet see

     

    1

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