Webmail/Roundcube Login problem for all users

Unnamed User

June 04, 2024 13:56

Hi,

From today morning, when any user is logging into their webmail, they are getting the following error:

{"action":"login","exec":"window.setTimeout(function(){ rcmail.redirect('/cpsess4197424835/3rdparty/roundcube/?_task=mail',true); }, 0);"}

I created a new email account and that also gets the same problem. The mobile / IMAP and email clients using POP3/IMAP are all working fine. No services are showing as down.

Please let me know what should be done.

Thank you!

Comments

17 comments

cPRex Jurassic Moderator

June 04, 2024 14:06
Hey there! That one line doesn't give me much information to work from. Do you see any additional details in the cPanel error log (/usr/local/cpanel/logs/error_log) or the Roundcube error log (https://support.cpanel.net/hc/en-us/articles/360054983694-Where-can-I-find-the-Roundcube-error-log)?
0
Unnamed User

June 04, 2024 14:21
Hi,

In the Roundcube error log I saw this:

[04-Jun-2024 11:18:45 +0530]: <1dd33bf6> DB Error: [1] no such table: carddav_migrations (SQL Query: SELECT "filename" FROM carddav_migrations) in /usr/local/cpanel/base/3rdparty/roundcube/program/lib/Roundcube/rcube_db.php on line 577 (GET /cpsess5965819411/3rdparty/roundcube/index.php?_task=mail&_action=keep-alive&_remote=1&_unlock=0&_=1717429983072&login=1&post_login=91245001814702)

In the cPanel server error log I see the following a lot:

[2024-06-04 17:09:04 +0530] info [webmaild] Internal Server Error: "GET /data:image/x-icon;base64,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 HTTP/1.1" 500 Error ID 13490154e805b

cpsrvd 13490154e805b: Cpanel::Exception::IO::FileCreateError/(XID 67b54s) The system failed to create the file ‚Äú/var/cpanel/caches/showtemplate.stor/.tmp.b59a4.login_template_webmaild_en_data%3aimage_x-icon%3bbase64%2cAAABAAEAICAAAAEAIADSAgAAFgAAAIlQTkcNChoKAAAADUlIRFIAAAAgAAAAIAgGAAAAc3p69AAAAplJREFUWIXt1j2IHGUYB_DfOzdnjIKFkECIVWIKvUFsIkRExa9KJCLaWAgWJx4DilZWgpDDiI0wiViIoGATP1CCEDYHSeCwUBBkgiiKURQJFiLo4d0eOxYzC8nsO9m9XcXC%2b8MW%2b3z%2b9_l6l2383xH%2biSBpElyTdoda26xsDqp_h0CVZ3vwKm7tMBngAs7h7eRYebG6hMtMBHbMBX89vfARHprQ5U8cwdFQlIOZCVR5di1%2bw_wWXT_EY6EoN5NZCODuKZLDwzgSMCuBe2fwfX6QZwtpWzqfBBtLC3txF_ZhxKbBGx0EfsTJS77vwmGjlZrD4mUzUOXZjVjGI65cnTXchB8iupdDUb7QinsQZ7GzZftdQj2JVZ49iC_w6JjksIo7OnS9tiA5Vn6GtyK2%2b1MY5NkhfGDygVrBAxH5WkPuMjR7_3UsUFLl2Q68s4XkA3ws3v9zoSjX28Kr5wL1xrTxa6ou%2bf6OZGvqPg9v1wZeaUjcELE_DVfNhWFSvy_enOIZ9eq1sTokEMNLWI79oirP8g6fXpVnh7GEvY1sV_OJ4f0UhyKKk6EoX4x5pEkgXv6L6OM99YqNw_c4kXSwG5nkIfpLCynuiahW1GWeJHkfT4aiXO9atz1XcD6I6yLyHu6bIPk6Hg9FeYZ63y9EjBarPDvQ8VJ1nd9V3D4m%2bRncForyxFCQ4hSeahlej88Hefauurdwaufr5z_F_ZHAX6nL%2bmZE18e36IWiHLkFocqzW9QXcNz1%2bwUHxJ_f10JRPjvGP4pk_vj5L3F8AtufdD%2b_p6dJDknzX%2b05fDLGtife_766t9MRgFCUffWTudwE3AqBlVCUf0xLYGTQqzzbhydwJ3Y34g318J1tmX%2b‚Äù with permissions ‚Äú0600‚Äù (as [asis,EUID]: 0, [asis,EGID]: 0) because of the following error: File name too long

at /usr/local/cpanel/Cpanel/FileUtils/Write.pm line 197.

Cpanel::FileUtils::Write::_write_to_tmpfile("/var/cpanel/caches/showtemplate.stor/login_template_webmaild_"..., "\x{a}<!DOCTYPE html>\x{a}<html lang=\"en\" dir=\"ltr\">\x{a}<head>\x{a} <meta "..., undef, CODE(0x1b103a8)) called at /usr/local/cpanel/Cpanel/FileUtils/Write.pm line 127

Cpanel::FileUtils::Write::overwrite("/var/cpanel/caches/showtemplate.stor/login_template_webmaild_"..., "\x{a}<!DOCTYPE html>\x{a}<html lang=\"en\" dir=\"ltr\">\x{a}<head>\x{a} <meta "..., undef) called at /usr/local/cpanel/Cpanel/Server.pm line 1536

Cpanel::Server::process_login_template(Cpanel::Server=HASH(0x353b580), __CPANEL_HIDDEN__, __CPANEL_HIDDEN__, 1, __CPANEL_HIDDEN__, 0, __CPANEL_HIDDEN__, __CPANEL_HIDDEN__, ...) called at /usr/local/cpanel/Cpanel/Server.pm line 2319

Cpanel::Server::process_and_send_login_template(Cpanel::Server=HASH(0x353b580), "login", "HTTP/1.1 200 OK\x{d}\x{a}Set-Cookie: webmailrelogin=no; HttpOnly; exp"..., HASH(0x3741f00)) called at /usr/local/cpanel/Cpanel/Server.pm line 964

Cpanel::Server::badpass(Cpanel::Server=HASH(0x353b580), __CPANEL_HIDDEN__, 1, __CPANEL_HIDDEN__, 1) called at cpsrvd.pl line 5747

cpanel::cpsrvd::handle_auth() called at cpsrvd.pl line 1371

cpanel::cpsrvd::handle_one_connection(11) called at cpsrvd.pl line 1148

cpanel::cpsrvd::script() called at cpsrvd.pl line 447

Please let me know.

Thank you!
0
cPRex Jurassic Moderator

June 04, 2024 14:27
Thanks for those details - that's exactly what I needed to see.

Can you try running this to see if that takes care of the issue?
```
/opt/cpanel-ccs/bin/populate_mailuser_directory_for_ccs --import-account
```
It's an older case, but there are more details here: https://support.cpanel.net/hc/en-us/articles/10775264561047-CCS-calendars-missing-after-upgrading-to-version-11-106-0-11

Could you also let me know what version of cPanel you're using?
0
Unnamed User

June 04, 2024 14:34
The command returned the following error:
[root@s1 ~]# /opt/cpanel-ccs/bin/populate_mailuser_directory_for_ccs --import-account
bash: /opt/cpanel-ccs/bin/populate_mailuser_directory_for_ccs: No such file or directory
0
Unnamed User

June 04, 2024 14:34
OS

AlmaLinux v8.10.0 STANDARD standard

cPanel Version

120.0.9
0
cPRex Jurassic Moderator

June 04, 2024 14:36
Thanks for that - I wouldn't expect that command to work on version 120.

In version 120 it would be best to rebuild the Roundcube database with the details here: https://support.cpanel.net/hc/en-us/articles/360051956994-How-To-Fix-A-Corrupted-RoundCube-SQLite-Database
0
Unnamed User

June 04, 2024 14:53
Hi,

I tried that but didnt work. Please note I created a user after this issue was reported and I tried to login using that and I was able to replicate the issue and then reported it to you. I now removed the .db file from the mentioned folder which was around 450kb and I tried to login webmail and it again gave the same error.

I also have noted that I am able to access the webmail of all users who are unable to login to webmail by logging into the domain's cpanel and from there accessing their webmail. I dont see any error accessing the email that way, but of course that is something the users cant do and as such not a workaround.

Please let me know what next steps you want me to do.

Thank you,

Somnath
0
cPRex Jurassic Moderator

June 04, 2024 14:54
Does your error seem like this?

https://support.cpanel.net/hc/en-us/articles/23010721161751-Roundcube-is-not-accessible-with-502-error
0
Unnamed User

June 04, 2024 14:56
No. not at all. It is like the one below.
0
cPRex Jurassic Moderator

June 04, 2024 14:57
It's probably best to submit a ticket so this can be examined directly on the server.
0
Unnamed User

June 04, 2024 14:58
Unfortunately, the new cPanel policy and I am with OVH, I am denied that option.
0
Unnamed User

June 04, 2024 15:17
What options do I have? Also, can I migrate the license? If so how?
0
cPRex Jurassic Moderator

June 04, 2024 15:58
You are able to change the license to one purchased through us directly. Just cancel the existing license and purchase one through store.cpanel.net and then run this command to update the details on the server:
```
/usr/local/cpanel/cpkeyclt
```
0
Unnamed User

June 04, 2024 16:03
I restarted the server to no avail. Then ran all the update options,

Update server software

System Update

Upgrade to Latest Version

And then it seems to have got resolved!
0
cPRex Jurassic Moderator

June 04, 2024 16:05
That's great news! I can't say for sure why the update would have fixed that, but I'm glad it did!
0
Unnamed User

June 04, 2024 16:26
I ran Security Advisor, it showed the following:

dd KernelCare’s Free Symlink Protection.

This free patch set protects your system from symlink attacks. Add KernelCare’s Free Patch Set. Add KernelCare’s Free Symlink Protection. NOTE: This is not the full KernelCare product and service.

You can protect against this in multiple ways. Please review the following documentation to find a solution that is suited to your needs.

I distinctly remember having installed it. I clicked on the provided link to install it and it started running the Security Advisor again. Occurred the next time too. I am not sure if these are related but seems odd. Any idea if this is a new known issue? How to ensure that the tool is installed?

Thank you.
0
cPRex Jurassic Moderator

June 05, 2024 13:32
Can you create a new thread for this since it is a separate issue?
0

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dd KernelCare’s Free Symlink Protection.

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