Cannot log into an email account but all others work fine
Hello everyone.
I hope you can help me here.
One of our cpanel accounts: aquaxxxx.cl has several email accounts but, for some reason since last Thursday one of those emails melena.mxxxx@aquaxxx.cl shows an error I cannot find a solution for.
When trying to access it, from the webmail port or URL or even with the Check Email button at cPanel, I cannot access. Every time, first, you see a successful login it in the cPanel Webmail page, then, it jumps to a RoundCube page and says the account or password are incorrect.
What did I try:
1. Changing password: Did not work.
2. Deleting and creating account. Same error happens.
3 Create a different account for double checking. Account worked fine.
4. Whitelisted the IP and tried again. Did not work
5. Clean cookies and cache and try everything again. Did not worked.
6. Tried with different devices and IPs, Did not worked
7. Tried with via proxy. Did not work.
8. Ask for support to our hosting service, they had the same problem. Later on, they said the could log in, but I have no screenshot to verify.
I have no more ideas how to find out what is going on.
I have a screenshot video I can share: https://drive.google.com/file/d/1LbJ4von3zwZMp4nuMdgeONh3MyzhOINP/view?usp=drive_link
In advance, thanks a lot.
aB
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Hey there! Thanks for that video. The first thing I'd check for this would be the cPanel error log at /usr/local/cpanel/logs/error_log to se if there are any issues reported there. You could also check the Roundcube log directly at /var/cpanel/roundcube/log/errors or /home/username/logs/roundcube/errors.log, whichever exists.
I would hope that one of those locations has a log that shows some helpful information.
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Thanks cPRex.
I honestly do not know how to interpert all this. So I uploaded a PDF of each log hoping you can help me here.
https://drive.google.com/file/d/16zxCZ_KUBI0xvNLEdVsmeLzMhq6h68xs/view?usp=sharing
https://drive.google.com/file/d/19ii0kD0MEU0YIU1Gk5CnvYUTdH6ln97n/view?usp=sharing
https://drive.google.com/file/d/1mBh-tq8bxv1F76JPRVmnh1axJa9GbB3Q/view?usp=sharing
Again, thanks a lot in advance.
Regards
aB
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I don't believe uploads of the logs will be helpful. The best thing to do would be to watch the log files in real-time with this command:
tail -f /usr/local/cpanel/logs/error_log
while you try and access the interface, reproducing the error. Seeing the entire log likely isn't going to give us relevant details.
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The pdf logs linked are incomplete and cut off so they are normally not very helpfull.
However I did notice that on the last page of the last submitted pdf it mentions there is a write error due to posibly being out of diskspace related to /usr/local/cpanel/ba (it cuts of here)
You might want to take a look at that line in the logs and check if the related of the disk is showing signs of low storagespace. As you said support was able to login later again which might mean it just had enough space to continue with the login and in might just be random which account runs into the issue depending on storage situation at the exact moment of the login attempt.
In addition I am noticing a DB error with failed table for Carddav
This seems awefully similar to one we encountered a few months ago with regards to case HB-7854.
https://support.cpanel.net/hc/en-us/articles/25845651314839-v120-Unable-to-access-Roundcube-webmail-DB-Error-in-view-caldav-calendars-merged
Keep in mind this is a hunch it might be wrong as such I would suggest following the advice cPRex gave and limit the log to the reproducible action. In addition I would not run any commands from HB-7854 solution untill any cPanel official says it is indeed related. As it most likely require targeting a different table, record.
Best of luck with the error.0
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