Mail user's password not Working

Expertic

• July 01, 2025 08:16

Hello there,

I'm having a recurring issue that I haven't been able to pinpoint.
Some email users' passwords suddenly stop working, and the only solution I've found is to reset their password — even if I set it back to the same one they were already using.

I've checked the logs (grep -a passwd_pop /usr/local/cpanel/logs/access_log), and the only password change entries I see are the ones I've made myself during the resets.

I'm running WHM version 128.0.15, but this issue has been happening for about a year now.

Thanks all of you for the assistance.

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  cPRex Jurassic Moderator

  • July 01, 2025 16:38

  Hey there!  When the password stops working, is the user not able to log in through webmail?  What error shows up in the cPanel log when the failed login happens?  

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  Expertic

  • July 02, 2025 06:16

  Hello there,

  The user is not capable of using Webmail either. The message i got is: "The User name is not valid" ("El nombre de usuario no es válido").

  What logs can i show you to check this problem?

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  cPRex Jurassic Moderator

  • July 02, 2025 13:38

  It's always best to start by checking the main cPanel log at /usr/local/cpanel/logs/error_log while you reproduce the error to see what that says.

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  Expertic

  • July 04, 2025 07:01

  Hello there,

  i've been looking into that log and i cant find any trace of an error in this case.

  This error seems random to me.

  i've observed two cases:
  -that it happens when there is an update but not always.

  -The users have iPhone/IOS

  I'll check for more clues

  Thank you

   

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