Roundcube issue - mail missing

[Serra]

I'm having an issue with a customer and I'd like some advice on how to look for the problem.

A customer contacted me and said that she can't see email in her box that she knows was sent to her. I logged into her mail and I didn't see the mail either. (It was sent about 10 minutes prior).

I logged into the server (cPanel STABLE running Dovecot) and looked at her physical mail box and the message was sitting in her /cur directory and had a time stamp of 10 minutes prior.

I tried refreshing, hitting the "check for new mail" button and it wouldn't show up in Roundcube.

I hit the settings icon to check her "check for new message timer", which was fine, so no change, and when I hit the email icon, the message appeared in both of our displays. (a bit of a refresh delay on her side).

It is clear that the message was delayed at least 10 minutes before I started looking at the problem and at least another 5 minutes after I verified it was physically available myself. Once the problem clear, any message sent showed up as expected after that.

This isn't the first time this issue has been seen, but the first time I was able to see it myself, or get actual proof of the problem up close.

I was able to verify that my Roundcube mail box was working fine at the time.

[manokiss]

I have a similar problem with one client...when he login in Roundcube he dont see new messages in the Inbox, but if he click in another folder, for example the trash folder and then click back the inbox all the messages appear in the inbox.

He start having this problem after our cpanel update:

Release 42213 2009-12-16 18:45:35

Where i see there were a roundcube update to 0.3-stable so perhaps is related to this as he start having this problem after this update.

Note, i did try loggin with his email and this is not something happening to me BUT im using XP and he is using Vista Home Premium OS so i guess is an issue of Roundcube with Vista.

If anyone experiencing this problem please post here so i can make sure this is not just something happening to us and i can open a ticket requesting they check this problem in the cpanel build.

[cPanelDon]

I logged into the server (cPanel STABLE running Dovecot) and looked at her physical mail box and the message was sitting in her /cur directory and had a time stamp of 10 minutes prior.

To both Serra and manokiss, does the same issue occur when using SquirrelMail and Horde? This may or may not be an issue within Roundcube and how it caches data; the Roundcube cache is not controlled by cPanel.

I have a similar problem with one client...when he login in Roundcube he dont see new messages in the Inbox, but if he click in another folder, for example the trash folder and then click back the inbox all the messages appear in the inbox.

He start having this problem after our cpanel update:

Release 42213 2009-12-16 18:45:35

Where i see there were a roundcube update to 0.3-stable so perhaps is related to this as he start having this problem after this update.

What is the IMAP/POP3 server in-use on the system? The following command will show the current setup (please copy and paste the output):

# /scripts/setupmailserver --current

[manokiss]

Thanx Don,

Im checking with the client about squirrelmail and horde...until thene here is the setup info:

Current mailserver type: courier
Current storage format: maildir

Thanx!

[manokiss]

Hi Don,

Just wanted let you know with Horde or Squirrel is not happening, so probably is something in roundcube....just letting you know so you can take care of it.

Thanx and Happy New Year!

[ffeingol]

We're having the same RoundCube issue with one client. We use courier also. I had already asked them to try SquirrelMail as it looked like a RC issue but we have not heard back.

[cubicstream]

Same here ! Please release a patch or anything :-)

[cPanelDon]

We're having the same RoundCube issue with one client. We use courier also. I had already asked them to try SquirrelMail as it looked like a RC issue but we have not heard back.

To help gather more detail about the Roundcube issue, please provide the output from the following commands via root SSH access:

# grep '' /etc/*release /var/cpanel/envtype
# grep '' /usr/local/cpanel/version /var/cpanel/roundcube/version
# grep roundcube_db /var/cpanel/cpanel.config
# /scripts/setupmailserver --current

Additionally, it will help to know the following:
1.) Are the messages that appear missing always newly received, or is it affecting significantly older messages already existing in the Inbox?
2.) Do the messages display after the following two steps?
2.A) Log-out of Roundcube (via the Log-out link in Roundcube and not by closing the tab or window)
2.B) Clear/flush the browser cache and close all browser windows
3.) Is there any change in behavior after using Roundcube to compact the Inbox (and any other affected folders) and then re-performing step 2?

Same here ! Please release a patch or anything :-)

Please note that Roundcube is a third-party product and would depend on the vendor for issuing official patches; I don't have enough information to know which Roundcube bug might be involved, but if you have any details in this regard we would like to know.

For reference, cPanel version 11.25 uses the latest stable release of Roundcube version series 0.3. Per internal case ID #35890 there is a minor Roundcube version update queued for Quality Assurance testing in the cPanel/WHM BETA build tree; however, when I checked the official Roundcube change log for this minor version update it was not unquestionably clear to me if it would help the specific issue being encountered. For reference, here is a link to the Roundcube change log: Change Log - Roundcube Webmail

Here are a few additional resources for researching that I suggest:
Support - Getting help for Roundcube Webmail
FAQ - Roundcube Webmail
Known Issues - Roundcube Webmail
Bug tracker, Available Reports - Roundcube Webmail
Roundcube Webmail - Mailing Lists Search
RoundCube Webmail Community Forum

[Misiek]

Same issue here

/etc/redhat-release:CentOS release 5.4 (Final)
/var/cpanel/envtype:standard

/usr/local/cpanel/version:11.25.0-RELEASE_42400
/var/cpanel/roundcube/version:0.3-stable.cp4

roundcube_db=mysql


Current mailserver type: dovecot
Current storage format: maildir

The messagess show up pafter changing from options to inbox and only on some clients thats relativly strange

[ghinternet]

I have the same problem:

FreeBSD 7.2-RELEASE i386
/var/cpanel/envtype:standard

/usr/local/cpanel/version:11.25.0-RELEASE_42400
/var/cpanel/roundcube/version:0.3-stable.cp4

roundcube_db=mysql

Current mailserver type: cppop
Current storage format: mbox

[kmaw]

Has anybody found out anymore information on this issue? Here is my information, hopefully it can help.


/etc/redhat-release:CentOS release 5.4 (Final)
/var/cpanel/envtype:standard

/usr/local/cpanel/version:11.25.0-RELEASE_43473
/var/cpanel/roundcube/version:0.3-stable.cp4

roundcube_db=mysql

Current mailserver type: courier
Current storage format: maildir

1.) Are the messages that appear missing always newly received, or is it affecting significantly older messages already existing in the Inbox?
SEEMS TO BE NEWLY RECEIVED, NOT OLDER
2.) Do the messages display after the following two steps?
2.A) Log-out of Roundcube (via the Log-out link in Roundcube and not by closing the tab or window)
2.B) Clear/flush the browser cache and close all browser windows
NO, BUT THEY DO APPEAR AFTER NAVIGATING TO ANOTHER FOLDER, THEN BACK TO INBOX
3.) Is there any change in behavior after using Roundcube to compact the Inbox (and any other affected folders) and then re-performing step 2?
NO

This is the only reference to a similar issue I found, but they claim it was fixed 3 years ago:
#1484310 (New messages not shown in the message list) – Roundcube Webmail

[cPanelDon]

1.) Are the messages that appear missing always newly received, or is it affecting significantly older messages already existing in the Inbox?

SEEMS TO BE NEWLY RECEIVED, NOT OLDER

2.) Do the messages display after the following two steps?
2.A) Log-out of Roundcube (via the Log-out link in Roundcube and not by closing the tab or window)
2.B) Clear/flush the browser cache and close all browser windows

NO, BUT THEY DO APPEAR AFTER NAVIGATING TO ANOTHER FOLDER, THEN BACK TO INBOX

3.) Is there any change in behavior after using Roundcube to compact the Inbox (and any other affected folders) and then re-performing step 2?

NO

The symptoms described lead me to believe it may be related to issues surrounding the caching that is performed by Roundcube.

To help narrow the possible causes I would suggest to temporarily disable Roundcube caching to see if the issue still occurs.

The following configuration file is used to toggle caching on ("TRUE") or off ("FALSE"):

/usr/local/cpanel/base/3rdparty/roundcube/config/main.inc.php

To check if caching is enabled or disabled, the following command may be used (via root SSH access):

# grep enable_caching /usr/local/cpanel/base/3rdparty/roundcube/config/main.inc.php

Here is a set of steps that can be used to disable caching temporarily:

# cd /usr/local/cpanel/base/3rdparty/roundcube/config/
# cp -pv main.inc.php main.inc.php.backup
# perl -p -i -e 's/^\$rcmail_config.*enable_caching.*TRUE\;/\$rcmail_config\[''\'\''enable_caching''\'\'']\ \=\ FALSE\;/g' main.inc.php

To re-enable caching all that is needed is to restore from the saved backup copy of the original configuration file, as seen below:

# cd /usr/local/cpanel/base/3rdparty/roundcube/config/
# cp -pv main.inc.php.backup main.inc.php

[bigdessert]

Also having the same issue with 1 email address out of 100. Will disable caching and report back.

Thanks,

[bigdessert]

ok, turning the caching off instantly fixed the problem for the one client having troubles. How can we make this permanent so that the next time cpanel updates it will not overwrite my setting?

[Craigles]

You could try adding those commands to /scripts/postupcp - that way any cpanel update will call that file after completing it's routines.

#!/bin/sh

cp -pv /usr/local/cpanel/base/3rdparty/roundcube/config/main.inc.php /usr/local/cpanel/base/3rdparty/roundcube/config/main.inc.php.backup

perl -p -i -e 's/^\$rcmail_config.*enable_caching.*TRUE\;/\$rcmail_config\[''\'\''enable_caching''\'\'']\ \=\ FALSE\;/g' /usr/local/cpanel/base/3rdparty/roundcube/config/main.inc.php

That's how I would do it anyway - i'm sure one of the cpanel tech's will correct me if I'm wrong