Issue with Changing Mail User Password

[keithc]

Hi,

On one of the domains on my server, I have them setup with a plan that includes 10 email accounts. They are using all 10 email accounts at this point.

For some reason, none of the users on this domain can change their mail password. Here is the error that comes back when they attempt to change

Sorry, you have exceeded the maximum allowed email accounts.

If I increase the number of email accounts on their plan from 10 to 11, I can change the mail password.

Has anyone else experienced this type of issue? Know of a fix?

Here is my version information

WHM 11.11.0 cPanel 11.15.0-C17665
CENTOS Enterprise 4.5 x86_64 on standard - WHM X v3.1.0

Thanks,

Keith

[gvard]

Hello,

Same problem here. I just received a call from one of my clients, I had to manually increase the email accounts to +1 to solve the issue.

[cpanelkenneth]

Just tested this on a test server, using 12 email accounts of 12 allocated. Changing the password worked successfully within cPanel, using the X3 theme. Also attempted changing it while logged in as the user in Webmail, again using X3. Are you perhaps using X?

Tested on 11.15.0-C17665

[gvard]

Hello,

No we're not using x, we're using x3 and cPanel 11.15.0-R17665.

[gvard]

I've just replicated it on another server of ours. I had a hosting account with 30 emails and it was using 19. I modified it so it had 19 e-mails as limitation, refreshed the control panel page (not even logged out) and tried to change a password with no luck via cPanel's Email icon and via webmail. I'm attaching the error I'm receiving in my servers:

[cpanelkenneth]

Is anything logged to /usr/local/cpanel/logs/error_log ?

Can the accounts in question still login to email (webmail or via a client) even though password change fails?

Any quota issues on the cPanel accounts that own the email accounts?

What are the permissions of /home/user/etc/domain.com/passwd, shadow and quota? (substitute the actual domain name for domain.com) Are entries for the accounts still in those files?

Are you able to delete any of the email accounts (please either use a test account or backup first)?

What does lsattr show for /home/user/etc/domain.com/passwd, shadow and etc (substitute the actual domain name for domain.com)?

[gvard]

Hello,

1) Accounts can login normally in webmail
2) No quota issues
3) Permissions are correct

...I should remind you that when I increase the mailbox accounts to +1 everything works just fine, so if there was a problem with permissions or quota it should not dissapear (or it should not appear only when I set free email accounts to 0).

[cpanelkenneth]

Please open a support ticket at https://tickets.cpanel.net/submit/ so we/I can examine this. We are still unable to replicate this in our test environment and the forum doesn't facilitate some of the debugging steps necessary.

[cpanelkenneth]

Of course, today we can reproduce this. Go figure.

Anyway, we've determined where the problem lies and should be fixed in the next build. Unfortunately it is with internal caching code and nothing that can be worked around easily, other than what everyone is already doing: incrementing the account allocation by 1.