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SOLVED Blank reply on roundcube mail

Discussion in 'E-mail Discussion' started by Rakaris Bakaris, Oct 13, 2018.

  1. Rakaris Bakaris

    Rakaris Bakaris Well-Known Member

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    Hello!
    We have single Cpanel account which are using round cube for webmail. Recently the user noticed than new mail or reply to email shows blank (when reaching loading timeout). This happens for only single Cpanel account's single email account. Other mailboxes (email accounts) of the account Webmail is working correctly. How to troubleshoot this?

    Thank you!
     
  2. cPanelLauren

    cPanelLauren Forums Analyst II
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    HI @Rakaris Bakaris


    Are you seeing anything in the maillog when loading the message?

    Code:
    /var/log/maillog
     
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  3. Rakaris Bakaris

    Rakaris Bakaris Well-Known Member

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    Not, nothing except mail flow logs.
     
  4. cPanelLauren

    cPanelLauren Forums Analyst II
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    Hi @Rakaris Bakaris

    I'd say that at this point it'd warrant further investigation if you're unable to identify in the logs any errors indicating why the issue is occurring at the time of it occurring. Can you please open a ticket using the link in my signature? Once open please reply with the Ticket ID here so that we can update this thread with the resolution once the ticket is resolved.


    Thanks!
     
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  5. Rakaris Bakaris

    Rakaris Bakaris Well-Known Member

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    Have made the support ticket with ID: 10544161.
    Thank you!
     
  6. cPanelLauren

    cPanelLauren Forums Analyst II
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    Hello,


    I checked in on the ticket and it appears this issue was specifically related to invalid HTML/broken images in the signature of the user. Removing/ replacing the signature should resolve the issue. You can remove the signature by going to Roundcube >> Settings >> Identities >> Click the first/top Identity >> Remove the text from the 'Signature ' field and then click Save

    Thanks!
     
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  7. Rakaris Bakaris

    Rakaris Bakaris Well-Known Member

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    The problem was because the user has placed wrongly formated Signature on Identities.
    Thanks for support.
     
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