Can't change email password through webmail

I have the business hosting package with hostgator which uses cpanel 70.0.54. Currently none of the email accounts I have set up for clients are able to change their passwords through their webmail login, so basically, they can't have a secure password known only to them. I can personally login to the main hosting cpanel account and update a password for them, but that's not the same.

When they login to webmail at webmail.domain.com there is a dropdown at the top right of the page next to their email address. When you click the drop down and select "Password & Security" it brings up the password fields and a password generator, but none of them work. Nothing happens if you click the password generator, and if you manually enter a password and click "save" nothing happens.

I have called hostgator for weeks about this and they keep telling me this is a cpanel issue and not their problem. after opening a ticket this was their response:

The password generator issue is a known problem with cPanel itself. We are working with cPanel to get this corrected, but for now the password would need to be entered manually, or changed from within cPanel on the Email Accounts page.

If you have any other questions or concerns, please do not hesitate to let us know.

David H.

Windows Administrator I
Assisting Linux Administrator​

I really don't believe that this can possible be true for all cpanel installations.

Any suggestions?

 

thanks... that's kinda what I expected. Could you please provide a screenshot that shows this screen:


also these are the errors displayed in the console.