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[Case 56186] webmail folders disappears when transferring account

Discussion in 'E-mail Discussions' started by kjg, May 4, 2012.

  1. kjg

    kjg Well-Known Member

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    Moved a number of accounts from one cpanel server to another and the customers using webmail complains about all folders being gone.
    I can fix it on each separate email account if I login to squirrel or roundcube and subscribe to the folders, but with loads of accounts that is not a good solution.

    First of all, it should not happen at all so something is wrong in WHM transfer.
    But since it do happen, could someone plesase tell me if there is a script to run to fix this? Or any other way to solve it?

    Any help would be appreciated.

    // kjg
     
  2. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello :)

    Please submit a bug report for this issue via:

    Submit A Bug Report

    This will allow us to reproduce the issue and determine if it is in-fact a flaw in the product.

    Thank you.
     
  3. kjg

    kjg Well-Known Member

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    Bug report submitted.
     
  4. cPanelMichael

    cPanelMichael Forums Analyst
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  5. kjg

    kjg Well-Known Member

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    cPanel tickets ID# 2596038
     
  6. kjg

    kjg Well-Known Member

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    Unfortunately the reply from the bug report to cPanel was:
    "We are aware of this issue and a case has been filed with our developers. Unfortunately, there is not a fix available at this time."
    Guess it will probably take some time before a fix is available.



    I understand I am not the only one having this problem since I received PM asking for how we solved this.

    The only way we have found to solve it - or have your customers solve it - is to:

    log in to the email account in webmail and subscribe to the folders.

    Roundcube:

    Click on Settings
    Click on tab Folders
    Check the folders that should be visible (subscribed to)
    That's it

    Squirrelmail:

    Click on Folders
    Mark all folders you want to subscribe on
    Click on Acitvate/subscribe
    That's it

    Hope this helps.

    I also noted that this might have to do with if you are using dovecot or courier. If you transfer the account from a courier server to a dovecot server this happends every time.
    The problem is that if you convert from courier to dovecot before transfer, you risk having the same issues since the conversion seems to loose the subscriptions as well (as per the answer from cpanelkenneth in this thread: http://forums.cpanel.net/f5/courier-dovecot-conversion-your-experiences-145941.html)
     
  7. cPanelMichael

    cPanelMichael Forums Analyst
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    To update, this can happen when transferring accounts from a server that uses Courier to a server that uses Dovecot. The internal case number is:

    # 56186

    Manually subscribing to the mail folders is the current workaround to this issue.

    Thank you.
     
  8. kjg

    kjg Well-Known Member

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    Is there a way to do this using root pass or via whm/cpanel since we do not have all clients email passwords?
     
  9. cPanelMichael

    cPanelMichael Forums Analyst
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  10. kjg

    kjg Well-Known Member

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    OK.

    Can you also confirm that converting from courier to dovecot on the old server before transferring the account will not help (instead you will loose the folder subscriptions already at the old server) as per the answer from cpanelkenneth in this thread: http://forums.cpanel.net/f5/courier-...es-145941.html.
    Or is this error corrected?

    I do not want to try it without knowing that it works since we then would have loads of customers not being able to see the folders if the error is still there.
     
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