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[Case 79889] Horde not creating Trash folder ?

Discussion in 'E-mail Discussions' started by nyjimbo, Oct 16, 2013.

  1. nyjimbo

    nyjimbo Well-Known Member

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    After upgrading one of our machines to WHM 11.40.0 (build 6)
    on CENTOS 6.3 x86_64 standard one of our users claimed he tried
    to delete old mail in HORDE but got this error:

    I don't see anything wrong with the account and he claims it works fine otherwise, but the same error happens
    each time he selects emails to delete in HORDE.

    I am not sure if this is due to uprading to 11.40.0 from 11.38.?? last night.
    We ran mail perm fix and repair horde MySQL in WHM just in case but no change.

    Anyone else see this problem and know how to fix ?
     
  2. alinford

    alinford Well-Known Member

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    Had a couple clients bring this to our attention using 11.40.0.6. We just moved to 1.40.0.9, and it looks like it fixed the problem.
     
    #2 alinford, Oct 16, 2013
    Last edited: Oct 16, 2013
  3. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello :)

    It's likely this is related to internal case number 79889. A resolution for this was pushed out with cPanel version 11.40.0.7:

    Fixed case 79889: Fix Horde sent mail folder prefix.

    However, it's possible directories configured before this could still produce the error. Try opening the Horde user preferences and configuring the "Trash" directory with the correct name (e.g. use the Inbox prefix).

    Thank you.
     
  4. deeplist

    deeplist Member

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    I just upgraded my machine this morning from 11.38.X.X to 11.40.0.12 and we're experiencing this same issue now. Is there a fix for this, or am I going to have to manually go through every one of our clients that use horde and edit their options to fix the "trash" "spam" "sent" and "drafts" folder problems described in the OP?

    Edit: Users are also complaining that their mailbox sorting preferences were not retained following the upgrade either.
     
    #4 deeplist, Oct 26, 2013
    Last edited: Oct 26, 2013
  5. MaraBlue

    MaraBlue Well-Known Member

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    Seeing this after upgrading to 11.40.0.12 2 days ago.

    Code:
    The folder "Sent" was not created. This is what the server said: Client tried to access nonexistent namespace. "Mailbox name should probably be prefixed with: INBOX.)
    
    Message sent successfully, but not saved to Sent.
    EDIT: I misread the the first time; user is NOT able to save sent email in the sent folder. I'll have him try to recreate the folder through Horde, but there also should be a fix for this.

    EDIT 2: I instructed the user to recreate the sent folder, but he said that simply selecting the (existing) sent folder from the dropdown (in Horde's options) fixed the issue.

    Maybe a permission problem?
     
    #5 MaraBlue, Oct 28, 2013
    Last edited: Oct 28, 2013
  6. cPanelMichael

    cPanelMichael Forums Analyst
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    There is another internal case (#80441) that deals with the inbox prefix for mail folders created through Horde. However, new bug reports should be submitted via:

    Submit A Bug Report

    Please post the ticket numbers here so we can update this thread with the outcome.

    Thank you.
     
  7. deeplist

    deeplist Member

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    My customers have also reported the same as this. ^
     
  8. 4u123

    4u123 Well-Known Member
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    Has anyone had a solution to this yet? Apart from getting the client to reset the folders in their prefs?
     
  9. Legin76

    Legin76 Well-Known Member

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    I also have customers now getting this error after an automated upgrade last night.
     
  10. 4u123

    4u123 Well-Known Member
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    Could someone explain the exact steps required to fix this? I've been advising a customer to set up his folders and he can't get it to work. When he sends an email he gets an error that he's trying to access a folder that doesn't exist.
     
  11. Legin76

    Legin76 Well-Known Member

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    I've submitted the ticket 4387915 for this issue.
     
  12. deeplist

    deeplist Member

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    ^ Thank you.

    Please keep us updated. This is still an ongoing issue here as well.
     
  13. cPanelMichael

    cPanelMichael Forums Analyst
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    Here is a snippet regarding case 79889 from a developer:

    Thus, any existing issues related to this case will need to be addressed manually. Try opening Horde and using:

    Options > Personal Information > Save sent mail (at the bottom) > Sent mail folder > change from "Default" to "Sent"

    Thank you.
     
  14. deeplist

    deeplist Member

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    The point being made here: We shouldn't have to require the end user to do anything.

    There should be a fix or patch that can be applied that corrects this globally.
     
  15. rligg

    rligg Well-Known Member

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    Is this something cpanel support can fix on a server wide scale if we open a ticket? Or do we need to wait for a patch.

    I have the same problem. And this is after the cpanel upgrade trashed the Horde database.

    WHM 11.40.0 (build 16)

    Bug Ticket: 4388317
     
    #15 rligg, Nov 6, 2013
    Last edited: Nov 6, 2013
  16. cPanelMichael

    cPanelMichael Forums Analyst
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    There are no plans to implement a server-wide patch to automatically repair this problem for existing mailboxes. However, it's important to note that this issue should be isolated to individual email accounts where users ignored warning messages in Horde. That being said, if you feel a patch is necessary, please ensure you open a bug report noting the importance of a patch for existing email accounts via:

    Submit A Bug Report

    Please note that it's important to open a support ticket if you are having a separate issue with Horde not related to this problem.

    Thank you.
     
  17. rligg

    rligg Well-Known Member

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    What is the warning given in Horde? I have not personally seen it.
     
  18. 4u123

    4u123 Well-Known Member
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    Me neither.

    Firstly, can someone please explain exactly what is the nature of this problem? What has actually happened to these folders?

    I've fixed an issue with one customer who's Sent folder was not set - it was required to change this from "default" to "Sent" but what about the Trash folder? What is the procedure to fix this folder no longer working?

    Secondly, can someone please explain in more detail what has caused this issue? When we start seeing vague responses from cPanel staff, attempting to blame this onto the customer - then it's usually pretty clear that they messed up somewhere. Let's have some transparency please guys.

    Please explain exactly what has happened and why it has happened. If there was some prior warning in Horde of changes that were due to happen, then please let us know the details of that so we can pass it on to our customers.

    After reading all the posts in this thread, it still isn't clear what happened and what we need to do to resolve this fully.
     
    #18 4u123, Nov 7, 2013
    Last edited: Nov 7, 2013
  19. deeplist

    deeplist Member

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    I don't think the issue really lies with the folders themselves or some "warning" given in Horde. Just like everybody else has said, I saw no warnings and I have used Horde personally for over a decade to check my own mail when I am away from home or at a remote computer.

    Going into the "Deleting and Moving Messages" area of the settings and simply making sure the drop down is indicating the correct folder for the trash and then hitting the "save options" button resolved the issues we had with the trash folder... which leads me to believe, once again, that certain preferences in the database were dumped during the upgrade, and doing so reset them.

    The bottom line here is: The latest cPanel upgrade trashed certain aspects of the horde user preference database. Not only did we experience issues with the sent and trash folders, but the users' sorting preferences for the folders were also dumped.
     
  20. deeplist

    deeplist Member

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    I am running 11.40.0.16 and the issue persists.
     
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