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SOLVED Clicking on the "Manage Disk Usage" causes an error

Discussion in 'E-mail Discussion' started by kenrbnsn, May 24, 2018.

  1. kenrbnsn

    kenrbnsn Active Member

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    When I click on the "Manage Disk Usage" in the Spam Box area in one of my domains, I get the following error:

    Template::Exception:
    [TYPE]=[undef]
    [INFO]=[Mailboxes::get_mailbox_status_list(HASH(0x2206760)) failed: “/usr/bin/doveadm” reported error code “64” when it ended: doveadm(rugorg): Error: Mailbox INBOX..cppop.cache: Failed to lookup mailbox status: Invalid mailbox name: Begins with hierarchy separator
    doveadm(rugorg): Error: Mailbox INBOX..cppop.cache.msgs: Failed to lookup mailbox status: Invalid mailbox name: Begins with hierarchy separator

    ]
    [TEXT]=[]
    at cpanel.pl line 1050.
    cpanel::cpanel::cptt_exectag("/usr/local/cpanel/base/frontend/paper_lantern/mail/manage_dis"..., 1) called at cpanel.pl line 4408
    cpanel::cpanel::run_standard_mode() called at cpanel.pl line 864
    cpanel::cpanel::script("cpanel::cpanel", "./frontend/paper_lantern/mail/manage_disk_usage/index.html.tt") called at cpanel.pl line 271

    Webmail works fine on the domain -- all the mailboxes show up including a spam box. I have a number of domains and so far this is the only domain that gets this error.
     
  2. cPanelLauren

    cPanelLauren Forums Analyst
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    HI @kenrbnsn

    Can you tell me if there is anything reported in the cPanel error logs in reference to this? They're located at
    Code:
    /usr/local/cpanel/logs/error_log
    Thanks!
     
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  3. kenrbnsn

    kenrbnsn Active Member

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    Just tried it again and got the following in that file:

    [2018-05-25 14:18:11 -0400] die [Internal Death while parsing ./frontend/paper_lantern/mail/manage_disk_usage/index.html.tt 6971] Template::Exception:
    [TYPE]=[undef]
    [INFO]=[Mailboxes::get_mailbox_status_list(HASH(0x34ab600)) failed: “/usr/bin/doveadm” reported error code “64” when it ended: doveadm(rugorg): Error: Mailbox INBOX..cppop.cache: Failed to lookup mailbox status: Invalid mailbox name: Begins with hierarchy separator
    doveadm(rugorg): Error: Mailbox INBOX..cppop.cache.msgs: Failed to lookup mailbox status: Invalid mailbox name: Begins with hierarchy separator

    ]
    [TEXT]=[]
    at cpanel.pl line 1050.
    cpanel::cpanel::cptt_exectag("/usr/local/cpanel/base/frontend/paper_lantern/mail/manage_dis"..., 1) called at cpanel.pl line 4408
    cpanel::cpanel::run_standard_mode() called at cpanel.pl line 864
    cpanel::cpanel::script("cpanel::cpanel", "./frontend/paper_lantern/mail/manage_disk_usage/index.html.tt") called at cpanel.pl line 271
     
  4. cPanelLauren

    cPanelLauren Forums Analyst
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    Hi @kenrbnsn

    Would it be possible for you to open a ticket using the link in my signature? Once open can you please add the ticket ID to this thread so that we can update this thread with the outcome?


    Thanks!
     
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  5. hithomasmorelli

    hithomasmorelli Registered

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    I'm getting this for one of my cPanel accounts as well. When clicking on 'Email disk usage' from the index screen, I get this error: "A fatal error or timeout occurred while processing this directive". In
    /usr/local/cpanel/logs/error_log
    I get an error referencing a mailbox for an email account that used to exist but has been deleted for a while. That error is below, minus the email account name that I have removed.

    Code:
    [2018-08-02 11:07:11 +0100] die [Internal Death while parsing ./frontend/paper_lantern/mail/manage_disk_usage/index.html.tt 6472] Template::Exception:
            [TYPE]=[undef]
            [INFO]=[Mailboxes::get_mailbox_status_list(HASH(0x1d370b8)) failed: “/usr/bin/doveadm” reported error code “68” when it ended: doveadm(thomasmorelli): Error: Mailbox INBOX.child1@[email account]: Failed to lookup mailbox status: Mailbox doesn't exist: INBOX.child1@[email account]
    
    ]
            [TEXT]=[]
     at cpanel.pl line 1050.
            cpanel::cpanel::cptt_exectag("/usr/local/cpanel/base/frontend/paper_lantern/mail/manage_dis"..., 1) called at cpanel.pl line 4408
            cpanel::cpanel::run_standard_mode() called at cpanel.pl line 864
            cpanel::cpanel::script("cpanel::cpanel", "./frontend/paper_lantern/mail/manage_disk_usage/index.html.tt") called at cpanel.pl line 271
    
     
  6. cPanelLauren

    cPanelLauren Forums Analyst
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    Hi @hithomasmorelli

    This issue can be caused by a number of reasons but in this instance, it seems that it may be caused by a leftover symlink residing in the mail dir.

    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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  7. hithomasmorelli

    hithomasmorelli Registered

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    @cPanelLauren when I was submitting a support request it said that I should contact my license vendor for technical support, and gave me their contact details.
    Am I right to assume that I should contact them first?
     
  8. cPanelLauren

    cPanelLauren Forums Analyst
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    Hi @hithomasmorelli


    Normally yes, I would encourage you to contact your provider first but in this case it's alright, please open the ticket with us.


    Thanks!
     
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  9. hithomasmorelli

    hithomasmorelli Registered

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  10. cPanelLauren

    cPanelLauren Forums Analyst
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    Hi @hithomasmorelli

    Great, thank you. I found the ticket and I'm watching it. As soon as I have any updates I'll post them here as well.


    Thanks!
     
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  11. cPanelLauren

    cPanelLauren Forums Analyst
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    Hello,


    Just to update our analysts were able to confirm this was caused by a leftover symlink belonging to a since removed domain/email address remaining in the maildir. Once this was removed the error stopped occurring when checking Email Disk Usage.

    Thanks!
     
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  12. uk01

    uk01 Well-Known Member

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    is it possible please to clarify where to find the symlink so we can resolve a similar issue without opening a support ticket each time.
     
  13. cPanelLauren

    cPanelLauren Forums Analyst
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    Hi @uk01

    There's no way I could tell you specifically where it will be, which is why I requested the user to open a ticket. All mail related items are located in /home/$user/mail/ in the event it does occur again.

    This shouldn't be occurring all the time though.
     
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  14. uk01

    uk01 Well-Known Member

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    Thanks, it doesn't occur all the time but I just noticed it on an account and if we have reference of where to look I can maybe check before opening a ticket :) keeping your time for more urgent problems!
     
  15. cPanelLauren

    cPanelLauren Forums Analyst
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    HI @uk01

    I do hope it helps you in this case!

    Thanks!
     
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