SOLVED [CPANEL-24022] What happens to email functionality when the cPanel license is inactive?

vacancy

Well-Known Member
Sep 20, 2012
457
159
93
Turkey
cPanel Access Level
Root Administrator
In version 76, when the license is deactivate, all mail services stop, sometimes we renew the license a few days later and we will not receive any mail for a few days.

This is an unacceptable limitation.
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
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Hello @vacancy,

It's important to note that any feature or service associated with the cPanel & WHM installation is not guaranteed to work if the license is not valid. If you find that your license is expiring unexpectedly, the better approach is to troubleshoot and determine why that is happening.

As far as the email issue itself, can you provide some more details about the specific behavior you encounter upon the license expiry? Do you notice any output to /var/log/maillog or /var/log/exim_mainlog when attempting to send or receive an email?

Thank you.
 

vacancy

Well-Known Member
Sep 20, 2012
457
159
93
Turkey
cPanel Access Level
Root Administrator
When we send mail to an address on the server, the following error is returned.

After the license is expired, imap and dovecot services are failed notification e-mails.

Code:
2018-11-20 22:14:54 1gPBU4-0005P6-O5 == [email protected] R=virtual_user T=dovecot_virtual_delivery defer (-44): LMTP error after RCPT TO:<[email protected]>: 451 4.3.0 <[email protected]> Internal error occurred. Refer to server log for more information.
2018-11-20 22:14:55 SMTP connection from mail-io1-f41.google.com [209.85.166.41]:39247 closed by QUIT
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,909
2,222
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Hello @vacancy,

Internal case CPANEL-24022 is open to determine if this behavior is by-design as of cPanel & WHM version 76, or if it's unintended. I'll update this thread with more information on the status of this case as it becomes available.

Thank you.
 
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cPanelMichael

Administrator
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Apr 11, 2011
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Hello @vacancy,

To update, the case was accepted and a fix to ensure email delivery works when the cPanel license is invalid is tentatively planned for a future cPanel & WHM version 76 build. I'll continue monitoring the case and update this thread with more information as it becomes available.

Thank you.
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
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Hello,

This is fixed in cPanel & WHM version 76.0.11:

Fixed case CPANEL-24022: Ensure email delivery works when the cPanel license is invalid.

You can learn more about our release tiers by clicking here and see which build is published to each release tier by clicking here.

Thank you.
 
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ad682005

Member
Jan 8, 2018
14
2
3
India
cPanel Access Level
Website Owner
Unfortunately - this issue is occurring even now.

I am reporting this on 16-Sep-2019 and this ticket was first opened in Nov-2018.

My cpanel is on version 82 (build 14.
[[email protected] local]# /usr/local/cpanel/cpanel -V
82.0 (build 14)

Your reply dated 21 Nov 2018 says

the case was accepted and a fix to ensure email delivery works when the cPanel license is invalid is tentatively planned for a future cPanel & WHM version 76 build.
However last night my cPanel license expired. I have raised it with my hosting provider to make sure that they do the renewals properly on time. However, as soon as the cPanel license expired - I started getting authentication failures for emails.

This is the error in exim_mainlog -

Code:
2019-09-16 05:29:28 dovecot_login authenticator failed for ([192.168.1.113]) [117.195.123.190]:59679: 535 Incorrect authentication data ([email protected])
2019-09-16 05:29:29 SMTP connection from ([192.168.1.113]) [117.195.123.190]:59679 closed by QUIT
As a result I cannot login to check the emails received. I cannot send emails. Emails from other domains are received by exim - BUT there is no way to check the emails that I have received because all cpanel logins are disabled and report back error message "authentication failed"
 
Last edited:

ad682005

Member
Jan 8, 2018
14
2
3
India
cPanel Access Level
Website Owner
Scratch that.

I think the issue I faced was because of cphulk protection. As soon as I cleared that - I was able to login (although by this time the license had been renewed).
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,909
2,222
463
As a result I cannot login to check the emails received. I cannot send emails. Emails from other domains are received by exim - BUT there is no way to check the emails that I have received because all cpanel logins are disabled and report back error message "authentication failed"
The behavior you described is by-design. While email delivery works when the license is expired, email authentication does not. In other words, incoming emails are processed, but the ability to login to email accounts is disabled. This is explained in more detail on the following thread:


Thank you.