In Progress CPANEL-42697 - Restore lost Roundcube canned responses

[gatewayhost]

The Roundcube installation on my cpanel server lost all canned responses (in all email accounts and identities) between last Thursday and today. Is there a way to restore them from backup or at least retrieve them?

 

[cPRex]

Hey there! Yes, I would expect these to be included in the Roundcube database, which would be stored in the backup files. Restoring the backup for the account should replace the missing data.

 

[gatewayhost]

Hey there! Yes, I would expect these to be included in the Roundcube database, which would be stored in the backup files. Restoring the backup for the account should replace the missing data.

Thank you! This worked part of the way, but there is now an error "An error occured while saving." in red in the lower right corner when attempting to add any new Responses or edit existing ones.

 

[cPRex]

That sounds like it could be a permissions issue. Do you see anything in the cPanel log (/usr/local/cpanel/logs/error_log) while performing that work?

 

[gatewayhost]

Nothing gets added to the log while performing the work, but I do have several of these in the past few days, coinciding with when this issue began:

[2023-04-10 12:15:41 -0500] info [autorepair] Successfully verified signature for cpanel (key types: release).
cpsrvd 286b2cc8c0f04: Cpanel::Exception::NetSSLeay/(XID 7ar9xp) Net::SSLeay::ssl_write_all(SCALAR(0x2eff8e8)) produced an operating system error (EPIPE, Broken pipe) and 1 [asis,OpenSSL] [numerate,_6,error,errors]: ARRAY(0x3000320)
at /usr/local/cpanel/Cpanel/Server/Connection/SSL.pm line 64.
Cpanel::Server::Connection::SSL::write_buffer(Cpanel::Server::Connection::SSL=HASH(0x2c9b658), SCALAR(0x2eff8e8)) called at /usr/local/cpanel/Cpanel/Server/Response.pm line 218
Cpanel::Server::Response::__ANON__(SCALAR(0x2eff8e8)) called at /usr/local/cpanel/Cpanel/Server/Responders/Stream/Gzip.pm line 92
Cpanel::Server::Responders::Stream::Gzip::write(Cpanel::Server::Responders::Stream::Gzip=HASH(0x2e7e010), 4) called at /usr/local/cpanel/Cpanel/Server/Responder.pm line 176
Cpanel::Server::Responder::finish(Cpanel::Server::Responders::Stream::Gzip=HASH(0x2e7e010), 4) called at /usr/local/cpanel/Cpanel/Server/Responders/Chunked/Gzip.pm line 29
Cpanel::Server::Responders::Chunked::Gzip::finish(Cpanel::Server::Responders::Stream::Gzip=HASH(0x2e7e010), 4) called at /usr/local/cpanel/Cpanel/Server/Responder.pm line 96
Cpanel::Server::Responder::blocking_read_from_input_and_send_response(Cpanel::Server::Responders::Stream::Gzip=HASH(0x2e7e010)) called at /usr/local/cpanel/Cpanel/Server/Response.pm line 142
Cpanel::Server::Response::send_response(Cpanel::Server::Response=HASH(0x2c9b838), Cpanel::Server::Response::Source::String=HASH(0x2cca550)) called at cpsrvd.pl line 3113
cpanel::cpsrvd::servcontent("document", "./3rdparty/roundcube/skins/elastic/images/logo.svg", "magic_parse", 1, "static", 1, "content_type", "image/svg+xml") called at cpsrvd.pl line 6348
cpanel::cpsrvd::dodoc_webmaild() called at cpsrvd.pl line 2116
cpanel::cpsrvd::dodoc(HASH(0x1c2ad48)) called at cpsrvd.pl line 1802
cpanel::cpsrvd::handle_one_connection(12) called at cpsrvd.pl line 1149
cpanel::cpsrvd::script() called at cpsrvd.pl line 448

Net::SSLeay error left in queue from previous call: “error:140E0197:SSL routines:SSL_shutdown:shutdown while in init” (336462231) at /usr/local/cpanel/Cpanel/NetSSLeay.pm line 28.
Net::SSLeay error left in queue from previous call: “error:140E0197:SSL routines:SSL_shutdown:shutdown while in init” (336462231) at /usr/local/cpanel/Cpanel/NetSSLeay.pm line 28.

 

[cPRex]

It might be best to open a ticket with our team so we can take a look at this issue directly, as there could be some underlying issues with the system that led to the Roundcube problems.

 

[InterServed]

Having the same problem on some servers.
On server with roudcube mysql database, the table 'responses' is missing. I went ahead and manually created the table, taking the table creation schema from: /usr/local/cpanel/src/3rdparty/gpl/roundcube_schema/full/current/mysql
Logs at : /var/cpanel/roundcube/log/errors.log : [28-Mar-2023 09:14:10 +0300]: <3a3e096f> DB Error: [1146] Table 'roundcube.responses' doesn't exist

On server with roundcube and sqlite database, had to use this workaround: https://support.cpanel.net/hc/en-us...-To-Fix-A-Corrupted-RoundCube-SQLite-Database

 

[cPRex]

We've identified an issue where this is happening that you can read about here:

https://support.cpanel.net/hc/en-us/articles/13692428452759

I'll be sure to post an update here if I hear anything from the team!

 

[plague]

Found this error on a server today. I was able to recreate the table from /usr/local/cpanel/src/3rdparty/gpl/roundcube_schema/full/current/mysql (thanks @InterServed) but all the backups from /var/cpanel/roundcube/roundcube.backup.sql* are missing this table.
The error started on April 06, I have backups from March and December on that folder but all dumps are missing the "response" table so the clients old data is lost.
I'm using Jetbackup and it seems that it does not include the roundcube data on the backup

 

[cPRex]

Maybe @JetAppsAdam has more details on why that isn't included with their backups.

 

[filoucp]

Also lost all my responses from a server, today, does anybody found a way to recover the responses ?

 

[cPRex]

@filoucp - you would need to restore the backup as outlined in the above posts.

 

[filoucp]

@filoucp - you would need to restore the backup as outlined in the above posts.

The link above is saying a workaround isn't available to restore the responses.

Also I've got no sql backups inside /var/cpanel/roundcube/ , do I have to activate any option for that ?

 

[cPRex]

There isn't anything you should have to do to get those backups created, but yes, there is not a way to restore the responses at this point.

 

[filoucp]

There isn't anything you should have to do to get those backups created, but yes, there is not a way to restore the responses at this point.

In my /var/cpanel/roundcube/ directory I've got: log/ tmp/ version

 

[wintech2003]

I also have no sql backups inside /var/cpanel/roundcube/ which is probably normal since Roundcube is using sqlite in my case.
That said, I tried to follow the instructions at https://support.cpanel.net/hc/en-us...-To-Fix-A-Corrupted-RoundCube-SQLite-Database as @InterServed suggested, but even when restoring the <username>.rcube.db file from previous days (early April, March, even tried one from last December), the responses are still missing, and I'm unable to create any new ones - it's showing an error "An error occured while saving." in red in the lower right corner.
There's probably a separate issue with sqlite databases as well.

PS: No errors in /usr/local/cpanel/logs/error_log when trying to add a new response.

 

[mfigge]

We've identified an issue where this is happening that you can read about here:

https://support.cpanel.net/hc/en-us/articles/13692428452759

I'll be sure to post an update here if I hear anything from the team!

Can you post that info here? I have the same problem and I have no access to support articles.

 

[wintech2003]

Looks like there was a different article for sqlite Roundcube databases, so on affected customers who lost their responses I was able to restore a <username>.rcube.db from a date before April 10th, and then run the command in https://support.cpanel.net/hc/en-us...th-Roundcube-response-after-update-to-110-0-1 which made everything work again (responses were restored too).

 

[cPRex]

@mfigge here you go!

Symptoms

After the update, Roundcube is missing identities, contacts, and responses. This can be verified via webmail or manually in the Roundcube MySQL/SQLite databases.

mysqlcheck roundcube
roundcube.attachments OK
roundcube.cache OK
roundcube.calendars OK
roundcube.carddav_addressbooks OK
roundcube.carddav_contacts OK
roundcube.carddav_group_user OK
roundcube.carddav_groups OK
roundcube.carddav_migrations OK
roundcube.carddav_xsubtypes OK
roundcube.cp_schema_version OK
roundcube.events OK
roundcube.itipinvitations OK
roundcube.session OK
roundcube.users OK

An error occurs when accessing the Responses page in Roundcube.

Screen_Shot_2023-04-14_at_3.57.14_PM.png

 
Description

During the cPanel update from 108 to 110, the Roundcube schema is updated. It was recently discovered that many servers have been failing to update the schema in Roundcube. The failure to update the schema successfully in version 110 could result in missing tables.

We've opened an internal case for our development team to investigate this further. For reference, the case number is CPANEL-42697. Follow this article to receive an email notification when a solution is published in the product.

 
Workaround

Restore the backup from "/var/cpanel/roundcube/roundcube.backup.sql".

mysql roundcube < /var/cpanel/roundcube/roundcube.backup.sql

Note: Each backup contains a date at the end of the file name for example "1677800785". Restore the most recent copy of the backup where the contacts and identities were working successfully.

Unfortunately, a workaround isn't available to restore the responses.

 

[filoucp]

Looks like there was a different article for sqlite Roundcube databases, so on affected customers who lost their responses I was able to restore a <username>.rcube.db from a date before April 10th, and then run the command in https://support.cpanel.net/hc/en-us...th-Roundcube-response-after-update-to-110-0-1 which made everything work again (responses were restored too).

Thanks a lot, you saved me hours of work !