In Progress CPANEL-42697 - Roundcube Identities Issue

[DanielBull]

Hi there not sure if anyone can help, I have a pair of WHM/CPanel servers and on one of them I am getting the exact same issue as this guy:

Identities issue when composing email · Issue #8970 · roundcube/roundcubemail

Hi, We have an issue when composing emails through Roundcube. Usually, the identities (email account sender) should be showing by default but as you can check our attachment, the identities are not...

github.com

Basically my users cannot create emails as there is no identity filled in by default and if they go and attempt to create an identity they get "An error occurred while saving." when clicking save.

The server which does have the problem is running RoundCube 1.6.0 and WHM 110.0.2 and the one which doesn't have an issue is still on 1.5.2 with 108.0.15.

Looking in the MySQL database there is a large number of tables including "identities" on the 1.5.2 server but on the non working 1.6.0 server there are considerably less and "identities" is not present.

Any help would be appreciated.

Thanks
Daniel

 

[cPRex]

Hey there! Your issue is likely related to the problem outlined here:

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

I was tracking this in another thread as well, but your description is very clear, so I'll add the case to this one as well and keep this updated as I get more information.

 

[DanielBull]

Thank you, the workaround in that link worked for me!

 

[cPRex]

I'm glad to hear it! We should have a more official fix coming out soon.

 

[CAFMCL]

We have the same issue since today 04/12/2023 but are not able to read the proposed answer since everytime I try to login to access answer here: https://support.cpanel.net/hc/en-us/articles/13692428452759 a verification code should be sent to our address, but no email is ever sent (I'm checking at the root and no email arrives)

 

[cPRex]

@CAFMCL - that page would be using your support/cPanel Store login.

The fix on that page is to restore the database with this command:

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

while paying attention to this note:

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.

 

[Quark]

This fix restores address books but due to schema changes other items like signatures and canned responses are broken... Hopefully a fix is forthcoming! In the meantime BACKUP your last good roundcube DB backup...

 

[CAFMCL]

Thank you we had the same idea and it worked thanks!