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Emails missing in WHM

Discussion in 'E-mail Discussions' started by popeye, Oct 21, 2015.

  1. popeye

    popeye Well-Known Member

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    Hi anyone else had this problem below.

    In WHM list accounts contact email i have loads that have none at all, and i know 100% that they all had emails last time i checked.
     
  2. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello :)

    Do you see any entries under "CONTACTEMAIL" in the cPanel user files for these accounts? EX:

    Code:
    grep CONTACTEMAIL /var/cpanel/users/$username
    Thank you.
     
  3. popeye

    popeye Well-Known Member

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    Hi when i login the customers cpanel and click contact info there email address shows.
     
  4. cPanelMichael

    cPanelMichael Forums Analyst
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    Internal case CPANEL-2180 has been opened to track this issue, but we have yet to reproduce it. Could you open a support ticket using the link in my signature so we can take a closer look at your system? You can post the ticket number here so we can update this thread with the outcome.

    Thank you.
     
  5. popeye

    popeye Well-Known Member

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    Hi i am fedup of opening tickets about stuff going wrong, and it wastes so much time replying to them all the time.

    I am going to move away from cpanel because it's one problem after another.
     
  6. Campbell McCracken

    Campbell McCracken Registered

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    I've had the same problem, probably dating from mid October. When I execute the command 'grep CONTACTEMAIL /var/cpanel/users/$username' on any of the affected accounts, I simply get

    CONTACTEMAIL=
    CONTACTEMAIL2=

    Approximately 20% of the accounts on the server have been affected this way. A second server running the same version of WHM is unaffected.
     
  7. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello :)

    There's currently no time frame available on a resolution, however progress has been made with internal case CPANEL-2180. The reason this is happening has been determined (relates to blank /home/$user/.cpanel/contactinfo files). I will update this thread with more information as it becomes available.

    Thank you.
     
  8. cPanelMichael

    cPanelMichael Forums Analyst
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    To update, it was determined this happens in cases where there's invalid data for the contact email address in the "/home/$user/.cpanel/contactinfo" file, often stemming from cases where the account was restored from a backup archive that had no valid contact email.

    Thank you.
     
  9. Campbell McCracken

    Campbell McCracken Registered

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    I my case, the contact email addresses disappeared mid October. We did not perform backup restoration on these sites around then, so the fact that the addresses disappeared couldn't have been triggered by a restoration. It is possible that the sites were restored several months earlier, but there must have been an event in mid October that caused the addresses to go.
     
  10. cPanelMichael

    cPanelMichael Forums Analyst
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    Yes, the update to 11.52 is what removes the contact address from visibility, however it's the invalid data in the "/home/$user/.cpanel/contactinfo" files before the update that triggers the issue. The workaround on any machines that are not yet updated to 11.52 is to verify /home/$user/.cpanel/contactinfo is configured with the correct email address, and to update the contact address on the account if it's not.

    Thank you.
     
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