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SOLVED I do not see my email accounts in cPanel

Discussion in 'E-mail Discussion' started by Ovivo, Oct 10, 2017.

  1. Ovivo

    Ovivo Member

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    I have a site with 81 post accounts, but since today I do not see them in cpanel, if I see them in Email disk usage, and in WHM they are all seen.
    Any solution to be able to view them again?

    Try / scripts / pl_update_users --verbose but no results
     
  2. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello,

    Do you notice any error messages in /usr/local/cpanel/logs/error_log when opening the "Email Accounts" option in cPanel?

    Thank you.
     
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  3. Ovivo

    Ovivo Member

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    There is no error associated with the account
     
  4. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello,

    Could you open a support ticket using the link in my signature so we can take a closer look?

    Thank you.
     
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  5. Ovivo

    Ovivo Member

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    The ticket is 8938183
     
  6. Ovivo

    Ovivo Member

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    solved

    The file /home/xxxxxx/etc/xxxxxxx/shadow is empty recover from backup and works
     
  7. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello,

    I'm happy to see the issue is now solved. Thank you for updating us with the outcome.
     
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  8. linuxman1

    linuxman1 Member

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    After many tries and searches to solve this issue, this is the only work around that worked for me!
    Can anybody help me to understand what may causes an issue like this?
    I can see the shadow file was replaced by Cpanel tonight, may when upcp ran, but why it overwrote this file and vanished mail accounts list? for the other accounts on the same server, it seems other accounts are fine!
     
  9. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello,

    Can you provide some more details about what you see that shows the cPanel update overwrote or emptied the shadow file? That shouldn't happen, and it's not something I've been able to reproduce on a test environment. Have you checked /var/log/messages and /usr/local/cpanel/logs/access_log to rule out this having occurred due to the action of a user or administrator with access to the account?

    Thank you.
     
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  10. linuxman1

    linuxman1 Member

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    I am not sure that cpup caused this issue, I just suspected as the time of file change was near the cpup, so I am not sure.
    The shadow file was not emptied! but most of its lines were removed and I found a Cpanel backup called shadow.roottn.bak and I got the removed lines from it and copied it to shadow file, originally shadow file had about 7 mail accounts lines, I found only one account and the rest of accounts I found at that backup and I restored from it.
    I checked Cpanel logs for anybody may removed those mail accounts and found last email account was removed about 6 months ago!
    Also I found the mail boxes and every email or mail folder filter exist on the server storage! but not exist on Cpanel mail accounts interface, I tried to remove .cpanel folder and rebooted the server after manually re update using upcp from WHM and that didn't help, so restoring entries on shadow file fixed every thing!
    Please ask for more information if you need, as I wish to know what happened!
    If you prefer opening a ticket with Cpanel I will do now.
    Note: I use current release candidate as update preference tier, versions of Cpanel 70.0.27
     
  11. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello,

    This suggests to me the file was manually modified by someone with root access to the server. Could you open a support ticket using the link in my signature so we can take a closer look? Please post the ticket number here and we will update this thread with the outcome.

    Thank you.
     
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  12. linuxman1

    linuxman1 Member

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    Thanks,
    Support Request ID is: 9454395
     
  13. ZacharyGR

    ZacharyGR Registered

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    Hello,
    I'm having the same issue thats discussed above where I can see my email accounts in my email disk use folder but cannot find them anywhere else in my cPanel or access them.
    I am an absolute beginner when it comes to this and not very techy so I didn't understand the solution that was given above. I'm wondering if someone would be able to walk me through it in a way someone with no experience in this would understand or point me towards a resource I may be able to follow.
    P.S. Being new to this it is quite possible I deleted the accounts myself without knowing it or how to recover them.

    Thanks in advance!
     
  14. cPanelMichael

    cPanelMichael Technical Support Community Manager
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    Hello @ZacharyGR,

    As a website owner, your first course of action should be to reach out to your web hosting provider to see if backups are enabled for your account. If so, they should be able to restore the shadow file from the backup to solve the issue.

    Thank you.
     
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  15. aegis

    aegis Well-Known Member

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    I came across this today also. The issue seems to be a hacked account.

    The hacker got in in our case by a Wordpress vulnerability and installed a file manager. They then go about replacing the shadow files for the email accounts with a file containing a new password for one of the email accounts in each domain in the hosting account. Other accounts are not copied through to the new shadow file. The mailbox files are left intact.

    The original shadow file is copied to shadow.roottn.bak. I checked each against the backups we had.

    In our case they also managed to install a second copy of Wordpress with a remote database wp-config file.
     
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