Unknown "server error" preventing me from accessing one of several email accounts

Thoko

Member
Feb 23, 2014
12
0
1
cPanel Access Level
Root Administrator
I have several email accounts associated with my cPanel web site, but one of them has been giving me server errors for the past several days and I've run out of ideas to fix it. I noticed it when Thunderbird started saying that one of my email accounts has been disconnected due to a server error. But strangely all my other email accounts are working fine, and with virtually identical settings. I tried logging in to the account via cPanel and I get a similar error in there too. According to WHM, that email account has in fact been receiving my recent emails, including a test email that I sent myself from one of my other email accounts.
I tried restarting the mail server (Exim), but still no luck. I tried repairing mail permissions. I tried checking if the domain name had gone down. One of my other email addresses (which is currently working) shares the same domain name. So I just can't understand what happened, unless it is a WHM bug due to a recent update.
Please help!
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,202
363
Hello :)

Check to see if the email account has been locked by cPHulk brute force detection. It's configured via:

"WHM Home » Security Center » cPHulk Brute Force Protection"

The "Login/Brute History Report" tab will display any accounts that have been locked recently. Also, assuming that's not the cause, you can search /var/log/maillog via the command line to see if there are any entries that might help further explain the failure.

Thank you.
 

Thoko

Member
Feb 23, 2014
12
0
1
cPanel Access Level
Root Administrator
I've had a look at CPHulk and nothing looks too unusual there. Besides, my IP address is whitelisted. However I am seeing strange things on the mail log. Unfortunately I don't know what they mean. I have copied some of the recent items (but have redacted the email addresses). Thanks for your help.

Code:
Mar 21 10:08:16 ip-50-62-9-86 dovecot: imap-login: Login: user=<[email protected][HIDDEN].com>, method=PLAIN, rip=207.204.236.42, lip=50.62.9.86, mpid=24502, TLS, session=<Mvsh2BH1ogDPzOwq>
Mar 21 10:08:16 ip-50-62-9-86 dovecot: imap-login: Login: user=<[email protected][HIDDEN].com>, method=PLAIN, rip=207.204.236.42, lip=50.62.9.86, mpid=24505, TLS, session=<UC4i2BH1owDPzOwq>
Mar 21 10:08:16 ip-50-62-9-86 dovecot: imap-login: Login: user=<[email protected][HIDDEN].com>, method=PLAIN, rip=207.204.236.42, lip=50.62.9.86, mpid=24506, TLS, session=<n4Qi2BH1pgDPzOwq>
Mar 21 10:08:16 ip-50-62-9-86 dovecot: imap-login: Login: user=<[email protected][HIDDEN].com>, method=PLAIN, rip=207.204.236.42, lip=50.62.9.86, mpid=24507, TLS, session=<oG4i2BH1pADPzOwq>
Mar 21 10:08:18 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Error: broken sync positions in index file /home/stereo/mail/[HIDDEN].com/thetempest/dovecot.index
Mar 21 10:08:18 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Warning: fscking index file /home/stereo/mail/[HIDDEN].com/thetempest/dovecot.index
Mar 21 10:08:18 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Error: Fixed index file /home/stereo/mail/[HIDDEN].com/thetempest/dovecot.index: log_file_tail_offset 412 -> 356
Mar 21 10:08:18 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Panic: file mail-transaction-log.c: line 350 (mail_transaction_log_set_mailbox_sync_pos): assertion failed: (file_offset >= log->head->saved_tail_offset)
Mar 21 10:08:18 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Error: Raw backtrace: /usr/lib64/dovecot/libdovecot.so.0(+0x681c2) [0x2b0d2267d1c2] -> /usr/lib64/dovecot/libdovecot.so.0(+0x68226) [0x2b0d2267d226] -> /usr/lib64/dovecot/libdovecot.so.0(i_error+0) [0x2b0d226370ef] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0xce92b) [0x2b0d223cb92b] -> /usr/lib64/dovecot/libdovecot-storage.so.0(mail_index_sync_commit+0x81) [0x2b0d223c2e81] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0x50a78) [0x2b0d2234da78] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0x4edb8) [0x2b0d2234bdb8] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0x4f243) [0x2b0d2234c243] -> /usr/lib64/dovecot/libdovecot-storage.so.0(maildir_storage_sync_init+0xd9) [0x2b0d2234c4e9] -> /usr/lib64/dovecot/libdovecot-storage.so.0(mailbox_sync_init+0x31) [0x2b0d22379f31] -> /usr/lib64/dovecot/libdovecot-storage.so.0(mailbox_sync+0x27) [0x2b0d2237afb7] -> dovecot/imap(cmd_select_full+0x183) [0x411683] -> dovecot/imap(command_exec+0x3d) [0x416d7d] -> dovecot/imap() [0x415e40] -> dovecot/imap() [0x415f3a] -> dovecot/imap(client_handle_input+0x11d) [0x4161ad] -> dovecot/imap(client_input+0x6f) [0x41651f] -> /usr/lib64/dovecot/libdovecot.so.0(io_loop_call_io+0x36) [0x2b0d2268cc36] -> /usr/lib64/dovecot/libdovecot.so.0(io_loop_handler_run+0xa7) [0x2b0d2268dcb7] -> /usr/lib64/dovecot/libdovecot.so.0(io_loop_run+0x38) [0x2b0d2268cba8] -> /usr/lib64/dovecot/libdovecot.so.0(master_service_run+0x13) [0x2b0d2263bef3] -> dovecot/imap(main+0x2a7) [0x41fae7] -> /lib64/libc.so.6(__libc_start_main+0xfd) [0x2b0d2290ecdd] -> dovecot/imap() [0x40aba9]
Mar 21 10:08:18 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Fatal: master: service(imap): child 24505 killed with signal 6 (core dumps disabled)
Mar 21 10:08:19 ip-50-62-9-86 dovecot: imap-login: Login: user=<[email protected][HIDDEN].com>, method=PLAIN, rip=207.204.236.42, lip=50.62.9.86, mpid=24511, TLS, session=<uGtU2BH1sgDPzOwq>
Mar 21 10:08:21 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Error: broken sync positions in index file /home/stereo/mail/[HIDDEN].com/thetempest/dovecot.index
Mar 21 10:08:21 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Warning: fscking index file /home/stereo/mail/[HIDDEN].com/thetempest/dovecot.index
Mar 21 10:08:21 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Error: Fixed index file /home/stereo/mail/[HIDDEN].com/thetempest/dovecot.index: log_file_tail_offset 412 -> 356
Mar 21 10:08:21 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Panic: file mail-transaction-log.c: line 350 (mail_transaction_log_set_mailbox_sync_pos): assertion failed: (file_offset >= log->head->saved_tail_offset)
Mar 21 10:08:21 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Error: Raw backtrace: /usr/lib64/dovecot/libdovecot.so.0(+0x681c2) [0x2ab77c7541c2] -> /usr/lib64/dovecot/libdovecot.so.0(+0x68226) [0x2ab77c754226] -> /usr/lib64/dovecot/libdovecot.so.0(i_error+0) [0x2ab77c70e0ef] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0xce92b) [0x2ab77c4a292b] -> /usr/lib64/dovecot/libdovecot-storage.so.0(mail_index_sync_commit+0x81) [0x2ab77c499e81] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0x50a78) [0x2ab77c424a78] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0x4edb8) [0x2ab77c422db8] -> /usr/lib64/dovecot/libdovecot-storage.so.0(+0x4f243) [0x2ab77c423243] -> /usr/lib64/dovecot/libdovecot-storage.so.0(maildir_storage_sync_init+0xd9) [0x2ab77c4234e9] -> /usr/lib64/dovecot/libdovecot-storage.so.0(mailbox_sync_init+0x31) [0x2ab77c450f31] -> /usr/lib64/dovecot/libdovecot-storage.so.0(mailbox_sync+0x27) [0x2ab77c451fb7] -> dovecot/imap(cmd_select_full+0x183) [0x411683] -> dovecot/imap(command_exec+0x3d) [0x416d7d] -> dovecot/imap() [0x415e40] -> dovecot/imap() [0x415f3a] -> dovecot/imap(client_handle_input+0x11d) [0x4161ad] -> dovecot/imap(client_input+0x6f) [0x41651f] -> /usr/lib64/dovecot/libdovecot.so.0(io_loop_call_io+0x36) [0x2ab77c763c36] -> /usr/lib64/dovecot/libdovecot.so.0(io_loop_handler_run+0xa7) [0x2ab77c764cb7] -> /usr/lib64/dovecot/libdovecot.so.0(io_loop_run+0x38) [0x2ab77c763ba8] -> /usr/lib64/dovecot/libdovecot.so.0(master_service_run+0x13) [0x2ab77c712ef3] -> dovecot/imap(main+0x2a7) [0x41fae7] -> /lib64/libc.so.6(__libc_start_main+0xfd) [0x2ab77c9e5cdd] -> dovecot/imap() [0x40aba9]
Mar 21 10:08:21 ip-50-62-9-86 dovecot: imap([email protected][HIDDEN].com): Fatal: master: service(imap): child 24511 killed with signal 6 (core dumps disabled)
 
Last edited by a moderator:

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,202
363
It looks like the dovecot.index file for this email account might be corrupted. Please try moving it out of the way to see if that resolves the issue. EX:

Code:
mv /home/username/mail/domain.com/email-account/dovecot.index /root/
The file should automatically regenerate upon logging in.

Thank you.