Webmail IMAP server issues

[Atomoyo]

I have spent a few hours trying to resolve an issue with logging in via cPanel to roundcube. When I or a customer attempts to login to an email account on roundcube through the email accounts page, the page will load for a long time before saying that IMAP is unavailable.

This issue has only occured since I updated to 114.0.5

I'm not quite sure where to go from here. I have attached a screenshot of the output of cat /var/log/mail.err which I assume is causing the issue.

If anyone has an ideas as to what may fix this, please let me know as I have customers unable to access their emails!

Many Thanks
Atomoyo

 

[cPRex]

Hey there! A couple thoughts:

-do you get any odd output when running "/scripts/restartsrv_dovecot"
-have you tried disabling the firewall on the server just in case that is somehow related?

 

[Atomoyo]

No, doesn't seem like there is anything odd when I run it.

I had assumed that cfw could be causing the issue, so I whitelisted all of the ports to do with mail according to documentation I found from cPanel. Then later completely disabled it which didn't seem to make a difference.

Earlier SpamAssasain seemed to be blocking stuff as well but I disabled that and haven't seen anything else from it since

 

[quietFinn]

I'd suggest you run:
/scripts/upcp -- force

 

[cPRex]

Running a forced update is never a bad idea!

 

[Atomoyo]

Didn't seem to make a difference. Still seeing the same IMAP is not available message. I also did a quick restart after the command too, is there any logs I can export that may help?

 

[cPRex]

I'd recommend creating a ticket with our team at this point so we can check it out!

 

[Atomoyo]

I just ran "tail -n 50 /usr/local/cpanel/logs/error_log" and got the following output:

[2023-09-15 22:20:17 +0200] warn [Internal Warning while parsing ./webmail/jupiter/index.html 20825] alarm() with negative argument at /usr/local/cpanel/Cpanel/Form.pm line 91.
at /usr/local/cpanel/Cpanel/Form.pm line 91.
Cpanel::Form::parseform() called at cpanel.pl line 883
cpanel::cpanel::script("cpanel::cpanel", "-webmail", "./webmail/jupiter/index.html") called at cpanel.pl line 324.

This shows up every time when someone tries to login. I believe this is the line "alarm( ( $end_time && ( $end_time - $current_time < $read_timeout ) ) ? ( $end_time - $current_time ) : $read_timeout );".

 

[cPRex]

Hey, that's something! So, a timeout. Do you see any failed login attempts in /var/log/maillog that have similar timestamps?

 

[Atomoyo]

So " tail -n 50 /var/log/mail.log" just seems to have logins then instant disconnections.



I ran " tail -n 50 /var/log/mail.err", not sure if it is of interest

 

[cPRex]

That all looks normal to me. Have you tried running "/scripts/upcp --force" on the system to ensure all the cPanel files are present?