Webmail Issue

[PCZero]

I have a client who is having difficulty logging into web mail. When he enters his log info, he is redirected back to the login screen with the email address and password blanked out. I can log in using his info form my location just fine. I have tried with the firewall disabled to rule out that as the issue and that has no effect on the situation. Any ideas on what might be going on here?

 

[Shavaun]

You might want to check to see if they have cookies disabled or https disabled in their browser.

 

[PCZero]

I don't think that is the case as he was able to log in successfully until this morning. He tried this on multiple devices (PC, Mac, laptop) and all had the error. I'll ask him to check.

 

[PCZero]

All was well with cookies etc. Still has the error. Any further suggestions?

 

[kdean]

You could check the error log for issues:

/usr/local/cpanel/logs/error_log

or check the access_log to see if their connection uses multiple IP addresses at the same time.

If so, you can adjust:

WHM -> Server Configuration -> Tweak Settings -> Security -> Cookie IP Validation

A setting of loose rather than strict could fix it.

Validate the IP addresses used in all cookie-based logins. This will limit the ability of attackers who capture cPanel session cookies to use them in an exploit of the cPanel or WebHost Manager interfaces. For this setting to have maximum effectiveness, proxydomains should also be disabled. Strict validation requires the current IP address and the cookie IP address to exactly match. Loose validation only requires they are in the same /24.

Anyway, this particular issue happened with one of my clients recently and this did the trick.

Worth a shot in case it's the same issue.

 

[cPanelPeter]

Hello,

This could also be a block in cpHulk. Have you checked to see if his IP address is blocked there? Look in /usr/local/cpanel/logs/login.log as well for errors when the customer is attempting to log in.

 

[PCZero]

Petr BINGO! For some reason I tend to forget about checking cphulk. We have a winner. Thanks!