webmail login error from cPanel

jfall123

Well-Known Member
Oct 31, 2005
55
2
158
I've recently build a new server and migrated some accounts to it:

cPanel 11.24.4-S35075 - WHM 11.24.2 - X 3.9
CENTOS 5.3 x86_64 xen

For some reason users are given an error when hitting the "access webmail" icon in cPanel. It brings them to a screen that says "logging you in" then to the webmail login screen with a "login failed" message. If I then login with their e-mail and password it works fine.

It seems like whatever password/session cPanel is trying to use to login to the main webmail screen is failing.

This is what I pulled from the login log:

xxx.xxx.xxx.xxx - [email protected] [05/12/2009:19:25:37 -0000] "GET /login/[email protected]7ZQkm5txAAuH2YswjmIljO36QcfSe HTTP/1.1" FAILED LOGIN webmaild: user password incorrect

It syas user password incorrect even though I am not even getting a chance to enter one, cPanel is trying to do authenticate in some fashion but I'm not sure how. I've tried from several browsers and get the same result.

This was a brand new account that I added to cPanel for testing, and a brand new mailbox. The mailbox login works perfectly fine if I access webmail directly, or even if I plug in the login details after I get the login failed message on the webmail login screen.

I have several other server builds that are very similar to this one and they are all working fine.

I've tried an upcp --force and that didn't fix it. I'm not sure what else would be causing it. Any suggestions?
 
Last edited:

chirpy

Well-Known Member
Verifed Vendor
Jun 15, 2002
13,437
33
473
Go on, have a guess
You could try:

/scripts/fullhordereset

Otherwise, unless someone has a better idea, you might want to log a ticket with cPanel.
 

PlatinumServerM

Well-Known Member
PartnerNOC
Jul 10, 2005
400
3
168
New Jersey, USA
cPanel Access Level
Root Administrator
Updating horde should fix it. But also try resetting the password again, even it's correct, just to make sure it has populated through all the necessary areas.
 

jfall123

Well-Known Member
Oct 31, 2005
55
2
158
I'm not really sure how Horde plays are role here. This is the login screen that is shown BEFORE you get the choice of which webmail client to use. I suppose it may tie in somehow?

In any event, I tried a fullhordereset and that didn't seem to resolve the problem.

I did get an error about greating a session table though, could be related to the problem?

Updating Horde 3.1.7p8
tar -x -p -z --no-same-owner -f /usr/local/cpanel/src/3rdparty/gpl/horde-3.1.7p8.cpanel.tar.gz -C /usr/local/cpanel/base
Archiving current Horde data to /var/cpanel/horde/horde.backup.sql.1242226884
Horde DB successfully archived
-rw------- 1 root root 6961360 May 13 08:01 /var/cpanel/horde/horde.backup.sql.1242226884
Cleaning old Horde data archives
Skipping /var/cpanel/horde/horde.backup.sql.1242226884 (archived)
Skipping /var/cpanel/horde/horde.backup.sql.1242226670 (archived)
Skipping /var/cpanel/horde/horde.backup.sql.1242226158 (archived)
Skipping /var/cpanel/horde/horde.backup.sql.1242225769 (archived)
Skipping /var/cpanel/horde/horde.backup.sql.1242225623 (archived)
Skipping /var/cpanel/horde/horde.backup.sql.1241812757 (archived)
Removing /var/cpanel/horde/horde.backup.sql.1241808650
Creating Horde database
ERROR 1005 (HY000) at line 166: Can't create table './horde/horde_sessionhandler.frm' (errno: 121)
Updating Pear modules ...Done
Horde updated to 3.1.7p8
Restoring previous Horde data
Resyncing Horde database items

Your horde password is above. Horde has been reset
 

chirpy

Well-Known Member
Verifed Vendor
Jun 15, 2002
13,437
33
473
Go on, have a guess
I'm not really sure how Horde plays are role here.
The fullhoredreset script initialises the integration of the whole webmail authentication system

I did get an error about greating a session table though, could be related to the problem?
Possibly. Is MySQL running? Is there sufficient space on /var? Can you get into mysql from the root shell:

# mysql
 

jfall123

Well-Known Member
Oct 31, 2005
55
2
158
The fullhoredreset script initialises the integration of the whole webmail authentication system


Possibly. Is MySQL running? Is there sufficient space on /var? Can you get into mysql from the root shell:

# mysql

Yeah, mysql is running ok and there is plenty of space. I tried it again and didn't get the error this time but the problem still remains :S
 

cPanelKenneth

cPanel Development
Staff member
Apr 7, 2006
4,607
79
458
cPanel Access Level
Root Administrator
I've recently build a new server and migrated some accounts to it:

cPanel 11.24.4-S35075 - WHM 11.24.2 - X 3.9
CENTOS 5.3 x86_64 xen

For some reason users are given an error when hitting the "access webmail" icon in cPanel. It brings them to a screen that says "logging you in" then to the webmail login screen with a "login failed" message. If I then login with their e-mail and password it works fine.
Are the users being prompted for a password between clicking the 'access webmail' icon and the 'logging you in' page?

Which cPanel theme is in use?
 

jfall123

Well-Known Member
Oct 31, 2005
55
2
158
Are the users being prompted for a password between clicking the 'access webmail' icon and the 'logging you in' page?

Which cPanel theme is in use?
You might be on to something here. The theme is X3, and when anyone clicks access webmail it says logging you in... and goes directly to a login failed screen (it does not prompt for a password.

I switched one account to the X theme and when I hit access webmail it asks me to enter the password for the mailbox then after successfully doing so it brings me to the webmail selection screen.

It seems like the X3 skin is trying to autologin users into the webmail selection screen but is failing to do so.

The only thing I can think of that might help is I believe I originally upgraded the server to EDGE when it was first built to make use of a new migration feature only available in EDGE, then later downgraded to a stable release. Perhaps the downgrade from EDGE caused an issue somewhere?
 

cPanelKenneth

cPanel Development
Staff member
Apr 7, 2006
4,607
79
458
cPanel Access Level
Root Administrator
You might be on to something here. The theme is X3, and when anyone clicks access webmail it says logging you in... and goes directly to a login failed screen (it does not prompt for a password.

I switched one account to the X theme and when I hit access webmail it asks me to enter the password for the mailbox then after successfully doing so it brings me to the webmail selection screen.

It seems like the X3 skin is trying to autologin users into the webmail selection screen but is failing to do so.

The only thing I can think of that might help is I believe I originally upgraded the server to EDGE when it was first built to make use of a new migration feature only available in EDGE, then later downgraded to a stable release. Perhaps the downgrade from EDGE caused an issue somewhere?
It somewhat depends upon how long ago the EDGE -> STABLE migration happened. Regardless, try /scripts/upcp --force . That will force cPanel to reinstall all the files for the branch you are using. If the problem is purely theme related, the forced update should resolve it.

If that doesn't resolve it, please open a support ticket so we can pinpoint the reason and resolve it.
 

jfall123

Well-Known Member
Oct 31, 2005
55
2
158
It somewhat depends upon how long ago the EDGE -> STABLE migration happened. Regardless, try /scripts/upcp --force . That will force cPanel to reinstall all the files for the branch you are using. If the problem is purely theme related, the forced update should resolve it.

If that doesn't resolve it, please open a support ticket so we can pinpoint the reason and resolve it.
Nah, I've all ready tried upcp --force a couple of times to no avail. I'll keep digging around and open up a support ticket if I can't figure it out.