Error occurred when using cPanel Roundcube Webmail causing trouble?

At Bobcares, we offer solutions for every query, big and small, as a part of our Server Management Service.

Let’s take a look at how our Support Team recently helped a customer deal with an error occurred when using cPanel Roundcube Webmail.

Dealing with: error occurred when using cPanel Roundcube Webmail

Have you been coming across the following error that may pop up occasionally when you attempt to access a folder in the webmail while using the Roundcube webmail program:

An error occurred! Server error! (OK)

According to our Support Engineers, we will notice the following entry while reading the error log:

Unexpected condition from IMAP server, closed or corrupt connection to IMAP. Possible mailbox corruption.

The error message is an indication of a potentially corrupt index file. We can find the error logs at:

• If Roundcube is using MySQL as database backend:

  /var/cpanel/roundcube/log/errors

• If Roundcube is using SQLite as database backend:
  • For cPanel versions prior to 78:

     /home/$username/tmp/errors

  • For cPanel versions after 78:/home/$username/logs/roundcube/errors.log
• If PHP-FPM for cPanel services is enabled:

  /home/$username/logs/.php.error.log

How to resolve : Error occurred when using cPanel Roundcube Webmail

Dovecot utilizes index files to speed up reading the mailboxes. Furthermore, it creates a separate file for each mailbox. In case the index files are missing, they are created automatically by Dovecot as soon as we open the mailbox. This comes in handy to fix the error on hand.

1. First, we can ask the user to log out of all webmail sessions.
2. After that, we have to open the File Manager and navigate to the /mail/ directory in order to locate the corresponding domain and user folders of the account experiencing the error. For instance,

   /home/<username>/mail/<domain name>/<email account name>/
3. Then we have to locate the dovecot.index file and rename it as dovecot.index.bak. In some cases, we may have to do this in additional folders that are specific to the account. For example: .Sent, .Trash and so on.

After this process, the index files are automatically recreated the next time the user logs in, thereby resolving the error.

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Conclusion

To conclude, the skilled Support Engineers at Bobcares demonstrated how to resolve a cPanel Roundcube Webmail error.