[SOGo] One user unable to see any mail
I have an odd one. I have one user (out of thousands) that is unable to see any of his mail any longer in the SOGo web interface. He can log in successfully, view his calendar and his address book, but the folder pane is empty, and the "Get Mail" and "Write" buttons do nothing. Steps taken to trouble shoot: 1) Tried on a different computer with multiple browsers (Firefox, Chrome, Safari). 2) Deleted sogo user with sogo-tool. Logged back in which created sogo account successfully 3) Created account in Thunderbird to confirm IMAP was functioning correctly - it is. I can see SOGo logging into the IMAP server in the dovecot logs, so that isn't the problem. No other users are complaining of the issue, and I've not installed any updates in at least 10 weeks. User claimed it began just before our winter break which started 12/17. Any ideas on what to look at next? Thanks, Chris -- Chris Hobbs Director, Technology New Haven Unified School District -- This message was scanned by ESVA and is believed to be clean. -- users@sogo.nu https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
On 1/5/11 2:54 PM, Milos Wimmer wrote: On Wed, 5 Jan 2011, Chris Hobbs wrote: I have an odd one. I have one user (out of thousands) that is unable to see any of his mail any longer in the SOGo web interface. He can log in successfully, view his calendar and his address book, but the folder pane is empty, and the "Get Mail" and "Write" buttons do nothing. I had one similar case. The reason of it was user had separating line (in between list of header lines and message body) moved to top of the window - so no headers of messages were displayed). Moving separating line down solved it ;-) Do you see that line? We've seen that issue as well, but that isn't the problem in this case. In fact, that's what I fully expected to find when I got the squawk :) BTW - 'sogo-tool remove' doesn't remove all users data. His preferences (like a position of the separating line in Mail module) stay in the database all the time :-( Good to know - guess I need to go be more aggressive in the mysql database instead. Chris -- Chris Hobbs Director, Technology New Haven Unified School District -- This message was scanned by ESVA and is believed to be clean. -- users@sogo.nu https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
On 1/5/11 3:52 PM, Chris Hobbs wrote: BTW - 'sogo-tool remove' doesn't remove all users data. His preferences (like a position of the separating line in Mail module) stay in the database all the time :-( Good to know - guess I need to go be more aggressive in the mysql database instead. Actually, it does seem that sogo_tool remove does remove all trace of the user. At least I can't find him anymore in sogo_user_profile or sogo_folder_info after his removal. When he logs in again, entries in both are created with new path names in sogo_folder_info. -- Chris Hobbs Director, Technology New Haven Unified School District -- This message was scanned by ESVA and is believed to be clean. -- users@sogo.nu https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
On Wed, 5 Jan 2011, Chris Hobbs wrote:
BTW - 'sogo-tool remove' doesn't remove all users
data. His preferences
(like a position of the separating line in Mail
module) stay in the database all the time :-(
Actually, it does seem that sogo_tool remove does remove all trace of the
user. At least I can't find him anymore in sogo_user_profile or
sogo_folder_info after his removal. When he logs in again, entries in both
are created with new path names in sogo_folder_info.
Try this:
- change position of the separating line in Mail module
-> sogo-tool backup . user
- look into user file. You will find some:
Mail = {
DragHandleVertical = 101;
};
-> sogo-tool remove user
-> sogo-tool backup . user
- look into user file. You will find DragHandleVertical parameter there.
So I think 'sogo-tool remove' doesn't remove all users data.
Developers could clarify it.
Regards
Milos
--
users@sogo.nu
https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
Still need some ideas on this one... thanks! Chris On 1/5/11 2:00 PM, Chris Hobbs wrote: I have an odd one. I have one user (out of thousands) that is unable to see any of his mail any longer in the SOGo web interface. He can log in successfully, view his calendar and his address book, but the folder pane is empty, and the "Get Mail" and "Write" buttons do nothing. Steps taken to trouble shoot: 1) Tried on a different computer with multiple browsers (Firefox, Chrome, Safari). 2) Deleted sogo user with sogo-tool. Logged back in which created sogo account successfully 3) Created account in Thunderbird to confirm IMAP was functioning correctly - it is. I can see SOGo logging into the IMAP server in the dovecot logs, so that isn't the problem. No other users are complaining of the issue, and I've not installed any updates in at least 10 weeks. User claimed it began just before our winter break which started 12/17. Any ideas on what to look at next? Thanks, Chris -- Chris Hobbs Director, Technology New Haven Unified School District -- This message has been checked by ESVA and is believed to be clean. -- Chris Hobbs Director, Technology New Haven Unified School District -- This message was scanned by ESVA and is believed to be clean. -- users@sogo.nu https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
-BEGIN PGP SIGNED MESSAGE- Hash: SHA256 Is it possible that the user has so many emails that the server is hitting a byte limit of some sort? On 01/06/2011 12:54 PM, Chris Hobbs wrote: > Still need some ideas on this one... thanks! > > Chris > > On 1/5/11 2:00 PM, Chris Hobbs wrote: >> I have an odd one. I have one user (out of thousands) that is unable >> to see any of his mail any longer in the SOGo web interface. He can >> log in successfully, view his calendar and his address book, but the >> folder pane is empty, and the "Get Mail" and "Write" buttons do nothing. >> >> Steps taken to trouble shoot: >> >> 1) Tried on a different computer with multiple browsers (Firefox, >> Chrome, Safari). >> 2) Deleted sogo user with sogo-tool. Logged back in which created sogo >> account successfully >> 3) Created account in Thunderbird to confirm IMAP was functioning >> correctly - it is. >> >> I can see SOGo logging into the IMAP server in the dovecot logs, so >> that isn't the problem. No other users are complaining of the issue, >> and I've not installed any updates in at least 10 weeks. User claimed >> it began just before our winter break which started 12/17. >> >> Any ideas on what to look at next? >> >> Thanks, >> >> Chris >> -- >> Chris Hobbs >> Director, Technology >> New Haven Unified School District >> -- This message has been checked by ESVA and is believed to be clean. > > > -- > Chris Hobbs > Director, Technology > New Haven Unified School District > -- This message has been checked by ESVA and is believed to be clean. - -- Though it's cold and lonely in the deep dark night I can see paradise by the dashboard light -- Meatloaf - "Paradise by the Dashboard Light - Lyrics" -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) iQIcBAEBCAAGBQJNJiyCAAoJEFKVLITDJSGSl7gQAK71rgrj2DehlYtC8Lptx4PQ IkYg++6kOrVF/mvJ1VbXWAkDIKmUkvcSAxf1h+DsOs1ZzEWnTw/3/TkGsIe4Fdyz 2LirYuDE0Bcz7bY1zH67yJ/xagScDfA2SSDB8GnObn8CHoPIEp2IP31WFaoSJHf2 iCRYyR5YwCsieR/O0nSgH8p11YEWDJYU7Na1AfqZZmPtjMXtvC5QnXJyV4S+VEb3 FJtZoC7R2HFRijyctAx0h6WGqYZc6oNiYM8WDJzYZi4XrylYJUaz9U/zxhYT3ZFh CyCmpOu8kkMtIV+KAUdi9SbO/+bvfk5Oe0aKwV0z88V/bsAl/4OnQRTDeE/6PYAr fkICnm/84wVoUlM6mW4XsmPc33UGtlIoVsemcTdvJRcYkAYMyfzgCbKivc+JPETz MVHoZLlGkvefZRQzuAwv9rNaNcx8ljxQ4JRkYIEI6y9AwECVeMGZDTYguKZERFid OiRl1JjFMBs9DGr2MGX8rJHBZhjaGg68zVzn4qc1idYvvKpHxnwi069DUZar/yfk ceEqMh96VpL/OR41GzekMZFBr0GOuZynhKzCTthiz71wZBKkBt7M3qd9twhCJ8UT Jce4vqBtLwX9+na6jpNEdX26EwKivYq91YnBoAHd2mbxqujBni9GwBq8pwactGRy Iksb44xfsBOZ93KC5gtv =c3MZ -END PGP SIGNATURE- -- users@sogo.nu https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
On 11-01-06 3:54 PM, Chris Hobbs wrote: Still need some ideas on this one... thanks! You might want to sniff the IMAP session for that user (SOGo <-> IMAP server). Could be tricky if you don't have a test environment and tons of traffic. Regards, -- Ludovic Marcotte lmarco...@inverse.ca :: +1.514.755.3630 :: www.inverse.ca Inverse inc. :: Leaders behind SOGo (www.sogo.nu) and PacketFence (www.packetfence.org) -- users@sogo.nu https://inverse.ca/sogo/lists
Re: [SOGo] One user unable to see any mail
On a hunch that there was a malformed messgae in the user's inbox, I went ahead and performed a binary search by moving messages into new folders until I found the culprit. Sure enough, I found one message that was causing the user's issue. The only thing that jumps out at me about this message is that the Subject header is multi-line and UTF formatted. Is it possible that SOGo can't handle that? FWIW, Thunderbird did display the message correctly. I have a zip of the problem message in case anyone wants to see it. Here's the subject header: Subject: =?utf-8?B?R2lhbnQgQmFsbCB0byBEcm9wIGF0IE5ldyBZZWFy4oCZcyBFdmUgQmxvd291dCBhdCA=?= =?utf-8?B?VHJhbnNmb3JtZWQgU3RvbmVyaWRnZSBTaG9wcGluZyBDZW50ZXLigKhCZW5lZml0cyA=?= =?utf-8?B?Zm91ciBUcmktVmFsbGV5IENoaWxkcmVu4oCZcyBDaGFyaXRpZXM=?= Chris On Thursday, January 6, 2011 12:57 PM PST, Ludovic Marcotte wrote: On 11-01-06 3:54 PM, Chris Hobbs wrote: > Still need some ideas on this one... thanks! You might want to sniff the IMAP session for that user (SOGo <-> IMAP server). Could be tricky if you don't have a test environment and tons of traffic. Regards, -- Ludovic Marcotte lmarco...@inverse.ca :: +1.514.755.3630 :: www.inverse.ca Inverse inc. :: Leaders behind SOGo (www.sogo.nu) and PacketFence (www.packetfence.org) -- users@sogo.nu https://inverse.ca/sogo/lists -- This message was scanned by ESVA and is believed to be clean. Click here to report this message as spam. http://mx.nhusd.k12.ca.us/cgi-bin/learn-msg.cgi?id=6575228B90.A48D8 -- Chris Hobbs Director, Technology New Haven Unified School District -- This message has been checked by ESVA and is believed to be clean.
