User can't login to email

malvim

Hi,

I'm having a weird case where one user can't login to their email account. Their login works for other apps, but not for email. I tried impersonating them and the temporary password also doesn't work.

Where should I begin to look for clues about what's going on?

Thanks!

malvim

@scooke Hi, sorry for the delay.

Yeah, @girish was able to solve the problem, which was not a technical one, as usually is the case with these things, heh.

The email she uses is an alias, and not <username>@<mydomain>, and she hadn't used it in a while. We're both pretty sure she used to be able to log in with either username only (no '@domain'), or with her aliased email <alias>@<mydomain>, but it seems we're both wrong on this.

So I tried to log into her email with <username>@<mydomain> and, lo and behold, it worked.

She doesn't use this email at all, so I'm talking to her and seeing if we change her username, since there's only a few apps and email will be the most important one from now on.

Thanks everyone for the help!

robi

@malvim for email, are they using their full email address to log in?

malvim

@robi we tried everything, full email address, cloudron username, nothing has worked so far.

So here's the current situation:

password is correct, since they can login to other apps
impersonation also worked for other apps but not email
email is working, since I can login to mine with no issues

thanks for replying

robi

@malvim please explain which email app they're using and the exact flow you have set up.

There are multiple email Apps, so try installing a new diff one, or a second new instance of the existing one.

There are also App logs, which can tell you how the login is failing.

girish

Yes, will be good to know what app you are logging in with and how. Note that you have to create a mailbox for a user, this is not automatically created (this used to happen automatically in old versions of cloudron). When you create the mailbox, make sure you set the owner username correctly and when you login you have to login with the email id (and not username).

malvim

@girish and @robi
Hey guys, thanks for the replies, I had a few crazy days and couln't get back to you or test it out more, but the problem persists:

I have two domains on this instance. I mostly use my "main", personal domain, but this user's mailbox use an address on another domain, which had been working fine.

I use RainLoop, but just installed RoundCube for testing purposes and the problem is the same: me and other users can login, even on different domains, but she can't. I tried impersonating and she tried her password (which works on other apps).

I checked RainLoop and RoudCube logs, and all I get is 401's for her, not many other clues.

robi

@malvim does she use special characters in her pw?

scooke

Is this new? Were they able to login to email specifically before?

Is email activated for them? I know a User gets assigned what looks like an email address on the Cloudron, for SSO in the right apps, but has her email for email been activated? Was the Group setting turned on for her Cloudron account, or for the domain she's supposed to access, a Group in which she's not a member, and thus she can't access the email?

malvim

@robi yes, there are special characters, but as I said, impersonation with a plain and simple password is also not working. Unless it's a specific impersionation problem with email, I wouldn't think that would be the problem?

@scooke thanks for helping as well. Yeah, this is a seldom-used email address, so it's been a while since she last logged in to email, but it's worked before, yes.

scooke

@malvim So the user can log in with the same credentials to other Cloudron apps, but can't for the email app... Do the logs for any working app show the connection attempt? And for the email app, there should be logs showing the attempt. There might be a hint there.

malvim

@scooke Yes, she can log onto other apps.
What do you mean about logs of working apps showing connection attempts? She can log in and use the apps okay, I've even done it myself using impersionation. I'm not sure I follow what you're getting at, would you mind expanding?

App logs (rainloop, roundcube) show the login attempt, but no info on why it's rejected. Rainloop responds with HTTP 200 whose contents have an error code of 102. a google search didn't really turn anything useful so far. Rouncube shows a HTTP 401 but that's about it.

My email logs show nothing about the attempted logins...

Thanks for helping out.

girish

@malvim Can you write to us at support@cloudron.io? Would be good to understand what is going on here. We need to provide better troubleshooting hints somewhere.

malvim

@girish sure, doing that right now. Thanks!

scooke

@malvim I was wondering if the logs could confirm that the username/password combo was being accepted or not, and how exactly.

Have you tried changing the user password? The Cloudron user password - this is used for other Cloudron-connected apps. It's a pain for the user to then update their password manager, but this is certainly one step in trying to get it all to work.

Did you confirm with @girish about his earlier question about the correct user being the owner of the mailbox? So far this seems like it "has" to be the only problem. As soon as you can confirm that they are the owner of their mailbox, then the troubleshooting steps have more plausible reason to pursue.

malvim