Plesk 11.5: autoresponders created in previous Plesk version (9.x) do not work!

[halliday]

Hello,

OS: CentOS 6.4 (Final)
Panel version 11.5.30 Update #7

Autoresponders created before Plesk 11.5 was installed do not work. The previous version was 9.5.
New autoresponders work.

Yet, when I use the command:-
./autoresponder --info -mail [email protected]

It reports status okay (as follows)
Status true
Answer with subj: Re: <request_subject>
Format: html
Charset: WINDOWS-1252
Answer text: (the message here)
Attach files: 0
Forward request: [email protected]
SUCCESS: Gathering information for autoresponder complete


Is there a command to "re-activate" these old auto-responders?

The trouble is there are many of them, and it would be a huge job re-doing them individually again.

Please help!

 

[halliday]

Hello,

Just to add: I noticed that the email accounts created prior to plesk 11.5 were saved in table 'mail' (psa database).

Yet, when new mail accounts are added now, they are not added to that table.

Where are they saved? In which database?

I was wondering if this gives a hint to the cause of the problem?

I would greatly appreciate help on this. Many thanks.

 

[halliday]

Any chance of a response, please!

Thanks.

 

[igor.A.]

Hello,

Just to add: I noticed that the email accounts created prior to plesk 11.5 were saved in table 'mail' (psa database).

Yet, when new mail accounts are added now, they are not added to that table.

Where are they saved? In which database?

I was wondering if this gives a hint to the cause of the problem?

I would greatly appreciate help on this. Many thanks.

It is stored into psa.mail_resp table.
Was it Migration, Restore or Upgrade from 9.5?

 

[halliday]

Many thanks.
Was it Migration, Restore or Upgrade from 9.5?
I believe it was Migration. (I will double-check with the webhost)

In case this info helps to diagnose the cause:- The following ssh command:
mysql -u admin -pmypassord psa
results in the error:
ERROR 1045 (28000): Access denied for user 'admin'@'localhost' (using password: YES)

The same applies to mysqldump.

But the password is correct. The following command confirms it:-
/usr/local/psa/bin/admin --show-password

Many thanks for your help.

 

[igor.A.]

Many thanks.
Was it Migration, Restore or Upgrade from 9.5?
I believe it was Migration. (I will double-check with the webhost)

In case this info helps to diagnose the cause:- The following ssh command:
mysql -u admin -pmypassord psa
results in the error:
ERROR 1045 (28000): Access denied for user 'admin'@'localhost' (using password: YES)

The same applies to mysqldump.

But the password is correct. The following command confirms it:-
/usr/local/psa/bin/admin --show-password

Many thanks for your help.

# mysql -u admin -p`cat /etc/psa/.psa.shadow` psa

 

[halliday]

Thanks a lot for your quick reply.

I will backup both mail and mail_resp tables, retrieve them into a local database and study them. (because I could not access psa from Plesk control panel)

Perhaps I could find something in the tables to help in diagnosing the cause. Thanks a lot once again.

 

[halliday]

Was it Migration, Restore or Upgrade from 9.5?

After installing Plesk 11.5, the data from the old server was migrated over.

I have studied mail + mail_resp tables, comparing old and new entries.

They look identical - all autoresponders were switched on, forwarding + message (text) were the same.

Yet, old autoresponders do not work.

I'd appreciate help on this. Can it be some config file that needs updating (or something)?

 

[Nikolay.]

I have studied mail + mail_resp tables, comparing old and new entries.

They look identical

[vanga_mode]
Do autoresponders have names? Are they somehow different for old and new ones?
[/vanga_mode]

 

[halliday]

Thank you for your your response.

[vanga_mode]
Do autoresponders have names? Are they somehow different for old and new ones?
[/vanga_mode]

Yes, the old ones had the name 'general'
The new ones have no names because I could not get the cli command to work (please see this thread:
http://forum.parallels.com/showthread.php?289320-Plesk-11-5-Cli-to-create-autoresponders)

Now, all of them have the same name "default" !!!

Do you reckon the problem lies with the names? If so, I could change all to 'general' from within the psa database.
Thanks!

 

[Nikolay.]

Do you reckon the problem lies with the names? If so, I could change all to 'general' from within the psa database.

Yes. You should change all names to "default" (not "general"!), provided it is possible to do so without failing primary key or other DB constraints (MySQL would tell you so if this is the case).

Then to apply changes to the mail subsystem you should call # plesk sbin mchk --without-spam



P.S.: if you want this to be fixed by Parallels, you should post your report with detailed steps to reproduce. There's a special template for that on these forums, but I cannot find one right now.

 

[halliday]

Yes. You should change all names to "default" (not "general"!), provided it is possible to do so without failing primary key or other DB constraints (MySQL would tell you so if this is the case).

Then to apply changes to the mail subsystem you should call # plesk sbin mchk --without-spam

Many thanks for your help.

But now, their names are already 'default' - all of them.

The name 'general' was their name in Plesk 9.5
After migrating to 11.5, their names are all 'default' now.

Is there a need to do anything about the names, still?

P.S.: if you want this to be fixed by Parallels, you should post your report with detailed steps to reproduce. There's a special template for that on these forums, but I cannot find one right now

It is easier for us to be done from the command line. I am not sure how to generate the "Parallels report" .

Thanks a lot

 

[halliday]

Hello, I am not sure if this is relevant, but after stopping mailmng service, I ran the command:-

# plesk sbin mchk --without-spam

The complete result is shown below but I noticed this line:-
==> Checking for: vhostidmng... not exists

---------------------------------------------
==> Checking for: mailsrv_conf_init... ok
==> Checking for: mail_handlers_init... ok
==> Checking for: mailsrv_entities_dump... ok
==> Checking for: mail_admin_aliases... ok
==> Checking for: mail_auth_dump... ok
==> Checking for: mailman_lists_dump... ok
==> Checking for: mail_kav8_restore... ok
==> Checking for: mail_responder_restore... ok
==> Checking for: vhostidmng... not exists
==> Checking for: mail_grey_restore... ok
==> Checking for: mail_mailbox_restore... ok
==> Checking for: mail_spf_restore... ok
==> Checking for: mail_dk_restore... ok
==> Checking for: mail_drweb_restore... not exists
---------------------------------------------

 

[Nikolay.]

That's OK. Did something change after this in autoresponders operation?

 

[Nikolay.]

If old autoresponders still don't work, let's dig into mail subsystem!

First check output of the following command:

# sqlite3 -line /var/lib/plesk/mail/autoresponder/responder.db 'select * from autoresponder'

Check that records corresponding to old autoresponders are present. If they are, compare them to the records for new autoresponders. Do they differ?

If nothing seems different or missing try following to reset auto-reply counters and then check whether old autoresponders still don't work:

# sqlite3 /var/lib/plesk/mail/autoresponder/responder.db 'delete from resp_freq'

 

[igor.A.]

It is easier for us to be done from the command line. I am not sure how to generate the "Parallels report" .

I'm trying to reproduce such issue on our local environment but i cannot.
My 9.5 server has several domains with mailboxes with enabled autoresponders.
I'm migrating whole server from 9.5 to 11.5.30
After migration all autoresponders works correctly.

Halliday, can you provide us exact steps to reproduce this problem with detailed info?
How many autoresponders per mailbox do you have on 9.5? what configuration do they have?
Does autoresponder stop working on every mailbox?

 

[halliday]

If old autoresponders still don't work, let's dig into mail subsystem!

First check output of the following command:

# sqlite3 -line /var/lib/plesk/mail/autoresponder/responder.db 'select * from autoresponder'

Check that records corresponding to old autoresponders are present. If they are, compare them to the records for new autoresponders. Do they differ?

If nothing seems different or missing try following to reset auto-reply counters and then check whether old autoresponders still don't work:

# sqlite3 /var/lib/plesk/mail/autoresponder/responder.db 'delete from resp_freq'

Thanks.

The above (first) command, yields a huge amount of details - difficult to read. There are more than 4000 mail acounts + responders.

The second command did not make a difference.

But I used the following MYSQL command:
mysql> SELECT id, mn_id , resp_name, reply_to,resp_on,content_type,ans_freq from mail_resp

to produce 3 od ones + 3 new ones.

The following shows they are identical.


*old* mail accounts: The first 3

| id | mn_id | resp_name | reply_to | resp_on | content_type | ans_freq |
+-----+-------+-----------+---------------------+---------+--------------+----------+
| 861 | 865 | default | [email protected] | true | text/html | 10 |
| 862 | 866 | default | [email protected] | true | text/html | 10 |
| 863 | 867 | default | [email protected] | true | text/html | 10 |
+-----+-------+-----------+---------------------+---------+--------------+----------+

*new* mail accounts: the last 3

| id | mn_id | resp_name | reply_to | resp_on | content_type | ans_freq |
+------+-------+-----------+---------------------+---------+--------------+----- -----+
| 4877 | 4891 | default | [email protected] | true | text/html |10 |
| 4878 | 4892 | default | [email protected] | true | text/html |10 |
| 4881 | 4895 | default | [email protected] | true | text/html |10 |

Thank you.

 

[halliday]

I'm trying to reproduce such issue on our local environment but i cannot.
My 9.5 server has several domains with mailboxes with enabled autoresponders.
I'm migrating whole server from 9.5 to 11.5.30
After migration all autoresponders works correctly.

Halliday, can you provide us exact steps to reproduce this problem with detailed info?
How many autoresponders per mailbox do you have on 9.5? what configuration do they have?
Does autoresponder stop working on every mailbox?

Thank you!.

1 - exact steps to reproduce this problem with detailed info:
The intstallation + migration were done by the webhosting company. I honestly have no idea about these steps. Sorry.

2 - How many autoresponders per mailbox on 9.5?: Just one

3 - what configuration do they have: They are identical to the new ones (i.e resp_name, reply_to,resp_on,content_type, ans_freq, etc. (Except id + mn_id)

4 - Does autoresponder stop working on every mailbox? Yes.

Thank you!

 

[halliday]

Hello,
I noticed something that might help in identifying the cause.

If I pick an old mail account whose autoresponder dees not work,
e.g. [email protected]

And From Plesk:
Home>Subscriptions>mydomain.com>Mail>[email protected]
and select 'auto-reply' button

In the "Auto-reply message text" field: if I copy all the content of the field (i,e, the message body), delete it and paste it again
Then Click OK
The autoresponder starts to work again.

In other words, updating the message via plesk corrects the problem.
The only thing is that "reply from" does not work correctly.

Does this help in identifying the cause?

 

[halliday]

A quick update

I have found that if, from within Plesk 11.5, an old email account is selected

Home>Subscriptions>mydomain.com>Mail>[email protected]
and select 'auto-reply' button

Then simply Click OK. The autoresponder starts to work again.
( no need to do anything in the "Auto-reply message text" field as mentioned in my previous message)

I am not familiar with Plesk system files, but it looks to me that by simply clicking OK in the Auto-reply screen,
Plesk somehow updates 'something' that should have been done after or in the process of migration.

Your feedback would be greatly appreciated. Thanks