Issue Weird behaviour of mail

[Novadiei]

Hi,

One of my clients called me because the emails did not get delivered to his mail box.

After looking at the mail logs through the extension I noticed that they were getting relayed to a different mailbox. The mailbox was listed in mail settings as forward address in case of unknown email address. The weird thing is is that email address has been working for ages.

If I switch off the relaying service the emails get delivered to the mailbox, if I switch it on then the emails get forwarded to a different email address, this only happens with one mailbox. It is very weird and is puzzling me.

The first log is from when the forwarding is switched on in case of non extistent email address, and the second one is when it is disabled, it starts working.

It says that the original message was for export but got relayed to info? also the info mailbox does not have these emails, any way to find them through SSH? or check? where did they go?

2022-02-02 17:02:18 postfix/pipe[3909319] 198E22300A85: to=<info@xxx.lt>, orig_to=<export@xxx.lt>, relay=plesk_virtual, delay=0.54, delays=0.44/0/0/0.1, dsn=2.0.0, status=sent (delivered via plesk_virtual service)
2022-02-02 17:02:18 dovecot[3910163] service=lda, user=info@xxx.lt, ip=[]. msgid=<c040a59b-b684-8078-8023-41e0859e0263@yyy.lt>: saved mail to INBOX
2022-02-02 17:02:18 postfix-local[3910161] 198E22300A85: from=<me@yyy.lt>, to=<info@xxx.lt>, dirname=/var/qmail/mailnames
2022-02-02 17:02:18 psa-pc-remote[2114777] 198E22300A85: from=<me@yyy.lt> to=<info@xxx.lt>

Here is the log for a successful email to that same mailbox

2022-02-02 17:00:50 postfix/pipe[3909319] 80F0C2300A82: to=<export@xxx.lt>, relay=plesk_virtual, delay=6.6, delays=2/0.01/0/4.6, dsn=2.0.0, status=sent (delivered via plesk_virtual service)
2022-02-02 17:00:50 dovecot[3909416] service=lda, user=export@xxx.lt, ip=[]. sieve: msgid=<156c52f6-e536-f025-33a7-e80231c010eayyy.lt>: stored mail into mailbox 'INBOX'
2022-02-02 17:00:50 spamd[3590005] spamd: result: . -5 - DKIM_SIGNED,DKIM_VALID,DKIM_VALID_AU,DKIM_VALID_EF,HTML_MESSAGE,RCVD_IN_DNSWL_HI,SPF_HELO_NONE,SPF_PASS,T_REMOTE_IMAGE,T_SCC_BODY_TEXT_LINE,URIBL_BLOCKED scantime=4.4,size=8701,user=export@xxx.lt,uid=30,required_score=7.0,rhost=::1,raddr=::1,rport=37828,mid=<156c52f6-e536-f025-33a7-e80231c010eayyy.lt>,autolearn=ham autolearn_force=no
2022-02-02 17:00:50 spamd[3590005] spamd: clean message (-5.2/7.0) for export@xxx.lt:30 in 4.4 seconds, 8701 bytes.
2022-02-02 17:00:46 spamd[3590005] spamd: processing message <156c52f6-e536-f025-33a7-e80231c010eayyy.lt> for export@xxx.lt:30
2022-02-02 17:00:46 spamd[3590005] spamd: using default config for export@xxx.lt: /var/qmail/mailnames/xxx.lt/export/.spamassassin/user_prefs
2022-02-02 17:00:46 postfix-local[3909320] 80F0C2300A82: from=<me@yyy.lt>, to=<export@xxx.lt>, dirname=/var/qmail/mailnames
2022-02-02 17:00:44 psa-pc-remote[2114777] 80F0C2300A82: from=<me@yyy.lt> to=<export@xxx.lt>

Also the mail log extension for plesk for some reason has the wrong month date.

System information:

Version Plesk Obsidian v18.0.41_build1800220207.23 os_CentOS 8
OS AlmaLinux 8.5 (Arctic Sphynx)

I did a full upgrade/migration to Almalinux from Centos8 a couple of weeks ago, but I do not think this is related.

 

[Maarten]

Confirmed that this is a bug:
"Also the mail log extension for plesk for some reason has the wrong month date."

Can you create a report for this please? Or you want me to do this?

 

[Novadiei]

Confirmed that this is a bug:
"Also the mail log extension for plesk for some reason has the wrong month date."

Can you create a report for this please? Or you want me to do this?

Maybe if it is not too much trouble you can do it? Do you have more information regarding the email issue?

 

[Maarten]

No trouble at all, I'll create the bugreport.

I didn't look at your mailproblem yet, not sure what's going on there.

 

[Novadiei]

Any news on the email side? The issue is happening again, maybe somebody can help?

 

[Kaspar]

Any news on the email side? The issue is happening again, maybe somebody can help?

I am not sure I fully understand your issue. Could explain in more detail what's happening and what settings are used in Plesk?

After looking at the mail logs through the extension I noticed that they were getting relayed to a different mailbox. The mailbox was listed in mail settings as forward address in case of unknown email address. The weird thing is is that email address has been working for ages.

How are email messages relayed to a different mailbox? What settings are used? Does it relay to an external email account?

If I switch off the relaying service the emails get delivered to the mailbox, if I switch it on then the emails get forwarded to a different email address, this only happens with one mailbox. It is very weird and is puzzling me.

How did you switch off the relaying service?

 

[Novadiei]

I am not sure I fully understand your issue. Could explain in more detail what's happening and what settings are used in Plesk?


How are email messages relayed to a different mailbox? What settings are used? Does it relay to an external email account?


How did you switch off the relaying service?

The subscription has 2 emails, one is info@yyy.com the other one export@yyy.com, they are both fully functional mail boxes and all is good.
Then all of sudden export@yyy.com stops recieving email, I checked with a gmail email and an IMAP one, I sent the emails, nothing in the mailbox, then I started checking the logs in the mail log browser extension in plesk, I started seeing the information mentioned above, (quote num. 1), the email arrives says that originally was ment for export@yyy.com but then it got relayed to info@yyy.com.

2022-02-02 17:02:18 postfix/pipe[3909319] 198E22300A85: to=<info@xxx.lt>, orig_to=<export@xxx.lt>, relay=plesk_virtual, delay=0.54, delays=0.44/0/0/0.1, dsn=2.0.0, status=sent (delivered via plesk_virtual service)

I started investigating first I checked if the export email box has some kind of forwarding set in roundcube, it does not, I can not verify the clients outlook software but I do not think that information would show up in the mail log browser.

After checking I found out that in the mail settings in plesk there is an option turned on to relay email to the info email box in case if an email box does not exist in the subscription, just for pure testing I turned on the bouncing feature for emails, same effect I got a bounce saying that export@yyy.com does not exist, then I tried the third option which was to reject the email, then it started working and I got messages in the mail log extension as this one here:

2022-02-02 17:00:50 postfix/pipe[3909319] 80F0C2300A82: to=<export@xxx.lt>, relay=plesk_virtual, delay=6.6, delays=2/0.01/0/4.6, dsn=2.0.0, status=sent (delivered via plesk_virtual service)
2022-02-02 17:00:50 dovecot[3909416] service=lda, user=export@xxx.lt, ip=[]. sieve: msgid=<156c52f6-e536-f025-33a7-e80231c010eayyy.lt>: stored mail into mailbox 'INBOX'
2022-02-02 17:00:50 spamd[3590005] spamd: result: . -5 - DKIM_SIGNED,DKIM_VALID,DKIM_VALID_AU,DKIM_VALID_EF,HTML_MESSAGE,RCVD_IN_DNSWL_HI,SPF_HELO_NONE,SPF_PASS,T_REMOTE_IMAGE,T_SCC_BODY_TEXT_LINE,URIBL_BLOCKED scantime=4.4,size=8701,user=export@xxx.lt,uid=30,required_score=7.0,rhost=::1,raddr=::1,rport=37828,mid=<156c52f6-e536-f025-33a7-e80231c010eayyy.lt>,autolearn=ham autolearn_force=no
2022-02-02 17:00:50 spamd[3590005] spamd: clean message (-5.2/7.0) for export@xxx.lt:30 in 4.4 seconds, 8701 bytes.
2022-02-02 17:00:46 spamd[3590005] spamd: processing message <156c52f6-e536-f025-33a7-e80231c010eayyy.lt> for export@xxx.lt:30
2022-02-02 17:00:46 spamd[3590005] spamd: using default config for export@xxx.lt: /var/qmail/mailnames/xxx.lt/export/.spamassassin/user_prefs
2022-02-02 17:00:46 postfix-local[3909320] 80F0C2300A82: from=<me@yyy.lt>, to=<export@xxx.lt>, dirname=/var/qmail/mailnames
2022-02-02 17:00:44 psa-pc-remote[2114777] 80F0C2300A82: from=<me@yyy.lt> to=<export@xxx.lt>

Just to be clear, both of the email boxes are in the same subscription under the same domain, I did not receive any more complaints from any other customer, it is just this mailbox.

Another thing, this subscription / customer was migrated to this plesk panel from an older one, both of the plesk versions are 18, but maybe this could be an issue? As I have encountered DNS issues before with transfers and file permissions. (the email was working for quite some time after the transfer)

Hope this makes it clear, if not I can maybe show a video or something

 

[Kaspar]

Hmm, I am not sure about the issue. Try running the # plesk repair mail example.com command with SSH to see if there are any errors.

 

[Novadiei]

Hmm, I am not sure about the issue. Try running the # plesk repair mail example.com command with SSH to see if there are any errors.

Here is the result

 

[Novadiei]

I think this is a bug with subscriptions migrated from an old server, there is the same issue with another domain, it says that the user does not exist, which is not true

 

[Kaspar]

I wish I could help but I ran out of ideas on how to solve this issue. It might very well be a bug. My suggestion would be to contact Plesk support about your issue. They can investigate the issue, solve it and also determine if it's a bug.