Email account disappeared

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icsantos
Posts: 1
Joined: Wed Jul 14, 2021 1:37 pm

Email account disappeared

Post by icsantos »

Hello everybody,

I'm running a weird case where a user's email account no longer exists, and zimbra is in some inconsistent state.

This is a new customer I am migrating from his old provider to a new datacenter. I exported all his accounts (7000+) in a csv, created those accounts in the new environment, and exported/imported all e-mail account data with the Zimbra API using curl.

Here is the strange event. Yesteday this customer said the account disappeared. Then I checking this situation I found:

Zimbra version is (zmcontrol -v):
Release 8.8.15_GA_3869.RHEL7_64_20190917004220 RHEL7_64 FOSS edition, Patch 8.8.15_P22.

The account name is lorena.pinto.

The account was created in June/22 and I can see activities on that account until July/07. e.g.

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[zimbra@mailserver01 ~]$ zmprov -l gaa | grep lorena.pinto
[zimbra@mailserver01 ~]$

Code: Select all

[..]
2021-07-06 08:32:33,521 INFO  [qtp2076287037-13050://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=3977266d;] soap - (batch) AuthRequest elapsed=13
2021-07-06 08:32:33,525 INFO  [qtp2076287037-13050://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=3977266d;] soap - (batch) GetInfoRequest elapsed=4
2021-07-06 08:32:33,759 INFO  [qtp2076287037-12650://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=39772670;] soap - (batch) AuthRequest elapsed=3
2021-07-06 08:32:33,763 INFO  [qtp2076287037-12650://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=39772670;] soap - (batch) GetInfoRequest elapsed=4
2021-07-06 08:32:33,778 INFO  [qtp2076287037-13322://localhost:8080/service/soap/GetAvailableLocalesRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ua=ZCS/8.8.15_GA_4018;soapId=39772672;] soap - GetAvailableLocalesRequest elapsed=1
2021-07-06 08:32:33,822 INFO  [qtp2076287037-15260://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=39772676;] soap - (batch) AuthRequest elapsed=0
2021-07-06 08:32:33,823 INFO  [qtp2076287037-15260://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=39772676;] soap - (batch) GetInfoRequest elapsed=1
2021-07-06 08:32:33,834 INFO  [qtp2076287037-14479://localhost:8080/service/soap/GetFolderRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=zclient/8.8.15_GA_4018;soapId=39772677;] soap - GetFolderRequest elapsed=1
2021-07-06 08:32:33,839 INFO  [qtp2076287037-12782://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=ZCS/8.8.15_GA_4018;soapId=39772678;] soap - BatchRequest
2021-07-06 08:32:33,846 INFO  [qtp2076287037-12782://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=ZCS/8.8.15_GA_4018;soapId=39772678;] soap - (batch) GetInfoRequest elapsed=7
2021-07-06 08:32:34,897 INFO  [qtp2076287037-12782://localhost:8080/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;oip=138.122.95.46;ua=ZCS/8.8.15_GA_4018;soapId=39772678;] soap - (batch) SearchRequest elapsed=1051
2021-07-06 08:32:34,921 INFO  [qtp2076287037-14697:https://localhost:7071/service/admin/soap/GetDomainInfoRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ua=ZCS/8.8.15_GA_4018;soapId=39772691;] soap - GetDomainInfoRequest elapsed=0
2021-07-06 08:32:36,265 INFO  [qtp2076287037-14475:https://webmail.aracaju.se.gov.br/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=36922;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=397726a7;] soap - BatchRequest
2021-07-06 08:32:36,266 INFO  [qtp2076287037-14475:https://webmail.aracaju.se.gov.br/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=36922;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=397726a7;] soap - (batch) GetMailboxMetadataRequest elapsed=1
2021-07-06 08:32:36,273 INFO  [qtp2076287037-13109:https://webmail.aracaju.se.gov.br/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=36926;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=397726a8;] soap - BatchRequest
2021-07-06 08:32:36,276 INFO  [qtp2076287037-13109:https://webmail.aracaju.se.gov.br/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=36926;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=397726a8;] soap - (batch) DiscoverRightsRequest elapsed=3
2021-07-06 08:32:39,156 INFO  [qtp2076287037-13532:https://webmail.aracaju.se.gov.br/home/lorena.pinto@aracaju.se.gov.br/Contacts?fmt=cf&t=2&all=all] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=36940;] sqltrace - Slow execution (2696ms): SELECT mi.id, mi.type, mi.parent_id, mi.folder_id, mi.prev_folders, mi.index_id,mi.imap_id, mi.date, mi.size, mi.locator, mi.blob_digest, mi.unread, mi.flags, mi.tag_names, mi.subject,mi.name, mi.metadata, mi.mod_metadata, mi.change_date, mi.mod_content, mi.uuid FROM mboxgroup17.mail_item AS  mi WHERE mailbox_id = 2517 AND folder_id = 13 AND type = 6 ORDER BY CONCAT(mi.sender, LPAD(CAST(mi.id AS CHAR), 10, '0')), mi.id
2021-07-06 08:32:41,318 INFO  [qtp2076287037-12368:https://webmail.aracaju.se.gov.br/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37132;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772705;] soap - BatchRequest
2021-07-06 08:32:41,318 INFO  [qtp2076287037-12368:https://webmail.aracaju.se.gov.br/service/soap/BatchRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37132;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772705;] soap - (batch) GetMailboxMetadataRequest elapsed=0
2021-07-06 08:32:41,600 INFO  [qtp2076287037-13050:https://webmail.aracaju.se.gov.br/service/soap/ZxChatRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37146;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=3977270c;] extensions - lorena.pinto@aracaju.se.gov.br changed status to AVAILABLE
2021-07-06 08:32:41,602 INFO  [qtp2076287037-13050:https://webmail.aracaju.se.gov.br/service/soap/ZxChatRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37146;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=3977270c;] soap - ZxChatRequest elapsed=5
2021-07-06 08:32:41,822 INFO  [qtp2076287037-13116:https://webmail.aracaju.se.gov.br/service/soap/ZxChatRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37154;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772710;] extensions - lorena.pinto@aracaju.se.gov.br changed status to AVAILABLE
2021-07-06 08:32:41,822 INFO  [qtp2076287037-13116:https://webmail.aracaju.se.gov.br/service/soap/ZxChatRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37154;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772710;] soap - ZxChatRequest elapsed=1
2021-07-06 08:32:41,823 INFO  [qtp2076287037-10830:https://webmail.aracaju.se.gov.br/service/soap/ModifyPropertiesRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37152;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772711;] soap - ModifyPropertiesRequest elapsed=2
2021-07-06 08:32:41,827 INFO  [qtp2076287037-13349:https://webmail.aracaju.se.gov.br/service/soap/ZxChatRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37156;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772712;] soap - ZxChatRequest elapsed=0
2021-07-06 08:32:44,500 INFO  [qtp2076287037-13116:https://webmail.aracaju.se.gov.br/service/soap/SearchConvRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37202;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=39772730;] soap - SearchConvRequest elapsed=1313
2021-07-06 08:32:45,007 INFO  [qtp2076287037-13050:https://webmail.aracaju.se.gov.br/service/soap/ConvActionRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37256;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=3977274a;] soap - ConvActionRequest elapsed=291
2021-07-06 08:32:45,527 INFO  [qtp2076287037-14969:https://webmail.aracaju.se.gov.br/service/soap/GetMiniCalRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37268;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=3977274f;] soap - GetMiniCalRequest elapsed=589
2021-07-06 08:32:49,923 INFO  [qtp2076287037-13116:https://webmail.aracaju.se.gov.br/service/soap/ConvActionRequest] [name=lorena.pinto@aracaju.se.gov.br;mid=2517;ip=138.122.95.46;port=37386;ua=ZimbraWebClient - GC91 (Win)/8.8.15_GA_4026;soapId=397727a1;] mailop - Moving VirtualConversation (id=-2022) to Folder Trash (id=3).  Affected message ids: 2022.
[..]
But after that date, I don't see account activities anymore.

I discovered that account renaming and deletetation would generate a log entry in the /opt/zimbra/log/audit.log* like "cmd=DeleteAccount;" or "cmd=RenameAccount;", but I only see in the log the account I created for testing (teste_ivan).

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[zimbra@mailserver01 ~]$ zcat /opt/zimbra/log/audit.log* | grep cmd=RenameAccount;

gzip: /opt/zimbra/log/audit.log: not in gzip format
2021-07-13 18:59:21,303 INFO  [qtp2076287037-163638:https://mailserver01.aracaju.dc.grupogmaes.com:7071/service/admin/soap/RenameAccountRequest] [name=admin@aracaju.se.gov.br;mid=2;ip=138.122.92.22;port=50192;ua=ZimbraWebClient - FF89 (Mac);soapId=409d80ad;] security - cmd=RenameAccount; name=teste_ivan@aracaju.se.gov.br; newName=teste_ivan123@aracaju.se.gov.br;
[zimbra@mailserver01 ~]$ zcat /opt/zimbra/log/audit.log* | grep cmd=DeleteAccount;

gzip: /opt/zimbra/log/audit.log: not in gzip format
2021-07-13 19:00:24,096 INFO  [qtp2076287037-162876:https://mailserver01.aracaju.dc.grupogmaes.com:7071/service/admin/soap/DeleteAccountRequest] [name=admin@aracaju.se.gov.br;mid=2;ip=138.122.92.22;port=50192;ua=ZimbraWebClient - FF89 (Mac);soapId=409d817f;] security - cmd=DeleteAccount; name=teste_ivan123@aracaju.se.gov.br; id=36baeef6-9fc3-4cbb-aafd-48d7f27e59ee;
I also checked the output of:

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[zimbra@mailserver01 ~]$ mysql -e "select email, from_unixtime(deleted_at) from zimbra.deleted_account order by deleted_at"
+---------------------------------+---------------------------+
| email                           | from_unixtime(deleted_at) |
+---------------------------------+---------------------------+
| teste_ivan123@aracaju.se.gov.br | 2021-07-13 19:00:01       |
+---------------------------------+---------------------------+
But nothing there.

When I tried to recreate an account with the exact name, Zimbra didn't allow me. The same for creating a new account with a different name and add an alias with the original name.

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Erro ao adicionar nomes alternativos.
Mensagem: entry not found - unable to create entry: ldap host=mailserver01.aracaju.dc.grupogmaes.com:389: no such object Código de erro: ldap.ENTRY_NOT_FOUND Method: [unknown] Detalhes:soap:Receiver 
Didn't find a similar problem in the forums, and don't have a clue to follow. Does someone knows anything else I can try?
Thanks in advance!
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