Search Engine: Elastic

Article ID: 119585, created on Jan 10, 2014, last review on Apr 10, 2016

  • Applies to:
  • Plesk Automation

Symptoms

  1. Unable to log in to the webmail with valid credentials:

    ERR Connection to IMAP server failed
    

    or

    Connection to storage server failed.
    

    or

    Error connecting to mail server
    
  2. Following error could be found in /var/log/plesk-roundcube/errors (in case of using roundcube webmail):

    [15-Apr-2014 16:03:23 +0500]: IMAP Error: Login failed for info@example.com.com from X.X.X.X. Could not connect to mail.example.com.com:143: php_network_getaddresses: getaddrinfo failed: Name or service not known in /usr/share/psa-roundcube/program/lib/Roundcube/rcube_imap.php on line 184 (POST /?_task=login&_action=login)
    

Cause

To authenticate user Webmail client connects remotely to the mail.example.com mail server.

The error means that the mail.example.com DNS record cannot be resolved properly from the Webmail node (the Management node by default). For example, if the mail.example.com DNS record does not point to your mail server, you will not be able to login via webmail:

    # nslookup mail.example.com
    ** server can't find mail.example.com: NXDOMAIN

Or

    # nslookup mail.nblp.nl
    ...
    Address: 203.0.0.2 

where 203.0.0.2 is incorrect ip of mail server.

Resolution

Make sure that mail.example.com resolves to the mail server IP address from the webmail node:

  1. Adjust DNS settings for the affected domain (Top > Services > DNS Zones > example.com > DNS > DNS Records > change (or add is there is not) A record for mail.example.com. ).

  2. As a temporary workaround, adjust the /etc/hosts file on the webmail node to fix the issue and then fix the DNS configuration:

    # cat /etc/hosts
    127.0.0.1 localhost.localdomain localhost
    203.0.113.2 mail.example.com
    

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