one user unable to use zimbra

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12-01-2005, 03:06 PM
adobrin

one user unable to use zimbra

I know this defies logic.

I have a single user that gets unbelievably long hang times using zimbra. The web interface locks up probably once an hour, for a good half hour at a time. He is getting the "server unavailable" dialog after its fuzzy white for a few minutes.

He is normally an outlook user, but outlook also hangs, and eventually decides it just doesnt want to connnect to the server. One of the errors it returns is "cannot open IMAP folder (null)".

Lots of other users.. nobody having this problem. It doesn't look like there is anything odd happening in the log files. He connects, it issues GetMsgRequest and GetInfoRequest.. and thats it. Hung. If you reload the web client, it shows the "loading" screen with the status bar, for about 12 - 15 minutes. Each time.

Immediately after stopping and restarting tomcat, he can login fine.

This problem is unrelated to his machine, as the problem persists across the network.

Some background, he has lots of mail, but not more than other uses, and just imported about 1000 contacts; i thought it may have been something related to the contacts, so i just deleted them from the database... and still nothing.

Code:

2005-12-01 18:09:00,000 DEBUG [http-443-Processor96] [ip=71.0.0.444;name=ivan@somedomain.com;] SoapEngine - dispatch: doc NoOpRequest 2005-12-01 18:09:04,908 DEBUG [http-80-Processor92] [ip=71.0.0.444;name=ivan@somedomain.com;] SoapEngine - dispatch: doc GetInfoRequest 2005-12-01 18:09:29,030 INFO [IndexWritersSweeper] [] MailboxIndex - open index writers sweep: before=3, closed=0, after=3 (0ms)
12-01-2005, 03:17 PM
marcmac

Fault isolation

Can you have this user use his account from another machine for a session, and see if the problems persist? (If you haven't already done so).

This is to verify that the problem isn't something wrong with the client machine.
12-01-2005, 03:21 PM
adobrin

modified original thread.

i get the same results (with his account) on my machine.
12-01-2005, 03:28 PM
marcmac

Folders?

Does your user have any strangely named folders? (Leading spaces, spaces in foldernames, non-ascii characters in foldernames, etc)
12-01-2005, 05:19 PM
KevinH

Debug

Can you try with ?debug=3 at the end of the URL. Make sure you have pop-up blockers off as this will open a new window. That window should print output as we login the user and load the data. It should help determine what exactly in the SOAP response if cause the UI to lockup.
12-01-2005, 06:37 PM
adobrin

spaces

removed spaces in the IMAP folders.. seems to be working now. i'll keep you posted.
12-06-2005, 08:46 AM
adobrin

removing the spaces seems to have made it a little better.

this same user is still having trouble though.. it seems like the system locks up everyt once in a while downloading new mail, for a pretty significant time period.. (30 seconds?)..

it doesn't look like there is anything significant showing in debug=3.. everything eventually completes, and you can't really see where its hanging b/c the debug window freezes until whatever is locking the system finishes.

anything else i can try?
12-06-2005, 08:54 AM
adobrin

ok, i've just sat down and examined his client.

his outlook client locks up after opening every mail, every single one. sometimes the mail opens, sometimes it doesnt. trying to open an email on the imap server causes the outlook client to behave *very* erratically.

he gets "timeout trying to connect to mail.domain.com" (the zimbra server) constantly, whether the timeout is set to 10 seconds or 3 minutes. Though port 143 (which he is using) responds very quickly -- manually.
12-06-2005, 09:00 AM
adobrin

Logging in as this user on my machine (via the web interface) Zimbra freezes on the "loading application" screen..

the debug window says "Branch: main" and thats it. just sits.. "Loading..."

i have this error repeating in /opt/zimbra/zimbra.log alot.. but not really at the times when the client is loading.. for instance.. this is the last one, and i am trying to load the client at 11:55AM

Code:

2005-12-06 11:38:58,882 INFO [Convertd-160] [] ProtocolHandler - Exception occurred while handling connection java.nio.channels.AsynchronousCloseException at java.nio.channels.spi.AbstractInterruptibleChannel.end(AbstractInterruptibleChannel.java:185) at sun.nio.ch.SocketChannelImpl.read(SocketChannelImpl.java:236) at sun.nio.ch.SocketAdaptor$SocketInputStream.read(SocketAdaptor.java:171) at sun.nio.ch.ChannelInputStream.read(ChannelInputStream.java:86) at java.io.InputStream.read(InputStream.java:89) at sun.nio.ch.ChannelInputStream.read(ChannelInputStream.java:64) at java.io.FilterInputStream.read(FilterInputStream.java:66) at com.zimbra.cs.convertd.TransformationHandler.processCommand(TransformationHandler.java:95) at com.zimbra.cs.tcpserver.ProtocolHandler.processConnection(ProtocolHandler.java:230) at com.zimbra.cs.tcpserver.ProtocolHandler.run(ProtocolHandler.java:197) at EDU.oswego.cs.dl.util.concurrent.PooledExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Thread.java:595) 2005-12-06 11:38:58,882 INFO [Convertd-160] [] ProtocolHandler - Handler exiting normally
12-06-2005, 09:06 AM
adobrin

Req_2 and Req_3 are timing out

maybe i can set a post count record.

the web client just loaded.. here's the results in the debug window:

Code:

Branch: main Async RPC request: ready state = 2 Async RPC request: ready state = 3 Async RPC request: ready state = 3 Async RPC request: ready state = 4 Async RPC request: HTTP status = 200 ROUND TRIP TIME: 321541 RESPONSE (asynchronous)

round trip time is *awful* high.. right? :)

then we get a getInfoRequest reply.. with what looks like info for each of his folders.. and preferences... then:

Code:

Handling REFRESH overview layout needed (refresh) tags: / 1 folders: / 1[2,3,4,5,6,262[263,276,417,420,613,865,868,892,904,911,987,1109,2502,2503,2513,2779,2783,2794,2819,2832,3077,3316,3632,3735,3833,3918,5263,5410,5661,6093,6870,7038],3961,5004,9519] Creating app calendar *** Unrecognized setting: zimbraPrefCalendarNotifyDelegatedChanges *** Unrecognized setting: zimbraPrefImapSearchFoldersEnabled *** Unrecognized setting: zimbraMailAlias *** Unrecognized setting: zimbraMailAlias *** Unrecognized setting: zimbraMailAlias *** Unrecognized setting: zimbraMailAlias Creating app contacts ***** sendRequest: GetContactsRequest ZmZimbraMail.sendRequest: timeout for Req_2 is 60000

then

Code:

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope"> <soap:Header> <context xmlns="urn:zimbra"> <sessionId id="2354"/> <change token="14041" type="new"/> <authToken> 0_7aa95c27e49619c9e6f6e08a3fd89ad044da9d14_69643d33363a61333430313564662d333633612d313164612d393361352d6566616133343566646461393b6578703d31333a313133343036303737353532353b </authToken> <format type="js"/> </context> </soap:Header> <soap:Body> <GetContactsRequest xmlns="urn:zimbraMail"/> </soap:Body> </soap:Envelope>

with response:

Code:

Created RPC _rpcCtxt_1 Async RPC request Async RPC request: Add header Content-Type - application/soap+xml; charset=utf-8 Async RPC request: ready state = 1 poll interval = 18000000ms laying out overview panel fitting to container: SASH fitting to container: USER INFO fitting to container: CURRENT APP fitting to container: STATUS fitting to container: TREE fitting to container: SEARCH fitting to container: APP CHOOSER Container bounds for SASH: 214, 76 | 3 x 642 Container bounds for BANNER: 4, 6 | 210 x 32 Container bounds for USER INFO: 736, 6 | 180 x 32 Container bounds for CURRENT APP: 14, 47 | 187 x 24 Container bounds for STATUS: 14, 682 | 187 x 30 Container bounds for TREE: 51, 87 | 160 x 575 Container bounds for SEARCH: 224, 9 | 482 x 25 Container bounds for APP CHOOSER: 4, 77 | 40 x 595 activateApp: mail, current app = null Creating app mail Launching app mail ***** sendRequest: SearchRequest ZmZimbraMail.sendRequest: timeout for Req_3 is 60000

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