one user unable to use zimbra

[adobrin]

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.

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)

[marcmac]

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.

[adobrin]

i get the same results (with his account) on my machine.

[marcmac]

Does your user have any strangely named folders? (Leading spaces, spaces in foldernames, non-ascii characters in foldernames, etc)

[KevinH]

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.

[adobrin]

removed spaces in the IMAP folders.. seems to be working now. i'll keep you posted.

[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?

[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.

[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

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

[adobrin]

maybe i can set a post count record.

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

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:

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

<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:

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