Unable to access webmail on Plesk for Linux server: Login database error

Symptoms

• Unable to access webmail.example.com with the below error:

  CONFIG_TEXT: Login database error

• The /var/log/plesk/panel.log file contains the following error:

  CONFIG_TEXT: "stderr: mailmng[10610]: Failed to read entire encryption key from '/var/spool/postfix/plesk/passwd_db_key': Success (0) mailmng[10610]: Failed to initialize encryption cipher 'AES-256-CBC:PKCS' with key '/var/spool/postfix/plesk/passwd_db_key' mailmng[10610]: Failed to initialize password cipher context (for mail address 'info@example.com') mailmng[10610]: Unable to set password for mailname info@example.com"

• Creating a mailbox in Domains > example.com > Mail Accounts may fail with the below error:

  PLESK_ERROR: Error: mailmng-core failed: mailmng[2078]: Unable to execute the mail authorization registration query: INSERT OR REPLACE INTO users (name, userPassword, status, dom_id) VALUES (LOWER(?), ?, ?, ?): database disk image is malformed
  mailmng[2078]: Unable to set password for mailname test@example.com

  PLESK_ERROR: Error: mailmng-core failed: mailmng[27964]: Can't read encryption key from '/var/lib/plesk/mail/auth/passwd_db_key': No such file or directory (2) mailmng[27964]: Failed to initialize encryption cipher 'AES-256-CBC:PKCS' with key '/var/lib/plesk/mail/auth/passwd_db_key' mailmng[27964]: Failed to initialize password cipher context (for mail address 'johndoe@example.com') mailmng[27964]: Unable to set password for mailname johndoe@example.com

Cause

Mail server authentication database key is damaged.

Resolution

Recreate the corrupted file:

1. Connect to the server via SSH.

   Note: if direct SSH access to the server is not possible, contact server administrator for further assistance.

2. Run the following command:

   • For CentOS based OS:

     # /usr/lib64/plesk-9.0/remote_mail_restore/mail_auth_dump

   • For Debian based OS:

     # /usr/lib/plesk-9.0/remote_mail_restore/mail_auth_dump