Troubleshooting stuck at logging screen

Revision as of 16:10, 23 June 2017 by Teodor Vizirov (talk | contribs) (Troubleshooting stuck at logging screen)

Troubleshooting stuck at logging screen

   KB 23248        Last updated on 2017-06-23  

(0 votes)


User enters his/hers login name and password, press the Sign In, but the login screen is stuck on loading.



To troubleshoot this problem, we would first rely on log files from the /opt/zimbra/log directory. Run "tail -f" for different logs, and reproduce the issue to collect clues as to what the problem might be. The first place we would be looking is in mailbox.log. Then we can check the mysql_error.log, zmmailboxd.out, nginx.access.log, nginx.log, myslow.log, audit.log, httpd_error.log.xxxx-xx-xx logs. After checking these logs, you may have some idea as to what the problem might be and where to check.

Sometimes, we may not see anything in the logs, and then we should relay on different troubleshooting. The below steps are to give you more ideas as to where to check.


1. The very first thing to do, even before you try to check the logs, is to change the zimbraPrefMailInitialSearch attribute for the problematic user to the "sent" folder. That will change the default login folder from Inbox, to be the Sent folder.

zmprob ma zimbraPrefMailInitialSearch in:sent

Next, try to login with the user. If you can login with AJAX, then when you check the Inbox folder, it will probably show empty, or an error will be produced when you click on the Inbox tab. If the folder is empty, the problem is most likely an email that contains invalid character/formatting.

How to check the emails in the Inbox. Change back the zimbraPrefMailInitialSearch attribute to its original value:

zmprob ma zimbraPrefMailInitialSearch in:inbox

Try to login with Ajax, you will get stuck, then click on the link

3. Try checking each tab individually, click on them and see if you will get an error while doing that. Go to the Preferences tab of the user, and click each menu on the left. Sometimes you may have error when you click the Sharing option.

2. Invalid calendar or folder shares For this point, there is a wiki created here. Follow the wiki to troubleshoot the issue.

3. MySQL issues. Sometimes, this problem can be caused by corrupted mysql index. If you find in the logs that there is a problem with the index, please follow this wiki


Verified Against: Zimbra Collaboration 8.6, 8.5, 8.0 Date Created: 28/06/2017
Article ID: Date Modified: 2017-06-23

Try Zimbra

Try Zimbra Collaboration with a 60-day free trial.
Get it now »

Want to get involved?

You can contribute in the Community, Wiki, Code, or development of Zimlets.
Find out more. »

Looking for a Video?

Visit our YouTube channel to get the latest webinars, technology news, product overviews, and so much more.
Go to the YouTube channel »

Wiki/KB reviewed by SME1 SME2 COPY EDITOR Last edit by Teodor Vizirov
Jump to: navigation, search