How to fix NullPointerException (Inbox)

How to fix NullPointerException (Inbox)

   KB 23129        Last updated on 2017-02-9  

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1. User logs in WebUI in his Inbox. He is able to open emails and to view them.

2. Next he clicks on another folder, no problem.

3. Then the user comes back to the Inbox. When he click on the Inbox folder to open it, he gets the following exception:

A network service error has occurred.  
method:	[unknown] 
msg:	system failure: java.lang.NullPointerException 
code:	service.FAILURE 
detail:	soap:Receiver 

In mailbox.log we see:

2017-02-03 15:16:29,572 WARN [qtp509886383-2324540:] [;mid=499;oip=;ua=ZCS/8.6.0_GA_1169;] SoapEngine - handler exception 
at com.zimbra.cs.util.AccountUtil$AccountAddressMatcher.<init>( 
at com.zimbra.cs.util.AccountUtil$AccountAddressMatcher.<init>( 
at com.zimbra.cs.mailbox.Message.manageCalendar( 
at com.zimbra.cs.mailbox.Message.getRemoteCalendarItem( 


If that happens the first thing you can check before trying to troubleshoot is:

- whether the user has any shared folders, contacts or calendars, that are invalid and crossed-out. If he does have some of these, he must clean them from his Inbox.

If that doesn't help, you need to enable debug for the specific user and check mailbox.log.

for i in   {zimbra.account,zimbra.acl,zimbra.sqltrace,zimbra.activity,zimbra.datasource,,zimbra.index,,zimbra.ldap,zimbra.lmtp,zimbra.mailbox,zimbra.mailop,zimbra.misc,zimbra .nginxlookup,zimbra.purge,,zimbra.session,zimbra.soap,,zimbra.system}; do zmprov aal $i debug; done

In our case, after enabling the debug, there were no exceptions in the mailbox.log, just ldap queries. They were for a specific resource, that no longer exists. After recreating the same resource, the exception when opening the Inbox was not showing again. After recreating the resource, we deleted it and cleared the cache on the mailbox server where the user resides. After that, the exception was not showing up.

From the mailbox.log exception we see that the Calendar is involved in the issue, and probably the user have created (before the resource was deleted) an appointment with the already deleted resource, that was still active (in the future to come). The initial deletion of the resource did not complete properly and the account was still "aware" of it. By re-deleting it, we cleared any inconsistencies for it and the account did not complain about it anymore.

Additional Content

Verified Against: Zimbra Collaboration 8.6, 8.5, 8.0 Date Created: 09/02/2017
Article ID: Date Modified: 2017-02-09

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Wiki/KB reviewed by SME1 SME2 COPY EDITOR Last edit by Teodor Vizirov
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