I am running Carbonio CE v25.3.1
Suddenly I users cannot acces their files anymore and I see the following error message in the Carbonio Client
failed to authenticate request /graphql zm_auth_token
What is going on ?
Hi,
Could you please share some more details?
- Is it new installation or upgraded from previous version?
- consul, service status
- what does mailbox log (/opt/zextras/log/mailbox.log) says?
- Any other relevant info regarding diagnosis.
regards,
Hi Sharif, You are right. Without any info ... 😉
I have this installation running for 1 year now I am running Carbonio CE v25.3.1
Suddenly out of the blue this message started. I mean, not after an update or so...
This is the error I get when trying to look into the Files section
"Failed to authenticate request /graphql zm_auth_token"
In :/var/log/carbonio/files/files.log i have the following error
10:21:26.897 [nioEventLoopGroup-3-9] ERROR c.z.c.files.netty.ExceptionsHandler - Failed to execute the request. Failed to authenticate request /graphql: Invalid ZM_AUTH_TOKEN
com.zextras.carbonio.files.exceptions.AuthenticationException: Failed to authenticate request /graphql: Invalid ZM_AUTH_TOKEN
at com.zextras.carbonio.files.netty.AuthenticationHandler.lambda$validateAuthTokenAndFetchAccount$4(AuthenticationHandler.java:129)
at io.vavr.control.Try.onFailure(Try.java:659)
at com.zextras.carbonio.files.netty.AuthenticationHandler.validateAuthTokenAndFetchAccount(AuthenticationHandler.java:125)
at com.zextras.carbonio.files.netty.AuthenticationHandler.channelRead0(AuthenticationHandler.java:69)
at com.zextras.carbonio.files.netty.AuthenticationHandler.channelRead0(AuthenticationHandler.java:23)
at io.netty.channel.SimpleChannelInboundHandler.channelRead(SimpleChannelInboundHandler.java:99)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:444)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:420)
at io.netty.channel.AbstractChannelHandlerContext.fireChannelRead(AbstractChannelHandlerContext.java:412)
at io.netty.handler.codec.MessageToMessageDecoder.channelRead(MessageToMessageDecoder.java:103)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:444)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:420)
at io.netty.channel.AbstractChannelHandlerContext.fireChannelRead(AbstractChannelHandlerContext.java:412)
at io.netty.channel.SimpleChannelInboundHandler.channelRead(SimpleChannelInboundHandler.java:102)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:444)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:420)
at io.netty.channel.AbstractChannelHandlerContext.fireChannelRead(AbstractChannelHandlerContext.java:412)
at io.netty.channel.CombinedChannelDuplexHandler$DelegatingChannelHandlerContext.fireChannelRead(CombinedChannelDuplexHandler.java:436)
at io.netty.handler.codec.ByteToMessageDecoder.fireChannelRead(ByteToMessageDecoder.java:346)
at io.netty.handler.codec.ByteToMessageDecoder.channelRead(ByteToMessageDecoder.java:318)
at io.netty.channel.CombinedChannelDuplexHandler.channelRead(CombinedChannelDuplexHandler.java:251)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:442)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:420)
at io.netty.channel.AbstractChannelHandlerContext.fireChannelRead(AbstractChannelHandlerContext.java:412)
at io.netty.channel.DefaultChannelPipeline$HeadContext.channelRead(DefaultChannelPipeline.java:1357)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:440)
at io.netty.channel.AbstractChannelHandlerContext.invokeChannelRead(AbstractChannelHandlerContext.java:420)
at io.netty.channel.DefaultChannelPipeline.fireChannelRead(DefaultChannelPipeline.java:868)
at io.netty.channel.nio.AbstractNioByteChannel$NioByteUnsafe.read(AbstractNioByteChannel.java:166)
at io.netty.channel.nio.NioEventLoop.processSelectedKey(NioEventLoop.java:788)
at io.netty.channel.nio.NioEventLoop.processSelectedKeysOptimized(NioEventLoop.java:724)
at io.netty.channel.nio.NioEventLoop.processSelectedKeys(NioEventLoop.java:650)
at io.netty.channel.nio.NioEventLoop.run(NioEventLoop.java:562)
at io.netty.util.concurrent.SingleThreadEventExecutor$4.run(SingleThreadEventExecutor.java:997)
at io.netty.util.internal.ThreadExecutorMap$2.run(ThreadExecutorMap.java:74)
at io.netty.util.concurrent.FastThreadLocalRunnable.run(FastThreadLocalRunnable.java:30)
at java.base/java.lang.Thread.run(Thread.java:840)
When I run zmcontrol status I get
Host XXXX.XXX.XXX
amavis Running
antispam Running
antivirus Running
directory-server Running
mailbox Running
memcached Running
mta Running
opendkim Running
proxy Running
service webapp Running
service-discover Running
stats Running
When I run systemctl list-unit-files "carbonio*" I see some
UNIT FILE STATE VENDOR PRESET
carbonio-altermime-config.service disabled enabled
carbonio-antivirus.service disabled enabled
carbonio-appserver-db.service disabled enabled
carbonio-appserver.service disabled enabled
carbonio-certbot.service static -
carbonio-clamav-sidecar.service enabled enabled
carbonio-clamav-signature-provider-sidecar.service enabled enabled
carbonio-configd.service disabled enabled
carbonio-docs-connector-db-sidecar.service enabled enabled
carbonio-docs-connector-sidecar.service enabled enabled
carbonio-docs-connector.service enabled enabled
carbonio-docs-editor-sidecar.service enabled enabled
carbonio-docs-editor.service enabled enabled
carbonio-files-db-sidecar.service enabled enabled
carbonio-files-sidecar.service enabled enabled
carbonio-files-watches.service disabled enabled
carbonio-files.service enabled enabled
carbonio-freshclam.service disabled enabled
carbonio-mailbox-admin-sidecar.service enabled enabled
carbonio-mailbox-db-sidecar.service enabled enabled
carbonio-mailbox-nslookup-sidecar.service enabled enabled
carbonio-mailbox-sidecar.service enabled enabled
carbonio-mailthreat.service static -
carbonio-memcached.service disabled enabled
carbonio-message-broker-sidecar.service enabled enabled
carbonio-message-broker.service enabled enabled
carbonio-message-dispatcher-auth-sidecar.service enabled enabled
carbonio-message-dispatcher-auth.service enabled enabled
carbonio-message-dispatcher-db-sidecar.service enabled enabled
carbonio-message-dispatcher-http-sidecar.service enabled enabled
carbonio-message-dispatcher-xmpp-sidecar.service enabled enabled
carbonio-message-dispatcher.service enabled enabled
carbonio-milter.service disabled enabled
carbonio-mta-sidecar.service enabled enabled
carbonio-nginx.service disabled enabled
carbonio-opendkim.service disabled enabled
carbonio-openldap.service disabled enabled
carbonio-policyd.service disabled enabled
carbonio-postfix.service disabled enabled
carbonio-preview-sidecar.service enabled enabled
carbonio-preview.service enabled enabled
carbonio-prometheus-consul-exporter.service enabled enabled
carbonio-prometheus-mysqld-exporter.service enabled enabled
carbonio-prometheus-nginx-exporter.service enabled enabled
carbonio-prometheus-node-exporter.service enabled enabled
carbonio-prometheus-openldap-exporter.service enabled enabled
carbonio-prometheus.service disabled enabled
carbonio-proxy-sidecar.service enabled enabled
carbonio-saslauthd.service disabled enabled
carbonio-stats.service disabled enabled
carbonio-storages-sidecar.service enabled enabled
carbonio-storages.service enabled enabled
carbonio-tasks-db-sidecar.service enabled enabled
carbonio-tasks-sidecar.service enabled enabled
carbonio-tasks.service enabled enabled
carbonio-videoserver-sidecar.service enabled enabled
carbonio-videoserver.service enabled enabled
carbonio-ws-collaboration-db-sidecar.service enabled enabled
carbonio-ws-collaboration-sidecar.service enabled enabled
carbonio-ws-collaboration.service enabled enabled
carbonio.service generated -
carbonio-appserver.target disabled enabled
carbonio-directory-server.target disabled enabled
carbonio-mta.target disabled enabled
carbonio-proxy.target disabled enabled
carbonio-certbot.timer enabled enabled
66 unit files listed.
Hi, Max_S.
I came from Japan.
"failed to authenticate request /graphql......."(Yellow message)
I see ocassionally in chat section and in files section.
I tried this command.
systemctl status carbonio-files-watches.service
It shows inactive(dead) so,
I tried
systemctl restart carbonio-files-watches.service
status is running
After that, I have never seen that yellow warnings.
I hope this help, and sorry for my poor English.
Sorry to hear about you trouble.
I would request you to upgrade your system to the latest 25.6.0 as it could solve your issue. But apart from the error notification, are you having trouble accessing/using files?
If yes, please take look at the following outputs:
root@mail:~# systemctl list-units carbonio* root@mail:~# curl -s -v http://127.78.0.4:10000/health | jq
If you find any system file status not running, then we can further check it through:
- their status (systemctl status carbonio-files.service)
and
- their journal log (root@mail:~# journalctl -u carbonio-files.service)
But one humble request in case of sharing cli outputs, please share them using the code snippet just like:
root@mail:~# su - zextras -c "zmcontrol -v && zmcontrol status" Carbonio Release 25.6.0 Host mail.demo-carbonioce.com amavis Running antispam Running antivirus Running directory-server Running mailbox Running memcached Running mta Running opendkim Running proxy Running service webapp Running service-discover Running stats Running config service Running root@mail:~#
It would easier for other users to take a look at them. 😊
Regards
Thanks @funifuni, that did not solve the issue.
Hi @sharif
Thanks for helping me out. I will take your advice about the codde snippet. Sorry for that.
This is my output:
root@mail1:/opt/zextras/web/login/assets# systemctl list-units carbonio* UNIT LOAD ACTIVE SUB DESCRIPTION carbonio-clamav-sidecar.service loaded active running Carbonio clamav sidecar proxy carbonio-clamav-signature-provider-sidecar.service loaded active running NGINX Carbonio ClamAV signature provider sidecar carbonio-docs-connector-db-sidecar.service loaded active running Carbonio Docs Connector database sidecar carbonio-docs-connector-sidecar.service loaded active running Carbonio docs connector sidecar proxy carbonio-docs-connector.service loaded active running Carbonio docs connector daemon carbonio-docs-editor-sidecar.service loaded active running Carbonio Docs server sidecar proxy carbonio-docs-editor.service loaded active running Carbonio Docs Server carbonio-files-db-sidecar.service loaded active running Carbonio Files database sidecar carbonio-files-sidecar.service loaded active running Carbonio Files sidecar proxy carbonio-files.service loaded active running Carbonio Files daemon carbonio-mailbox-admin-sidecar.service loaded active running Carbonio Mailbox Admin proxy sidecar carbonio-mailbox-db-sidecar.service loaded active running Carbonio Mailbox database sidecar carbonio-mailbox-nslookup-sidecar.service loaded active running Carbonio Mailbox NSLookup proxy sidecar carbonio-mailbox-sidecar.service loaded active running Mailbox carbonio proxy sidecar carbonio-message-broker-sidecar.service loaded active running Carbonio message broker sidecar proxy carbonio-message-broker.service loaded active running Carbonio message broker daemon carbonio-message-dispatcher-auth-sidecar.service loaded active running Carbonio Message Dispatcher auth sidecar proxy carbonio-message-dispatcher-auth.service loaded active running Carbonio Message Dispatcher auth daemon carbonio-message-dispatcher-db-sidecar.service loaded active running Carbonio Message Dispatcher database sidecar carbonio-message-dispatcher-http-sidecar.service loaded active running Carbonio Message Dispatcher HTTP sidecar proxy carbonio-message-dispatcher-xmpp-sidecar.service loaded active running Carbonio Message Dispatcher XMPP sidecar proxy carbonio-message-dispatcher.service loaded active running Carbonio Message Dispatcher daemon carbonio-mta-sidecar.service loaded active running Carbonio mta sidecar proxy carbonio-preview-sidecar.service loaded active running Carbonio Preview sidecar proxy carbonio-preview.service loaded active running Carbonio Preview daemon carbonio-prometheus-consul-exporter.service loaded active running Carbonio Prometheus Consul exporter carbonio-prometheus-mysqld-exporter.service loaded active running Carbonio Prometheus MySQL exporter carbonio-prometheus-nginx-exporter.service loaded active running Carbonio Prometheus NGINX exporter carbonio-prometheus-node-exporter.service loaded active running Carbonio Prometheus Node Exporter carbonio-prometheus-openldap-exporter.service loaded active running Carbonio Prometheus OpenLDAP exporter carbonio-proxy-sidecar.service loaded active running NGINX carbonio proxy sidecar carbonio-storages-sidecar.service loaded active running Storages-CE sidecar proxy carbonio-storages.service loaded active running Carbonio Storages-CE daemon carbonio-tasks-db-sidecar.service loaded active running Carbonio Tasks database sidecar carbonio-tasks-sidecar.service loaded active running Carbonio Tasks sidecar proxy carbonio-tasks.service loaded active running Carbonio Tasks daemon carbonio-videoserver-sidecar.service loaded active running Carbonio Videoserver sidecar proxy carbonio-videoserver.service loaded active running Zextras Videoserver carbonio-ws-collaboration-db-sidecar.service loaded active running Carbonio Workstream Collaboration database sidecar carbonio-ws-collaboration-sidecar.service loaded active running Carbonio Workstream Collaboration sidecar proxy carbonio-ws-collaboration.service loaded active running Carbonio Workstream Collaboration daemon carbonio.service loaded active exited LSB: Carbonio Services carbonio-certbot.timer loaded active waiting Run Carbonio Certbot twice daily LOAD = Reflects whether the unit definition was properly loaded. ACTIVE = The high-level unit activation state, i.e. generalization of SUB. SUB = The low-level unit activation state, values depend on unit type. 43 loaded units listed. Pass --all to see loaded but inactive units, too. To show all installed unit files use 'systemctl list-unit-files'.
root@mail1:/opt/zextras/web/login/assets# curl -s -v http://127.78.0.4:10000/health | jq
* Trying 127.78.0.4:10000...
* Connected to 127.78.0.4 (127.78.0.4) port 10000 (#0)
> GET /health HTTP/1.1
> Host: 127.78.0.4:10000
> User-Agent: curl/7.81.0
> Accept: */*
>
* Mark bundle as not supporting multiuse
< HTTP/1.1 200 OK
< Server: Jetty(12.0.19)
< Date: Wed, 30 Jul 2025 04:44:51 GMT
< Content-Type: application/json
< Content-Length: 408
<
{ [408 bytes data]
* Connection #0 to host 127.78.0.4 left intact
{
"isLive": true,
"status": "error",
"dependencies": [
{
"name": "database",
"isHealthy": true
},
{
"name": "authentication_service",
"isHealthy": false
},
{
"name": "profiling_service",
"isHealthy": false
},
{
"name": "xmpp_server",
"isHealthy": true
},
{
"name": "event_dispatcher",
"isHealthy": true
},
{
"name": "storage_service",
"isHealthy": true
},
{
"name": "previewer_service",
"isHealthy": true
},
{
"name": "videoserver_service",
"isHealthy": true
}
]
}
And about your question wether I can acces files. I cannot upload one. If I try to upload one i will keep seeing the red dot next to the filename and 0%