Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token - Carbonio General https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/ Zextras Community Discussion Board en-US Sun, 08 Mar 2026 13:13:40 +0000 wpForo 60 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10897 Wed, 30 Jul 2025 05:06:32 +0000 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%

]]> Carbonio General Max_S https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10897 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10896 Wed, 30 Jul 2025 04:45:37 +0000 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
< 
{ 
* Connection #0 to host 127.78.0.4 left intact
{
  "isLive": true,
  "status": "error",
  "dependencies": 
}

 

]]> Carbonio General Max_S https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10896 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10819 Thu, 17 Jul 2025 12:42:13 +0000 @max and @funifuni

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

]]> Carbonio General Sharif https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10819 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10818 Thu, 17 Jul 2025 08:13:05 +0000 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. 

]]> Carbonio General funifuni https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10818 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10470 Fri, 16 May 2025 09:05:09 +0000 @sharif

I posted some additional info. Can you help me out ?

 

 

 

 

]]> Carbonio General Max_S https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10470 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10428 Thu, 08 May 2025 08:30:10 +0000 @sharif 

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 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.

 

 

]]> Carbonio General Max_S https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10428 RE: Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10387 Mon, 28 Apr 2025 09:08:53 +0000 @max_s

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,

]]> Carbonio General Sharif https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10387 Cannot Access Files due to error failed to authenticate request /graphql zm_auth_token https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10383 Sat, 26 Apr 2025 11:42:04 +0000  

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 ?

]]> Carbonio General Max_S https://community.zextras.com/forum/carbonio-general-thread/failed-to-authenticate-request-graphql-zm_auth_token/#post-10383