Can't connect to the server

[stemy2]

• This is not a feature request (existing functionality does not work, not missing functionality).
  I will request features on forum or via support.
• I've searched and did not find a similar issue.

Describe the bug
At login attempt, it says "connection to server has been lost, please retry".

To Reproduce
Steps to reproduce the behavior:

1. Open the desktop client.
2. Try to login.

Expected behavior
Connection successful

Desktop (please complete the following information):

• OS: Ubuntu
• Desktop Environment, if applicable (on Linux): KDE
• Version 261.250116

Additional context
It happens with both appimage and flatpak.

Here below the console output:

stem@stem-kubuntu:~/AppImages$ ./tuta_mail.appimage --no-sandbox
the monkey has been patched pid: 22103
(node:22103) [DEP0005] DeprecationWarning: Buffer() is deprecated due to security and usability issues. Please use the Buffer.alloc(), Buffer.allocUnsafe(), or Buffer.from() methods instead.
(Use `tutanota-desktop --trace-deprecation ...` to show where the warning was created)
Creating tables...
Current credentials version: 1
Tables created successfully!
Tray: No WM set before 'ready'!
version:   261.250116.0
config up to date
resolving key... tutanota-vault
[2025-01-18T20:15:24.233Z] using safeStorage with backend kwallet6
[2025-01-18T20:15:24.235Z] Create tray:true
[DesktopMain] getting dictionaries from: https://app.tuta.com/desktop/dictionaries/
[SSEFacade] last missed notification check: { lastMissedNotificationCheckTime: null }
[ApplicationWindow] webAssetsPath:  /tmp/.mount_tuta_mDJREF6/resources/app.asar
src/gbm_drv_common.c:131: GBM-DRV error (get_bytes_per_component): Unknown or not supported format: 808530000

src/gbm_drv_common.c:131: GBM-DRV error (get_bytes_per_component): Unknown or not supported format: 808530000

src/gbm_drv_common.c:131: GBM-DRV error (get_bytes_per_component): Unknown or not supported format: 808530000

src/gbm_drv_common.c:131: GBM-DRV error (get_bytes_per_component): Unknown or not supported format: 808530000

src/gbm_drv_common.c:131: GBM-DRV error (get_bytes_per_component): Unknown or not supported format: 808530000

default mailto handler: false
Webapp ready
[SSEFacade] No SSE info
[2025-01-18T20:15:24.465Z] [ElectronUpdater] INFO: Checking for update
[2025-01-18T20:15:24.465Z] [ElectronUpdater] INFO: checking-for-update
[DesktopMain] spellcheck-dictionary-initialized fr
[2025-01-18T20:15:24.495Z] [I src/logging/console.rs] spawned logger
desktop file exists, checking version...
[DesktopMain] getting dictionaries from: https://app.tuta.com/desktop/dictionaries/
[DesktopMain] spellcheck-dictionary-initialized fr
[2025-01-18T20:15:26.728Z] [ElectronUpdater] INFO: Update for version 261.250116.0 is not available (latest version: 261.250116.0, downgrade is disallowed).
[2025-01-18T20:15:26.728Z] [ElectronUpdater] INFO: update not available: {
  version: '261.250116.0',
  files: [
    {
      url: 'tutanota-desktop-linux.AppImage',
      sha512: 'ukbD/Irkr3NxylCOzAYSKThpTP3Ju+IFhzysp+KSupxRHuXBhjT6aGLzUopi7/glZXy2DbwKv9ek8bd2eIqSJA==',
      size: 164008789,
      blockMapSize: 172905
    }
  ],
  path: 'tutanota-desktop-linux.AppImage',
  sha512: 'ukbD/Irkr3NxylCOzAYSKThpTP3Ju+IFhzysp+KSupxRHuXBhjT6aGLzUopi7/glZXy2DbwKv9ek8bd2eIqSJA==',
  releaseDate: '2025-01-16T14:37:32.771Z',
  signature: 'VGIKddazh+5DIXtvzGNNNt2hlrEM+9kalDqIsgvzIMhvkQWgjCtqdWrgFQ7DceH221mr8OiosGwYHkygEtIdbRTK9BYkjql6NlgsQG7SaZmFGjMbQPe5w6WX1N/+fgckiqRqebA4QqmWpac9AjSqGIv1qoN9zhVcnMrhI9KeHRGTbcDTGfbwLgOTMliA9qsG8FWrxPkWsXeAaGcj85eMLLDB1nJuTACUVVVFph3j5gnh8yVIgQy6BRVV/oHOSeQVtjHUX0KKI9QvMIw7pnacwLw3EIhOd13k2BSpjFezCG3VqdlwBbt5fHwR0s1wlCh64wsJmYcI6/Q3hpBlUgZqHw=='
}
[ProtocolProxy] error for GET https://app.tuta.com/rest/sys/saltservice:
[ProtocolProxy] TypeError: fetch failed
    at file:///tmp/.mount_tuta_mDJREF6/resources/app.asar/desktop/DesktopMain.js:10:31500
    at process.processTicksAndRejections (node:internal/process/task_queues:95:5)
    at async oh (file:///tmp/.mount_tuta_mDJREF6/resources/app.asar/desktop/DesktopMain.js:10:31405)
    at async file:///tmp/.mount_tuta_mDJREF6/resources/app.asar/desktop/DesktopMain.js:10:33193
    at async AsyncFunction.<anonymous> (node:electron/js2c/browser_init:2:53035) {
  [cause]: AggregateError [ETIMEDOUT]: 
      at internalConnectMultiple (node:net:1122:18)
      at internalConnectMultiple (node:net:1190:5)
      at Timeout.internalConnectMultipleTimeout (node:net:1716:5)
      at listOnTimeout (node:internal/timers:583:11)
      at process.processTimers (node:internal/timers:519:7) {
    code: 'ETIMEDOUT',
    [errors]: [ [Error], [Error] ]
  }
}
[ProtocolProxy] {"name":"TypeError","message":"fetch failed","stack":"TypeError: fetch failed\n    at file:///tmp/.mount_tuta_mDJREF6/resources/app.asar/desktop/DesktopMain.js:10:31500\n    at process.processTicksAndRejections (node:internal/process/task_queues:95:5)\n    at async oh (file:///tmp/.mount_tuta_mDJREF6/resources/app.asar/desktop/DesktopMain.js:10:31405)\n    at async file:///tmp/.mount_tuta_mDJREF6/resources/app.asar/desktop/DesktopMain.js:10:33193\n    at async AsyncFunction.<anonymous> (node:electron/js2c/browser_init:2:53035)"}
[ProtocolProxy] failed after 276ms
[2025-01-18T20:24:26.172Z] [I [deinit]] called deinit

[ApplicationWindow] webAssetsPath:  /tmp/.mount_tuta_mDJREF6/resources/app.asar
[2025-01-18T20:25:06.220Z] [I src/logging/console.rs] spawned logger
[2025-01-18T20:25:09.033Z] [I [deinit]] called deinit

[charlag]

Hi, could you please check:

• if it works in the browser
• ping -4 app.tuta.com
• ping -6 app.tuta.com

[stemy2]

It works in the browser, but both desktop app and browser are using IPv4, so it can't be the source of the problem.

[charlag]

From the client PoV it looks like timeout. Are you sure that the browser is using IPv4 or IPv6 specifically? Another possible difference between the desktop client and the web client is DNS.

[paula-coder-646]

I wanna add to @stemy2 that I experience the same problem on Arch, both with fresh installs of the aur/tutanota-desktop-bin aur/tutanota-desktop packages :) I can use it on my phone though for the time being

[stemy2]

From the client PoV it looks like timeout. Are you sure that the browser is using IPv4 or IPv6 specifically? Another possible difference between the desktop client and the web client is DNS.

I checked with lsof -i :443 during the apps exectution, and none of them is making a single request with IPv6.
It can't be the DNS, both are using the same.
A timeout would be strange because the error is appearing instanly after i click on connect, indeed after a time too short to be reasonably considered as a timeout.

[stemy2]

There is an evolution, but it still not working. Here are the change i made:

1. Bough a subscription.
2. Opened desktop app and webpage simultaneously, webpage being already logged in.
3. Tried to login to the desktop app.
4. Confirmed in the dialog box that appeared in the webpage.
5. Introduced TOTP code.

Now, i'm stuck at the loading that seems to take forever, with the spinning icon and the more or less serious messages below about the thing that are being loaded.

[stemy2]

I tried again and now, it works.

[stemy2]

False hope. After a short time, the app says the server is unreachable again, and click on reconnect does nothing.

[stemy2]

Latest news: tuta.com is inaccessible from my PC (app and browser) but still works on my phone, that is on the same network.

The site became accessible again after i disabled VPN. Strangely, your website was the only ont the did not work.

[charlag]

Hey, from what you said it seems likely that a particular VPN server has been temporarily blocked. It does not matter from which network you are connected if you have VPN on.