Cannot update Smartermail

Problem reported by Linda Collins - 12/10/2014 at 7:43 AM

Submitted

I have not been able to upgrade Smartermail since version 13.0.5420.

Every new update install cannot find the installation path.

I cannot even uninstall Smartermail because of the same issue.

I purchased a useless upgrade protection package and Smartertools wants me to pay for a support ticket that I refuse to do because I am already paying for something I am not able to use.

Anybody have any ideas on how I can apply the updates?

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Steve Reid Replied

12/10/2014 at 8:00 AM

Can you post the exact error you receive when attempting to uninstall?

Linda Collins Replied

12/10/2014 at 9:11 AM

Sure, An error occurred while trying to uninstall SmarterMail. It may have already been uninstalled. Yet, Smartermail is currently running on this server.

Steve Reid Replied

12/10/2014 at 9:17 AM

Wow, not sure how the uninstaller got disassociated from the actual files like that... This might be something only a support ticket could fix though. You should have received a couple free tickets with your purchase.

Linda Collins Replied

12/10/2014 at 9:30 AM

I have had Smartermail with upgrade protection since version 8. They tell me I only get one support ticket per upgrade purchase, and I used the last one for the same issue the beginning of this year. At that time I was told to uninstall Smartmail and it worked that time. I feel the one support ticket should not be counted since it involved an issue with the upgrade I purchased, especially since they really did not fully resolve this issue last time. I told them this and they didn't agree and said I needed to buy a new ticket. At this point, my upgrade protection runs out next month and I will not be renewing it for the first time in 4 years. What is the point since I cannot upgrade anyway. SmarterMail is running fine, and most of the newest fixes are for features that are not used by our users.

Linda Collins Replied

12/10/2014 at 9:38 AM

One more note. When I tried to uninstall the first time it started then failed with an error stating something like "Cannot find the install folder". Now it just states that Smartmail was already uninstalled. I had a similar problem earlier this year and did the uninstall and then Smartermail installed. The first time I did another update is when all these problems started.

Steve Reid Replied

12/10/2014 at 9:49 AM

And what happens when you try to reinstall the same version you are currently running?

Linda Collins Replied

12/10/2014 at 9:51 AM

I thought of that, trying to install the version that was running, but that will not install either with the same issue

Linda Collins Replied

12/10/2014 at 9:53 AM

Please don't suggest a reinstall of the OS. I know that should work, but it is a monumental task with all of the software running, beside this being a production server with web sites and SQL databases.

Paul Blank Replied

12/12/2014 at 8:12 AM

I am still confused as to why SM doesn't have its own full-featured web server (the web server that installs with SM is not recommended for general use). It seems to be so much work to keep up with IIS, and there's a loss of fine control when such complex code is "handed off" to IIS. Or why not Apache, which is considered by many to be more stable than IIS, even when running on Windows?

Linda Collins Replied

12/12/2014 at 8:27 AM

Off topic reply. Any one have anything to suggest on the update issue I have?

Steve Reid Replied

12/12/2014 at 8:31 AM

I don't see any reasonable solution other then letting Smartertools support fix the problem which they may have actually initially caused.

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