Blank passwords and reset user settings after upgrading from SM 12x to 14x
Problem reported by Linda Pagillo - 6/23/2015 at 1:00 PM
Submitted
Hello everyone. I wanted to share with everyone an the experience I had last night when upgrading my SM12x to 14x and stress how truly important it is to have a backup of your Smartermail Domains folder. I'm running a Windows 2008 R2 64-bit server. I have done literally hundreds of both major and minor upgrades to SM over the years and never had any issues. Well, last night showed me exactly what could go wrong. Even though I have done so many upgrades, I always follow the Smartermail Major Upgrade instructions to the letter just in case there is some extra step in any new versions that are released. Well, I did my upgrade, re-activated my key and started testing flow of emails. All emails were getting stuck in the Spool for some reason. I restarted the SM service several times with no luck. I then rebooted the server and I was forced to re-activate my key once more. That fixed the mailflow issue, but I woke up this morning to my phone ringing off the hook with complaints of blank passwords that were unable to be reset. The worst part was a lot of the domain admin passwords were blanked out as well which caused me to have to manually create new admin accounts just so I could get in and see the integrity of the users accounts. Well, a lot of the users also had blank passwords and their user settings such as mailbox size were defaulted back to 100mb. I tried to reset the passwords for these accounts, but when I clicked Save, the passwords were still blank. In other words, I was unable to set or reset any passwords for these accounts. I logged into my actual server and started looking through my user's folders. I noticed that the UserConfig.xml for the corrupted accounts showed they were 7-9kb in size. However, when I opened the UserConfig.xml files with a text editor, they were completely blank. That explained the entire issue, so I took my backup UserConfig.xml files for all users and restored them back into the user's folders. That resolved my issue.
 
I just wanted to let everyone know in case they happen to have the same issue. If you would like to read a little more about this issue, I have wrote a KB article about it which you can read here: http://know.mailsbestfriend.com/how_to_fix_blank_password_and_user_defaults_issue_after_a_smartermail_upgrade--1388797980.shtml. The article lists some possible reasons why this happened. Also, if you need help resolving the issue, please feel free to contact us and we can assist. Have a great day everyone!
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 

10 Replies

Reply to Thread
0
Steve Reid Replied
This really should not be happening at this stage in Smartermail.
 
Please open a ticket so that Smartertools can learn something.
0
Linda Pagillo Replied
I called them after I fixed this issue and reported it. :)
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
0
Steve Reid Replied
Well I am certain this has been reported to them a number of times, since this issue crops up every now and then. I was hoping they could gain more info by looking closer at your setup.
0
Linda Pagillo Replied
They didn't ask to see my setup when I was reporting this, but I had a very similar issue years ago with a client of mine in which I gave ST support access to their server, but they were unable to narrow down the cause. I will contact them again today to see if they can take a look at my server and gather some information.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
0
Steve Reid Replied
Thank you Linda, it sure would be nice if this bug was finally squashed.
0
Linda Pagillo Replied
You're welcome and I completely agree. The issue that I had years ago was a little different than this issue. What would happen was that any time the server was rebooted, it would come back up just fine, but a lot of the accounts on the mail server (random of course) had blank passwords and N/A for the display name along with the account size defaulting back to the 100mb. When that happened, we were able to manually reset a password and the rest of the info. In my case the other day, that was not an option. I was unable to reset a password. I would type one in and click Save, but it would still be blank. That's what made me look at the Userconfig.xml files. As I explained, they were completely blank. That was not the case with the N/A issue. In that case, the Userconfig.xml was not blank. It was simply corrupted somehow. I was told back then by ST support that it was an issue with my server, not their software. When I called to report my current issue to ST yesterday, they told me that antivirus, backup software or corruption before the upgrade could be the reason why it happened. I'm not sure how that could be since nothing has changed on my server with the exception of the upgrade. Everything was fine prior and I have never had this issue on my server before. The only thing I can think of is that the Sophos AV on the server may have locked the files as Smartermail was upgrading so nothing could write to them and that may have caused them to go blank. Whatever caused it, I'm glad I made that backup before upgrading.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
0
Steve Reid Replied
I am sure you already have your smartermail folders under the exclusion list of Sophos... It is strange that the file size was the same but it was blank... I'm thinking maybe your editor could not understand the files from corruption. Either way at this point in the game Smartermail needs to be able to detect these problems and prompt the user when the file lock or whatever is actually happening. Other installers often tell me that something is in use or locked.
0
Linda Pagillo Replied
I believe I have the Smartermail Spool excluded from Sophos. As for the Domains folder and other SM config files, I would have to check later today because I'm not sure how I set that up. It's been so long. The weird thing is, I have always had Sophos on my server, but never had this issue with a SM upgrade. So I'm not even sure if the AV would cause this issue. Yes, I agree, this issue needs to be assessed again and figured out so we as admins can prepare ourselves fully before an upgrade. For example, if ST support found out exactly what caused this, we could shut down our AV, backup software or anything else that could conflict with an upgrade BEFORE we do the upgrade. I'm hoping that they will revisit this and determine what it is.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
0
Steve Reid Replied
I have both the program folder and the c:\smartermail in the exceptions list.
0
Linda Pagillo Replied
Thanks for the information Steve.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 

Reply to Thread