Server wants activation all of a sudden and cant request forgotten password as server wont receive till we activate

Problem reported by Jon Eastwood - 7/20/2015 at 1:38 PM

Submitted

I have a client who’s SM4 server and for whatever reason it has gone into activation mode which has stopped email coming in - yet it’s not a new server and nothing has changed.

Yet we can’t activate it as it wants the client to login in with their SM Account username and password but as you can see it’s SM4 - so a VERY old SM install and they can’t remember the password.

But we can’t request the password to be reset and sent to them as the server that needs activating is where the email would go to so the client would never get the link.

So we are stuck in a loop unable to activate a VALID server, get email and reset the password.

Can anyone help or advise what to do ASAP?

Thanks

7 Replies

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Employee Replied

7/20/2015 at 2:08 PM

Employee Post

Jon, SM 4.x is certainly a very old SM install. I can not guarantee this KB article will work, but have you giving it a try?

Employee Replied

7/20/2015 at 2:09 PM

Employee Post

Before actually stopping the service and creating a copy, I'd check the mailConfig.xml for those lines mentioned in the KB article.

Jon Eastwood Replied

7/20/2015 at 2:31 PM

Robert, thats not going to help me

I can log into the mail server without a problem

BUT it wants me to activate the mail server

it wants me to log in with the smarter mail portal email address and password which is what we don't have and cant get and the password reset will be sent to this very email server

so your KB link its not the same issue

Employee Replied

7/20/2015 at 2:41 PM

Employee Post

You can contact our sales department and provide them with the license key. They will be able to retrieve the username and password associated with the key.

Jon Eastwood Replied

7/20/2015 at 2:43 PM

already did and got this automated email back!

We received an email to a department that does not accept new tickets via email.

To open a support incident, please do the follow:
1. Go to the SmarterTools Support Portal
2. Log in using your email address and password associated with your SmarterTools license
3. Once you are logged in click on the Tickets tab and click Start a New Ticket
4. Choose the Support Department from the list and click Continue
5. Choose the Product (SmarterMail, SmarterTrack, or SmarterStats) and the Ticket Type (Email, Phone, Installation Support, 24 X 7) you want to use for this particular issue and click Continue
6. Fill in the required fields
7. Provide a detailed description of the problem
8. Then click on Start Ticket
To submit a bug or suggestion for one or more of our products, please start a new thread in the SmarterTools Community.

Which you know I cant do as I ant log in :-(

Jon Eastwood Replied

7/20/2015 at 2:44 PM

how do i contact them what email address?

Employee Replied

7/20/2015 at 2:51 PM

Employee Post

sales@smartertools.com

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