SM 16 Autoresponder formatting problem

Problem reported by Andrew Stein - 6/1/2017 at 1:21 PM

Resolved

We upgraded to SM 16 a couple weeks ago from 15. Users are complaining that autoresponders are being received with the formatting visible. I've tried deleting and retyping in the messages by hand and am still having problems. Any suggestions? Below is an example of how they appear.

<div><span style="font-family: Verdana,Geneva,sans-serif;">I will be out of the office today. </span></div><div><span style="font-family: Verdana,Geneva,sans-serif;"><br></span></div><div><span style="font-family: Verdana,Geneva,sans-serif;">If you are a client and need immediate help please email Matt [redacted] or Dana [redacted] /span></div><div><span style="font-family: Verdana,Geneva,sans-serif;"><br></span></div><div><span style="font-family: Verdana,Geneva,sans-serif;">If you are a client placing new business accounts please email the new business file to [redacted] or [redacted] </span></div><div><span style="font-family: Verdana,Geneva,sans-serif;"><br></span></div><div><span style="font-family: Verdana,Geneva,sans-serif;">Thank you. Dot Dot Peoples</span></div>

19 Replies

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Derek Curtis Replied

6/2/2017 at 1:45 PM

Employee Post

Hi, Andrew

I will look into this for you.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Andrew Stein Replied

6/5/2017 at 5:34 AM

Thanks! Please let me know if you need any more information.

Derek Curtis Replied

6/5/2017 at 1:38 PM

Employee Post

Andrew, where are they seeing the unformatted text? Is it in a client or in webmail? I created a vacation message and tested in Gmail and in Windows Mail, and it's all looking like it should: formatted HTML.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Andrew Stein Replied

6/6/2017 at 6:17 AM

I'm seeing this in GMail, SM's webmail and Outlook 2016. I just did a test on my own address and received this in Outlook:

<div>I will be out of the office from 10/5/2011 until 10/10/2011. Please direct any problems or inquiries to Drew or Bryan at <redacted>. Thank you. -Andrew Stein</div>

Andrew Stein Replied

6/6/2017 at 6:30 AM

This line is in the headers:
Content-Type: text/plain; charset=utf-8

Originally it was this, but I text encoding from from European ISO to UTF-8

Content-Type: text/plain;
charset=iso-8859-1

Andrew Stein Replied

6/6/2017 at 6:34 AM

Also, if I send from my webmail, it formats correctly:

MIME-Version: 1.0
Content-Type: multipart/alternative;

Andrew Stein Replied

6/6/2017 at 7:06 AM

OK, I found the issue, but am not sure how to fix it. In my userConfig.xml I see:
<ishtml>False</ishtml>

I tried to change it to True, but it just got switched back to False.

However, I created a new user as a test. By default, the config showed <ishtml>is true. When I enabled the autoresponder and sent a test, I received it formatted correctly. I guess the question is, how do we change ishtml to True for existing users?

Andrew Stein Replied

6/6/2017 at 7:46 AM

If I delete the userConfig.xml and bounce the service, it works. <ishtml> is True and I receive autoresponders correctly.

I think I have to do this for every user who was existing when I upgraded. Is there an easier way to take care of this then having to delete (or possibly edit) ever user config file?

Andrew Stein Replied

6/7/2017 at 7:13 AM

I did another test where I stopped the service, edited the config, and restarted it. That worked too. However, I'm still hoping to get an automated way to fix all of my users as that will take long time if I have to do this on a one-by-one case.

Andrew Stein Replied

6/9/2017 at 12:49 PM

For those that are interested, I solved it by:

1. stopping the SM service

2. using Notepad++'s Find feature to search all documents named userConfig.xml for <ishtml>False</ishtml> and change it to <ishtml>True</ishtml> (notepaed++ must be run as an administrator)

3. starting the SM service.

Took me 30 seconds or so to complete.

Derek Curtis Replied

6/11/2017 at 1:41 PM

Employee Post

Andrew, Thanks for the instructions. I'm still going to have the developers look into the upgrade issue..it's like there may be a setting that's not carrying over from 15.x.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Andrew Stein Replied

6/12/2017 at 5:37 AM

No problem. Please let me know if you want any logs or any other information.

amir bijani Replied

6/20/2017 at 2:38 AM

is there any way to apply it on the whole users? we have a lot of users and we cant do that for all of them one by one!

amir bijani Replied

6/20/2017 at 7:34 PM

is there any way to apply it on the whole users? we have a lot of users and we cant do that for all of them one by one!

please answer .

tnx

Andrew Stein Replied

6/21/2017 at 7:58 AM

Follow the steps above. Make sure you have Notepad++ installed.

Elazar Broad Replied

6/21/2017 at 3:37 PM

You could do this en masse via PowerShell:

$domainPath = "path\to\your\domain\folder"
Get-ChildItem -Path $domainPath -Filter userConfig.xml -Recurse -ErrorAction SilentlyContinue | ForEach-Object { 
    [xml]$userConfig = Get-Content $_.FullName
    if ($userConfig.UserDataSet.AutoResponders.ishtml.ToLowerInvariant() -eq 'false') {
        $userConfig.UserDataSet.AutoResponders.ishtml = 'True'
        $userConfig.Save($_.FullName)
    }
}

amir bijani Replied

6/21/2017 at 8:03 PM

i did that Adnrew, but i wanted a way to do it for all. not one by one, think that you have 1000 clients! are you do that one by one and all the time smartermail should be stopped!

Andrew Stein Replied

6/22/2017 at 5:36 AM

No, what I'm saying is that these steps will search ALL of the userConfig.xml files for <ishtml>False</ishtml> and replace them all with <ishtml>True</ishtml>
It will convert all of your users in one shot.

Employee Replied

6/29/2017 at 4:36 PM

Employee Post

We have added an option to enable / disable HTML for autoresponders. This fix will be included in tomorrow's release.

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