Help! Particular User cannot log into Webmail
Problem reported by Joe Dellaragione - August 11, 2017 at 8:17 AM
Submitted
Everything was fine now all of a sudden one of my users gets incorrect username / password when logging into webmail. Outlook active sync works. When I log in as domain admin and click accounts and search for his name it shows up and shows 18GB of storage in use but when I click into it everything is blank and I get an error stating  "object reference is not set to an instance of an object". The last thing I did was upgrade to the latest version of SM yesterday morning. Help! 

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Andrea Rogers Replied
Employee Post
Hi Joe,
 
I would encourage you to submit a ticket to our Support Department for further troubleshooting. Unfortunately that type of error is too generic to know what the problem might be. Keep in mind that if this issue was introduced in the minor release, your ticket would be refunded back to you. 
 
If you'd like, I can submit one of your Email Tickets on your behalf. Otherwise, you can select the Support Department from the Tickets button above. Let me know what you prefer.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Joe Dellaragione Replied
Yes please. I posted it here because I didn't want to use a ticket on something that was working fine. But if that's the way it works that's fine. Please open ticket. Also this person who is having the issue is a very high ranking official within the organization so if you can place a higher priority in it that would be great.
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Andrea Rogers Replied
Employee Post
Hi Joe. I submitted that ticket on your behalf! An agent from the Support Department will continue to help you via email to troubleshoot this issue. To speed up the troubleshooting process, please be sure to submit an RSAA for the ticket:

https://portal.smartertools.com/kb/a1718/remote-server-access-agreements-rsaa.aspx

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
Linda Pagillo Replied
Joe, the user may have a corrupted UserConfig.xml file. You may want to see if you have a backup of the UserConfig.xml for that user then swap it out with the current UserConfig.xml
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Office: 703.988.3606

Authorized Reseller of SmarterTools Products
Authorized Reseller of Message Sniffer

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