Help! Particular User cannot log into Webmail
Problem reported by Joe Dellaragione - August 11, 2017 at 8:17 AM
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

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
Office: 703.988.3606

Authorized Reseller of SmarterTools Products
Authorized Reseller of Message Sniffer

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