SmarterMail 16.3.6522 can't be accessed

Problem reported by Stefan Mössner - 11/11/2017 at 3:59 AM

Resolved

Hello all,

I wanted to try SmarterMail 16.3.6522 but I can't access the login page. After restarting the application pool of SmarterMail in IIS and retrying to access SmarterMail there's for a very short time a message with "login_page_..." (it's too short to make a screenshot or to read all text) before I see the standard message "Der Server reagiert nicht oder kann nicht erreicht werden. ...". This is message comes from SmarterMail, not from the browser. IIS, web site, application pool and the SmarterMail service are up and running.

With the prior releases of SmarterMail of 16.x I didn't had this issue. What can I do / check?

Thank You.

11 Replies

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Derek Curtis Replied

11/14/2017 at 10:29 AM

Employee Post

Stefan, try the new download available from our site on a completely new install. There was an issue with logging in or creating a primary admin account that was resolved.

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

Stefan Mössner Replied

11/14/2017 at 10:17 PM

Derek,

there's a new download with the same release version 16.3.6522 available? What do you mean with a complete new install? Isn't it enough to uninstall SmarterMail, have all data saved and then to reinstall SmarterMail as it should be done with every new release?

Why are you setting this thread as solved? I have to set this thread as solved when I can confirm that it is solved.

Thank You.

Derek Curtis Replied

11/15/2017 at 7:28 AM

Employee Post

Stefan, I apologize, I thought the issue you were having was related to a fresh install and not being able to create a primary admin account. I will change the status of this thread accordingly.

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

Derek Curtis Replied

11/15/2017 at 7:31 AM

Employee Post

Could be a permissions issue...and it could be an IIS issue. Some users who've received this message have had to re-do permissions on the MRS folder (https://portal.smartertools.com/community/a87811/the-server-that-handles-the-site-could-not-be-reached.aspx) and others have had to re-run the IIS Configuration utility (https://portal.smartertools.com/community/a88995/after-upgrade-to-sm-16-i-cannot-login-with-any-user-account.aspx)

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

Stefan Mössner Replied

11/15/2017 at 12:20 PM

Derek,

neither the rerun of the IISTool (runs very fast, faster than if you reinstall SmarterMail) nor the permission settings solved the issue. When restarting IIS from the IIS console and trying to connect to SmarterMail it takes some time until I see "login_page_maintenance_body" and then again "Der Server reagiert nicht oder kann nicht erreicht werden. ...".

The URL I see in the browser address field is http://localhost:9998/interface/root#/disconnected. Please note that I'm running SmarterMail 16 in a closed test environment without network connections because the system is a clone of my productive SmarterMail 15 System and I don't want to disturb my running production environment. This is why I can only access SmarterMail with a browser on the system itself.

Even a complete new installation after uninstalling SmarterMail and deleting the SmarterMail program folder and then restoring the setting files didn't solve the issue. Before restoring the setting files I had access to the setup web page of SmarterMail where you insert the license key etc.

I don't know what I can do next. Can you help me, please?

Thank you.

Matt Petty Replied

11/15/2017 at 12:40 PM

Employee Post

Disabling your network connections may have triggered the disconnect functionality. If you are disconnected we show a screen. We need to add localhost and other local IP addresses to an exception list. As a temporary solution you can try enabling a network connection or access it from another machine on the network. I will start looking into this.

Matt Petty Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Matt Petty Replied

11/15/2017 at 1:01 PM

Employee Post

I just confirmed and fixed this behavior. I am making a build now and will send you a link to an updated SmarterMail with this fixed. I'll send it to you in ~20 minutes.

Matt Petty Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Matt Petty Replied

11/15/2017 at 1:22 PM

Employee Post

I've sent you a link via community message. This will also be fixed in the next minor.

Matt Petty Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Stefan Mössner Replied

11/15/2017 at 10:56 PM

Matt, thank you for your investigation and quick solution. I can confirm that I have access again to SmarterMail with this new build. Was there a change in the last actual official build? All the prior 16.x Releases didn't show this behavior.

Stefan Mössner Replied

11/15/2017 at 11:08 PM

Matt, one more thing. There's an issue for a very long time and it isn't solved yet. It would be nice if this will be done in the next release. See https://portal.smartertools.com/community/a89633/issues-and-ideas-regarding-smartermail-16_x.aspx.

And it would be great if the advanced search will be placed at a more prominent place. It's a very important feature but it's hidden behind a button mixed with other functions.

Ionel Aurelian Rau Replied

2/4/2019 at 2:26 PM

Well now this is just dandy - we`re having this issue after updating to SM17/100 build 6970.

We updated on 04 at 00:30 and ran it a full day, then at 21:00 the webmail interface would not show up anymore or when it did the LOGIN_PAGE_MAINTENANCE_BODY error appeared. Rebooting the services did not solve the problem.

Also tried installing the previous build and the build before that - no luck.

From what I observed, all the protocols work (SMTP, IMAP, POP, SUBMISSION, etc) - just the WebMail is missing.

Running the IIS config tool will make the WebMail interface come up for 1 minute, then it`s not accesible at all again.

This is very serious - what else can I try?

EDIT: apparently we were flooded with a SYN attack on port 443 which caused the WebMail interface to come up for max 1 min after a reboot / service restart, but then it would show the LOGIN_PAGE_MAINTENANCE_BODY error or refuse to connect outright. So it is not the same error - sorry.

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