Tony, I am sorry to hear that you are experiencing difficulties with primary admin accounts.  Are you using the web interface or a control panel like WHMCS or Plesk?  Have you verified that the actual primary domain admin accounts are missing from the physical file system?  Look in the C:\SmarterMail\Domains\{your_domain}\Users\{primary domain account} folder.  Does that folder exist?  If so, does a userConfig.xml exist within that folder?

Hi Robert,

Thanks for the reply. We are managing through the web interface. The Smartermail is installed on Windows server. We did check the domain data folder to see if the primary admin user folder exist or not, but it was not there when we checked. We have backup running daily, so restore was not an issue. We will keep an eye on the issue for now.

We had another case from client today.

I have provided the sequence of the event from our investigation.

1. Client login primary admin email account "primaryadminuser" at 07:22:32
2. Client change password and setting for user "userone" at 07:29:06
3. Log shows user "userone" was deleted by primary admin user at 07:31:43. The user "userone" is still on server but not the primary admin user "primaryadminuser".
4. On server maildata folder, and the accountlist.xml file last update stamp was 07:32, primary admin user "primaryadminuser" was not in there
5. On server maildata folder, the Users folder last update stamp was 07:32, primary admin user "primaryadminuser" folder was not in there

===administrative log between client===
[2018.11.18] 07:22:32 [client IP] [qyedhu]  Login was successful for user: primaryadminuser@sampledomain.com   ROLE: Domain Admin
[2018.11.18] 07:29:06 [client IP] [qyedhu]  Password was changed for user'userone@sampledomain.com' by 'primaryadminuser@sampledomain.com'
[2018.11.18] 07:29:06 [client IP] [qyedhu]  User 'userone@sampledomain.com' settings changed on domain 'sampledomain.com' by 'primaryadminuser@sampledomain.com'
[2018.11.18] 07:31:43 [client IP] [qyedhu]  User 'userone@sampledomain.com' deleted on domain 'sampledomain.com' by 'primaryadminuser@sampledomain.com'
[2018.11.18] 07:34:25 [client IP] [qyedhu]  'primaryadminuser@sampledomain.com' logged out
[2018.11.18] 07:39:25 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com
[2018.11.18] 07:39:41 [client IP] [qyedhu]  Attempting to login user: userone@sampledomain.com
[2018.11.18] 07:42:33 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com
[2018.11.18] 07:44:15 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com
[2018.11.18] 07:44:20 [client IP] [qyedhu]  Attempting to login user: userone@sampledomain.com
[2018.11.18] 07:45:13 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com
[2018.11.18] 07:46:10 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com
[2018.11.18] 07:46:32 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com
[2018.11.18] 07:46:37 [client IP] [qyedhu]  Attempting to login user: userone@sampledomain.com
[2018.11.18] 07:54:12 [client IP] [qyedhu]  Attempting to login user: primaryadminuser@sampledomain.com

======

Hello Tony, I tried to replicate this issue against the latest SmarterMail15 version but I'm not able to reproduce the issue.  I'm logging in with my primary domain admin, changing the password on one of my users as well as change one of their settings, then I save it and all looks fine.  

I did search where we log the "User 'USER_NAME' deleted on domain 'DOMAIN_NAME' by 'ADMIN'" to see where this might occur.  It looks like the only place we would log this information is if you click the 'Delete' button when you're viewing all users associated with a domain.

Other than changing the password, what was the other setting(s) you were changing on the user?  Also, what browser were you using so I can try to replicate it.  You could also try to update to the latest 15 version and see if that fixes it.

Hi Larry,

We were not able to replicate the issue when we test. We are running SmarterMail Version - 15.7.6855.

From our investigation, what client did was they changed the email user's password, removed the email user from the primary admin email user panel, then log off. When client tried to login to the primary admin email user couple minutes later, they couldn't. It seems the primary admin email user was deleted instead of the email user. If you look at my previous reply, I include the time when the user/domain folder were updated on the server. It correspond to the admin log. 

In all of the incidents, we fixed the issue by recreating the primary admin email user for client.

Tony

Hey Tony, I created a support ticket with you on this issue to look further into it.  I'm not able to replicate it so I'm thinking it's specific to their settings.  

So I think I have found out what happen to our issue.

The primary admin email user rename their email account from within the Webmail, and it cause the primary admin email account to be corrupted. As soon as you renamed the user ID, it bring you to a Smartermail error page.

From the server end, the folder was renamed, but in the domainConfig.xml, the user name was not renamed, it was still the original primary admin email user ID. You should not have been able to rename primary admin email user in the first place.  

I have replicated the issue on multiple servers with the same result. We are running SmarterMail Version - 15.7.6855

Hi Larry,

Thanks for the update on the issue. We will manually fix it for now if it happen again. Happy holidays!

Sounds good.  Happy holidays to you as well!