Problem reported by Cory Carlson - 6/24/2019 at 11:04 AM

Resolved

I have never had a problem logging in until recently. I have Norton and have a remembered password but when I click on the drop down nothing shows up and it says this information required. And, I can login with a different computer so I know the information is correct.

9 Replies

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Kyle Kerst Replied

6/24/2019 at 11:10 AM

Employee Post

Cory, this issue sounds like it may be a caching issue in your browser or a settings problem with your Norton services. Can you try clearing your browsers cache/cookies/history and try this again? If you can temporarily disable your Norton system and retest this will help confirm whether or not the issue stems from there. Thanks!

Kyle Kerst Acting IT Manager SmarterTools Inc. www.smartertools.com

Cory Carlson Replied

6/24/2019 at 11:26 AM

Just tried all that. No change. I deleted cache/cookies/history and disabled Norton.

Cory Carlson Replied

6/24/2019 at 11:41 AM

The other computer that I have used to login with has the same Norton software.

Cory Carlson Replied

6/24/2019 at 11:44 AM

More info. I have been using Chrome. When I open smartmail with Explorer I have no issues.

Employee Replied

6/24/2019 at 12:13 PM

Employee Post

Hi Cory. There are some known issues when using Chrome if certain plug-ins (like Grammarly) are installed. Can I have you try opening Chrome in Incognito mode, and then see if you can log in?

Cory Carlson Replied

6/24/2019 at 1:29 PM

Success! Everything worked fine in incognito mode. Sooooo........now what?

Employee Replied

6/24/2019 at 1:40 PM

Employee Post Marked As Resolution

Hi Cory. Make sure you have at least SmarterMail version 16.3.6830 installed, as this was fixed in that version.

Fixed: Grammarly browser extension causes login page to not be usable.

Cory Carlson Replied

6/24/2019 at 2:22 PM

Sorry, not good at this. How can I get that version? Can I update to the newer version without much trouble? I appreciate your help.

Employee Replied

6/27/2019 at 4:03 PM

Employee Post

Cory,

Here's a link to latest version of 16.x, https://www.smartertools.com/downloads/SmarterMail16_Setup.exe. If you're running version 16.x, you'll perform a Minor Upgrade of SmarterMail to upgrade to the latest 16.x release.

If your license has current Maintenance and Support you could even upgrade to the most current build of SmarterMail (7090), which can be downloaded from here: https://www.smartertools.com/smartermail/downloads#/download. Keep in mind that going from 16.x to 7090 will be a major upgrade, and you would not be able to roll back so be sure to do a full backup before starting. If you're not sure if your license is eligible for the most current build send an email to sales@smartertools.com with your license key and we can look at that up for you.

That all said... I just did a search at MxToolbox.com, and it looks like you're using a hosted SmarterMail service from https://www.winhost.com/. As your mail provider, they would be responsible for performing that update. You might get in touch with them for further troubleshooting, as they have direct access to your account.

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