SmarterMail Build 7117: No login to webmail possible
Problem reported by Stefan Mössner - 6/27/2019 at 9:49 PM
Resolved
Hi all,

after updating SmarterMail from build 7090 to build 7117 it isn't possible to login to webmail. After putting the credentials into the fields and clicking the login button nothing happens.

I restarted the SmarterMail service and the IIS server but that doesn't help.

Going back to build 7090 solved the issue.

Kind Regards

6 Replies

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0
Kyle Kerst Replied
Employee Post
Hello Stefan. This is not an issue we're seeing in our internal testing, and I wanted to ask if you can reproduce this in a test environment? If possible, can you open the browser developer tools or error console and report back with any errors seen there when trying to log on? Thanks in advance!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Andrea Rogers Replied
Employee Post
Hi Stefan, 

I'm sorry to hear you had trouble logging in on Build 7117. I haven't been able to replicate this issue on my test installation, and we haven't heard of any similar reports. Do you happen to have a VM or testing environment that can be used to replicate the upgrade issue in a non-production environment? If you do, there are a few things I'd like you to check: 

  1. On the login page, open the browser's developer tools. (If you're using Chrome, you'd right-click on the page and choose Inspect.) Click on the Console tab. Then, attempt your login to SmarterMail. If any errors appear on the Console tab, they may help us to pinpoint what's preventing login for your users.
  2. Check out the system files to see if any issues stand out. Specifically, review the user's settings.json files and verify that the users are listed in the domain's accounts.json file. 
  3. Finally, you can check the conversion status page to see if there might be an issue with one of the domains. The URL would be https://your_mail_domain/interface/convert-status.

If you don't have an environment where you can replicate the issue for troubleshooting, can you please tell me some more about your setup? Maybe that can point us in the right direction. 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
Stefan Mössner Replied
Hello Andrea and Kyle,

I don't have a test environment. I've running SmarterMail as free edition in my home lab on Windows 10 Professional, build 1903. And I use the built in IIS which is working fine since a few years. As possible with the free edition, I have only one domain and 4 mailboxes. As written I don't have this issue with SmarterMail, build 7090. I'm using Microsoft Edge for working with webmail. It happens with Microsoft Edge on a remote Windows 10 Professional client and on Android 9.0. I didn't try to login to webmail on the "server" itself.

What other information are you needing?

Kind Regards
0
Andrea Rogers Replied
Employee Post
Hi Stefan, 
The development team found an unhandled exception during license verification and have resolved the problem in Build 7118. While I don't know for certain, it's possible this issue could have been the cause of the issues you experienced. 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
David Pothier Replied
We ran into a similar issue when upgrading from 16.X to 7117 - we had the system throwing errors retrieving license and other information:

/api/v1/settings/sysadmin/global-mail 400 (Bad Request)

We downgraded to 7090 and were able to complete our license activation - might be a good idea to post the new version so other customers don't pull their hair out like we did.
2
Stefan Mössner Replied
Marked As Resolution
Hi all,

I can confirm that with updating to build 7118 there's no issue when logging in to webmail. Thank you for solving the issue with the new build.

Have a nice weekend.

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