IMAP connection to SmarterMail stopped working in Build 7117
Problem reported by Daniel Mikel - June 28 at 1:59 AM
Resolved
Hello,

Today after upgrading to latest Build 7117 of SmarterMail it failed connecting to IMAP and SMTP to fetch and send emails for all clients. Webmail GUI seem to run correctly though. No other changes done to my system.

I have not analyzed this issue anyhow yet, just reverted to previous Build 7090 to fix it, and yes, the issue was resolved by such rollback.

Have anyone else experienced the same problem when installing the latest build?
Quickly going through the Release Notes, have not seen anything to suspect immediately as the reason.

Thank you all for any comments.

Kind regards,
Daniel Mikel.

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Universal4 Replied
I recently experienced the same thing on build 7090. Like your install the web interface seemed to be fine and all the mailboxes were intact.

I did not perform a rollback but did manage to figure out what was configured incorrectly.

Check the bindings, I discovered that during the upgrade/reinstall that bindings were enabled from a previous install, and once I removed the inappropriate bindings SMTP etc started working immediately.
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Andrea Rogers Replied
Employee Post
Hi Daniel,

I'm sorry to hear you had trouble with your IMAP and SMTP connections on Build 7117. I've done some testing and haven't been able to replicate this issue on my test installation, and we haven't heard of any similar reports today. I verified that my IMAP connection in Outlook can send and receive email and that an Email Retrieval via IMAP works as expected. 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. Verify your IMAP, IMAP Retrieval, and SMTP logs are set to Detailed, then attempt a send/receive or new connection. Review the logs for details of any issues. 
  2. Verify that the affected users have IMAP, Incoming SMTP and Outgoing SMTP enabled at Domain Settings > Accounts > [user] > Service Access card.  
  3. Perform any Windows updates, if they're available. There was a recent .NET update that has helped to resolve a variety of issues that some of our users have been seeing.

If all else fails, go ahead and start a ticket with us in the Customer Service Department and provide the IMAP credentials of a test account. If we can't get it to work either, and if your SmarterMail license has active Maintenance and Support, we can get you in touch with the Support Department for their review. 

I hope this helps! 

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

www.smartertools.com

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Andrea Rogers Replied
Employee Post Marked As Resolution
Hello, 

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

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Daniel Mikel Replied
Hello Andrea,

Since I do not have any test environment available and also because being a bit short of time these days, I have not yet performed any testing and deeper analysis of the issue. I just checked the bindings settings as advised by another community user, but those were correct so issue had some other cause.

But today, after your latest post, I have downloaded and installed SmarterMail Build 7118 and after upgrade to this build, I can now confirm the issue is resolved and all seems to work now correctly.

Thank you very much for help and support, such fast replying to my thread was appreciated and beyond my expectation. :-) So thanks again.

Kind regards,
Daniel Mikel.
1
Andrea Rogers Replied
Employee Post
Thank you so much for the update, Daniel! I'm happy to hear that Build 7118 resolved the issue you experienced on your last upgrade. 

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

www.smartertools.com

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