These issues typically arise due to a couple of scenarios:
- Power or server failure causes a sudden restart of the machine hosting SmarterMail. This causes our settings.json files to become corrupted because they were open for editing at the time.
- Third party software accessing the settings.json files during edits being performed by the mail service.
Absent these possibilities we will need to troubleshoot the issue further and have opened a ticket with this user to do so. This was something we've seen before, but there doesn't appear to be any discernible pattern to it unfortunately. The environments these issues affect are rare and are otherwise functioning well aside from the users who are impacted.
Resolving these issues and getting your user back online is simply a matter of stopping the SmarterMail system service, then restoring a backup copy of the user's settings.json file found within the Archived Data folder found within each account, domain, and system level configuration area.
Kyle Kerst
System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com