Can't log on as an administrator

Problem reported by Patrick Jeski - 12/12/2019 at 5:42 AM

Resolved

I can't log on as an administrator on one of my two servers. I get "That domain was not found. Double check your email address."

The one I can still log on to has one active domain and one disabled domain. The one I can't log on has multiple active domains. My admin account name is a single word, not an email address.

I can still log in as an administrator using bookmarks on a browser where "remember me" was selected.

12 Replies

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Matt Petty Replied

12/12/2019 at 2:01 PM

Employee Post

By any chance does the URL you are using to log into SM as a System admin match the domain that you make active/inactive?
We have a scenario that can cause login failures when this occurs, I'll detail an example below.

Example.
1 System admin, named "admin".
1 Domain called, "smartermail.io"
1 User, "admin@smartermail.io"

Scenario#1 - http://localhost/interface/root#/login
In order to login into admin on smartermail.io you need to type in "admin@smartermail.io" and the password.
You can also log into your system admin using "admin" and their password.

Scenario#2 - http://smartermail.io/interface/root#/login

In order to login into admin on smartermail.io you *only* need to type in "admin" and the password. We do this to allow users to log in with only their username, and we do this using the URL.
You CANNOT log into system administrator now, because you log into the user WITH NO DOMAIN, which if you have a matching user on smartermail.io causes the auth to fail.
------
This is currently a problem that can affect System Admins that have a username that matches a username of a matching user + URL(domain) combo on the server. To resolve this make sure your System Administrator username is UNIQUE and not shared with any usernames on your server.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Patrick Jeski MB Replied

12/12/2019 at 2:16 PM

No sir. The name of the admin account is unique.

Matt Petty Replied

12/12/2019 at 2:56 PM

Employee Post

Can you check, https://<yourdomain>/about/checkup for any problems and then copy the version number here? I'm curious what version your running.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Kyle Kerst Replied

12/12/2019 at 3:05 PM

Employee Post

Also, if all else fails; you should be able to reset the admin credentials with these instructions:

https://portal.smartertools.com/kb/a2739/reset-administrator-username-and-password.aspx

Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com

Patrick Jeski MB Replied

12/12/2019 at 3:12 PM

Matt:

Version Checks
Info	SmarterMail Enterprise Version - 100.0.7242.24590
Info	Hosting Process: w3wp
Info	Pipeline Mode: Integrated
Passed	Microsoft.Net Framework Version: 4.0.30319.42000

System Locale Settings
Info	OS Locale - en-US - English (United States)
Info	OS Date Format - 12/12/2019
Info	OS Time Format - 5:10 PM
Info	OS Default Encoding - Western European (Windows), iso-8859-1
Info	OS Time Zone - (UTC-05:00) Eastern Time (US & Canada)

Folder Permissions
Info	NT Username to use for permissions: NETWORK SERVICE
Passed	/App_Data/ Folder Permissions Test
Passed	C:\WINDOWS\Temp

Internet Connectivity
Passed	resolve yahoo.com
Passed	http to yahoo.com
Passed	resolve google.com
Passed	http to google.com

Product Checks
Passed	Activation ECHO A0
Passed	Activation ECHO A1
Passed	Connection to SmarterMail Service
Passed	Product Activated?
Passed	IIS Worker Count: 1

Patrick Jeski MB Replied

12/12/2019 at 3:13 PM

Kyle:

Why would I need to reset my credentials? I can log in just fine from saved logins.

Should I add another administrator and see if it can log in?

Patrick Jeski Replied

12/18/2019 at 6:06 AM

Bumping to see if Kyle or Matt have any further input.

Sébastien Riccio Replied

12/18/2019 at 10:02 AM

Marked As Resolution

Are you sure about the password for that admin account ? Because the error message "That domain was not found. Double check your email address." also displays when the password is wrong when trying to log in as an admin user with a wrong password.

Sébastien Riccio System & Network Admin https://swisscenter.com

Patrick Jeski Replied

12/18/2019 at 10:48 AM

Thanks Sébastien. I was using a saved pw.

Hey Smartertools, how about a more conventional "The user name or password does not match" as a message? Leave "That domain was not found" to mean just that.

Kyle Kerst Replied

12/19/2019 at 4:10 PM

Employee Post

Glad you figured it out! I believe the domain was not found error is to prevent alerting a brute-force attempt that the account was valid, but had the incorrect password.

Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com

Patrick Jeski Replied

12/20/2019 at 5:25 AM

Kyle, that's what "The user name or password does not match" is for. It's important to keep attackers confused, but the information has to be useful for the legitimate users.

Sérgio Rocha Replied

10/24/2020 at 11:12 AM

Hi,

I had the same issue with one client and I found that if the connection is full IPv6 the login not work. If turn the ipv6 to off I can login.

Regards,

Sérgio

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