Can't log on as an administrator
Problem reported by pjeski - 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.

11 Replies

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0
Matt Petty Replied
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.
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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
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Patrick Jeski Replied
No sir. The name of the admin account is unique. 
0
Matt Petty Replied
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
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kyle Kerst Replied
Employee Post
Also, if all else fails; you should be able to reset the admin credentials with these instructions:


Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Patrick Jeski Replied
Matt:


Version Checks
InfoSmarterMail Enterprise Version - 100.0.7242.24590
InfoHosting Process: w3wp
InfoPipeline Mode: Integrated
PassedMicrosoft.Net Framework Version: 4.0.30319.42000
System Locale Settings
InfoOS Locale - en-US - English (United States)
InfoOS Date Format - 12/12/2019
InfoOS Time Format - 5:10 PM
InfoOS Default Encoding - Western European (Windows), iso-8859-1
InfoOS Time Zone - (UTC-05:00) Eastern Time (US & Canada)
Folder Permissions
InfoNT Username to use for permissions: NETWORK SERVICE
Passed/App_Data/ Folder Permissions Test
PassedC:\WINDOWS\Temp
Internet Connectivity
Passedresolve yahoo.com
Passedhttp to yahoo.com
Passedresolve google.com
Passedhttp to google.com
Product Checks
PassedActivation ECHO A0
PassedActivation ECHO A1
PassedConnection to SmarterMail Service
PassedProduct Activated?
PassedIIS Worker Count: 1
0
Patrick Jeski Replied
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?
0
pjeski Replied
Bumping to see if Kyle or Matt have any further input.
1
Sébastien Riccio Replied
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

0
pjeski Replied
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.
0
Kyle Kerst Replied
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
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
pjeski Replied
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.

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