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WebMail on SM17 return Error 500
Problem reported by Christophe Winzenried - 4/7/2020 at 4:22 AM
Submitted
After upgradig from SM16 to SM17 the service work fine. but now i can't  access to the webmail anymore. the configtool from samrtermail do not help. How can i ckeck the rights on the folders and in iis needed to run samrtermail 17 on my server win2016?

thanks

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Christophe Winzenried Replied
Had to go back to the previous version because it is a productive server and the service cannot be operated without administration. So I uninstalled SM17, installed SM16, config files restored. SM16 is running perfectly again. Are there any files that could prevent a new update?
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Kyle Kerst Replied
Employee Post
Christophe, I've reviewed your issue description and it sounds like you may have had an issue with your MRS directory or with its permissions as you've mentioned. If you go about trying this again, please try this: 

1. Uninstall SmarterMail. 
2. Navigate to the installation directory of SmarterMail and rename the MRS folder to MRS_OLD
3. Install the new version of SmarterMail. 

If you receive an error on the web interface please check to ensure the MRS directory is configured to allow Full Control for NetworkService, and that your SmarterMail application pool (in IIS) is configured to run as NetworkService. Please update me on your results if you give this another go. Have a great day!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Christophe Winzenried Replied
@Kyle thank you  --- The rights were ok. Are the same as SM16. I haven't dared to try the update again. How can a previous update attempt for a new success update be deleted? Are there any json files that need to be deleted first? I have a productive system. Is there an update protocol? In the event of problems, I can't wait until a customer complains that his domain no longer works. I've been using SM since version 4, but never has an update been such a poker.
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Kyle Kerst Replied
Employee Post
@Christophe; you're very welcome!

Pre-upgrade, all of your configurations will be of XML type, and will be found here:

C:\Program Files (x86)\SmarterTools\SmarterMail\Service\

Post-upgrade, these XML files are converted to JSON format and are stored in the Settings directory within the Settings directory. So, to revert any conversions implemented by the previous upgrade process you'll want to check for the presence of JSON files within: 

C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Settings

Deleting those JSON files should make your installation appear to be a pre-upgrade environment, and this will cause SmarterMail to reconvert the XML files into JSON during the upgrade process. Overall I'm sorry to hear you're having so much trouble with this upgrade process, and I can definitely understand concern in attempting it again. Your best line of defense on this is to get a full backup of the installation and domain storage locations before getting started. This will provide you a fall-back point should anything go wrong, as you'll be able to restore the entirety of the environment. Backup/Restore procedures are outlined here: 


If you'd prefer to have our team carry out the upgrade for you - we do offer these services - and would be happy to help get this going in the right direction. Below you will find more details about those ticket types: 


I hope that helps smooth out this process a bit for you. Have a great day!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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