Installing 7488 reset everything

Problem reported by Brian Dorey - 7/8/2020 at 6:06 AM

Resolved

I started to upgrade our clients servers today who use Smartermail and after installing the new version 7488, i was faced with the default setup screen and after reentering the admin username and password I was taken to the domains page which was empty and all the previous settings had been reset.
During the upgrade, i specified the correct data folder.

Does anyone know why this update would have reset everything and how can I avoid it on the other server upgrades?

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Employee Replied

7/8/2020 at 7:14 AM

Employee Post

Hi Brian,

I'm sorry to hear that your upgrade didn't go well. Typically we see this occur if the custom program files folder is not specified in the installer during the upgrade. I've created a ticket in the Support Department so we can look into why this may have occurred with the correct path.

Brian Dorey Replied

7/8/2020 at 8:55 AM

Hi Andrea, than you for your reply, I entered the custom path at setup. I will setup a virtual machine and install the older version and make a copy of the live server and then try the upgrade again to see if i can duplicate the issue.

Brian Dorey Replied

7/8/2020 at 10:25 AM

Marked As Resolution

Hi Andrea, I setup a VM and installed the old version, setup the domains and then upgraded without any issues. Not sure why it failed on the live server.

Employee Replied

7/8/2020 at 10:42 AM

Employee Post

Thanks for the updates, Brian. A support technician can take a look at the live server to look for what might have caused the upgrade to fail. Your support ticket was assigned to Kyle, and he sent you a link for completing a Remote Service Access Agreement (RSAA). If you'd like him to take a look, please complete that RSAA and he'll let you know what he finds.

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