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Password encrypted is null
Problem reported by Manuel Martins - 10/17/2022 at 1:58 AM
Resolved
Hi,
I'm getting the error "Password encrypted is null" in some accounts, and the account space limit is reset to 100MB but the worst is that the Password is also reset, the password gets blank !
Does anyone experienced problems like this ?
Thanks.

6 Replies

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1
Gabriele Maoret - SERSIS Replied
Never happened... Sorry that I can't help with this...

Gabriele Maoret - SERSIS - Head of SysAdmins
Currently manages 3 SmarterMail installations (1 in cloud for SERSIS which provides service to a few hundreds 3rd party Mail Domains + 2 on premise to customers)
1
JerseyConnect Team Replied
Marked As Resolution
That's an indication that the account's settings.json file is corrupted. If you try to open that file in a text editor and its blank, then the file is corrupted. You can restore the file from the Archived Data folder. Then you need to it either restart the SM service or reload the domain in the SM interface. 

You can also surgically "reload" the account without affecting the whole server or domain. To do this, rename the account folder in the file system, delete the user in SM, rename the folder back to its original name, and finally attach the user via the SM interface.
0
Kyle Kerst Replied
Employee Post
JerseyConnect Team is correct, the user's settings.json is corrupted or locked/inaccessible to SmarterMail. You can paste the contents of that file into something like jsonlint.com to validate it as well, and if validation fails you know you have a bad file. Common causes of this are sudden restarts/power failures on the server, antivirus that has not been properly excluded from our directories/file types, and disk or disk controller issues. 
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Tony Scholz Replied
Employee Post
Hello Manuel, 

To restore a back up you can grab an old copy from the Archived Data folder so that the client does not need to reset the password. 


Thank you
Tony
Tony Scholz
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Manuel Martins Replied
Hi Tony,

We have Daily Backups, we recover from these Backups.
My problem is not the recovery off those files, what concers me is why this happen ??
Thanks.
0
Tony Scholz Replied
Employee Post
Hello Manuel, 

The most common reasons are the ones outlined by Kyle above. 
Tony Scholz
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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