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

Reply to Thread

Gabriele Maoret - SERSIS Replied

10/17/2022 at 7:06 AM

Never happened... Sorry that I can't help with this...

Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

JerseyConnect Team Replied

10/17/2022 at 11:00 AM

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.

Kyle Kerst Replied

10/17/2022 at 12:53 PM

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 IT Coordinator SmarterTools Inc. www.smartertools.com