The user failed to load after updating to SM Build 8657

Problem reported by Alexander Emmerson - 9/21/2023 at 6:58 AM

Resolved

After updating from Build 8451 to Build 8657 one of our user accounts is no more accessible. In the Users list an exclamation point (!) ist displayed beside the account. After klicking on that the following message is displayed:

"The user failed to load. As a result, mail will not function. Please refer to the SmarterMail Help for assistance resolving this issue, or click Remove to remove this user from the list. Note that the directory at d:\SmarterMail\Domains\medicum-mittelhessen.de\Users\... will not be deleted."

Is there any chance to recover the user account?

7 Replies

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Kyle Kerst Replied

9/21/2023 at 12:24 PM

Employee Post

Hi Alexander, sorry to hear you're seeing issues with this! This user has likely has a bad JSON file inside of their account, and once you restore a good backup copy the user should come right back online. To confirm what's going on you can remove it from the account list (using the screen you referenced above) then use something like jsonlint.com to validate the contents of the user's JSON configuration files found in the root of their directory on the server's hard drive. When you find the broken one, you can look in the user's Archived Data directory to find a valid backup copy. If this file has been broken for some time you may need to pull a good copy from your own long term backups. Once you get it restored, you can use ...>Attach User (on the Manage page) to reattach that user account and get them back online. Please don't hesitate to reach out if you have any questions or get stuck!

Kyle Kerst

System/Network Administrator

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

Andrea Free Replied

9/21/2023 at 12:46 PM

Employee Post

Hi Alexander,

I created a support ticket so we can review this with you.

Andrea Free
SmarterTools Inc.
877-357-6278
www.smartertools.com

Andrea Free Replied

9/21/2023 at 5:11 PM

Employee Post

Hello,

The developers were able to resolve the issue that caused the Failed to Load users. This has been released in Build 8644, which was just released. You shouldn't see this behavior occur again. Please upgrade and it should resolve the errors. If not, please backup the user account on disk, click the Remove button from within the Failed to Load user. Then, go to the Domains grid, click on the Actions menu, and choose Attach User.

I hope this helps!

Kind regards,

Andrea Free
SmarterTools Inc.
877-357-6278
www.smartertools.com

Gabriele Maoret - SERSIS Replied

9/21/2023 at 10:56 PM

Hi Andrea! The new release is 8664, not 8644..

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)

kevind Replied

9/22/2023 at 5:48 AM

Hi Andrea! The new release is 8664, not 8644.

Another good reason to just make it build date instead of build #. 🙂

https://portal.smartertools.com/community/a95545/smartermail-versions-numbering.aspx

Brian Bjerring-Jensen Replied

9/22/2023 at 7:30 AM

Exactly :)

Alexander Emmerson Replied

9/26/2023 at 7:56 AM

Hi all,

thank you for your excellent support regarding smartermail.

Today I wanted to carry out the steps described to restore the defective user account. I saw that the error disappeared and the mailbox worked again without us making any changes on the IT side. Yesterday the error was still there. Very strange...

For further analysis, I sent Andrea the config files of the user profile (before Update) by email.

In my opinion the ticket can be closed now.

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