I have a couple of clients that have/had issues when logging into webmail interface in SmarterMail. I thought I’d post here as maybe it will help somebody else.
It all started when we upgraded to Build 9483 (sec 18, 2025) AND moved to Linux (Ubuntu 24.04.3 LTS). This continued with the upgrade to Build 9526 (Jan 30, 2026)
The error they get when trying to log into the web interface is “Object reference not set to an instance of an object”. It doesn’t look like it is even taking the password.
The clients tried clearing their browser cache, using a different browser, rebooting their computers, etc. The problem persisted.
Troubleshooting with Comcast/Xfinity was fruitless. Their answer for most things is “check your connection”.
We believe the issue is with the older Xfinity modem/router. I had a friend with a XB8 modem/router try and login and it worked.
Modem/router with issues:
Model name: XB6
Vendor: Technicolor
Revision 2.2
Firmware: CGM4140COM_7.6p14s1_PROD_sey
Model name: XB7
Vendor: Technicolor
Revision 2.0
Firmware: CGM4331COM_8.2p7s1_PROD_sey
Modem/router that did work:
Model name: XB8
Vendor: Technicolor
Revision 2.5
Firmware: CGM4981COM_8.2p7s1_PROD_sey
The client that was running XB6 upgraded to the XB8 and the login problem went away. We will ask the client with the XB7 modem/router to do the same. Comcast usually does these hardware upgrades for free.
I hope this helps other with the same issue.
Mike