Reset Administrator Username and Password

This article applies to recent versions of SmarterMail. View articles for SmarterMail 15.x and earlier.
On occasion, administrators may need to reset the login credentials for the primary Administrator account that manages the entire SmarterMail installation. This is useful in the event that the primary administrator has lost the password or if the login credentials have fallen into the wrong hands.
 
Follow these steps to reset the primary administrator username and password back to their default configuration:
 
  1. In the Windows Services panel, STOP the SmarterMail service. (Find the Services panel by clicking on the Start menu and expanding the Administrative Tools option.)
  2. Navigate to the SmarterMail directory. By default, this is found at C:\Program Files\SmarterTools\SmarterMail.
  3. Open the Service folder.
  4. Make a backup copy of the file, mailConfig.xml. (Call the backup mailConfig_bak.xml)
  5. Edit the mailConfig.xml file. (To edit the contents of the mailConfig.xml file, right-click on the file and choose Edit or hover your mouse on Open with and select Notepad. Make sure you have administrative access when you do this.)
  6. Find the section that looks like this:
    <!-- ** System Admin ********************************* -->
        <!-- ** To reset admin password, delete these items ** -->
        <!-- ** and then restart the SmarterMail Service.   ** -->
        <!-- ************************************************* -->
        <sysAdminUserName> ... </sysAdminUserName>
        <sysAdminPasswordHash> ... </sysAdminPasswordHash>
        <sysAdminRejectAuthentication />
        <!-- ************************************************* -->
    
  7. Delete the following lines:
        <sysAdminUserName> ... </sysAdminUserName>
        <sysAdminPasswordHash> ... </sysAdminPasswordHash>
        <sysAdminRejectAuthentication />
    
  8. Save the file in the Service folder using its same name. You will receive the message, "mailConfig.xml already exists. Do you want to replace it?". Choose Yes to replace the file with the updated mailConfig.xml. 
  9. In the Windows Services panel, START the SmarterMail service.
 
After completing this process, you should now be able to log into SmarterMail using the default login credentials:
 
Email Address: admin
Password: admin

 

Troubleshooting

If the reset was not successful or if you receive an "Access is denied." error when attempting to replace the mailConfig.xml file, it is likely because your user account that's logged into the server does not have the proper User Account Control (UAC) permissions. In this case, there are two workarounds that may help:
 
  • After making a backup of the mailConfig.xml, drag the file out of the Service folder and onto your desktop. (Alternatively, you can right-click on the file in the Service folder, click Copy, then right-click on your desktop and click Paste.) Complete steps 5-7. Save and close the file. Then, drag the file from your desktop back into the Service folder (or copy and paste it in there). Confirm that you would like to replace the mailConfig.xml file that's already there. Start your SmarterMail service. 
  • After making a backup of the mailConfig.xml file, click on the Start menu. (If Notepad is not already visible in the list of applications, type Notepad in the search bar.) Right-click on Notepad and choose Run as Administrator. In the User Account Control popup, choose Yes to allow the program to make changes to the computer. In Notepad, navigate to and open the mailConfig.xml file. (If mailConfig.xml is not visible in the folder, change the "Text Documents (*.txt)" dropdown to "All Files (*.*)" instead.) Save and close the file. In the Windows Services panel, start the SmarterMail service.
 
Also, please ensure you are making changes to the mailConfig.xml file directly, NOT the mailConfig_bak.xml file. The latter is only used as a backup file in case of any potential corruption or loss to the mailConfig.xml. SmarterMail will not recognize changes to this file. 
 
For all other cases, please contact the SmarterTools Support Department for direct troubleshooting.
 
 
Learn more about using SmarterMail for your email accounts and company-wide chat.

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Would you happen to have a Linux version of these instructions? We are also using v. 5.5 enterprise. TIA.
Ryan McNamee (January 26, 2015 at 1:02 PM)
Hi Ryan. SmarterMail can only be installed on a Windows server so we don't have any Linux version instructions. Are you the System Administrator of the installation or an end user?
Andrea Rogers (January 26, 2015 at 1:11 PM)
Ok, I guess it is safe to assume then, we are using a cloud based version. This is my first week as an administrator at the company, I know we only have linux servers, so unless it was installed one of the local end user desktops I cant see it being in house. What can I do to gain access to the local admin account to change the smpt protocol settings. TIA.
Ryan McNamee (January 26, 2015 at 1:21 PM)
You'd want to contact your System Administrator for that. If you give me your domain I can do a search online to see who is hosting your email.
Andrea Rogers (January 26, 2015 at 1:30 PM)
Hello Fellas,

I am running SM 9.x and Windows Server 8. I tried what was above to a T but when I try to login using admin/admin for user and pass it is tell me email address or password incorrect. Am I missing something? I need to get into my mail please help!!!

Francis Gibbons (July 22, 2015 at 8:21 AM)
Hi Francis! If you're not able to reset the credentials with these steps, please submit a ticket to our support team. (Understand that if a bug in the software is causing this mishap, your ticket will be refunded.) Here is more info on submitting an Email or Phone Ticket: http://portal.smartertools.com/kb/a2923/email-and-phone-support.aspx
Andrea Rogers (July 22, 2015 at 8:43 AM)
For everyone else, Matt's suggestion works:
http://portal.smartertools.com/community/a86672/admin-account-locked-out.aspx

Michael Lewis (July 23, 2015 at 9:11 AM)

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