"Domain Failed To Load" after upgrade to 16.x

Problem reported by Ryan Burglehaus - 2/15/2019 at 5:30 PM

Resolved

I have upgraded to SmarterMail 6915 from SmarterMail 16.3.6915 and I have 2 domains with this message in admin area > Manage > Domain > Enable > "Failed to Load"

More details:

Domain failed to load

As a result, mail will not function and users will not be able to login. For assistance resolving this issue, please refer to the SmarterMail Help.

12 Replies

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Sébastien Riccio Replied

2/15/2019 at 8:38 PM

Are you sure you updated to 16.x ? Or you updated from 16.x to v17/v100/majorversionless ?

Sébastien Riccio

System & Network Admin

https://swisscenter.com

Ryan Burglehaus Replied

2/15/2019 at 11:10 PM

My apologies, you're correct. I upgraded from 16.x to the latest version(less) build. Was going through a bunch of tech docs trying to find a solution and had 15 and 16 on my brain. Thanks for helping me clarify.

Matt Petty Replied

2/19/2019 at 7:14 AM

Employee Post

Hello, When you go to http://<yourhostname>/interface/convert-status this page should tell you, why the domain is failing to load. If you could copy and paste the errors here, we can try to diagnose it. Otherwise your best bet may be to submit a support ticket.

Matt Petty

Senior Software Developer

SmarterTools Inc.

www.smartertools.com

Ryan Burglehaus Replied

2/19/2019 at 10:45 AM

Marked As Resolution

Thanks Matt. After waiting for several days with no answer, and not wanting to burn one of my precious few support tickets on a single domain issue, I started looking around for what could be causing the issue. I found this setting was unique in the settings.json file for the affected domain:

"file_version": 0,

I noticed all the other domains on the server (91 of them) all had this set to 1. I changed that setting for this domain, restored the smartermail service and everything started working properly for the previously affected domain. I haven't noticed any other issues since making this change yesterday.

Is there something else that I need to check, or could it be as simple as this not getting set properly during the upgrade? I'm a little nervous that other issues are lurking for this (and potentially other) domain, but I don't have any concrete evidence to support that concern.

Any insight, thoughts or things to check would be greatly appreciated.

Matt Petty Replied

2/19/2019 at 12:45 PM

Employee Post

That's very odd, since we don't technically have a version "0" for that file. Not sure how it would've been set like that. Glad to hear you fixed it. You can use that same page at anytime to verify that your domains are at least being loaded correctly by visiting that page. If there are no other domains showing Errors or Warnings you should be fine.

Also side note, tickets are now free as long as you have an active license. If you had unused support tickets, contact sales and they can work with you on getting reimbursed for those. You can read more about that and all our other changes on our Blog post, https://www.smartertools.com/blog/2018/11/1-new-smartertools

Matt Petty

Senior Software Developer

SmarterTools Inc.

www.smartertools.com

David Moller Replied

3/3/2019 at 2:39 PM

This same think just happened to me on 8 of my 38 domains. Same resolution worked as above: changed settings:json , file_version from 0 to 1

Yavuz Aydin Replied

3/6/2019 at 2:37 AM

Was affected by the same, this helped, thanks!

Ted Replied

3/7/2019 at 9:22 AM

This resolved the issue of the domains failing to load. But now I none of my domains are receiving email..

David Moller Replied

3/7/2019 at 10:13 AM

Ted, look in your proc folder to see if you have a bunch of received emails sitting in there. If so, then you probably were using Declude, which isnt supported in this version yet. You will need to disable Declude manually in the smartertools/smartermail/service/settings/settings.json file. search for "declude_enabled": true and just set that to "declude_enabled": false then restart the smartermail service. You will need to move any email in the proc folder to a spooler folder to get them delivered.

Ted Replied

3/7/2019 at 12:27 PM

Thanks David, I was running declude. Looking at the settings.json file declude was set to false. Although I do have a bunch of emails sitting in the proc folder.

Do I just simply move them to the SubSpool folder? I also have 9 different SubSpool folders.

Thanks!

David Moller Replied

3/7/2019 at 12:55 PM

Yes, I simply moved all my files in the proc folder to my SubSpool0 folder and watched the count go down on the admin panel.

Linda Pagillo Replied

12/5/2019 at 12:30 PM

Just chiming in because I had this issue today when I upgraded a server from 15x to 17x. The problem for me was that the customer had some old, leftover domain folders in his Domains directory that never were deleted when he removed the domains from the SM admin interface a while back. Also, for some strange reason, the old, invalid domains were added to the settings.json file during the migration. I had to manually remove the old folders from the Domains directory and manually remove the domain entries from the domains.json file. Once I did that and restarted the SM service, all was well.

Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com

Authorized SmarterTools Reseller

Authorized Message Sniffer Reseller

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