Daytime phone number?

[Wyoming]

Hi,

Is there a daytime phone number for support for folks out in the Western part of the U.S.? We're seven hours behind Bristol in our time zone, which means support closes by 10 AM our time.

We've run into a problem with adding a new domain to our Windows 2003 server. We get an error message saying "Unable to add new domain. Please try again or contact support." We purchased a maintenance contract and opened a trouble ticket, but it's difficult to wait several days for a problem that is probably an easy fix.

[openmind]

Post the error from your lofg files and we'll see if we can help...

[UKWHS]

Hi

I am unsure about the phone details, but if you post a copy of the HELM error log, and I am sure either myself or any other member of this forum will do our very best to help you.

[Andy Jarvey]

Hello,

I actually take care of trouble ticket requests after hours until 8pm EST Monday - Friday. I currently do not see a trouble ticket from you in the system but would be more than happy to take a look for you if you do create a ticket.

Include the terminal server login details to your server along with the ADMIN login to Helm in the ticket to save some time. Hopefully I will have time to look at it while I'm in the midst of these new server installations.

[brainus_tech]

Time to hire 24x7 support? :)

[Wyoming]

Hi,

Thank you for the very rapid response! I am amazed. I tried to load a site again just now and got the same error message, but I can't find it in my logs on my server. Is there a place within Helm that records logs?

[openmind]

Goto C:\Program Files\WebHost Automation\Helm\Logs\Error assuming you installed into the default location...

[Wyoming]

Thanks, Phil! Here's the logs report:

#Date: 2005-05-27
#Fields: date time source error
2005-05-27 10:14:16 Mail.CreateEmailAccount Failed to create the primary domain admin
2005-05-27 10:14:16 Mail.CreatePOP3Account Failed to create the primary domain admin
2005-05-27 10:14:16 Mail.IEMail_Execute Failed to create the primary domain admin
2005-05-27 10:14:16 CPOP3Account.AddPOP3AccountEx Failed to create the primary domain admin
2005-05-27 10:14:16 CDomain.AddDomainEx Failed to create the primary domain admin
2005-05-27 10:14:55 modNTFS::RevokeFolderSecurity SetACL failed for User Account: seniorspellingbee.co ()
2005-05-27 10:43:39 Mail.CreateEmailAccount Failed to create the primary domain admin
2005-05-27 10:43:39 Mail.CreatePOP3Account Failed to create the primary domain admin
2005-05-27 10:43:39 Mail.IEMail_Execute Failed to create the primary domain admin
2005-05-27 10:43:39 CPOP3Account.AddPOP3AccountEx Failed to create the primary domain admin
2005-05-27 10:43:39 CDomain.AddDomainEx Failed to create the primary domain admin
2005-05-27 10:46:24 modNTFS::RevokeFolderSecurity SetACL failed for User Account: seniorspellingbee.co ()
2005-05-27 15:20:20 Mail.CreateEmailAccount Failed to create the primary domain admin
2005-05-27 15:20:20 Mail.CreatePOP3Account Failed to create the primary domain admin
2005-05-27 15:20:20 Mail.IEMail_Execute Failed to create the primary domain admin
2005-05-27 15:20:20 CPOP3Account.AddPOP3AccountEx Failed to create the primary domain admin
2005-05-27 15:20:20 CDomain.AddDomainEx Failed to create the primary domain admin

[openmind]

OK looks like an issue with your mail server to me. What mail server are you using?

[Wyoming]

We're using Smartermail as the mail program...

[openmind]

OK in your SMartmail service settings in HELM, first of all check that you have the correct username and password set-up.

Also check that the Smartermail service is actually running

[openmind]

Also what heppens when you go to http://xxx.xxx.xxx.xxx:9998/services/svcDomainAdmin.asmx ?

wehere the xxx's is the IP address for your Mailserver...

[Wyoming]

Phil,

I very much appreciate your help and suggestions. We have more than 40 sites on our server, all using Smartermail, and it's working for them. I went in and tried to create a new e-mail account, and got this error message: Unable to add POP3 account. Please try again or contact support.

As far as username and password are concerned, I'm assuming that since I logged in to Helm with them, they are working.

[openmind]

Its sounds suspiciously like the SmarterMail service isn't running as opposed to a problem with HELM. Try restarting SM through services.msc

Can you login to the SM service through the web interface?

[brainus_tech]

Also, smartermail that comes for free with merak has a limit of 50 domains and 250 users, be sure you have not overcome any of these quotas...

[Wyoming]

I logged in to SM as an admin. It says it has had 21 messages delivered in the last five minutes - 133 in the last hour (remember, we have more than 40 client websites on there.) My server says that Smartermail is started. I didn't do a restart - it already seems to be running.

[NextLevelDigital]

Is there a limit on your license for Smartermail? Are you using that quota.

[Wyoming]

Thank you for your reply. Our server is located with Crystaltech, and I asked them that very question - it's a logical one. Here's their brief response: "There is no limits for SmarterMail for accounts or domains."

[NextLevelDigital]

I see the dedicated servers from crystaltech on their website have 50 site license for smartermail, possibly the support in the brief reply are not sure what they state.

However, when you log into the smartermail admin interface, are you able to add a domain? (Therefore not using HELM to do it) This should narrow it down to if it is a HELM config issue or Smartermail.

[Wyoming]

I logged in to Smartermail to set up a new domain, and did not get any error messages... but I'd prefer to go through the Helm interface.

[NextLevelDigital]

Indeed, but to determine where the problem is, there is a certain amount of troubleshooting required.

With this new domain, are you able to add a POP3 account using the Smartermail admin?

If that works, remove the domain you added, then we can take a look at HELM to see what's up with the configuration.

[Wyoming]

I have received an e-mail from Crystaltech saying the first information they gave me was incorrect. Here is the text of the new message: "I apologize, I gave incorrect information. There is a 50 site limit for the number of domains. To be able to get more domains and the price for this, I am transfering this request to our dedicated team. They will respond to you with the information.

Again, I apologize for the mis-information."

So apparently the problem was not with Helm at all, but with the Smartermail licenses... I imagine that the failure to find an active license is why Helm could not install the site correctly.

I want to sincerely thank everyone in this forum for your help with this. The very fast response and excellent suggestions helped me troubleshoot and solve this problem very quickly. Thanks again.

[Xaak Consulting]

Also, smartermail that comes for free with merak has a limit of 50 domains and 250 users, be sure you have not overcome any of these quotas...

Hm, SmarterMail comes free with Merak? I must have missed that deal ;) .

[brainus_tech]

... it was the sleep ...

[Rubal]

Also, smartermail that comes for free with merak has a limit of 50 domains and 250 users, be sure you have not overcome any of these quotas...

Hm, SmarterMail comes free with Merak? I must have missed that deal ;) .

Rafael -

You surely need some sleep :lol: :lol:

[brainus_tech]

Sleep is for those lazy who have enough spare time to do it. Server admins don't sleep, they nap over the keyboard. :shock:

[openmind]

So they supplied your SmarterStats license then??

I'd be interested to know what price they come back to you with...

[brainus_tech]

To be able to get more domains and the price for this, I am transfering this request to our dedicated team. They will respond to you with the information."

By the way, you can purchase the upgrade for SmarterMail from any Smartertools reseller, <propaganda>like us</propaganda> for a maximum of $199 (for the 250 domain and 1000 user version) or $399 (for the unlimited version). Since we resellers always resell with discount... :-)

Same pricing for SmarterStats.

[Rubal]

Sleep is for those lazy who have enough spare time to do it. Server admins don't sleep, they nap over the keyboard. :shock:

Yah , Like me 8)

[brainus_tech]

Sleep is for those lazy who have enough spare time to do it. Server admins don't sleep, they nap over the keyboard. :shock:

Yah , Like me 8)

Learned you the lesson have, Jedi little.

[Wyoming]

Um, let me get things a little back on track.... I just purchased an upgrade for Smartermail to expand my licenses. It says I have to reactivate my license key to do that. Can anyone talk me through the steps on that, please? Is it something I would do through Helm or directly through the server?

[mlovick]

Ahh.. I just did this so thats an easy one - you log into the Smartermail admin to reset the license ;)

[openmind]

Login as an admin

Goto Help > Activate Product

Click Reactivate Key

Select the paid license option and hit next

Enter your license key, email address and password and click Activate Now.

You should now have upgraded SmarterMail. :)

[NextLevelDigital]

:lol: