Troubleshooting Smartermail Webmail

Troubleshooting Smartermail Webmail 
When you go to your website's webmail address, it times out or you receive some other error.
Note: if you instead get a Plesk Default page, refer to Webmail Shows Plesk Default Page.


This may occur because of any of the following reasons:
  • The Smartermail service is stopped.
  • The Smartermail web server is stopped.
  • Port 9998 is not open in the firewall.
  • The domain name webmail uses was changed and it isn't forwarding correctly.
This will go over the various things to check on for the different case above. If you are a dedicated server customer, you can perform this yourself. If you are a shared hosting customer, please submit a support ticket about the issue.
  • Start/Restart the Smartermail Services
    Login to the server using Remote Desktop and restart the Mail Server by following How to Restart Server Services Using the Plesk Services Monitor.  
  • Open Port 9998 in the firewall
    Login to Plesk on the server and add or enable a rule for Webmail on port 9998 to the firewall rules by following
    How to Set Up Firewall Rules in Plesk
  • Verify that the webmail address is forwarding to the correct domain
    1. Login to the server using Remote Desktop.
    2. Login to Smartermail as Admin.
    3. Go to Settings > General Settings > Server Info tab, and verify that the Hostname is set to a valid domain on the server (normally you primary domain).
    4. Browse to C:\inetpub\vhosts\webmail\smwebmail.
    5. Open the index.html file in any editor such as notepad.
    6. Verify that the code points the forward to the Hostname you checked in step 3 (highlighted in green below):
          <TITLE> Plesk Web Mail Client </TITLE>
          <META http-equiv="Content-Type" content="text/html; charset=UTF-8">
          <META http-equiv="Refresh" content="0;URL=">
          <META http-equiv="Cache-Control" content="no-cache">
      Now you will be automatically redirected to the required website. If your browser does not support redirection, please click <a href=""> here </a>

If you are still experiencing an issue with webmail, please open a support ticket from your Control Panel.

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