There is a file structure change for Smartermail (starting in version 7) which can cause problems when trying to upgrade from an earlier version (such as version 5) directly to the newest version.

Smartertools suggests that anyone running a version prior to 7, should first upgrade to the latest version of 7 before upgrading to the latest, major version such as 12.

Although this information is not currently stated anywhere on Smartertool's website or in their upgrade instructions, we have spoken with them and confirmed that some people have the issue when moving from a version prior to 7 to a newer version such as 10, 11 or 12.

Alternatively, if you do not wish to upgrade to the latest version of 7 prior to your major upgrade, there is a tool that you can use to convert each domain to the new file structure. You can download the tool from our website here: SM 7 Mailbox Fix. Please be advised that if you decide to use this tool, you will have to convert your domains one by one which can take a lot of time if you have hundreds of domains on your server.