Unable to log in to Message Security and Discovery console

[Sam Dickinson]

I made some changes the othar day to the organisation level settings
for my Postini (Google Apps) account. Having made those changes I am
now unable to log in to the administrator interface.

I get the following error: -

-------

Log in to your message center.

Invalid log in or server error. Please try again.

-------

One of the changes that I made was to alter the username/primary
domain of my administrative user to use a different domain extension
("swifttg.com" instead of "swiftaircraft.co.uk"). I am assuming that
this is the problem?

I have logged a call with Postini support but had absolutely no
response (other than an automated email). Does anyone here know how to
reverse the change?

Sadly, having searched this forum, it looks like I'm not the only one
who has done this!

[FrankM - Power Poster]

Only Postini can make this change to reset your admin. For all others,
DO NOT EVER mess with your Admin Account. If you need to make changes,
I suggest using a different user account and have Postini create Admin
permissions for this account.


FrankM




On Nov 14, 9:28 am, Sam Dickinson <samdickins...@googlemail.com>
wrote:

[Sam Dickinson]

Sadly hindsight is a wonderful thing.

On Nov 14, 3:01 pm, FrankM - Power Poster <Frank.M...@gmail.com>
wrote:

[Sam Dickinson]

Any idea how to get Postini to actually respond to a support call?
I've got 3 calls open at the moment and I haven't had more than the
automated response so far on any of them. The one about the
administrator log in has been open for more than a week!

On Nov 14, 3:01 pm, FrankM - Power Poster <Frank.M...@gmail.com>
wrote:

[FrankM - Power Poster]

I'll try to bump it up to the forum Advisor to get an answer.


FrankM

On Nov 15, 3:57 am, Sam Dickinson <samdickins...@googlemail.com>

> > > who has done this!- Hide quoted text -
>
> - Show quoted text -

[Sam Dickinson]

Thank you, that would be extremely helpful.

On Nov 15, 10:49 am, FrankM - Power Poster <Frank.M...@gmail.com>

[Sam Dickinson]

Unfortunately the situation with Postini support seems to be getting
worse...

- I have had a call open on this issue for more than a week now and I
have still had no response
- I spent 40 minutes "on hold" yesterday trying to speak to someone in
technical support at Postini and finally had to give up (with no
response) as it was the end of the day here in the UK

This is unacceptable, I have paid for Google Apps Premium I expect
support!

If I can't get support by phone, by posting emails to support or by
posting here, what are my options?


On Nov 17, 9:46 am, Sam Dickinson <samdickins...@googlemail.com>

[Conevery Holdings BC Ltd]

Hahahahaha
-----Original Message-----
From: Sam Dickinson <samdic...@googlemail.com>

Date: Mon, 17 Nov 2008 23:57:56
To: Postini Support for Policy Management and Message Recovery for Google Apps<PostiniSuppor...@googlegroups.com>
Subject: [PostiniSupportForGoogleAppsPost] Re: Unable to log in to Message
Security and Discovery console

[Sam Dickinson]

That's not very helpful...

On Nov 18, 8:13 am, "Conevery Holdings BC Ltd" <conev...@gmail.com>
wrote:

[Conevery Holdings BC Ltd]

Postini and google apps premium are a con

You are better off with the free version

Postini is more of a headache than a solution

Alex
-----Original Message-----
From: Sam Dickinson <samdic...@googlemail.com>

Date: Tue, 18 Nov 2008 01:26:44

[FrankM - Power Poster]

Sam, I'll see if I can bump up your request by asking the forum
Adviser. for help. Please ignore Alex.





On Nov 18, 2:57 am, Sam Dickinson <samdickins...@googlemail.com>

> > > > - Show quoted text -- Hide quoted text -

[FrankM - Power Poster]

Alex,
This is a forum to help support each other, not make useless remarks
that do not help. I am sure you have more things to do than waste time
with useless remarks.

FrankM



On Nov 18, 4:30 am, "Conevery Holdings BC Ltd" <conev...@gmail.com>
wrote:

> > > > > - Show quoted text -- Hide quoted text -

[Sam Dickinson]

Frank,

Great news, I've spoken with Kirk Smith at Postini and it's all sorted
now.

This is a salutary lesson for all the Google Apps/Postini system
administrators out there... never change the domain extension of the
"Primary Address" of your administrative users. I changed this to be a
different domain, a domain which is still within our Google Apps
system (as an alias), however, having done that I could not log in.

Kirk was very surprised that I was able to change the administrative
user's primary email address but it's actually quite simple. From
within the users list you simply select the administrative user and
then the "Primary Address" is available for change under the "General
Settings" section for the user. I guess for Google Apps users changing
this should be blocked (but it isn't).

The problem doesn't appear until you log out and try to log back in
again. The Google Apps dashboard passes only the primary domain
extension (plus the user name) to the Postini log in servers. When the
servers don't recognise the user name in combination with the primary
domain they reject the login. However if you try to bypass the
dashboard and log in to the Postini servers directly, using the
username with the "non-primary" domain, something catches the log in
attempt redirects you to the Google servers where they report back
that the domain extension is not a valid Google Apps primary domain.

This should probably be documented somewhere but until it is I hope
people find this post here.

Cheers,
Sam

On Nov 18, 1:01 pm, FrankM - Power Poster <Frank.M...@gmail.com>

[Postini Jennifer]

Thank you Sam and Frank for the input! We will fix in this reference
to the primary address
in an upcoming update to the Administration Guide

Cheers,
Jennifer

On Nov 18, 8:41 am, Sam Dickinson <samdickins...@googlemail.com>