corruppted/blank emails appearing for both new and current emails that have been replied to

Problem reported by Jon Eastwood - 1/16/2015 at 5:28 AM

Submitted

I have had a call from a client today who has noticed the attached screen shot in their inbox.

They see blank emails for some new messages but also now email that have been replied to have started to show the same.

We backup all email on a daily basis but that means we cant restore form last night as it will only have the same emails in the backup?

14 Replies

Reply to Thread

Steve Reid Replied

1/16/2015 at 6:46 AM

Have you checked to make sure a program on your server is not touching the files? AV needs to have exclusions for the mail folders.

Jon Eastwood Replied

1/16/2015 at 6:53 AM

actually checked the server, I have no AV running on that actual server I guess for that exact reason

Steve Reid Replied

1/16/2015 at 6:55 AM

Well check the logs, because it may have caused you issue, also add smartermail folders to the exclusions

Jon Eastwood Replied

1/16/2015 at 6:56 AM

is there not any sort of inbox repair or grp file repair tools from SM

Jon Eastwood Replied

1/16/2015 at 6:57 AM

as i said checked server and no av running - checked the error log file for that domain and no entries - any other log files that might shed light on it?

Steve Reid Replied

1/16/2015 at 7:03 AM

I do not believe this is the fault of Smartermail, so checking the log file there would probably be fruitless. Also just because the AV is not running right now, does not mean it didn't delete these files the last time it ran. That's why I asked if you had check the log file for you AV.

Steve Reid Replied

1/16/2015 at 7:05 AM

You should check your backups to see if the emails are there or not...

Jon Eastwood Replied

1/16/2015 at 7:11 AM

you miss understand me, I thought I had AV running, But I checked I don't have AV running and looking at the server there is NO AV even installed - and as I said the backups I have are nightly so the client reported to me this morning the problem so I will have the same files backed up - But also its happening to new emails that have been received today so its not just old emails its new ones also

Steve Reid Replied

1/16/2015 at 7:21 AM

You may need to open a ticket and have Smartertools check it out directly.

John Marx Replied

1/16/2015 at 2:00 PM

We had that problem on v7 through v10 of SmarterMail. Since then we have not and are on the latest version 13. If you do have the latest it may benefit to update all patches, run a mal-ware check, uninstall SmarterMail, reboot and then install it. (backups are always prudent). That will help if you would happen to open a trouble ticket as well.

Jon Eastwood Replied

1/16/2015 at 2:36 PM

Just paid $50 to raise a ticket to be told:

The blank items indicate that the users mailbox.cfg file became corrupt for
their inbox. This can be corrected by performing the following steps:

1. Stop the SmarterMail service and ensure mailservice.exe terminates
successfully.
2. Navigate to the users inbox folder, for example
C:\SmarterMail\Domains\domain.com\users\UserID\Mail\Inbox
3. Remove the mailbox.cfg file.
4. Start the SmarterMail service.
5. Sign in as the user, and there should no longer be any blank
messages.

GREAT! if only I had been told this on here as I know SM staff check these...

Jon Eastwood Replied

1/20/2015 at 11:05 AM

SM have refunded my ticket, so thank you SM

andrew knasinski Replied

1/27/2015 at 8:31 AM

that resolved blank email issues for one of my user, but the damaged file also seemed to have blocked new incoming.

Jon Eastwood Replied

1/27/2015 at 8:34 AM

I had to run it a copy of times, as in stop the service, delete, the start, it cleared some then did it again, if that doesn't solve it you will have to raise it with SM as a ticket like I did. If they find it to be a bug they will refund you.

Back to Community Threads

Please leave this box unchecked

14 Replies

Reply to Thread

Tags

Related Knowledge Base Articles