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Starterstats remote service
Problem reported by David Waller - April 1, 2015 at 3:13 PM
Submitted
Very recently the Smarterstats remote service has stopped reporting data. Is there any information available on how this service works? Does it use SSL or TLS for instance?. I have port 50003 open on firewall but I'm unable to connection via this port even on the local machine.

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Rod Lasky Replied
April 3, 2015 at 2:32 PM
Employee Post
Hi David.  You've verified that the Remote Service has not been stopped?
Rod Lasky
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Von-Austin See Replied
April 7, 2015 at 12:53 PM
Employee Post
To add onto Rod's reply, the SmarterStats service uses a standard TCP port that should listen on port 50003. You should be able to telnet to this port from the SmarterStats primary server to the remote server IP.
 
You'll want to run the following command in a CMD prompt on the remote server:
 
netstat -anbp | tcp
 
You should see the IP address of your remote server listening on port 50003 with the process owner being sssvc.exe, if not, please ensure the service is running. If the service is running, the process may be failing to bind to the IP address.
 
If this is the case, we would recommend opening a support ticket with us so we can further troubleshoot the issue with you.
 
I hope this helps.
Von See
Technical Support Specialist / Internal IT
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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David Waller Replied
April 7, 2015 at 1:46 PM
Hi,
 
Thanks for your input. If I try and stop the Smaterstats Service on the remote host using the Services GUI the task fails and reports it is unable to stop the service. Running Task Manager shows Smaterstats Service consuming 3GB memory. I can kill the service from Task Manager and upon restarting it the Memory Usage in SmarterStart Enterprise shows the service status as running. However, this is short lived. After a while the status show not available and I start receiving email notifications that the server is not contactable.
 
David
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Von-Austin See Replied
April 7, 2015 at 2:07 PM
Employee Post
David,
 
It sounds like there could be something causing SmarterStats to consume a high amount of memory and this in turn locks up the process. 
 
At this point I would advise starting a support ticket with us so one of our agents may assist you further in troubleshooting the issue.
Von See
Technical Support Specialist / Internal IT
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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