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smartermail crashes
Question asked by Ashish Shah - June 22, 2015 at 7:09 AM
Unanswered
In one of our customer servers, the smartermail has started to crash every second. The event logs show the following
 
Faulting module path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\PlatformDependent\x64\asapsdk.dll
 
 
When we rename the dll, the smartermail service does not crash, but the email delivery stops. I copied the dll from another server and that resolved the issue temporarily. After 48 hours the issue re-appeared. The error is the same. Can anybody  help?

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0
Bruce Barnes Replied
June 22, 2015 at 7:11 AM
A couple of questions:
 
What version of SmarterMail?
 
Did you recently upgrade?
 
Is your license activated with SmarterMail?
 
What is your server configuration?
Bruce Barnes
ChicagoNetTech Inc

Phone: (224) 444-0169

E-Mail and DNS Security Specialist
Network Security Specialist

Customer Service Portal: https://portal.chicagonettech.com
Website: https://www.ChicagoNetTech.com
Security Blog: http://networkbastion.blogspot.com/

Web and E-Mail Hosting, E-Mail Security and Consulting
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Ashish Shah Replied
June 22, 2015 at 7:28 AM
It is a VPS. The Smartermail version was 12 when the problem first occurred. We then upgraded the version to 13 and subsequently to 14. The issue did not resolve.
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Ashish Shah Replied
June 22, 2015 at 7:28 AM
We have an active license for Smartermail as well as Commtouch Antivirus and Antispam.
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Steve Reid Replied
June 22, 2015 at 7:36 AM
I would uninstall reboot and then reinstall.
 
Also you should ensure there are no virus programs looking at the smartermail folder.
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Ashish Shah Replied
June 22, 2015 at 7:40 AM
Another event log states the following
 
Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
Stack:
   at ASAPCOMLib.IASAPMain.ClassifyMessage(ASAPCOMLib.ASAPMessage, Int32)
   at ASAPCOMLib.IASAPMain.ClassifyMessage(ASAPCOMLib.ASAPMessage, Int32)
   at MailStore.Spam.Commtouch.CommtouchClientInterface.ProcessMessage(System.String, System.String[], System.String[], SmarterMail.Config.Spam.CommtouchSettings)
   at RelayServer.MessageQueue.SpamCheckQueueWorkSession.#IIb()
   at RelayServer.MessageQueue.SpamCheckQueueWorkSession.DoChecks()
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   at System.Threading.ThreadHelper.ThreadStart()
 
Could this be of any help to troubleshoot?
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Tim Uzzanti Replied
June 22, 2015 at 9:19 AM
Employee Post
I would definitely contact our Customer Support team so that we can help you.  It sounds like there might be a problem with the server... more than SmarterMail but we can help you diagnose that.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Ashish Shah Replied
June 22, 2015 at 9:24 AM
I have already created a support ticket. Ticket: 16B-1D1AE53C-0A2F 

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