license key not valid

Problem reported by Alan Whelan - 1/6/2015 at 2:56 PM

Not A Problem

Hi,

We are trying to move SM to a new server so and then upgrade it to 13. The server was throwing ASP errors and the service kept crashing so i did a full reinstall. Now the license won't activate and the domain tab shows no domains.

I have reinstalled and then copied over the dat and xml files along with the smartermail folder containing the domains etc. all folders paths are the same as previously used. License manager still says This license CAN be activated.

Any suggestions?

8 Replies

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Employee Replied

1/6/2015 at 3:06 PM

Employee Post

Hi Alan,

What is the exact error you are receiving when you try to activate SmarterMail? Also run the self diagnostic to make sure there are no permission issues.

Employee Replied

1/6/2015 at 3:14 PM

Employee Post

Typically you wouldn't be able to activate a license because the the email address and password don't match the license holder's account credentials or the license has met its activation limits and needs to be reset at account.smartertools.com. Knowing the exact error you see when trying to activate would help pinpoint the issue.

Alan Whelan Replied

1/6/2015 at 3:51 PM

Thanks for the quick replies,

Andrea, I think i may have defaulted back to the old domains file in hindsight...

So i have reinstalled and moved fresh copies of the files and the server is now registered.

Now there is asp.net errors, the mail service keeps crashing with this error:

No connection could be made because the target machine actively refused it 127.0.0.1:17001

Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it 127.0.0.1:17001

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:

[SocketException (0x274d): No connection could be made because the target machine actively refused it 127.0.0.1:17001]
   System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg) +10266458
   System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type) +539
   SmarterTools.SmarterMail.Remoting.IMail.ListFolders(String sessionStr, String emailAddress, Boolean recursive) +0
   SmarterTools.SmarterMail.Remoting.RemoteMail.ListFolders(String sessionStr, String email, Boolean recursive) +109
   SMWeb.HelperClasses.RemoteWrapper.ListFolders_Inner(UserData usr, String email, Boolean recursive) +63
   SMWeb.HelperClasses.FolderCountHelper.DetectChanges(HttpSessionState Session) +605
   SMWeb.HelperClasses.CustomPage.OnPreRender(EventArgs e) +144
   System.Web.UI.Control.PreRenderRecursiveInternal() +108
   System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +3394

I am now looking as .net, i actually have version 4.5 installed, is this compatible with SM 6.9 ?

I cans find actual documentation to check it ?

Alan

Alan Whelan Replied

1/6/2015 at 4:19 PM

Ok so reverting to .NET 3.5 did not help the service is still crashing on me. I tried changing MailServiceAddress valueto "IPC" and tried doing a repaiir on .net 3.5 Event viewer shows error System.i.o.i.oException: Th device is not ready....... followed by another error for asp.net code 3005 with the process e3wp.exe

Employee Replied

1/6/2015 at 4:26 PM

Employee Post

I don't have the technical knowledge needed to troubleshoot this, so unfortunately I won't be much help in coming to a resolution. But if you're not able to get a resolution here please do consider opening a support ticket for this. Doing that would allow a support agent to log into your server and troubleshoot the issue directly. Keep in mind, if a bug in the software is causing this issue, your ticket will be refunded.

Alan Whelan Replied

1/6/2015 at 5:26 PM

Thanks for the reply, but i really need to have it sorted soon, its the middle of the night here (Ireland!) Any one else have any suggestions ? The Mailservice error is as follows: System.IO.IOException: The device is not ready. at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath) at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy) at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share, Int32 bufferSize, FileOptions options, String msgPath, Boolean bFromProxy) at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share, Int32 bufferSize, FileOptions options) at System.IO.StreamWriter..ctor(String path, Boolean append, Encoding encoding, Int32 bufferSize) at System.IO.StreamWriter..ctor(String path, Boolean append) at SmarterTools.SmarterMail.MailStore.Log.#Vn(List`1 , Int32 ) at SmarterTools.SmarterMail.MailStore.Log.Flush() at TcpServerLib.LDAP.LDAPServer.#nVb() at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state) at System.Threading.ThreadHelper.ThreadStart() Then there is a second error: Fault bucket , type 0 Event Name: CLR20r3 Response: Not available Cab Id: 0 Problem signature: P1: mailservice.exe P2: 7.6.4100.17041 P3: 4d8b7113 P4: mscorlib P5: 2.0.0.0 P6: 53a11de1 P7: 34aa P8: 9a P9: System.IO.IOException P10: Attached files: These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_mailservice.exe_108dd1745ba3b343c085676940f7147b62e4a2d6_09d8c80f Analysis symbol: Rechecking for solution: 0 Report Id: c924f4e0-9600-11e4-86e6-0013726863da This occurs about a minute after the mail service starts. SM v7 (Now) and .Net 4, Win 2008 R2 Thanks, Alan

Alan Whelan Replied

1/6/2015 at 7:34 PM

Ok i figured it out, there may have been other issues but the final one which seemed to be causing issues was the spool directory was pointing towards a non existing folder.

At the moment there are no errors and mail is coming and going,

Alan

Employee Replied

1/7/2015 at 8:52 AM

Employee Post

I'm glad you were able to sort it out! Thanks for keeping us updated.

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