Application Event Warning 1309/User Sessions Lost

Question asked by Brian Shrift - 9/15/2014 at 8:56 AM

Unanswered

Users keep getting logged out of SmarterMail with the following message. "Your web browser has lost the session with the server. Press OK to restart the session."

This corresponds to Windows Application Log warnings for Event ID 1309 (see error log below). It seems this is an app pool problem, but I can't pinpoint the cause. We are currently running SmarterMail 12.4.5364 on a fully patched Server 2008 R2 server. Any help on this would be greatly appreciated.

Event code: 3005
Event message: An unhandled exception has occurred.
Event time: 9/8/2014 11:58:23 AM
Event time (UTC): 9/8/2014 3:58:23 PM
Event ID: 5a029f2e35b54d8d8602d80220657d8d
Event sequence: 2
Event occurrence: 1
Event detail code: 0

Application information:
Application domain: /LM/W3SVC/2/ROOT-1-130546654992889628
Trust level: Full
Application Virtual Path: /
Application Path: C:\Program Files (x86)\SmarterTools\SmarterMail\MRS\
Machine name: MOSCATO

Process information:
Process ID: 2480
Process name: w3wp.exe
Account name: IIS APPPOOL\ASP.NET v4.0

Exception information:
Exception type: NullReferenceException
Exception message: Object reference not set to an instance of an object.
at SMWeb.Main.frmMessages.GetMessagesMetaData(String sessionKey)
at SMWeb.Main.frmMessages.get_UserSettings()
at SMWeb.Main.frmMessages.OnInit(EventArgs e)
at System.Web.UI.Control.InitRecursive(Control namingContainer)
at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Request information:
Request URL: https://smartermail.advancedwebmail.net:443/Main/frmMessages.aspx?user=agorzelsky&folder=inbox&mapped=false&leftnav=true
Request path: /Main/frmMessages.aspx
User host address: 207.255.13.114
User:
Is authenticated: False
Authentication Type:
Thread account name: IIS APPPOOL\ASP.NET v4.0

Thread information:
Thread ID: 11
Thread account name: IIS APPPOOL\ASP.NET v4.0
Is impersonating: False
Stack trace: at SMWeb.Main.frmMessages.GetMessagesMetaData(String sessionKey)
at SMWeb.Main.frmMessages.get_UserSettings()
at SMWeb.Main.frmMessages.OnInit(EventArgs e)
at System.Web.UI.Control.InitRecursive(Control namingContainer)
at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Custom event details:

14 Replies

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Tim Uzzanti Replied

9/15/2014 at 9:46 AM

Employee Post

Sounds like your app pool is getting restarted. Maybe you have other sites in this app pool? Maybe your hitting the memory limits of the app pool and its automatically recycling. There are a TON of things that it could be. I would open a support ticket with our Technical Support team so they can evaluate your server.

Thanks,

Tim Uzzanti

Tim Uzzanti CEO SmarterTools Inc. www.smartertools.com

Brian Shrift Replied

9/16/2014 at 10:53 AM

There are no others sites in the app pool and we aren't hitting a memory limit from what I can tell. The server is dedicated only to SmarterMail. If there are no other suggested fixed, I will open a ticket. Thank you.

JerseyConnect Team Replied

10/7/2014 at 10:43 AM

We have also been experiencing this issue. Did you ever find a resolution?

Employee Replied

11/14/2014 at 4:22 PM

Employee Post

Hello Brian,

Thanks for your time today. I wanted to let you know that we are continuing to work on getting the issue resolved with the web sessions expiring periodically. Please let us know if your installation to SmarterMail 13x and the new server has resolved your issues.

Thanks.

Paul Blank Replied

11/21/2014 at 8:34 AM

If the event log warnings correlate directly with the lost sessions, there's much information in those log entries that should help ST a lot in tracking down the problem.

WebControl GmbH Replied

12/10/2014 at 8:00 AM

Hi,

is there any news on this? We are facing this issue the last couple of weeks :(

We already using SmarterMail Enterprise 13.0.5430

Tim Uzzanti Replied

12/10/2014 at 8:19 AM

Employee Post

I know of a ticket that came in where we found an exception occurring with SmarterMail that was showing in the Event Viewer that was causing the issue. I believe that unique scenario was resolved and was included in the latest minor. If your not updated to the latest, please do so. If you still have an issue, I would open an ticket with our Technical Support team so that we can look into your specific issue.

Thanks,

Tim

Tim Uzzanti CEO SmarterTools Inc. www.smartertools.com

Jim Waterbury Replied

3/18/2015 at 9:42 AM

We are also having this same issue with constant ASP.NET 4.0.x warnings with event ID 1309. We are running the latest Smartermail version 13.3.5535 on Windows Server 2008 R2 Standard 64bit. The server is a new ThinkServer and is dedicated to Smartermail.

This issue seems to cause the Smartermail service to stop suddenly requiring a manual restart. We've also had a few random reboots with errors on the Smartermail service causing this. I've never seen this until we upgraded to 13.x.

Any help to get these bugs fixed would be great.

Thanks

Matt Chatterley Replied

10/29/2016 at 11:05 AM

Did any of you ever get an answer on this? It seems to be happening to us on a fresh v15 installation (currently investigating the causes).

Employee Replied

10/31/2016 at 8:09 AM

Employee Post

Matt, we've seen this issue surface for several reasons. The most common being a host application on the server is modifying IIS files forcing an application pool reset.

If you review the error logs under C:\Program Files (x86)\SmarterTools\SmarterMail\MRS\App_Data\Logs you might be able to find a bit more information.

If you can't find any information of value within these logs, I would suggest opening a support ticket with us so we can work with you further to track this down.

Matt Chatterley Replied

10/31/2016 at 12:16 PM

Thanks - very odd indeed as nothing should be modifying anything in there (wonder if it's ClamAV or Windows Defender misbehaving). I've turned off recycle on config changes for the app pool and it seems to be stabilising - will let you know if I figure out what was the root cause!

Astralis Replied

9/21/2017 at 9:38 PM

Any update on this, Matt?

Matt Chatterley Replied

9/21/2017 at 11:08 PM

I never got to the bottom of it - ended up leaving 'recycle on config changes' turned off on the app pool and it runs fine - to be fair, not a huge problem if that's what needs to be done!

I strongly suspect another process on the server was updating the mtime on the config file, causing it to reload - but haven't ever proven this.

Astralis Replied

9/21/2017 at 11:32 PM

Thanks for the quick reply! I'm going to try the same. Before I do that, though, I set the app pool to write to the log when it recycles to see if this is happening at the same time it fails.

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