Smartermail version 12 crashes

Problem reported by Linda Collins - 2/19/2014 at 8:37 AM

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I installed the official release of SmarterMail version 12 and it crashed the email service. I am not very happy about an official release not working since this was applied to a live environment. What went wrong?

13 Replies

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Matthew Ullring Replied

2/20/2014 at 8:20 AM

I too upgraded SmarterMail and ran into an error. "There was an issue that caused this page to malfunction"

I upgraded from version 11.4 to 12.

Installation:
1) I downloaded the SmarterMail12_setup.exe.
2) Stopped IIS.
3) Ran the installer until it stated finished.
4) Stopped the SmarterMail Web Configure Interface and disabled it since IIS is managing the website.
5) Restarted the server.

I was left with this error "There was an issue that caused this page to malfunction" and didn't see anywhere how to troubleshoot the error.

I've reverted back to my backup so I'm OK for now but would like help, please.

Thanks in advance.

YS Tech Replied

2/20/2014 at 8:25 AM

I'm having an issue with SM12 crashing also, may just be the webmail interface though:

Oops!

There was an issue that caused this page to malfunction.

Restarted SmarterMail but its still dead.

Seems to be ok when accessing via a mapped domain, e.g. http://webmail.domain.com but the direct IP access is not working e.g. http://123.123.123.123

I don't really want to be rebooting or restarting iis every time it does this, is there an issue?

YS Tech Replied

2/20/2014 at 8:32 AM

Having trouble with this forum system as well, when i try to edit a post it doesn't record it and returns my post back as blank, so i have to go out and back in again to see my original post!!

Anyway my EDIT to the above: I restarted my browser and was then able to access webmail, this may have been due to the SM restart that I did on the server.

Bruce Barnes Replied

2/21/2014 at 3:42 PM

Since you did a major version and have not indicated you did an uninstall of the previous version, this is probably causing the problem.

Major version upgrades REQUIRE that you uninstall the prior version FIRST and then install the new version. All settings are preserved.

To correct this, uninstall SmarterMail 12.X, REBOOT - to clear any locked files, and then install SmarterMail 12.X again.

Remember to stop and disable the SmarterMail web server in services and run SmarterMail under IIS as the built-in SmarterMail web server is designed only to install and configure your SmarterMail installation.

Since this is an upgrade, it's not required at all.

Bruce Barnes ChicagoNetTech Inc brucecnt@comcast.net Phonr: (773) 491-9019 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

Russell Clarke Replied

2/27/2014 at 8:46 PM

I have just performed a v11.7 to v12.0 upgrade (including the uninstalls pointed out by Bruce above). Everything seemed to go well and using the webmail interface on the server via localhost was fine. POP and IMAP clients likewise were fine... BUT trying to connect to the webmail interface on any of the server's public IPs produced that

Oops!

There was an issue that caused this page to malfunction.

message. It was the same on the server or from a client pc away from the server. 127.0.0.1 fine, 123.123.123.123 error. The SM logs showed no connection info for the 123.123.123.123 type attempts. The Windows event log had

Event code: 3006
Event message: A parser error has occurred.

Exception information:
    Exception type: HttpParseException
    Exception message: Unknown server tag 'UC:CommonScripts'.
   at System.Web.UI.TemplateParser.ParseString(String text, .....

Reverting to 11.7 works just fine as before.

So why wont it work on 123.123.123.123 when it's fine on 127.0.0.1??

Russell

Doug Smith Replied

2/28/2014 at 9:15 AM

I also am having a problem with Smartermail 12X...seems like 2 or 3 times a day I have to restart the Smartermail service. The server is not under any heavy load. I even reinstalled Smartermail 12X, thinking maybe the original install didn't go as smoothly as it appeared to go but that did not solve the issue. I still have to restart the service 2 or 3 times a day since loading 12X. What gives? Any help would be appreciated.

Doug

Brian Davidson Replied

3/11/2014 at 7:47 AM

Same here

Bruce Earnest Replied

3/18/2014 at 7:05 PM

I had this problem with 11.7 and 12.0 on multiple types of server hardware running Windows Server 2012 R2, opened a ticket with Smartertools support. Was having to restart the service every 18 hours because mailservice.exe would consume all available memory and never release it until it stopped responding and I restart the service. I replaced the memory, no change. I tripled the memory from 8GB to 24GB thinking that maybe the software needed more memory in Windows Server 2012 R2. All that did was extend the time until it stopped responding by 48 hours. Smartertools support kept having me gather information and send it to them, then they would send me a minor update... no change. 12.0 was released so while waiting for their response, I installed it, no change. It "crashed" 3 more times over the next 2 weeks, then miraculously it stopped crashing. It has been up now for 17 days, 19 hours, 26 minutes and is varying between 2% and 10% memory usage. I'm keeping my fingers crossed that it doesn't return. There were no changes made to the program or my server between the time it was crashing and it stopped crashing. Unfortunately, as hard as they tried, SmarterTools support has no answer, I have no answer as to what the problem was, nor what resolved it. All I can say is good luck! So why post this? Well, maybe adding more memory can give you some relief as to how often you have to restart the service until a solution is found or as in my case, it just decides to stop being a pain in the ass.

Jorge David Ljubich Replied

7/31/2014 at 8:52 AM

We're also having same issue when deleting a SmarterMail email account from WebsitePanel. Following the message we receive when trying to login to SmarterMail website after deleting an email account from WebsitePanel.

Oops!

There was an issue that caused this page to malfunction.

Administrators

This error has been logged and can be found in the View Logs page as well as in the file system. If you have questions, please refer to the Online Help or SmarterTools Knowledge Base.

Following what we found in Windows Event Viewer:

Log Name:      Application
Source:        ASP.NET 4.0.30319.0
Date:          31/07/2014 12:37:33
Event ID:      1309
Task Category: Web Event
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      xxxxx.yyyyy.zzz
Description:
Event code: 3005
Event message: An unhandled exception has occurred.
Event time: 31/07/2014 12:37:33 p.m.
Event time (UTC): 31/07/2014 03:37:33 p.m.
Event ID: 900dc1b86c124d4b8ca83be6de0c79b8
Event sequence: 23
Event occurrence: 14
Event detail code: 0

Application information:
    Application domain: /LM/W3SVC/6/ROOT-1-130512751817890625
    Trust level: Full
    Application Virtual Path: /
    Application Path: C:\Program Files (x86)\SmarterTools\SmarterMail\MRS\
    Machine name: XXXXX

Process information:
    Process ID: 628
    Process name: w3wp.exe
    Account name: NT AUTHORITY\NETWORK SERVICE

Exception information:
    Exception type: Exception
    Exception message: Failed to list folders in mailbox. Mailbox not found.

Server stack trace:
   at MailService.Remoting.Mail.#OX(String , String )
   at System.Runtime.Remoting.Messaging.StackBuilderSink._PrivateProcessMessage(IntPtr md, Object[] args, Object server, Object[]& outArgs)
   at System.Runtime.Remoting.Messaging.StackBuilderSink.SyncProcessMessage(IMessage msg)

Exception rethrown at [0]:
   at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
   at SmarterMail.RemoteInterface.IMail.ListFolders(String sessionStr, String emailAddress, Boolean recursive)
   at SMWeb.HelperClasses.RemoteWrapper.SessionCallWithConnection[T](UserData usr, Func`2 f)
   at SMWeb.HelperClasses.RemoteWrapper.ListFolders_Inner(UserData usr, String email, Boolean recursive)
   at SMWeb.HelperClasses.Misc.FolderCountHelper.DetectChanges(HttpSessionState session, StringBuilder sb)
   at SMWeb.HelperClasses.CustomPage.OnPreRender(EventArgs e)
   at System.Web.UI.Control.PreRenderRecursiveInternal()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Request information:
    Request URL: http://mail.yyyyy.zzz/Default.aspx
    Request path: /Default.aspx
    User host address: www.xxx.yyy.zzz
    User:
    Is authenticated: False
    Authentication Type:
    Thread account name: NT AUTHORITY\NETWORK SERVICE

Thread information:
    Thread ID: 19
    Thread account name: NT AUTHORITY\NETWORK SERVICE
    Is impersonating: False
    Stack trace:    at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
   at SmarterMail.RemoteInterface.IMail.ListFolders(String sessionStr, String emailAddress, Boolean recursive)
   at SMWeb.HelperClasses.RemoteWrapper.SessionCallWithConnection[T](UserData usr, Func`2 f)
   at SMWeb.HelperClasses.RemoteWrapper.ListFolders_Inner(UserData usr, String email, Boolean recursive)
   at SMWeb.HelperClasses.Misc.FolderCountHelper.DetectChanges(HttpSessionState session, StringBuilder sb)
   at SMWeb.HelperClasses.CustomPage.OnPreRender(EventArgs e)
   at System.Web.UI.Control.PreRenderRecursiveInternal()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Custom event details:

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
    <Provider Name="ASP.NET 4.0.30319.0" />
    <EventID Qualifiers="32768">1309</EventID>
    <Level>3</Level>
    <Task>3</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2014-07-31T15:37:33.000000000Z" />
    <EventRecordID>27766</EventRecordID>
    <Channel>Application</Channel>
    <Computer>xxxxx.yyyyy.zzz</Computer>
    <Security />
</System>
<EventData>
    <Data>3005</Data>
    <Data>An unhandled exception has occurred.</Data>
    <Data>31/07/2014 12:37:33 p.m.</Data>
    <Data>31/07/2014 03:37:33 p.m.</Data>
    <Data>900dc1b86c124d4b8ca83be6de0c79b8</Data>
    <Data>23</Data>
    <Data>14</Data>
    <Data>0</Data>
    <Data>/LM/W3SVC/6/ROOT-1-130512751817890625</Data>
    <Data>Full</Data>
    <Data>/</Data>
    <Data>C:\Program Files (x86)\SmarterTools\SmarterMail\MRS\</Data>
    <Data>XXXXX</Data>
    <Data>
    </Data>
    <Data>628</Data>
    <Data>w3wp.exe</Data>
    <Data>NT AUTHORITY\NETWORK SERVICE</Data>
    <Data>Exception</Data>
    <Data>Failed to list folders in mailbox. Mailbox not found.

</Data>
    <Data>http://mail.yyyyy.zzz/Default.aspx</Data>
    <Data>/Default.aspx</Data>
    <Data>www.xxx.yyy.zzz</Data>
    <Data>
    </Data>
    <Data>False</Data>
    <Data>
    </Data>
    <Data>NT AUTHORITY\NETWORK SERVICE</Data>
    <Data>19</Data>
    <Data>NT AUTHORITY\NETWORK SERVICE</Data>
    <Data>False</Data>
    <Data>   at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
   at SmarterMail.RemoteInterface.IMail.ListFolders(String sessionStr, String emailAddress, Boolean recursive)
   at SMWeb.HelperClasses.RemoteWrapper.SessionCallWithConnection[T](UserData usr, Func`2 f)
   at SMWeb.HelperClasses.RemoteWrapper.ListFolders_Inner(UserData usr, String email, Boolean recursive)
   at SMWeb.HelperClasses.Misc.FolderCountHelper.DetectChanges(HttpSessionState session, StringBuilder sb)
   at SMWeb.HelperClasses.CustomPage.OnPreRender(EventArgs e)
   at System.Web.UI.Control.PreRenderRecursiveInternal()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
</Data>
</EventData>
</Event>

Employee Replied

8/1/2014 at 12:44 PM

Employee Post

Hi Jorge,

When you deleted the account though WHMCS was it the primary domain admin account? Do your other domains work?

Jorge David Ljubich Replied

8/1/2014 at 2:11 PM

I don't use WHMCS but WebsitePanel to control SmarterMail mailboxes. WebsitePanel connects to SmarterMail through web services. The issue occurs despite the mailbox I delete, not necessarly the primary admin account mailbox. It might be a regular user one. WebsitePanel use SmarterMail ADMIN credentials to connect to SmaraterMail through web services. I'm not sure if I'm providing you with the required data. We used WebsitePanel during several years in the same way to control SmarterMail and other SmarterTools products without troubles. We are having this issue since some two or three SmarterMail 12.x releases.

Russell Clarke Replied

9/23/2014 at 5:01 AM

Hi all,

In case anyone is suffering from the '

Oops!

There was an issue that caused this page to malfunction.'

problem with v12 webmail, the issue seems to be cookie related! If you get this error in your browser and can't seem to get rid of it then remove all smartermail cookies and try again - has worked everytime here! Don't know why v11 didn't have the problem but glad to have cracked it with v12 which has good performance increases.

Cheers!

Russell

Nico Smit Replied

9/28/2015 at 12:44 PM

I had te same issue when upgrading from v13 to v14. cookie-related

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