V14 upgrade broke ClamAV I need it fixed.

Problem reported by Michael Luer - 6/11/2015 at 11:04 PM

Submitted

All these ideas about uninstalling and reinstalling etc. seem risky. I just want it working like it should out of the box. Apparently I have no support tickets left after never using one.

I would like to get someone from smarter tools to fix the AV delivered with the product?

And after reading some of these posts about how the current AV doesn't catch all or most of the viruses it is true. I get .exe's and a few others in email periodically throughout the month.

Thanks

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Steve Reid Replied

6/12/2015 at 5:11 AM

V14 Includes a ClamAV addon called ClamSup, it has many more signatures so it should catch most viruses.

There is no risk to uninstalling Smartermail. Your config files are not touched.

Bruce Barnes Replied

6/12/2015 at 6:50 AM

Michael:

I understand your frustration regarding ClamAV and SmarterMail 14.X, and have a few questions which can help diagnose, and potentially, correct the situation for you, but first, some background:

SmarterMail 14.X requires two things to run that were not require in prior versions:

.NET 4.5, which, if your SmarterMail 14.X installation is running, and you can access it via the web interface, was properly installed.
Windows Server 2012 needs to have Microsoft's C++ Redistributable Package 2010 x64 package installed for proper operation of the ClamAV 64 bit version - which is installed with SmarterMail 14.X

In addition to the above two requirements, both of which should have been installed for you, automatically, when you upgraded to SmarterMail 14.X, there have been a couple of occasions where the ClamAV upgrade to the 64 bit version was not handled properly by the upgrade installation.

Fortunately any of these three situations is easily corrected - a bit inconvenient, but easily resolved . . .

So, please try the following:

Download the most recent version of SmarterMail 14.0.5637.27988 from:

http://smartertools.com/Download.aspx?Product=SmarterMail&File=Installer&Version=14&Location=Primary
UNINSTALL your current SmarterMail product.
- All of your current settings will be preserved.
- If you did not install to the DEFAULT installation location, which is: C:\Program Files(x86)\SmarterTools\SmarterMail\, please make a note of the path to your current installation location so you can reinstall to that location.
REBOOT your server - to unlock any locked files - VERY IMPORTANT!
After you have completed your UNINSTALL, of the current SmarterMail installation, and rebooted your server, please DELETE the entire directory located at:

C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam\bin64
Install the latest build of SmarterMail - remembering to change the install location if your original installation did not use the default path.
During the initial startup of the newly installed SmarterMail program, it will run a special configuration program to download all of the 64 bit virus definitions from ClamAV.
Depending on how fast your network connection is, and how busy the ClamAV servers are, this could take a few minutes
- During this period, your SmarterMail server and/or program may appear to be slow and/or non-responsive
- This is normal, and your server's response will return to normal after a few minutes
After a few minutes, log into SmarterMail, as the PRIMARY SmarterMail ADMIN, and go to
- SECURITY
- ANTIVIRUS
- OPTIONS
- and make certain ENABLE CLAMAV is checked:
  
  Make Certain "Enable ClamAV is Checked"
- You can also, optionally, set a quarantine period for viruses.
Now, if you click on the ClamAV tab, you will see the STATUS of your ClamAV configuration:
- ClamAV Configuration Screen
The VIRUS DEFINATIONS line, at the bottom of the screen, should show either a date, or "updating."

The steps outlined above should take care of any issues with your SmarterMail installation. If they do not, then you will need to either open a ticket with SmarterTools, or ask one of the techs in these forums for further assistance.

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

Joe Burkhead Replied

6/12/2015 at 8:19 AM

Bruce (and other interested parties) -

It seems that it's not just Server 2012 that requires the 64 bit version of the C++ Redistributable Package 2010 to be installed. I run Server 2008 R2. During my upgrade I was NOT prompted to install the 64 bit package, nor was it automatically done for me. After finding that my ClamAV was not successfully downloading updates...in fact didn't seem to be working at all...I did some research and downloaded and installed the 64 bit package. After restarting the SM service, all is well.

So, even if you are not running Server 2012...if you are having issues, install the 64 bit package and that may correct your problems.

Joe

Bruce Barnes Replied

6/12/2015 at 9:26 AM

Thank for bringing the information about the Server 2008 R2 C++ Redistributable Package 2010 to everyone's attention, Joe. It's always good to have extra sets of eyes to help catch, and resolve, these issues.

Michael Luer Replied

6/12/2015 at 1:40 PM

Well it would be great to have X64 version of the software. I will go ahead and give this a shot. I have all the necessary redistributables listed in this post and 4.5.net loaded and available. when I upgraded I didn't uninstall v13. I see 2 installations of smartermail a v13 that errors out when I try to uninstall it and a v14_msi version. let me see whats up.

Bruce Barnes Replied

6/12/2015 at 1:47 PM

@Michael Leur:

When you do a major version upgrade you MUST uninstall the old version, and REBOOT.

Given that this major upgrade also upgrades the ClamAV, you should use the FULL INSTALLER and not the MSI file as the MSI file does not properly install the required add=ons or setup 64 bit ClamAV properly.

Michael Luer Replied

6/12/2015 at 1:56 PM

what do I do about the ghost smartermail install in the list of installed programs. I go to uninstall it and it fails.

Michael Luer Replied

6/12/2015 at 2:09 PM

I followed your steps.. the listed installed programs now just says Smartermail. I now have a bin and a bin64 folder under ClamAV Not sure its working yet. It hasn't downloaded definitions yet

Michael Luer Replied

6/12/2015 at 2:12 PM

Questions on ClamSup the clamsup.cfg points to the programs in the bin not the bin64 files. It almost looks like it installed 32 and 64 bit programs ?

Michael Luer Replied

6/12/2015 at 2:40 PM

Version Checks
Info SmarterMail Version - 14.0.5637
Info Hosting Process: w3wp
Info Pipeline Mode: Integrated
Passed Microsoft.Net Framework Version: 4.0.30319.34209

This is the diagnostic check from the UI. it's specifically referencing framework 4.0 is this ok ?

Bruce Barnes Replied

6/12/2015 at 4:35 PM

Download the latest installer, run it, reboot, and run it again, to uninstall, and reboot, again.

Then you'll have a clean machine to use for the install.

Michael Luer Replied

6/13/2015 at 12:32 AM

It's running now. thanks for all of the help and guidance!

Mike

CCWH Replied

6/13/2015 at 4:15 PM

I can confirm this issue is present on 2008 R2....however, following this to the letter and Clam is not updating. Worked fine on the two 2012 R2 I have already done. The main difference I noticed was the 2008 R2 had a binx64 rather than a bin64 folder

Scarab Replied

6/15/2015 at 10:06 AM

I am still experiencing the same problem after following all of the above steps to the letter on 2008R2 64-bit as well. I am not getting anything created in the \Smartermail\Service\Clam\ folder other than \bin no matter what I try (although I just noticed Bruce's comment about using the .EXE and not the .MSI, which is the only thing I haven't tried. I will try that next).

CCWH Replied

6/15/2015 at 11:27 AM

I re-completed the whole process using the .exe and then gave it a while to do it's update...it worked. So...I would say use the .exe as Bruce recommended and also give the updater a while to pull down the updates.

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