smartermail crashes
Question asked by Ashish Shah - 6/22/2015 at 7:09 AM
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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Bruce Barnes Replied
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 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
Ashish Shah Replied
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.
Ashish Shah Replied
We have an active license for Smartermail as well as Commtouch Antivirus and Antispam.
Steve Reid Replied
I would uninstall reboot and then reinstall.
Also you should ensure there are no virus programs looking at the smartermail folder.
Ashish Shah Replied
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
   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?
Tim Uzzanti Replied
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
Ashish Shah Replied
I have already created a support ticket. Ticket: 16B-1D1AE53C-0A2F 
Sangum Chhhetri Replied
We've raised the ticket no. 0DC-2A066367-0B04 for bringing the Smartermail UP. It's urgent because the whole bank's business is impacted. Kindly help us.

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