Since upgrade to SM 14 ClamAV has stopped working

Problem reported by Sean Middlemore - 7/7/2015 at 6:42 AM

Submitted

Hi everyone,

Since our upgrade to SM 14, ClamAV has stopped working even after a repair install. We upgraded following Bruce's instructions of uninstall SM, reboot, install SM, reboot and reactivate.

Looking at delivery logs I can see this:

Unable to run Clam virus checks: System.Net.Sockets.SocketException (0x80004005): No connection could be made because the target machine actively refused it 127.0.0.1:3310 at System.Net.Sockets.Socket.DoConnect(EndPoint endPointSnapshot, SocketAddress socketAddress) at System.Net.Sockets.Socket.Connect(EndPoint remoteEP) at MailStore.Spam.ClamDClient.CheckScan()

Any ideas what I can do?

17 Replies

Reply to Thread

Matt Petty Replied

7/7/2015 at 8:16 AM

Employee Post

Make sure to install 64-bit C++ 2010 the installer should have done this for you. Some users have reported also needing to install the 32-bit C++ 2010 as well. We are looking into resolving these issues.

Here are some links to the packages.
32-bit
https://www.microsoft.com/en-us/download/details.aspx?id=5555

64-bit

https://www.microsoft.com/en-us/download/details.aspx?id=14632

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Sean Middlemore Replied

7/7/2015 at 9:00 AM

Hi Matt,

I've given those a go and repaired the 32 bit version and the 64 bit version was already installed as SP1 and also repaired.

Kind Regards,

Sean

Matt Petty Replied

7/7/2015 at 9:11 AM

Employee Post

When you check your task manager you do not see clamd.exe?

You could try running it manually.

CMD Prompt

cd "C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam"
bin64\\clamd.exe -c etc\\clamd.conf

Copy and paste those two commands. If your SmarterMail is installed somewhere else be sure to change the path accordingly. Running it like this will let you see if it is successfully able to start.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Sean Middlemore Replied

7/8/2015 at 1:04 AM

Hi Matt,

No clamd.exe isn't running when I check Task Manager. I've tried your commands using an elevated Command Prompt and get the error back "The system cannot find the path specified."

Sean

Sean Middlemore Replied

7/8/2015 at 1:06 AM

Looking into it there doesn't seem to be a bin64 folder only a regular bin folder.

Matt Petty Replied

7/8/2015 at 8:24 AM

Employee Post

your Clam folder if your on 14 should contain the following items.
-bin

-bin64

-ClamSup

-etc

-Log

-tmp

If it does not I would attempt a reinstall, if you don't want to uninstall or restart your currently running SmarterMail you could install somewhere else and pull the Clam folder from it's service directory and transplant them into your current SmarterMail. If this is still causing you issues I would create a ticket.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Sean Middlemore Replied

7/8/2015 at 8:53 AM

Hi Matt,

Very interesting here. I've reinstalled and the folders bin64, ClamSup aren't there. I've also installed it locally on my machine fresh, never been on here before and its also missing those folders. Its almost like the installer isn't placing the folders .

Sean

Matt Petty Replied

7/8/2015 at 9:41 AM

Employee Post

You are doing SmarterMail 14 latest correct? And do you see the other folders I mentioned? Are you sure the Clam folder is the correct one, mine is C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam for example.
Sorry, just trying to make sure everything is being looked at correctly because this behavior is very weird.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Sean Middlemore Replied

7/8/2015 at 10:30 AM

Yes the latest SM 14. The only folders I see in the Clam folder are:

bin
etc
Log
Share
tmp

and the path to Clam is C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam

Steve Reid Replied

7/9/2015 at 6:12 AM

Uninstall, delete the clam folder, reboot, reinstall

Sean Middlemore Replied

7/9/2015 at 6:19 AM

Hi Steve, I've already tried that as part of my attempt to resolve it. :(

Matt Petty Replied

7/10/2015 at 9:55 AM

Employee Post

I just worked on a ticket with this same issue, we found a bug with the MSI installer. The MSI installer does not install those folders I was mentioning. We will have a fix for this by the next minor.

Unless you need to use the MSI we suggest you use the EXE for installing SmarterMail. Remember to uninstall the MSI before trying to install using the EXE.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

CCC Replied

8/3/2015 at 7:09 AM

I do not see clamd in the task manager, and when I run this command:

C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam>bin64\\clamd.exe -c
etc\\clamd.conf

The response is :

WARNING: Ignoring deprecated option MailFollowURLs at line 25

Then it returns me to a command prompt

C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam>

Larry French Replied

2/27/2016 at 7:56 AM

Is this valid on Windows Server 2012 R2? I am getting "The program can't start because MSVCR100.dll is missing from your computer. Try reinstalling the program to fix this problem" when trying to run your command to manually start ClamAV since it is not running on my server. Running SM 14.5.5871

Matt Petty Replied

2/29/2016 at 8:08 AM

Employee Post

Did you download the C++ 2010 packages? That is the error that is received when you don't have the C++ 2010 package.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

James Wilding Replied

10/13/2017 at 12:47 AM

C++ 64 did for me

Jay Altemoos Replied

4/23/2018 at 2:20 PM

Just to chime in here about this issue, this still happens on SM Enterprise version 15.7.6669. I figured out why, there's 2 things happening here:

1. Fresh installation on a new machine (Windows 2008 R2) you have to install the appropriate .NET 2010 listed above. For me I installed the 64bit version. Otherwise you will see the following error in the eventviewer under Windows: "The program can’t start because MSVCR100.dll is missing from your computer."

2. The config files are located under C:\<smarter installation directory>\Service\Clam\etc need to be copied out of there and pasted under, C:\<smarter installation directory>\Service\Clam\bin or bin64 (depends on what version you want to use) Otherwise if you attempt to run clamd.exe manually through the command line it will complain about the missing clamd.conf. Freshclam will give you a similar error, but for the freshclam.conf

3. Open up a command window in the directory for the version of ClamAV you want to use C:\<smarter installation directory>\Service\Clam\bin or bin64 and run clamd.exe. You should see a bunch of config text fly-bye. Go ahead and close the command window and now SmarterMail will auto launch clamd.exe in the task manager.

I found that if you don't run clamd.exe SmarterMail for some reason doesn't start clamd.exe even after the config files are there. It's super odd. So just in case anyone else runs into this, it's pretty easy to fix.

Back to Community Threads

Please leave this box unchecked

17 Replies

Reply to Thread

Tags

Related Knowledge Base Articles