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Fresh install not working - Smartermail 14, Windows Server2012 R2, IIS8.5
Problem reported by Rafael Grecco - 12/18/2015 at 6:29 AM
Submitted
Hi,
 
I am installing Smartermail 14 on a fresh windows server 2012 R2. It works on the "Smartermail Webserver", but when I make it run on IIS 8 it gives me a application runtime error.
 
It is not configuration. I have made more than 10 or 15 Smartermail installs since version 5 and windows server 2003, and just to be sure I was not messing something up, I have done it 3 times from scratch.
 
I tried installing version 12 (which run fine on IIS 8) and then upgrade to 14, but as soon as I make it run on IIS it gives me the same runtime error. I also have another server running another Smartermail 14, but that server runs on windows server 2008, whichI didn't have any problems.
 
Looking at the logs, this is what I get (it is in portuguese but I don't think that makes a difference for troubleshooting):
 
Nome do aplicativo com falha: clamd.exe, versão: 0.98.6.0, carimbo de data/hora: 0x54948664
Nome do módulo com falha: MSVCR100.dll, versão: 6.3.9600.18146, carimbo de data/hora: 0x5650b9bb
Código de exceção: 0xc0000135
Deslocamento da falha: 0x00000000000ec540
ID do processo com falha: 0xa44
Hora de início do aplicativo com falha: 0x01d139946da63b64
Caminho do aplicativo com falha: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam\bin64\clamd.exe
Caminho do módulo com falha: MSVCR100.dll
ID do Relatório: ab5528d1-a587-11e5-80c4-00155d184404
Nome completo do pacote com falha: 
ID do aplicativo relativo ao pacote com falha:
 
I have also installed some versions of Microsoft Visual C++ Redistributable Package (2008, 2010, 2015, x86, x64) but nothing seems to make a difference.
 
Can anyone help me?
 
Thanks.
Rafael

10 Replies

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0
Bruce Barnes Replied
12/18/2015 at 9:44 AM
Did you install .NET 4.5, and all of the patches?
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
0
Rafael Grecco Replied
12/18/2015 at 9:52 AM
No, I have installed only .NET 4.
 
As I understand, only .NET 4 is required, one example is SmarterMail 12 runs fine without .NET 3.5
 
Does the new version require it?
 
EDIT: Well, I installed .NET 3.5 (and 2.0) and updated it, but the same error persists. Any idea of what else could be the problem?
 
Nome do aplicativo com falha: clamd.exe, versão: 0.98.6.0, carimbo de data/hora: 0x54948664
Nome do módulo com falha: MSVCR100.dll, versão: 6.3.9600.18146, carimbo de data/hora: 0x5650b9bb
Código de exceção: 0xc0000135
Deslocamento da falha: 0x00000000000ec540
ID do processo com falha: 0x8e4
Hora de início do aplicativo com falha: 0x01d139ba3aee2258
Caminho do aplicativo com falha: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam\bin64\clamd.exe
Caminho do módulo com falha: MSVCR100.dll
ID do Relatório: 789c9194-a5ad-11e5-80c5-00155d184404
Nome completo do pacote com falha: 
ID do aplicativo relativo ao pacote com falha: 
1
Bruce Barnes Replied
12/18/2015 at 11:35 AM
Beginning with SmarterMail 14.X, you must install .NET 4.5 and all patches, both elective, and automatic:
 

Important Notes

There are several important release notes to be aware of before upgrading to this version.

  • IMPORTANT: SmarterMail 14 now requires Microsoft .NET 4.5. This prevents SmarterMail from running on Windows Server 2003. (14.0.5637)
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
0
Rafael Grecco Replied
12/18/2015 at 11:43 AM
Bruce, when I first read your reply, I mistakenly read ".NET 3.5".

I thought you were asking if I had installed .NET 3.5, and I answered I had only installed .NET 4 (which is the same as .NET 4.5)
0
Rafael Grecco Replied
12/18/2015 at 11:46 AM
Yes, I have .NET 4 (and 4.5) installed.
 
I also tried installing .NET 3.5, .NET 2, Microsoft Visual C++ Redistributable Packages, etc.
 
SmarterMail 12 works on IIS, SmarterMail 14 does not work on IIS (but both work on SM Webserver).
 
The error I get is:
 
Nome do aplicativo com falha: clamd.exe, versão: 0.98.6.0, carimbo de data/hora: 0x54948664
Nome do módulo com falha: MSVCR100.dll, versão: 6.3.9600.18146, carimbo de data/hora: 0x5650b9bb
Código de exceção: 0xc0000135
Deslocamento da falha: 0x00000000000ec540
ID do processo com falha: 0x8e4
Hora de início do aplicativo com falha: 0x01d139ba3aee2258
Caminho do aplicativo com falha: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam\bin64\clamd.exe
Caminho do módulo com falha: MSVCR100.dll
ID do Relatório: 789c9194-a5ad-11e5-80c5-00155d184404
Nome completo do pacote com falha: 
ID do aplicativo relativo ao pacote com falha: 
 
I have nothing else on this server, it was built exclusively for Smartermail 14. All patches and updates are up to date.
0
Bruce Barnes Replied
12/18/2015 at 12:09 PM
OK. .NET 4.5 is installed, so that's eliminated.
 
Here are some things you can check to continue troubleshooting:
 
  • Was this a CLEAN INSTALL, with the date moved from another server, or did you do a major version upgrade?
     
    • If you did a MAJOR VERSION UPGRADE, did you:
      • UNINSTALL the prior version,
      • REBOOT, to unlock any locked files and
      • then install the latest version?
         
    • If you did a MAJOR VERSION UPGRADE and did not do an uninstall of the prior version first, then you will need to:
      • UNINSTALL the current version
      • REBOOT the server - to unlock any locked files
      • RE-INSTALL the latest version of SmarterMail -- making certain to use the same PATH used in the original installation.

         
  • Is the SmarterMail IIS APPLICATION POOL running as an INTEGRATED PIPELINE as a NETWORK APPLICATION?
     
    SmarterMail IIS APPLICATION POOL Configuration
    SmarterMail IIS APPLICATION POOL Configuration

 
  • Is SmarterMail assigned to its own IP ADDRESS in IIS?  If this is a PRIVATE IP address, has it been properly mapped, via your router, to a public IP address?
     
  • Did you DISABLE the built-in SmarterMail webserver service?  If not, go to MICROSOFT SERVICES, STOP and DISABLE the service so it doesn't auto-start?
     
    SmarterMail WEB SERVICES Service in Microsoft Services Control Panel
    SmarterMail WEB SERVICES Service
    in Microsoft Services Control Panel

     
  • Did you install  BOTH of the Microsoft C++ redistributables: 32 and 64 bit?  They should have been auto-installed by the SmarterMail installer, but may not have been. 

    You can check to see if they are installed by going to CONTROL PANEL, PROGRAMS and FEATURES and making certain that Microsoft C++ redistributables for (x64) and (X86) are installed.
     
    Microsoft Visual C++ 2012 Redistributable for both (C64) and (X86)
    Microsoft Visual C++ 2012 Redistributable for both (C64) and (X86)


If, after checking all of the above items, you are still having issues, then you should consider opening a ticket with SmarterTools, asking them to troubleshoot the installation.

 
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
2
I noticed in the error message it has CLAMD.exe
 
take a look at these as they sound familiar
www.HawaiianHope.org - Providing technology services to non profit organizations, low income families, homeless shelters, clean and sober houses and prisoner reentry programs. Since 2015, We have refurbished over 11,000 Computers !
0
Bruce Barnes Replied
12/18/2015 at 12:34 PM
Good catch, Curtis!
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
0
Rafael Grecco Replied
12/18/2015 at 12:52 PM
I'll be on vacation next week.
 
2 weeks from now I will test it and update this topic.
 
Thanks!
1
Rafael Grecco Replied
1/28/2016 at 9:53 AM
Hello,
 
Just to let you guys know, I figured out why Smartermail 14 was not working on a fresh Windows Server 2012 R2 install when running on IIS.
 
I tried it again, this time using Windows Server in English and it worked. When I do the exact same installation, using the exact same steps, but using Windows Server in Portuguese (my main language), it will NOT work.
 
Just to make it clear, it does work when using Smartermail's Webserver. When running on IIS AND portuguese Windows Server installation, it will NOT work.
 
Smartermail being a "world" product should work on any language and this bug should be checked and corrected. I have been using Smartermail since version 6 and I have never had this problem, it started with version 14 (actually, I never tried version 13, I went from 12 to 14).
 
If you guys at Smartertools make a new version correcting this issue let me know so I can test it again.
 
Rafael
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