Incoming message stuck in spool

Problem reported by Leo Novelli - 7/7/2017 at 11:48 AM

Submitted

We have a message that is stuck in our incoming spool and will not create a ticket.

The TicketImport.log file contains the following error:

11:13:39 Could not import downloaded message C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Spool\in-1\f7b33a6b6596413fbdd85af188797fd2.eml - check error log for more info

The Errors.log file contains the following errors:

Could not import downloaded message C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Spool\in-1\f7b33a6b6596413fbdd85af188797fd2.eml
Data too long for column 'BodyHtml' at row 1
Data too long for column 'BodyHtml' at row 1

Is there a way to resolve this?

2 Replies

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Leo Novelli Replied

2/4/2026 at 2:10 PM

This has happened again. It looks like this happens when senders put emojis in the body of their emails.

Could not import downloaded message C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Spool\in-5\56488650c399455a8cdb87b2b561459a.eml
Incorrect string value: '\xF0\x9F\x98\x8A</...' for column 'BodyHtml' at row 1

Is there a way to resolve this or have SmarterTrack send us a daily email stating that there is a message stuck in the incoming spool?

Millennium Systems Replied

2/4/2026 at 5:20 PM

Leo,

It was a while back and on an old version of SmarterTrack, but if I recall we fixed this by changing the 'BodyHtml' column type to MEDIUMTEXT (I think it was TEXT by default) in the 'ticketmessages' table.

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