SmarterMail 16.3.6726 Install Issues

Problem reported by Joe Wright - 6/2/2018 at 5:59 AM

Submitted

After installing SmarterMail 16.3.6726 we had to immediately revert back to a previous version. We were not able to access the IIS site and Clamd would continuously fail.

clamd Error Messages:

Faulting application name: clamd.exe, version: 0.100.0.0, time stamp: 0x5ac421dd
Faulting module name: VCRUNTIME140.dll, version: 6.2.9200.17313, time stamp: 0x5507a832
Exception code: 0xc0000135
Fault offset: 0x00000000000e2100
Faulting process id: 0x4130
Faulting application start time: 0x01d3fa6343ea045a
Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam\bin64\clamd.exe
Faulting module path: VCRUNTIME140.dll
Report Id: 81968f25-6656-11e8-93fe-005056821d9a
Faulting package full name:
Faulting package-relative application ID:

ASP.NET Error Messages

Event code: 4011
Event message: An unhandled access exception has occurred.
Event time: 6/2/2018 6:17:23 AM
Event time (UTC): 6/2/2018 11:17:23 AM
Event ID: 560579e84f414bf7badae7fdd779fa57
Event sequence: 50
Event occurrence: 1
Event detail code: 0

Application information:
Application domain: /LM/W3SVC/7/ROOT-1-131724118208820494
Trust level: Full
Application Virtual Path: /
Application Path: C:\Program Files (x86)\SmarterTools\SmarterMail\MRS\
Machine name: NVT-HOSTING-02

Process information:
Process ID: 12276
Process name: w3wp.exe
Account name: IIS APPPOOL\SmarterMail

Request information:
Request URL: /interface/root
Request path: /interface/root
User host address: xxx.xxx.xxx.xxx
User:
Is authenticated: False
Authentication Type:
Thread account name: IIS APPPOOL\SmarterMail

Only reverting back to the previous v16 minor version we had fixed the issue. Anyone else seeing similar issues?

6 Replies

Reply to Thread

Mars _ Replied

6/4/2018 at 8:09 AM

Same here!

Also permission issues with the MRS/App_Data folder

and

Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam\bin64\clamd.exe

After settings the permissions still a diagnostic error:

Failed /App_Data/ Folder Permissions Test

domains Replied

6/4/2018 at 8:17 AM

Getting the same error after updating to SmarterMail15.7.6726 - missing VCRUNTIME140.dll, reinstalled the dll, but still getting the error

ScottF Replied

6/5/2018 at 6:44 AM

I'm also running SM 15.7.6726 on a Windows 2008 server. I'm receiving this same error in the System - Event Viewer:

Application popup: clamd.exe - System Error : The program can't start because VCRUNTIME140.dll is missing from your computer. Try reinstalling the program to fix this problem.

ScottF Replied

6/5/2018 at 8:49 AM

I corrected the problem. Here's what I did:
1. Stopped SmarterMail
2. Downloaded and installed Microsoft Visual C++ 2015 Redistributable
3. Rebooted
4. The clamd.exe error is no longer reported in the System - Event Viewer. Clam is also running with no problems.

domains Replied

6/6/2018 at 8:01 AM

I followed the exact same steps as Scott, but still getting the clamd.exe error

ScottF Replied

6/6/2018 at 12:43 PM

A few ideas:
1. You could try re-installing SM. After you uninstall SM, try renaming the Clam folder. My Clam folder is located in C:\Program Files (x86)\SmarterTools\SmarterMail\Service\Clam. This will give Clam a fresh start.
2. You may need the x64 and x86 version of Visual C++ Redistributable. You can confirm with SmarterTools.
3. Open ticket with SmarterTools.

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