MailService.exe crash
Problem reported by David Thomas - November 9, 2018 at 2:43 AM
Submitted
Since yesterday, we have had a problem with our Smartermail installation.
Server : Windows Server 2012 R2

yesterday at 16:34
Smartermail : 16.3.6870

Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an internal error in the .NET Runtime at IP 00007FF8D7E563B0 (00007FF8D7D20000) with exit code 80131506.

Faulting application name: MailService.exe, version: 16.3.6870.30534, time stamp: 0x5bcf53ab
Faulting module name: clr.dll, version: 4.7.3190.0, time stamp: 0x5b693b48
Exception code: 0xc0000005
Fault offset: 0x00000000001363b0
Faulting process id: 0x49c
Faulting application start time: 0x01d46bff14c96d14
Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe
Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll
Report Id: c12e6bcd-e36b-11e8-8121-c477d0556725
Faulting package full name:
Faulting package-relative application ID:

last night, update of smartermail (16.3.6885) and.NET Framework (KB4462921 and KB4462502)

today at 09:38

Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an internal error in the .NET Runtime at IP 00007FFF4A90F0DA (00007FFF4A760000) with exit code 80131506.

Faulting application name: MailService.exe, version: 16.3.6885.29302, time stamp: 0x5be3108c
Faulting module name: clr.dll, version: 4.7.3221.0, time stamp: 0x5b885a56
Exception code: 0xc0000005
Fault offset: 0x00000000001af0da
Faulting process id: 0x4b8
Faulting application start time: 0x01d47797666b8b1b
Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe
Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll
Report Id: e22bbdac-e3fa-11e8-8123-84d9a565a8cf
Faulting package full name:
Faulting package-relative application ID:

Any ideas?

20 Replies

Reply to Thread
4
Scarab Replied
I've been getting these as well. 3 times yesterday and once today on v16.3.6885 Enterprise running under Win2016. Hopefully someone at SM has some insight as to the cause and a fix.
2
Ionel Aurelian Rau Replied
Really disconcerting. So v16.3.6885 is not worth updating to?
6
Scott Forsythe Replied
We also had crashes about a week ago with SM Version 15.7.6821. We upgraded to 15.7.6855 and haven't crashed since. I'm not totally confident that the problem was fixed since it wasn't mentioned in the release notes.

With our problem, the SM service stopped and we received the same error in the Application log:
"The process was terminated due to an internal error in the .NET Runtime...with exit code 80131506"

Vote this thread up.
4
Hamad Raza Replied
We also had this crash today. SmarterMail Enterprise 16.3.6893.

Error Code : 1023                    
Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an internal error in the .NET Runtime at IP 000007FEF93D63B0 (000007FEF92A0000) with exit code 80131506.
4
Alain Néris Replied
We also had exactly the same issue yesterday on SM 15.7.6885 

Application : MailService.exe
Version du Framework : v4.0.30319
Description : le processus a été arrêté en raison d'une erreur interne dans le runtime .NET à l'adresse IP 000007FEF80BF0DA (000007FEF7F10000) avec le code de sortie 80131506.

It occcured only since 07/2018

14/07
25/07
24/08
07/09
21/11
23/11 (one more)

and never before.

I have just re-open a ticket. Hope it helps SM people to fix it.



3
echoDreamz Replied
We had this error the day after we did the 6885 upgrade. Havent seen it since though.

Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an internal error in the .NET Runtime at IP 00007FFE09B7F13D (00007FFE099D0000) with exit code 80131506.
From what I know, 80131506 is a ExecutionEngineException, which is a pretty bad internal exception in the .net runtime.

Christopher

0
Scott Lies Replied
Had this issue come up today.   
Bad thing was no alert.  Just a hard crash.    Has there been any resolution?
version: 16.3.6893
0
Scott Lies Replied
Followup.   It generated 2 Errors...

Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an internal error in the .NET Runtime at IP 00007FF9893CF13D (00007FF989220000) with exit code 80131506.

-------------------------------------


Faulting application name: MailService.exe, version: 16.3.6893.30787, time stamp: 0x5beda7fb
Faulting module name: clr.dll, version: 4.7.3221.0, time stamp: 0x5b885a56
Exception code: 0xc0000005
Fault offset: 0x00000000001af13d
Faulting process id: 0x2ac8
Faulting application start time: 0x01d47e9ecbb9b97d
Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe
Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll
Report Id: a020f470-c505-4f11-ba11-97aadb080ee4
Faulting package full name:
Faulting package-relative application ID:




2
Scott Forsythe Replied
Hey Scott, Just curious... Was there a .NET Runtime error in the Windows Application log? Below is the description we receive in our App log when the SM service stops:

"The process was terminated due to an internal error in the .NET Runtime...with exit code 80131506"
1
Matthew Titley Replied
I experienced this crash for the first time a few days ago, referencing C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll. Since it only happened once I didn't get my panties in a bunch but it happened again this afternoon. I haven't upgraded SM since September; still on 15.7.6754. As best as I can recall I don't think I've seen the SM service crash ever.

I think enough people chimed in here to have a comment or advice from SM. Happy to provide additional info if needed.

Thanks


0
Derek Curtis Replied
Employee Post
It's hard to track down the reason for a crash like that, especially on older versions of the products. If nothing else, upgrade to the latest versions of 15.x and 16.x and see if the upgrades fix whatever is causign the crash to occur. 15.7.6754 is from June, and there were 6 releases after that. So an upgrade may be the fix you're looking for.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
echoDreamz Replied
We havent experienced it since we moved off SM16. May have just been some one-off thing. Derek, yeah, everything I know about that exception is basically the worst thing you can have happen to your .net app.

Christopher

0
Paul Blank Replied
Wondering here if there were any .NET updates from Microsoft that could have contributed to these crashes...  I haven't seen any crashes here yet, but also haven't run any MS patches in a month or so; the servers are dedicated to just SM, and I'm not worried about security issues related to Windows itself (SM v15.7.6821 - Server 2012 R2).

Nobody accesses the SM servers directly but me.
1
Manuel Martins Replied
I'm having crahes on release 7053, anyone have the same problem ?


Faulting application name: MailService.exe, version: 100.0.7053.30065, time stamp: 0x5cc0f457
Faulting module name: clr.dll, version: 4.7.3362.0, time stamp: 0x5c2fcfd4
Exception code: 0xc0000005
Fault offset: 0x0000000000086e4a
Faulting process id: 0x5a8
Faulting application start time: 0x01d500d3af9ad322
Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe
Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll
Report Id: 61496df3-6cf4-11e9-814c-38d5470025a2
Faulting package full name:
Faulting package-relative application ID:
1
Nathan Y Replied
Yes, we started encountering this one this morning and have opened a ticket which is being investigated. It is reoccurring for us every 15 minutes or so with no obvious issues on the server. Perhaps worth logging a ticket as it may be a wider issue.
1
Nathan Y Replied
Manuel, out of interest do you have any users using ActiveSync to sync?
0
Manuel Martins Replied
Hi Nathan, yes we have almost 190 users using ActiveSync, mostly on smartphones but some of them use it on Outlook as well. Thanks
2
Nathan Y Replied
The ticket is still being investigated but I identified the crash occurred at the same time as one user synchronised using ActiveSync. I have deleted their device profile via webmail and blocked the IP so they cannot reconnect - mailservice.exe has not crashed for hours now. It is not conclusive but it does suggest it was the device (iPhone) inducing the crash.
0
Paul Blank Replied
This is good information to have on-hand if the problem shows up. Thanks!
0
Kyle Kerst Replied
Employee Post
In response to Nathan's comment above; I was able to confirm the problematic user has a couple of items that need correcting to prevent EAS sync issues like this again in the future: 

- User has many nested folders within the Inbox and this is not recommended as it can lead to Outlook (and other clients) sync instability. We recommend moving the nested folders out to the root, then completing a full resync of the user's mail client after removing the sync key from Settings>Connectivity>Synchronized Devices.
- User's account is 6GB in size, and this can also lead to sync instability in Outlook and similar mail clients. We recommend only syncing a period of 30 days worth of mail to prevent issues here. 

At this point we're going to try cleaning up the user's account, then have them resync to see if this behavior stays gone for good. We'll continue to update as more information becomes available so other users can benefit from this.
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

Reply to Thread