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SM16 Cyren AntiSpam suddently stop working correctly
Problem reported by Nicolas Fertig - 11/12/2018 at 11:40 PM
Submitted
Hi,

While trying to debug another problem, we've noticed that our Cyren Premium AntiSpam wasn't working anymore since a few days.
I now uderstand why our customers are complaining that they recently received an usual amount of spam in their inbox.

Looking at the cyren stats cleary show that it has stopped working since a few days.


Here is what delivery log shows (shouldn't this be in Spam Check logs?)

[2018.11.11] 21:57:00 [79089] Unable to run Commtouch check: Empty results for message(79089) from Cyren
[2018.11.11] 21:57:00 [79087] Unable to run Commtouch check: Empty results for message(79087) from Cyren
[2018.11.11] 21:57:02 [79092] Unable to run Commtouch check: Empty results for message(79092) from Cyren
[2018.11.11] 21:57:02 [79088] Unable to run Commtouch check: Empty results for message(79088) from Cyren
[2018.11.11] 21:57:02 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:02 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:02 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:05 [79093] Unable to run Commtouch check: Empty results for message(79093) from Cyren
[2018.11.11] 21:57:05 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:05 [79095] Unable to run Commtouch check: Empty results for message(79095) from Cyren
[2018.11.11] 21:57:05 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:05 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:05 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:05 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:08 [79097] Unable to run Commtouch check: Empty results for message(79097) from Cyren
[2018.11.11] 21:57:08 [79098] Unable to run Commtouch check: Empty results for message(79098) from Cyren
[2018.11.11] 21:57:08 [79096] Unable to run Commtouch check: Empty results for message(79096) from Cyren
[2018.11.11] 21:57:08 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:08 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:08 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:11 [79103] Unable to run Commtouch check: Empty results for message(79103) from Cyren
[2018.11.11] 21:57:11 [79100] Unable to run Commtouch check: Empty results for message(79100) from Cyren
[2018.11.11] 21:57:11 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:11 [79099] Unable to run Commtouch check: Empty results for message(79099) from Cyren
[2018.11.11] 21:57:11 [79101] Unable to run Commtouch check: Empty results for message(79101) from Cyren
[2018.11.11] 21:57:11 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:11 Error from Cyren: Error: Starting Scan Message thread.
[2018.11.11] 21:57:11 [79102] Unable to run Commtouch check: Empty results for message(79102) from Cyren
[2018.11.11] 21:57:14 [79105] Unable to run Commtouch check: Empty results for message(79105) from Cyren
[2018.11.11] 21:57:14 [79104] Unable to run Commtouch check: Empty results for message(79104) from Cyren
[Cropped because there is an unlimited amount of lines about this]

At this point we thought that the remote Commtouch/Cyren service was down.

However the same night we did an update from 6870 to 6885 and strangely after restarting the SmarterMail services after the update, Cyren started working again.

It's not the first time this happens and we always thought it was a problem with the remote Cyren service, but it looks like restarting SmarterMail fixes the problem.

Is there a way to debug/avoid this?

Thanks.

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Nicolas Fertig Replied
11/19/2018 at 10:47 AM
Hi,
To follow up this issue. The Cyren AntiSpam plugin stopped working correctly again a few days ago.

This time we had enabled debug log for MailService_subprocess.exe and we can see that it starts going bozo when an exception happens:

17:22:21 Sent Result(86563:Confirmed|Unknown) back to server
17:22:24 Reading Message from Stream...
17:22:24 Scanning Message: 86566
17:22:24 Sent Result(86566:Confirmed|Unknown) back to server
17:22:24 Reading Message from Stream...
17:22:24 Scanning Message: 86565
17:22:24 Sent Result(86565:Unknown|Unknown) back to server
17:22:25 Reading Message from Stream...
17:22:25 Scanning Message: 86564
17:22:25 Reading Message from Stream...
17:22:25 Scanning Message: 86567
17:22:26 Error Message: 86564 | System.Runtime.InteropServices.COMException (0x80041001): Unknown error
   at ASAPCOMLib.IASAPMain.ClassifyMessage(ASAPMessage Message, Int32 DoDetect)
   at Commtouch.CommtouchClientInterface.ProcessMessage(String messagePath, String senderAddress, String senderIP, String[] localRecipients, String[] remoteRecipients, CommtouchSettings commtouchSettings)
17:22:26 Sent Result(86567:Unknown|Unknown) back to server
17:22:27 Reading Message from Stream...
17:22:27 Scanning Message: 86574
17:22:27 Reading Message from Stream...
17:22:27 Sent Result(86574:Unknown|Unknown) back to server
17:22:27 Error Message: Error: Starting Scan Message thread.
17:22:27 Reading Message from Stream...
17:22:27 Scanning Message: 86573
17:22:27 Sent Result(86573:Suspected|Unknown) back to server
17:22:27 Reading Message from Stream...
17:22:27 Scanning Message: 86570
17:22:27 Sent Result(86570:Unknown|Unknown) back to server
17:22:28 Reading Message from Stream...
17:22:28 Scanning Message: 86572
17:22:28 Error Message: 86572 | System.Runtime.InteropServices.COMException (0x80041001): Unknown error
   at ASAPCOMLib.IASAPMain.ClassifyMessage(ASAPMessage Message, Int32 DoDetect)
   at Commtouch.CommtouchClientInterface.ProcessMessage(String messagePath, String senderAddress, String senderIP, String[] localRecipients, String[] remoteRecipients, CommtouchSettings commtouchSettings)
17:22:30 Reading Message from Stream...
17:22:30 Scanning Message: 86575
17:22:30 Reading Message from Stream...
17:22:30 Error Message: Error: Starting Scan Message thread.        
Once this error happens, the whole Cyren Plugin start to complain, the mails aren't scanned anymore until we notice it and kill the subprocess to have it re-fork.

This happens after 3-5 days of running smooth. 

Looking at our cyren stats it shows that this wasn't happening in september. It started crashing around october. Might this be related to an SM update happened around this date ? (we're updating around 1wk after a new minor version is available, unless it has a critical fix included)
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