SmarterMail 15.x - MailService.exe Stopping
Problem reported by ScottF - 5/10/2019 at 12:28 PM
We're having problems with MailService.exe crashing on two different servers. Has anyone found a fix?

We're currently testing the latest build. Has the latest build fixed this problem for anyone?

Below are the errors generated in Windows Application log when MailService.exe stops:
Application: MailService.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an internal error in the .NET Runtime at IP with exit code 80131506.

Faulting application name: MailService.exe, version: 15.7.7009.23591, time stamp: 0x5c865da7
Faulting module name: clr.dll, version: 4.7.3324.0, time stamp: 0x5c09b330
Exception code: 0xc0000005
Fault offset: 0x000000000013256d
Faulting process id: 0x598
Faulting application start time: 0x01d50641f6668658
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: 75a62076-7295-11e9-8205-005056a426d3
Faulting package full name:
Faulting package-relative application ID:

SmarterMail Professional and Enterprise Version 15.7
Windows Server 2012 R2

3 Replies

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Tony Scholz Replied
Employee Post
Hello Scott, 

the clr.dll is a common .NET dll and does not provide a lot of information. Do you see the server running out of MEM or CPU when this happens. 

Getting a DotTrace of the process when this is happening would help to track this down for you. Here is how you can grab a DotTrace. 

  1. Download - https://www.jetbrains.com/profiler/download/
  2. Install, you can ignore all the extras. Just the DotTrace. 
    1. DotMemory if you desire
  3. Once installed select "Attach to Running App"
  4. Click "Show all Processes" [ Image 01 ] 
    1. Select MailService.exe
    2. Select Timeline
    3. Click 'Run'
  5.  Let this run for at least 1 minute. [ Image 02 ]
    1. deselect 'Open snapshot immediately' 
    2. Click 'Get Snapshot and Wait'
  6. Once this is done processing "Flushing data in Progress" click 'Detach'
  7. In the main interface select Snapshots -> Make a copy [ Image 03 ]
  8. Save the file and send over
This can be done for both MailService.exe and w3wp.exe
Image 01
Image 02
Image 03
 Once you have captured the information you can open a ticket and send us the file for review. 

I want to add a note here. SmarterMail 15 is at EoL and will not have anymore patches or fixes release for it. SmarterMail 16 is also at EoL. We are still supporting and troubleshooting the version but if this turns out to be a bug you will need to upgrade to the latest Build xxxx version to get updates. 

Thank you

Tony Scholz System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
Kamlesh Patil Replied
Dear Scott Forsythe,

have you found the solution? I am having the same issue.
Ron Raley Replied
We are running SmarterMail Build 8250 (Aug 3, 2022) and have had this issue for several years now. Windows Server 2019.

Sometimes mailservice.exe runs for 2 weeks, sometimes 4 weeks, but never any further.

Our team constantly must monitor and reboot the whole server, often right in the middle of the day. Phones ring each time. It's been so so long and we cannot fix.

We have a ticket open with SmarterTools for months and months and months. Same exact .Net error.

Do not use DotTrace as it will slow your spool and if running for a long period, all webmail will come to a halt.

Nobody can figure this out.

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