Smarter Mail Crash - Runtime error
Problem reported by Curtis Kropar www.HawaiianHope.org - 7/10/2019 at 4:31 PM
Resolved
At 2am Smarter Mail was working.  I went to sleep
At 9am i start getting phone calls, Smarter Mail is reporting "Runtime Error" and no clients can get to email.

No Upgrades were done overnight, we did not do any changes to the server.
No idea what changed to cause this, and no idea where to start to fix it.
I followed some advice to recreate the application pool and the Smarter Mail "site" in IIS..  Nothing is working.
The Server is also our web site server, and web sites are working fine.

www.HawaiianHope.org - Providing technology services to non profit organizations, homeless shelters, clean and sober houses and prisoner reentry programs. in 2018, in just one year, we gave away 1,000 Free Computers !

8 Replies

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0
Kyle Kerst Replied
Employee Post
Hello Curtis, sorry to hear you're having these issues. Do you know if any changes took place on the server between when you went to bed and when you started receiving calls? Any kind of power failures, updates, crashes, etc.

Next, can you confirm SmarterMail is installed and functioning (other than the web interface?) To do that you can open a command prompt on the server and enter "netstat -a" then look for instances like this: 


These entries indicate SmarterMail is running and listening on these mail ports (25, 110, 143, etc.) If these show up properly, then your issue is limited to the web interface components itself. In that case I suggest opening the Windows Service Console, locate the SmarterMail System Service, double-click that, and note the Path to Executable. Then go into IIS and make sure your SmarterMail site points to the MRS directory within that path (C:\Program Files (x86)\SmarterTools\SmarterMail\MRS)

If these check out you'll likely need a support ticket so that we can help get to the bottom of this. Please keep me posted on what you find out. 
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Tony Scholz Replied
Employee Post
Hello Curtis, 

What version of SmarterMail are you running. Check the application pool to make sure that it is NOT running in 32-bit mode. In IIS you should be able to enable detailed ASP errors as well to get a better idea of what is causing this issue. 

Thank you
Tony Scholz
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
@Kyle Just checekd those.  they are all correct.  TCP ports are shown Listening. The Path and MRS is ok

@Tony - This is smartermail 14. something. 32 Bit is set to False.


www.HawaiianHope.org - Providing technology services to non profit organizations, homeless shelters, clean and sober houses and prisoner reentry programs. in 2018, in just one year, we gave away 1,000 Free Computers !

0
SO...
I am able to access email via a POP3 account.  So it looks like just the web interface is down. Almost all of our clients use the web interface. some use the phones, not many.

www.HawaiianHope.org - Providing technology services to non profit organizations, homeless shelters, clean and sober houses and prisoner reentry programs. in 2018, in just one year, we gave away 1,000 Free Computers !

2
ITS WORKING ! 
Thanks to Smarter Peeps support and Rod on the phone ! you guys are awesome !

So, what happen was.......
Apparently some time during Tuesday night, either Plesk or Windows decided to update .NET, even though we have the updates set to manual.
During the update, the logs show that the OS drive ran out of space, and the update failed. This also ended up setting the Application POOLs for both "Smartermail" and "WebMail (smwebmail)" back to .Net 2.0.

Smarter mail as the server was still running - receiving and processing email, and we coudl log in via a POP3 account, but the .NET was cooked and no one could log in through the web interface.  

I expanded the virtual drive, removed .net 4.7 completely (now corrupted) reinstalled it and patched it.  Still could not get it to work.  Rod took a look at it and set both POOLs for "Smartermail" and "WebMail (smwebmail)" back to .Net 4.0.

BAM !  It works.

Thank you.. ThAnK YoU...  Thank YOU...  THANK YOU !!!!!!!!

www.HawaiianHope.org - Providing technology services to non profit organizations, homeless shelters, clean and sober houses and prisoner reentry programs. in 2018, in just one year, we gave away 1,000 Free Computers !

3
Jade D Replied
Glad to see that you got this resolved, but where is your monitoring?

PRTG provide 100 free sensors which is enough to monitor a few mail servers.
0
Kyle Kerst Replied
Employee Post
Thats great news Curtis, glad to hear this got sorted out.
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Jade, do the sensors prevent a server from installing software against instructions somehow ? We were already aware of the limited drive space.

www.HawaiianHope.org - Providing technology services to non profit organizations, homeless shelters, clean and sober houses and prisoner reentry programs. in 2018, in just one year, we gave away 1,000 Free Computers !

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