[Beta, 7355] SM process stalling randomly, possibly related to Cyren
Problem reported by echoDreamz - 2/22/2020 at 2:28 PM
Not A Problem
This started happening on the previous beta when we activated Cyren. Process doesnt crash, just completely stops responding to anything. This is happening 4/5 times a day, have to restart the service. Is anyone else experiencing this or is it just our habit of finding things in SmarterMail that take it down?

22 Replies

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1
Shaun Peet Replied
We're seeing this too.  Horrible timing for us.
0
echoDreamz Replied
Yeah... glad we aren’t the only ones.
1
Robert Emmett Replied
Employee Post
We will be investigating this.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
echoDreamz Replied
Thanks Robert. I uploaded 2 dumps to my ftp account as well. Hopefully it’s easy to track down, SM going down every few hours is wonderful. 
0
Shaun Peet Replied
@echoDreamz since in this case the server doesn't really "go down" or "crash" - what are you using (if anything) to monitor when the mail service gets hung up and stops responding?
0
echoDreamz Replied
We have prtg that goes ape shit and let’s us know. 
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echoDreamz Replied
Robert, is it possible to tell SmarterMail to forget about Cyren? Or once it’s activated, that’s it...
0
Robert Emmett Replied
Employee Post
Sadly, right now the Cyren subprocess just looks to see if it's licensed. We are adding code now to also check if it's enabled/disabled and kill the subprocess if it's disabled. We'll be making a custom build available so you can disable Cyren while we continue to investigate the stalling behavior.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
2
Matt Petty Replied
Employee Post
I've sent out the custom build to Shaun and Chris. All this does is prevent Cyren from booting up unless your actually using it (antispam or antivirus options enabled), before this patch it would run if you were just licensed.

Nothing has jumped out at me on why it's stalling but this build should get you guys stable while I figure out the stalling behavior.
Matt Petty
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Matt Petty Replied
Employee Post
I'm having trouble reproducing this. So I'm gonna throw some questions down that can help me narrow down what's causing issues.
-Did you do specifically antispam, antivirus, or both?
-How immediately does the stalling appear after enabling Cyren? (Chris mentioned 4-5 hours)
-When it does stall how does it stall? Do protocols freeze? Does the spool still flow? Does webmail stop responding?
-Is there anything in the windows event log for MailService_SubProcess.exe?

Matt Petty
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
echoDreamz Replied
We simply activated a trial of Cyren's anti-spam and turned it on. A few hours later, SM stalled and hasnt stopped stalling since. It's regularly stalls at around 3-5 hours. As rule I've just been recycling the service every 3 hours so I dont hear PRTG go nuts.

When the process stalls, everything quits. all protocols, webmail, everything, disk activity, CPU usage everything goes dead.
0
echoDreamz Replied
Nothing in the event logs at all, nothing crashes, the process just throws its hands up and quits. It's sudden too, there is no "looks like SM is about to give out", it goes from running to immediately dead.
0
echoDreamz Replied
Scratch that, it looks like webmail completely drops first, resetting IIS does nothing, you just get a "waiting..." from the browser and nothing else happens. Then a few minutes later the entire SM process goes out and SMTP, POP, IMAP, XMPP all die.
2
Shaun Peet Replied
I made a note in this thread here (https://portal.smartertools.com/community/a92940/beta-7355-user-reporting-they-cannot-login-cannot-impersonate-either.aspx ) that perhaps these two issues are somehow related.
1
Matt Petty Replied
Employee Post
Just wanted to update this thread. I don't believe this is what is causing the stalling based on dumps by Chris. Shaun, I believe you are correct. See that thread for an update with what I found.
Matt Petty
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
EDUARDO HEISLER Replied
Good afternoon, 

We are also experiencing locking issues since updating to version 7355 last Saturday. Simply at the end of each day the service stops working and we need to restart the cloud. 

It did not happen with previous versions.
1
echoDreamz Replied
It's been over 24hr now since we installed the build provided by Matt. SM has not stalled once and webmail users have reported no slowdowns. It appears the issue may have been resolved.
1
EDUARDO HEISLER Replied
We installed version 7360 yesterday at 7:00 pm, so far it hasn't crashed.
1
Ronald Raley Replied
We are experiencing the the same random unresponsive behavior on Build 7362.

Ron
0
Ronald Raley Replied
Disabling Cyren fixes the issue. No more crashes. However, I don't understand why this thread is marked "Not a Problem".

Ron
0
Matt Petty Replied
Employee Post
This issue or atleast the issue I diagnosed based on input from Shaun and Chris related to how we load mailbox data into memory and it was an issue with how we locked code. While it started off as Cyren, based on what I diagnosed Cyren had nothing to do with it. I had marked this thread as not a problem and this was my response.
"Just wanted to update this thread. I don't believe this is what is causing the stalling based on dumps by Chris. Shaun, I believe you are correct. See that thread for an update with what I found."


Maybe you are seeing some unresponsive behavior with Cyren but I don't believe it is the same behavior that prompted the creation of this thread. Could you iterate more on the behavior you are specifically seeing, I can re-open this topic. Chris was seeing web interface lock up and stop working, his protocols and clients stopped connecting, the entire SM stack was seizing up, is this what your seeing?
Matt Petty
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
echoDreamz Replied
We are using Cyren as well and since Matt's build (and the current beta release), we've had no stalls, no performance issues whatsoever. Just a few complaints of email formatting issues and of course getting MAPI ironed out and SM is in a good place for us.

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