5
Can't reply to certain messages - array dimensions error
Problem reported by Millennium Systems - 7/22/2020 at 1:48 PM
Resolved
SM 7503

Various clients have reported problem when replying to certain messages, the reply windows sits for a few seconds and eventually the following errors is displayed:

array dimensions exceeded supported range

We have verified this on 2 different account, on different domains but haven't been able to pinpoint the conditions under which this happens.

- only seen this on replying to a message (not new messages)
- the original messages being replied to have so far been from outlook/hotmail
- the original messages were base64 encoded
- deleting some content from the original message before hitting Send eventually makes the message go out, in one instance it was just part of the sender's signature, another most of the original message

Edit:

We now have an example of a reply to a Yahoo user, and the original message is not base64

26 Replies

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3
Webio Replied
I'm having the same issue. I've sent support ticket yesterday with this issue with .grp file containing email message to which responding is causing problem you are also facing (with also screen recording showing this behavior in browser). Today I had another call from another client describing the same issue.
0
Millennium Systems Replied
Okay, won't open a duplicate ticket for this then. If you could shared the response that would be great.
3
Craig M Replied
We have the same issue, I've received several support notifications of the same error in replying to an email thread.  In our case it was replying to an email chain with multiple email addresses.  We are also on version 7503.
2
mh Replied
7503 Here as well, inconsistent but multiple users getting this message when replying and cannot send.
2
YTech Replied
Yes we are facing same problem
2
Alex Replied
7503 same and server getting out of working if the first message wil be answered. After that, all services smtp, imap, mapi, pop still stop working one after one.
2
Charles Verrette Replied
Same issue with Build 7503. This needs a fix ASAP, we've got a lot of annoyed customers. 
0
mh Replied
Webio were you able to get a resolution to your ticket?
2
Webio Replied
Nope. Not yet.
1
Sébastien Riccio Replied
Hello SmarterUsers,

We had our first complain about this today. We also need a fix ASAP. Other than that what would be the solution, rollback to previous update ?

EDIT: It also prevent to save the reply as a Draft.

EDIT2: The only way to reply to these messages is to completly remove the original message content from the reply.

EDIT3: could this be related to this changelog entry (7503) ?

Fixed: Replying to a message that uses @media or @ms-viewport in background style tags does not populate the editor. (Note this is a workaround until Froala publishes their fix for the issue.)

Kind regards
Sébastien Riccio
System & Network Admin

3
Ionel Aurelian Rau Replied
Same problem here as well (now ongoing for more than a week) - I would say this is a top priority fix and a build should be made available asap, preferably today/tomorrow. It practically breaks the main functionality of sending emails.
1
Webio Replied
Does someone tried to return to previous version? Today I had to restart my system and now I'm getting every few minutes MailService.exe crash. When I disable remote access to protocols and webmail it looks like service is not crashing so IMHO this is related to some one thing which maybe got corrupted somehow but I don't see in logs (maybe I just don't know where to look) anything which could help me.

EDIT: I've tried to find previous build. Are there any links for previous build available on ST page?
1
Sébastien Riccio Replied
For us, we unfortunately can't go back to the previous release because we announced to some customers that the issues they were having with PLAIN auth since a few months were finally fixed (in 7503).
So downgrading could maybe help with this reply issue but will bring back the other problem.. that is really unconvenient.

For the previous builds, log into your account on smartertools website and on the top right menu (after you're logged, there is a legacy builds menu link).
Yes, actually it seems all previous releases, event recents are already considered legacy...


Sébastien Riccio
System & Network Admin

0
Derek Curtis Replied
Employee Post
We have sent a few custom Builds out that have a fix for this issue as well as some other tangential issues. We will have a release out this week, but if you want a custom Build prior to the release (which will come Wednesday or Thursday) please message me. I'll start a ticket with you and get you the Build. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
1
Sébastien Riccio Replied
Hello Derek,

We have an open ticket for this and really need a custom build that fixes this particuar issue which is new from latest update. As being said before in this thread, it's the whole purpose of the product that is defect at the moment => our customers = angry :/

Kind regards,
Sébastien

Sébastien Riccio
System & Network Admin

2
Derek Curtis Replied
Employee Post
Hi, Sebastien -- I've replied to your ticket and included the Build link. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
1
Kevin Carmichael Replied
I'm having the same issue. I would like the custom Build link as well please.
1
Sébastien Riccio Replied
From what I was able to test, I think I can confirm the custom build (7308) fixed the issue on our side.
Sébastien Riccio
System & Network Admin

1
mh Replied
Test build seems to have resolved here as well, at least with the emails I personally had trouble with before.
0
Derek Curtis Replied
Employee Post
Great to hear, guys. Thanks for posting. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
2
Kevin Carmichael Replied
Thanks! This addressed my issue. In addition to fixing this issue (failing to send from webmail and unable to save to drafts), it also fixed an issue where Outlook 2019 (using MAPI) would no longer update folders. There were no errors, it would say the folder (Inbox, Deleted Items, etc) was up to date, but it was not... and then in my deleted items there seemed to be a lot of Modification Resolution emails with logs that ended with 2 entries: 
18:28:25 HRESULT: 0x80040115
18:28:25 HrConfMsgAutoResolved failure
0
Binesh Shammunni Replied
Please provide custom build to fix the issue 

Thanks
Binesh
0
Charles Verrette Replied
Hi!
Still no new build for this issue? I really hope this gets fixed this week, it's a pretty major bug. 
1
Derek Curtis Replied
Employee Post Marked As Resolution
Yes, we plan on having a new Build, that includes this fix, out later today.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
2
Alex Replied
The yesterday version 7516 fix all by us, without disconnecting outlook accounts, only install update, ready
2
Ionel Aurelian Rau Replied
Build 7516 (Jul 30, 2020) seems to work OK and the issue has not reappeared so far.

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