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Build 7719 (Feb 18, 2021) keeps crashing
Problem reported by Patrick Mattson - 2/25/2021 at 9:52 AM
Submitted
Just seeing if anyone else is having issues. Something is happening where my SmarterMail Service keeps stopping. At one point my memory was at 94% now it is down to 40%.

I am waiting on a response from an open ticket, but seeing if anyone else is having any issues.

Now I am just venting: Every time I upgrade I have a new set of issues.

14 Replies

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Gabriele Maoret - SERSIS Replied
I'm using it starting Feb 19.

It has never crashed
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Patrick Mattson Replied
I am still having some odd issues, For example, I have a higher than normal mailboxes indexing and the site is slow to access.

I am making a decision to migrate as many of my SmarterMail customers over to O365. Every time I upgrade to a "new" version there is always something new that breaks.
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Kyle Kerst Replied
Employee Post
Some memory increase is expected as CFG files are being updated for our newest formats, but crashing might indicate something else is going on. Do you see any abnormal traffic like user accounts that show up with exceptions more often in the protocol logs?
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Patrick Mattson Replied
Its about normal traffic. It takes forever to sign into the web interface, I am just getting a lot of complaints from customers I have not accomplished anything except answering the phone.

I did lose my licenses, I was able to find the license number and get that back.
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Kyle Kerst Replied
Employee Post
Thanks Patrick. I see Tony is working with you on this now, so hopefully development can give us some clues to work off of. Ultimately you'll want to be on the lookout for some repetitive process which is using resources, so I usually start with a review of IMAP, POP, etc traffic to see if I see any common exceptions. Just something to keep an eye out for while we're getting to the bottom of it for you!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Patrick Mattson Replied
He found in the MailProcessing folder under one user there were 44,000 files ending .tmpmsg. This user only has about ~4GB of email. At one point he jumped to 12GB, after that all my fun started.

I am seeing this folder continue to grow, since I am not getting a response and my performance is not good I am deleting the files I am kind of getting desparate. I am getting a lot of calls complaining about website performance being slow and people not getting emails. At this point I am not sure what to do besides panic.

I am adding another 16GB of RAM tonight to see if that helps.
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Patrick Mattson Replied
I am getting no response from SmarterTools, but I am getting all of calls complaining about the service. Do you have a tool to help migrate from SmarterMail to O365?
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Nathan Replied
Either use the 365 migration facility via the admin portal or try IMAPSync if you want more flexibility
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Jade D Replied
Hi Patrick

Please check the event log on the server and let us know what it says
1
Patrick Mattson Replied
Support sees a problem, but they sent the files to their developers on Thursday and today is Sunday and still no answer, just trying to limp my server along.

The problem is one mailbox has a folder called MailProcessing and it keeps growing out of control. This morning my mail server service stopped working last night some time, there were 32k files. If you watch this folder on your server for any active account you will see a few go in there at time and they must get processed and they are gone. From what I understand from support this is a temporary folder.

In the event viewer I am getting some .net errors, but not being a developer I do not fully understand the errors.

I have found I think a temporary solution, I created a second account, moved all the emails to that. I moved just the month of February and so far it has not taken off.
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Ron Raley Replied
Our SmarterMail server version 7719 mailservice.exe became unresponsive Friday at 3:53PM EST.  We started a ticket for further diagnosis as well.
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Patrick Mattson Replied
Not sure if this will help, but my server seems stable, the problem user does not have all of their email back yet. What I think is happening is there are too many emails to process and it crashes the server. My performance sucked Thursday and Friday, I got a lot of calls and complaints.

I had support tell me the user, but this is what I think you should do, three symptoms:
A user mailbox jumped, this one went from 2GB to 30GB.
Look at users who keep indexing, I had one. The one who's mailbox grew.
Other option, search the server for a file with the following extension .tmpmsg

Go to the folder: <drive>:\Smartermail\domains\<domain>\users\<email>\MailProcessing
  • This might have a lot of files, mine at one point had 44,000 and this morning had 32,000. Delete all of that, if support tells you have the fact not to, well they had mine as an example and have not responded.
I created a new user like jdoetemp, but disabled it, it is just a place holder.

From Explorer I moved all emails into the new user.

I started copying only the Inbox for this month back.
  • The folder that I think caused my issues is the Deleted Items, when moving I had a note about something being locked.

Under the Manage -> Domains under the 3 dots there is an option to rebuild folder. Type that user's email and Inbox in the next line.

I then reindex the user, so far my user can send and receive emails.

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Patrick Mattson Replied
Regarding my errors, I could not find the .Net errors. But saw a lot of these:

System Event Errors
Event ID: 2004
Windows successfully diagnosed a low virtual memory condition. The following programs consumed the most virtual memory: MailService.exe (4376) consumed 49533599744 bytes, clamd.exe (4820) consumed 1750085632 bytes, and tomcat8.exe (1208) consumed 699916288 bytes.
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Montague WebWorks Replied
We had a similar problem back in November on whatever version was current before the December release. Turns out we had one user with a corrupt inbox. Whenever he checked his email in Outlook the server would go nuts and crash. We lived like that for a week, restarting the server once or twice a day.

We solved it by moving everything to the sole VM inside new, stonger machine, upgraded to the December release, and had the user delete their account from Outlook then re-add it. Things were smooth until the most recent upgrade. We're adding more RAM tonight.
Mik MullerMontague WebWorks

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