Certain emails not being received although logs say delivered.

Question asked by YS Tech - 12/12/2021 at 10:55 AM

Unanswered

Hi,

I'm getting a few clients saying they aren't getting certain emails coming through, any idea why this could be?

Example from log:

[2021.12.08] 18:07:10.698 [71006665] Delivery started for client@hisdomain.com at 6:07:10 PM
[2021.12.08] 18:07:10.698 [71006665] Error adding message to spool stat tracker: Could not find file 'd:\SmarterMail\Spool\x12471006665.eml'.
[2021.12.08] at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
[2021.12.08] at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy, Boolean useLongPath, Boolean checkHost)
[2021.12.08] at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share, Int32 bufferSize)
[2021.12.08] at SmarterTools.SmarterMail.Mime.MimeReader.LoadHeader()
[2021.12.08] at MailService.RelayServer.DeliveryManager.AddToSpoolStatTracker(SpoolMessage spoolMessage)
[2021.12.08] 18:07:10.698 [71006665] Exception: System.IO.FileNotFoundException: Could not find file 'd:\SmarterMail\Spool\x12471006665.eml'.
[2021.12.08] File name: 'd:\SmarterMail\Spool\x12471006665.eml'
[2021.12.08] at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
[2021.12.08] at System.IO.FileInfo.get_Length()
[2021.12.08] at MailService.RelayServer.SpoolMessage.get_Message()
[2021.12.08] at MailService.RelayServer.DeliveryManager.ViolatesSizeLimit(SpoolMessage spoolMessage)
[2021.12.08] at MailService.RelayServer.DeliveryManager.ProcessMessage(SpoolMessage spoolMessage, Dictionary`2& timings)
[2021.12.08] at MailService.RelayServer.DeliveryManager.DeliverMessages()
[2021.12.08] 18:07:10.698 [71006665] Delivery finished for client@hisdomain.com at 6:07:10 PM [id:x12471006665]

It looks like it can't find the file for some reason?

Any help / pointers appreciated.

Thanks

4 Replies

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Kyle Kerst Replied

12/13/2021 at 9:08 AM

Employee Post

This usually means an antivirus or something similar has grabbed the file. Do you have a third-party AV scanning the spool directory? You can see this activity using Process Monitor from Microsoft. Let us know if you need any help tracking this down!

Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

YS Tech Replied

12/13/2021 at 9:42 AM

It may well be this, I've disabled it scanning the smarter mail directories, hopefully that will stop the issues.

Thanks Kyle.

Kyle Kerst Replied

12/13/2021 at 10:41 AM

Employee Post

You're very welcome, happy to lend a hand. A full list of the exclusions we recommend for both Windows Defender and any other antivirus applications you use can be found here:

https://portal.smartertools.com/kb/a3249/windows-defender-and-virus-scanner-exceptions.aspx

If you need to verify an app isn't accessing your SM files you can download and install Process Monitor from Microsoft then configure it with these filters:

IF PATH CONTAINS C:\SMARTERMAIL THEN INCLUDE

IF PROCESS NAME = MAILSERVICE.EXE THEN EXCLUDE

IF PROCESS NAME = W3WP.EXE THEN EXCLUDE

IF PROCESS NAME = EXPLORER.EXE THEN EXCLUDE

IF PROCESS NAME = CLAMD.EXE THEN EXCLUDE

With those filters in place you can then hit Filter>Drop Filtered Events and let it run for a few minutes. You should see any file/folder access outside of SmarterMail, IIS, Windows Explorer, and our ClamAV installation. Anything showing here would indicate something is accessing and potentially locking those files. I hope this helps! :)

Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

Douglas Foster Replied

12/14/2021 at 8:38 AM

I have also had this happen because of block rules configured by the user. In the particular situation I remember, the user had accidentally created a rule to block all messages from her boss. :)

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