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 Acting IT Manager SmarterTools Inc. 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 Acting IT Manager SmarterTools Inc. 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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