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Cant impor the email
Problem reported by David Wong - 6/9/2022 at 11:10 AM
Not A Problem
Dear ALL,

today suddenly can't import the email, i checked the POP3 connection is normal, 
i checked the error.log, i got the following error meesage

[2022-06-08 5:45:09 PM]

A connection was successfully established with the server, but then an error occurred during the pre-login handshake. (provider: Shared Memory Provider, error: 0 - The pipe has been ended.)
System.Data.SqlClient.SqlException (0x80131904): A connection was successfully established with the server, but then an error occurred during the pre-login handshake. (provider: Shared Memory Provider, error: 0 - The pipe has been ended.) ---> System.ComponentModel.Win32Exception (0x80004005): The pipe has been ended
   at System.Data.ProviderBase.DbConnectionPool.TryGetConnection(DbConnection owningObject, UInt32 waitForMultipleObjectsTimeout, Boolean allowCreate, Boolean onlyOneCheckConnection, DbConnectionOptions userOptions, DbConnectionInternal& connection)
   at System.Data.ProviderBase.DbConnectionPool.TryGetConnection(DbConnection owningObject, TaskCompletionSource`1 retry, DbConnectionOptions userOptions, DbConnectionInternal& connection)
   at System.Data.ProviderBase.DbConnectionFactory.TryGetConnection(DbConnection owningConnection, TaskCompletionSource`1 retry, DbConnectionOptions userOptions, DbConnectionInternal oldConnection, DbConnectionInternal& connection)
   at System.Data.ProviderBase.DbConnectionInternal.TryOpenConnectionInternal(DbConnection outerConnection, DbConnectionFactory connectionFactory, TaskCompletionSource`1 retry, DbConnectionOptions userOptions)
   at System.Data.SqlClient.SqlConnection.TryOpenInner(TaskCompletionSource`1 retry)
   at System.Data.SqlClient.SqlConnection.TryOpen(TaskCompletionSource`1 retry)
   at System.Data.SqlClient.SqlConnection.Open()
   at SmarterTrack.Data.EntityBase.GetListFromQueryInternal[T](IDbConnection& connection, String query, IDbDataParameter[] parameters)
   at SmarterTrack.Data.EntityBase.GetListFromQueryInternal[T](String query, IDbDataParameter[] parameters)
   at SmarterTrack.Data.AgentChatEntity.GetActiveIMsForUser(Int32 userId)
   at SmarterTrack.HelperClasses.Chat.AgentChatHelper.GetAgentChatsForUser(Int32 userId)
   at SmarterTrack.HelperClasses.Chat.AgentChatHelper.HasAnyUnread(Int32 userId)
   at SmarterTrack.HelperClasses.AlertHub.FireAgentChatUnreadNotifications()
   at SmarterTrack.HelperClasses.AlertHub.UpdateThreadFunction()
ClientConnectionId:9170b7bc-9926-43a1-be12-341ff12bc68a
Error Number:109,State:0,Class:20

----------------------------------------------------------------
SHUTDOWN is in progress.
Login failed for user 'NT AUTHORITY\NETWORK SERVICE'.
Cannot continue the execution because the session is in the kill state.
A severe error occurred on the current command.  The results, if any, should be discarded.
System.Data.SqlClient.SqlException (0x80131904): SHUTDOWN is in progress.
Login failed for user 'NT AUTHORITY\NETWORK SERVICE'.
Cannot continue the execution because the session is in the kill state.
A severe error occurred on the current command.  The results, if any, should be discarded.
   at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection, Action`1 wrapCloseInAction)
   at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj, Boolean callerHasConnectionLock, Boolean asyncClose)
   at System.Data.SqlClient.TdsParser.TryRun(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj, Boolean& dataReady)
   at System.Data.SqlClient.SqlDataReader.TryConsumeMetaData()
   at System.Data.SqlClient.SqlDataReader.get_MetaData()
   at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString, Boolean isInternal, Boolean forDescribeParameterEncryption, Boolean shouldCacheForAlwaysEncrypted)
   at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async, Int32 timeout, Task& task, Boolean asyncWrite, Boolean inRetry, SqlDataReader ds, Boolean describeParameterEncryptionRequest)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, TaskCompletionSource`1 completion, Int32 timeout, Task& task, Boolean& usedCache, Boolean asyncWrite, Boolean inRetry)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method)
   at System.Data.SqlClient.SqlCommand.ExecuteReader(CommandBehavior behavior, String method)
   at SmarterTrack.Data.EntityBase.GetListFromQueryInternal[T](IDbConnection& connection, String query, IDbDataParameter[] parameters)
   at SmarterTrack.Data.EntityBase.GetListFromQueryInternal[T](String query, IDbDataParameter[] parameters)
   at SmarterTrack.Data.GlobalSettingEntityBase.GetAll(String orderby)
   at SmarterTrack.Data.Caching.GlobalSettingsCache.ReloadCache()
   at SmarterTrack.Data.Caching.CacheArray`2.TriggerReloadCache()
   at SmarterTrack.Data.Caching.CacheArray`2.GetDictionary()
   at SmarterTrack.Data.Caching.GlobalSettingsCache.Get(GlobalSettingsKey key)
   at SmarterTrack.Data.Caching.GlobalSettingsCache.GetSetting(D v)
   at SmarterTrack.Data.Caching.GlobalSettingsCache.GetIntSetting(D v)
   at SmarterTrack.HelperClasses.AlertHub.FireChatIdleWarnings()
   at SmarterTrack.HelperClasses.AlertHub.UpdateThreadFunction()
ClientConnectionId:13ff1f20-c5d7-43eb-bc98-ca0917d499a2
Error Number:6005,State:1,Class:14
-----------------------------------

David Wong

4 Replies

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0
Zach Sylvester Replied
6/9/2022 at 12:24 PM
Employee Post
Hey David, 

Thank you for reaching out to the community. I'm not 100 % sure about this but I did some research and it looks like this could be caused by password expiration on your Microsoft SQL Server. 
I recommend trying the following steps. 

Disable password expiration on SQL user login

  1. Open SQL management studio

  2. Login with an appropriate admin-level account (using either Windows or SQL authentication)

  3. Expand Security – Logins

  4. Right click the desired login and choose properties

  5. Untick enforce password expiration

  6. Choose OK


If this doesn't work please open a ticket with us so we can troubleshoot further. 

But from the error that you shared, it looks like a connection issue between the database and SmarterTrack. 

Thank you, 
Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com
0
David Wong Replied
6/9/2022 at 9:43 PM
Dear Zach,

Thank you for the reply. We have checked. The SQL is used Windows Auth and the above option is already disabled, so this issue may not be related with it.

We are using POP to receive messages from Gmail and create a new ticket for each new email. It is working fine before. But we could not receive the messages on 8-Jun. 

We find that this issue is caused by the Gmail policy to disble third party application to access their mail service. At last, we have solved this issue and the connection between Ticket system and Gmail is resumed.

But the Ticket system is started to download all the messages (even already downloaded) from the Gmail again. That is over 60000 messages. After that, the system is no longer to receive new messages from Gmail and the error log is showed the above error messages.

The system is now can send out message. I could click "NEW" to create new ticket or reply old ticket and sent out without peoblem, but it could not receive anything.

Could you please help ? Is it SQL database is crashed because receive too many messages in the short time ? Thanks.

Regards,
David
0
Zach Sylvester Replied
6/13/2022 at 12:43 PM
Employee Post
Hey David, 

Thank you for getting back to me. You likely hit the bandwidth limit for Gmail. 

We actually just made a KB for connecting SmarterTrack to Gmail using an app password. 


It sounds like you have a really busy email server though. It might be worth it to look into either upgrading your Gmail to Gsuite or setting up a SmarterMail/Other private email servers for your needs. 

Kind Regards, 
Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com
0
David Wong Replied
6/14/2022 at 1:35 AM
Dear Zach,

Thank you for the information.

We have done your suggestion steps to connect the Gmail before and the test connection is also successful as attached. You could also see the log which is showed that the Gmail communication is okay too.


Now even the Gmail receives new messages, but the SmarterTrack is still received nothing.

But the new ticket creation and message send out are no problem.

Do you still have any suggestions ? Thanks a lot.

Regards,
David
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