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Build 8482: Mailbox Indexing - queue filling up - and SM-service/CPU-usuage at 98/99/100percent
Problem reported by Thomas Lange - 3/30/2023 at 9:42 AM
Resolved
We have build 8482 running in production/updated on March 24th 2023.
We noticed that one user-acocunt does not complete Mailbox Indexing and the Mailbox-Indexing queue is filling up more and more. It could be that this specific useraccount has issues and probably needs repaired by ST-support - I created a support-ticket for this with RSAA for this issue.
We already deleted IndexV2 and stopped/started the Indexing service and issued manual "Reindex" for the useraccount that does not complete/does not finish indexing.

And today we noticed 98/99/100% CPU-usuage of SmarterMail-windows-service. Users were not able to successfully login by their email-clients like eMClient/EWS and Outlook 2019/MAPI anymore - eMClient keeps asking for entering username and passwort and not going on anymore. So we had to stop the service and restart the Windows-server. After this the service was not upto 100% but around 50% CPU-usuage. After waiting half a hour we again rebooted the windows-server and then SmarterMail was back at normal CPU-usuage, but I am not sure if this will keep at this level... I am not sure if this could have something to do with the mentioned "Mailbox Indexing" queue filling up...

Anyone else seeing this issues with Mailbox Indexing or CPU-usuage at 100% or 50% ??? prior the update the normal CPU-usuage was 0-20%

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Thomas Lange Replied
update/addition: CPU-usuage of our SmarterMail-service is again around 50% and currently the "problematic useraccount" is being at top  position and so being indexed.... and all other users Mailbox indexing is being queued...
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Andrea Free Replied
Employee Post
Hello Thomas,

I see that you submitted a support ticket for this review. We'll get to the bottom of this! 

Kind regards, 

Andrea Free
SmarterTools Inc.
877-357-6278

www.smartertools.com

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Thomas Lange Replied
After a few hours CPU-usuage around 50% it is now upto 97-99.9%, even stopping the Indexing service does not put CPU-usuage back to normal :-(

I updated support-ticket - hope there will be a solution.
Right now I will try to keep the Indexing service at STOPPED
but I probably even have to reboot the SmarterMail-windwos-server, if the CPU-usuage will not go back to normal after 15-30 minutes!

These unnormal/unusual CPU-usuage values started right after upgrading to build 8482. And I noticed the Mailbox Indexing filling up with more and more queued entries - and the one problematic account at top (being indexed) but probably not/never completed/stuck.
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Tim Uzzanti Replied
Employee Post
Install the latest build released today and let us know.  There was a small issue with location information for calendars that could cause higher CPU.  Its one of the couple items we delayed our release till next week but released another RC today.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Thomas Lange Replied
Thank you ST-team for analyzing and fixing CPU-usuage at our SmarterMail-server and updating to latest BETA/RC build 8489. On Friday and this Monday CPU-usuage was back to normal - even during our business/office-hours.
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Kyle Kerst Replied
Employee Post
That is great to hear Thomas, thanks for confirming this with us.
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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