API problem causes high CPU and RAM consumption

Problem reported by Sérgio Rocha - 9/11/2023 at 11:04 AM

Resolved

Hi,

During the change of the solidcp provider my coworker found that some times the API fail deleting domain and accounts. It delete from smartermail interface but fail to delete the domain or account folder. After that you cannot create the same domain or mail account, until you delete de folders.

The critical part of this error is that when this happens the RAM goes to 100% and CPU get very high as well.

8 Replies

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Employee Replied

9/11/2023 at 12:34 PM

Employee Post

Hi Sérgio,

Thanks for reaching out. I started a support ticket with you so we can look into this and get a development task escalated.

Kyle Kerst Replied

9/11/2023 at 12:43 PM

Employee Post

I tested this scenario by deleting an existing user via API, then waited some time for the account directory to reappear (noted on another thread) while monitoring CPU/Memory and so far am not able to reproduce this under our current public release. As Andrea noted; can we have you submit a ticket on this so we can help take a look?

Kyle Kerst Lead Internal Network/System Administrator SmarterTools Inc. smartertools.com

Sérgio Rocha Replied

9/12/2023 at 2:03 AM

Hi,

Thanks for your attention.

The problem is random, we see it happen creating a deleting domains testing the fix of solidcp smarter mail provider.

I will see with my coworker if its easy to reproduce the problem or if it is rare and completed random.

Regards,

Nathan Replied

9/12/2023 at 5:44 AM

Historically the bug was in SolidCP hammering the Smartermail API, not sure if the same applies now but it did a few years back.

Bruce Replied

9/12/2023 at 6:38 AM

I have been doing some testing with MSP Control. With both MSP Control and SolidCP, to delete a mailbox, you need to open the mailbox properties page in the control panel.

When accessing the mailbox properties page, an API call generates the auth-tokens.sbin file in the SmarterMail User folder. However, it always takes 15 seconds for this file to be created after the page has loaded.

There seems to be an issue with the API call that generates the auth-tokens.sbin file with the delay of 15 seconds it takes for SmarterMail to create the file. If during this 15-second delay the User or Domain is deleted, the auth-tokens.sbin file is created anyway, causing the deleted User folder to be re-created.

Is this enough information for SmaterTools to investigate? If not we plan to try and find which API call creates the auth-tokens.sbin file the User folder.

Zach Sylvester Replied

9/12/2023 at 4:53 PM

Employee Post

Hello,

We have identified the issue with the domain reappearing after being deleted and would appreciate if you could assist us in resolving it. Could you kindly share your IIS logs from the time when this issue occurred? This would enable us to determine the cause of the issue.

We suspect that your control panel may have been the source of the problem by repeatedly requesting the deletion of the domain from the server. Sérgio, I have an open ticket with you and kindly request that you provide the information using the instructions I have provided. To protect your anonymity, kindly attach the logs to the ticket and not this community thread.

Thank you.

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Sérgio Rocha Replied

9/13/2023 at 3:37 AM

Hi,

We had the log disable, but we will enable the logs and reproduce the problem.

I will follow the issue in the ticket.

Regards,

Bruce Replied

9/15/2023 at 4:00 AM

I have been testing the new Build 8657 deleting and the issue of the folders being re-created after users are deleted looks to be fixed.

Thank you SmaterTools.

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