Heads up 8762 update gone wrong from 8664.
Problem reported by Brian Bjerring-Jensen - 1/1/2024 at 10:04 AM
Had to open an emergency ticket to get the mailserver back online.

Updated from 8664 and initially installed dotnet8. Server came back and wouldnt come online.

Uninstalled 8762 and downgraded to 8664. Same issues. Server wouldnt come back online.

All mailservices were down.

Kyle made in come back be deleting corrupted JSON files and he couldnt get 8762 running either. It is reported to development since he hasnt seen anything like it before.

Just a heads up to people thinking of upgrading.

8 Replies

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Tan Replied
Indeed scary, thanks for sharing
Webio Replied
Is there any KB article telling how to debug this kind of situations (like where startup logs are being generated - event log or some file insidde SM dir) ? If not then maybe it would be good to have one with at least suggestions where to look for suggestions what could go wrong.

I had situation some years ago where I'm not sure how but domain has been added using API as "something@domain.com" instead of "domain.com". SM instance worked just fine until restart and then I could not start it. Emergency ticket was needed which obviously I had to buy. If I would know where to look for clues what could go wrong I could handle this situation on my own (simple XML entry removal would fix my problem).

Probably .NET Core version produces more logging in Event log than previous .NET Framework versions. Does mentioned JSON corruption was also there?
Kyle Kerst Replied
Employee Post
In Brian's case I ended up finding out the installer was failing to download pre-requisites (the ARR router and URL Rewrite components) and so while the install was ultimately successful, the necessary prerequisites were missing and so SmarterMail failed to present as you'd expect. The only signs that this was happening were 1) an error being displayed during the installer process and 2) the missing prerequisites per the readme in our installer and so it did take a little bit of poking around to confirm that was what was happening. I'm digging into why Brian's environment is having issues reaching those pieces and will be discussing measures to prevent this in the future with development. 
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
Ron Raley Replied
I'm wondering if these IIS components should be downloaded and installed vs using the SmarterMail installer.  Maybe it makes a difference.  Maybe not.
Sabatino Replied
But a separate installation program with all the prerequisites, with all the checks that everything has installed correctly?
Sabatino Traini Chief Information Officer Genial s.r.l. Martinsicuro - Italy
Ron Raley Replied
Yes. Like update to .NET 8 independently. Install ARR. But maybe this has to do with nothing. Just pondering.
Patrick Jeski Replied
Ron, that’s what I did for my business server. Everything I did to fix the home server, I did preemptively to the work server. Just waiting on a couple answers re .well-known and BIMI prior to proceeding. 
Brian Bjerring-Jensen Replied
If the ARR URL was offline for a reason then the installation would fail.

The server resolves to everything else just fine so the problem is maybe temporary.

I suggested to Kyle that ARR installer should be a part of the package so these things wouldnt happen.

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