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SM 8818: problem with reports or in the new SM ClamAV no longer works?
Problem reported by Gabriele Maoret - SERSIS - 2/28/2024 at 9:01 AM
Resolved
in the night between February 23rd and February 24th I updated from SM 8804 (custom build) to SM 8818 (official build).

Since then I no longer see any viruses detected in the report graphs (normally I had at least a dozen or more per day), see here:





The ClamD service seems to be working, but if I check the TASK MANAGER of Window I see that it always uses 0% CPU, as if it does nothing....



Is it a bug in the reports or is ClamAV actually no longer working?
Gabriele Maoret - Head of SysAdmins at SERSIS
Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

18 Replies

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0
Gabriele Maoret - SERSIS Replied
2/28/2024 at 9:13 AM
P.S.: Even Microsoft Defender seems to be not working...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
1
Brian Bjerring-Jensen Replied
2/28/2024 at 12:12 PM
Its working here...
1
Gabriele Maoret - SERSIS Replied
2/29/2024 at 1:08 AM
I think I've found the problem.
I have LOTS of error logs on ClamD in the "Spam Checks" LOG:

[2024.02.29] 00:01:00.795 [8034139 ClamD Checks error: s:/SmarterMail/Spool/SubSpool0/8034139.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool0/8034139.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.795 [8034184 ClamD Checks error: s:/SmarterMail/Spool/SubSpool5/8034184.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool5/8034184.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.796 [8034129 ClamD Checks error: s:/SmarterMail/Spool/SubSpool0/8034129.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool0/8034129.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.796 [8034113 ClamD Checks error: s:/SmarterMail/Spool/SubSpool4/8034113.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool4/8034113.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.797 [8034161 ClamD Checks error: s:/SmarterMail/Spool/SubSpool2/8034161.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool2/8034161.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.799 [8034100 ClamD Checks error: s:/SmarterMail/Spool/SubSpool1/8034100.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool1/8034100.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.800 [8034130 ClamD Checks error: s:/SmarterMail/Spool/SubSpool1/8034130.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool1/8034130.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.800 [8034150 ClamD Checks error: s:/SmarterMail/Spool/SubSpool1/8034150.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool1/8034150.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.800 [8034133 ClamD Checks error: s:/SmarterMail/Spool/SubSpool4/8034133.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool4/8034133.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.800 [8034095 ClamD Checks error: s:/SmarterMail/Spool/SubSpool6/8034095.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool6/8034095.eml: File path check failure: No such file or directory. ERROR
[2024.02.29] 00:01:00.802 [8034186 ClamD Checks error: s:/SmarterMail/Spool/SubSpool7/8034186.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/SubSpool7/8034186.eml: File path check failure: No such file or directory. ERROR


What could this problem be due to?
How can I solve it?


P.S.: 
this started immediately after the upgrade from 8804 (custom build) to the current 8818. Everything worked before.

Already tried restarting the server several times.
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
1
Brian Bjerring-Jensen Replied
2/29/2024 at 2:14 AM
Try stop using subspool folders. Maybe its permissions in the folders that have changed.
0
Gabriele Maoret - SERSIS Replied
2/29/2024 at 2:57 AM
Hi Brian! Thanks fo the suggestion

But, how can I do that?

I see that I can change the number of SubSpools, but I can't find where to disable them:



EDIT: I discovered it:


I'll try it now and see if it works...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
1
Gabriele Maoret - SERSIS Replied
2/29/2024 at 3:21 AM
Same issue even without SubPools:

[2024.02.29] 11:19:36.447 [8039283 ClamD Checks error: s:/SmarterMail/Spool/8039283.eml: File path check failure: No such file or directory. ERRORs:/SmarterMail/Spool/8039283.eml: File path check failure: No such file or directory. ERROR


Suggestions for what else to check/do?
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Brian Bjerring-Jensen Replied
2/29/2024 at 3:54 AM
Restart ClamD service. Restart Smartermail service.

Use windows Defender instead to see if it works.
0
Gabriele Maoret - SERSIS Replied
2/29/2024 at 9:58 AM
Windows Defender is active, but never catched a virus...

I already restarted all several times: tried single services (smartermail and/or ClamD) restart or entire Server (Windows) restart, nothing change...


I also tried uninstalling, rebooting, reinstalling and rebooting again: nothing....
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
1
Michael Replied
2/29/2024 at 1:03 PM
Yup seeming same issues in clam logs. Thanks for reporting. 
0
Gabriele Maoret - SERSIS Replied
2/29/2024 at 3:32 PM
I might have a clue:: could it be caused by how the .EML file paths are written?
In the LOGs I see that it uses "/" as a separator like in Linux paths, while in Windows the correct separator is "\".

Could this be the problem?

If so, is it a BUG or something else?
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Brian Bjerring-Jensen Replied
2/29/2024 at 3:37 PM
Same here

[2024.02.27] 11:07:19.888 [96829621 ClamD Checks error: C:/SmarterMail/Spool/196829621.eml: File path check failure: No such file or directory. ERROR

If you copy the folderpath and put it in the fileexplorer then it finds the folder allright so it shouldnt be a problem.
0
Gabriele Maoret - SERSIS Replied
2/29/2024 at 3:43 PM
Hi Brian!

You are right, I tested it in Explorer and even in CMD prompt: it works.

So it has to be something else... But I can't find what

I think maybe I should give up and open yet another ticket...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Brian Bjerring-Jensen Replied
2/29/2024 at 3:45 PM
There is something fishy...


The number changes in the .eml file. On the message ID it misses 1
1
Andrew Barker Replied
2/29/2024 at 3:52 PM
Employee Post
Brian -

That's normal. The messageID is generated by taking the last 8 characters of the EML file name and is used in the logs to identify lines associated with a given message.
Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
2/29/2024 at 3:56 PM
Ticket 144-2D73C70F-0B33 opened (with RSAA for WebAdmin and RDP).

Now I'm waiting...


NOTE: I'm seeing exactly the same problem (with the same LOGs) in 3 other separate SmarterMail servers, updated yesterday morning (I hadn't noticed the problem yet...): all updated from custom build 8804 (which had Clamav working fine ) to the latest 8818 (Clamav no longer works...)
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
4
Andrea Free Replied
2/29/2024 at 4:33 PM
Employee Post
Hi all,

This has been addressed in today's upcoming release of SmarterMail. Please take a moment ot upgrade over the weekend and let me know if this gets resolved on your end as well. 
Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com
1
Gabriele Maoret - SERSIS Replied
2/29/2024 at 4:35 PM
THX Andrea!

I'll update as soon as it's available, and then I'll let you know
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
4
Gabriele Maoret - SERSIS Replied
3/1/2024 at 2:48 AM
I can confirm that this issue is resolved in the latest 8825 release
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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