SM stops responding.. web interface says: Oops
Problem reported by Richard Frank - 12/7/2014 at 2:54 AM
Submitted
I opened a ticket for this, but to let you know, or you might have an answer:
 
Since upgrading to 13.1.5451 (from 12.4.5364 last Friday) Smartermail crashes within 24 hours
The webinterface says.. Oops.. some problem.. error is logged
first.. where do I find that error log?
second: no hardware issues.. no memory problems, harddisks ok.
After shutdown & restart of the server, smartermail functions for approx 20 hours, Than the webinterface shows the Oops page again .. smtp pop etc is all not responding.
I uninstalled 13.1.5451 then rebooted the server, then installed Smartermail again.
 
eventlog says
Application information:
    Application domain: /LM/W3SVC/1/ROOT-1-130624190752872153
    Trust level: Full
    Application Virtual Path: /
    Application Path: C:\Program Files (x86)\SmarterTools\SmarterMail\MRS\
    Machine name: CONDOR
 
Process information:
    Process ID: 2964
    Process name: w3wp.exe
    Account name: NT AUTHORITY\NETWORK SERVICE
 

If anyone has a clue it's very appreciated.

windows 2008 r2 all updates etc.

18 Replies

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0
Richard Frank Replied
I noticed just befor the smartermail service stops responding the memory usages is twice of what it normally is.
Restarting the Smartermail Service doesn't solve the problem.
IISreset /restart fails to complete
so only restart of server helps.
0
David Fisher Replied
Hi Richard,

You can view the log via the following path :

C:\Program Files\SmarterTools\SmarterMail\MRS\App_Data\Logs
(Your path could start differently, but it is in the SmarterMail installation directory under MRS\App_Data\Logs)

You can also view it via the web interface Error Log if you can get into the interface long enough to do that.

I also had a similar issue with the upgrade, my issue was solved when I removed the CUSTOMSKIN I had. So not sure if this will fix yours, but look for any CustomSkins.

-dave
0
Richard Frank Replied
Hi Dave,
I use the default skin.
I do see a lot of these in the error log

[CurrentUser: unknown]
[7-12-2014 0:13:03]
https://mail.soko.nl/Microsoft-Server-ActiveSync?Cmd=Sync&User=my@email.com&DeviceId=SEC1CBB39891AFF7&DeviceType=SAMSUNGGTI9300
I editted the email address.

System.Exception: Null exception (likely a 404 or something else produced by IIS)
Application Error

0
Richard Frank Replied
It looks like the msi installer I used (I normally use the .exe) to reinstall SM again (third time) also installed the SMwebservice (I didn't ask for that), but moreover it was enabled, while I never had it enabled.
I have never had this at hand that the SMwebservice was enabled  together with IIS.
 
So I stopped the SMwebservice and disabled it now.
 
those 404 errors in the error log are gone too.
0
Richard Frank Replied
the disabling of the smwebservice wasn't the solution unfortunately.. that was just an extra thing that went wrong with reinstalling SM with the MSI installer for a change.
 
But now I disabled ClamAV because that was also memory consuming..
 
now SM is running fine for a few hours
0
Richard Frank Replied
It seems that it is not all ok. After a while the smarter mail service still stops responding.
And it seems that memory usage keeps accumulating more and more.
 
 
0
Richard Frank Replied
SmarterTools has responded and worked on the server. Now we have to wait and see if all stays stable.
0
Richard Frank Replied
I notice a lot of 404 errors in httperr files
 
if others have an idea. I had some help yesterday from support. What he did was reinstall (what I already did multiple times) .. But no responses or reactions today.. :(
 
So I am looking here for help.
 
Can someone help me with a link for a download of a other 13.0 SM download?
 
2014-12-08 14:31:37 82.122.84.186 50142 80.242.238.152 443 HTTP/1.1 GET / 404 - NotFound -
2014-12-08 14:31:38 188.207.112.66 3623 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?User=&DeviceId=ApplC39K43MPDTWG&DeviceType=iPhone&Cmd=Ping 404 - NotFound -
2014-12-08 14:31:40 145.108.173.88 53868 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:41 84.85.157.185 56432 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:41 84.85.157.185 56433 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:41 213.52.176.37 44033 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?Cmd=Sync&User=niels%40torenstra.com&DeviceId=SEC11824D594797D&DeviceType=SAMSUNGGTI8190 404 - NotFound -
2014-12-08 14:31:43 62.234.40.111 53015 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:43 80.61.207.63 49439 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:46 217.121.228.60 56564 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:48 92.65.58.189 33979 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?Cmd=Sync&User=bernard%40lokoled.nl&DeviceId=SEC1CBB39891AFF7&DeviceType=SAMSUNGGTI9300 404 - NotFound -
2014-12-08 14:31:51 145.108.173.88 53873 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:51 84.85.157.185 56434 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:51 84.85.157.185 56435 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:54 62.234.40.111 53017 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:54 80.61.207.63 49440 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:31:56 213.52.176.37 36282 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?Cmd=Sync&User=niels%40torenstra.com&DeviceId=SEC11824D594797D&DeviceType=SAMSUNGGTI8190 404 - NotFound -
2014-12-08 14:31:56 92.65.58.189 51891 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?Cmd=Sync&User=bernard%40lokoled.nl&DeviceId=SEC1CBB39891AFF7&DeviceType=SAMSUNGGTI9300 404 - NotFound -
2014-12-08 14:31:56 217.121.228.60 56567 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:32:00 80.242.238.134 1864 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?jAATBBC1+A0iCiIN5+m+ZTEFS5mRBAIAAAADV1A4 404 - NotFound -
2014-12-08 14:32:00 92.65.58.189 49391 80.242.238.152 443 HTTP/1.1 POST /Microsoft-Server-ActiveSync?Cmd=Sync&User=bernard%40lokoled.nl&DeviceId=SEC1CBB39891AFF7&DeviceType=SAMSUNGGTI9300 404 - NotFound -
2014-12-08 14:32:02 145.108.173.88 53875 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:32:02 84.85.157.185 56436 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:32:02 84.85.157.185 56437 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:32:05 62.234.40.111 53018 80.242.238.152 443 HTTP/1.1 POST /Services/svcRealTimeService.asmx/GetUpdates 404 - NotFound -
2014-12-08 14:32:05 80.61.207.63 49442 80.242.238.152 443 HTTP/1.1
1
Emmet McGovern Replied
Shot in the dark.  Have you tried switching from integrated pipeline to classic mode or vice versa in your application pool?
0
Richard Frank Replied
thnx for the tip. I immediately tried that. That results in a 404
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Richard Frank Replied
Arggg I am so frustrated.. it seems support doesn't have a solution..
Even asks if it is a VM and to check the host..
NO.. it is not.. that is ease to see.. Virtual servers have virtual nic's, VMWare tools installed. One can see that..
 
And then .. the ticketing system.. Support asks a question.. I respond asap.. and then waiting for hours. :( there is not enough communication.
 
Has anyone a link for me to download version 13.0.x?
Can I go back to 12.4/5 whatever?
 
0
David Fisher Replied
Hi Richard, You should be fine with going back to 12.5.x version, I do not see any issue with that, you can also try out version 13.0, I had to downgrade, I was given a custom build that addressed an issue I had with XMPP, that url is in the community forum : https://portal.smartertools.com/community/a855/smartermail-v13_0_5430-xmpp-issue.aspx Contacting Sales via chat might get you a prior build url too. I think due to the holiday season they are short staffed. -dave
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Richard Frank Replied
HI David, Thanks for the link. I have installed that version. I hope that version will run on my server :) Holiday season aha :) if this server keeps running.. than it's my holiday :D and.. I read befor that there was some conversion with major upgrades.. maybe not with 12 to 13 but I have to be sure :)
0
Richard Frank Replied
David, You saved me! The mailservice is running since the downgrade without a single crash.
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Steve Reid Replied
Holiday season? It's not a holiday season yet.
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Richard Frank Replied
That is not comforting..
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Falk Brockerhoff Replied
Richard Frank, did you tried the minor upgrade to 13.1.5451 and does the bug still exists there? Thanks in advance, Falk
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Richard Frank Replied
Hi Falk, that is the update where my problem started with. But ST has since that problem investigating this problem and supporting me in a good way. We decided to continue after the new year, I had holiday too. Today I received a ticket update with a custom build update for my problem and I am going to install it tonight.

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