Smartertrack sends and receives messages multiple times

Problem reported by Roeland Buisman - 1/29/2019 at 6:05 AM

Submitted

Hello,

We have big issues with Smartertrack (self hosted) at this moment getting worse every day somehow.

At this moment all messages that we send and many messages that we receive are send or received multiple times.

I just tested different departments with different SMTP servers. complete different types of smtp servers) and all my tests send messages 4 times.

I tested on via Chrome, IE and Maxthon (clean installs) and it is all the same.

I have no idea what it can be, but this problem now and then happened since the new updates and the last days it is like this continuously.

Can you please let me know urgently how tro solve?

6 Replies

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Andrew Barker Replied

1/29/2019 at 7:31 AM

Employee Post

The only situation we are aware of that would cause duplication on both ingoing and outgoing messages is a misconfiguration in IIS. SmarterTrack is designed so that each installed instance only has a single configured IIS web site or application. Configuring multiple IIS websites to run against the same SmarterTrack instance, as shown in the below screenshot, will cause the background threads to be duplicated. Running multiple instances against the same database can cause many of the same issues. To resolve this situation, ensure that IIS is only running a single web site or application for each installation of SmarterTrack. Further, if you have multiple instance of SmarterTrack, make sure they each have their own database.

Incoming messages may be duplicated when the POP account configuration in SmarterTrack is set to "Keep on server" while pulling from an Outlook.com or Office 365 email address. In this scenario, we suggest that you set up a rule in your email account to copy every incoming email into an archive folder and disable the "Keep on server" setting for the POP account in SmarterTrack.

If neither of these applies to your situation, I suggest submitting a ticket so that we can provide more personalized assistance.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

Roeland Buisman Replied

1/29/2019 at 8:02 AM

Thank you for your answer. Unfortunately, neither of those situations are applicable for my installation. I already added a ticket to the supportpanel already But did not receive a reply yet.

Roeland Buisman Replied

1/30/2019 at 10:32 AM

Hi, Here an update. Today I hoped to solve the problem by changing to another server:

I changed fromW2012 to W2016
from shared to a VPS
from mysql 5.6 to 8.0
From the last build from smartertrack to the build from today (31-01-2019)

Then it seemed to work finefor an hour. But after an hour I have the same situation again. Most of my messages are sendout multipe times. (I did not see any incoming messages yet that where duplicated)

WhenI check the SMTP log, I can see that Smartertrack actually queues every email multiple times. so before the outgoing mailserver has beenreached:

18:18:34 Queuing E:\PROGRAMS\SMARTERTRACK\MRS\App_Data\Spool\out\70faf1d8fb364b859319bf68efdfac77.eml for delivery

the problem occures for every department, and the departments have different SMPT accounts on different types of servers. (some Office 365 and some others.

I already called to the helpdesk today and I understood that my ticket will get priority. I really hope that something can be done fast, as I have many complaining customers at the moment.

Roeland Buisman Replied

1/30/2019 at 11:39 AM

And another update. Also incoming messages are duplicated now all of them. It When sending an email to different departments with different mailservers (Pop or Office365Pop) messages are picked up and then duplicated as different ticket with different numbers.

Roeland Buisman Replied

1/31/2019 at 9:39 AM

Good afternoon,

It seems that the problem does not appear anymore today. Although I am not 100% sure. IF the issue has been solved now, this must be because I deleted the rebalancing rules. After I deleted those, there seems to be no problem anymore. Unfortunately I am not sure, because also in the past there where days without issues.

Anyway, If the rebalancing rules can have this effect it means that there is something wrong with that. So maybe you can check if it is in there.

Good to know is, that I only had rebalancing rules for 1 department. But all departments had issues.

If I see something new I will let you know. But I think it will be good to investigate this issue still.

Andrew Barker Replied

1/31/2019 at 2:52 PM

Employee Post

As mentioned in your ticket, the rebalancing rules will only transfer existing tickets between agents to more evenly distribute the workload. The rebalancing rules do not affect the sending or receiving of ticket messages. It is more likely that the timing of removing the rebalance rules and seeing the issue resolved was coincidental.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

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