[BETA 7314] SmarterMail Service crashed!

Problem reported by Alex Clarke - 1/14/2020 at 4:59 PM

Submitted

The SmarterMail Service just crashed for us.

Outlook wasn't opening on my laptop, so I rebooted. After rebooting and starting Outlook again I kept on receiving the credentials prompt, but my password wasn't accepted.

Turns out the SmarterMail Service had crashed - I doubt this had anything to do with the laptop reboot.

Here's the relevant event from the server log.

Faulting application name: MailService.exe, version: 100.0.7314.21902, time stamp: 0x5e18cc16 Faulting module name: ntdll.dll, version: 6.3.9600.19478, time stamp: 0x5d6aa558 Exception code: 0xc00000fd Fault offset: 0x0000000000030f56 Faulting process ID: 0x16fc Faulting application start time: 0x01d5c8d9cfd2906a Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe Faulting module path: C:\Windows\SYSTEM32\ntdll.dll Report ID: c9a4b139-3726-11ea-80c6-54bf64fc2903 Faulting package full name: Faulting package-relative application ID:

10 Replies

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Alex Clarke Replied

1/14/2020 at 5:44 PM

This service has just crashed again!

Slightly different error this time.

Faulting application name: MailService.exe, version: 100.0.7314.21902, time stamp: 0x5e18cc16 Faulting module name: clr.dll, version: 4.8.4069.0, time stamp: 0x5dc6126c Exception code: 0xc00000fd Fault offset: 0x0000000000021730 Faulting process ID: 0x770 Faulting application start time: 0x01d5cb385d7ad719 Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll Report ID: 3e2fb5a2-372f-11ea-80c7-54bf64fc2903 Faulting package full name: Faulting package-relative application ID:

Alex Clarke Replied

1/14/2020 at 7:31 PM

And it’s crashed again... same error as above.

Alex Clarke Replied

1/14/2020 at 7:36 PM

Just crashed again, with this error...

Faulting application name: MailService.exe, version: 100.0.7314.21902, time stamp: 0x5e18cc16 Faulting module name: ntdll.dll, version: 6.3.9600.19478, time stamp: 0x5d6aa558 Exception code: 0xc00000fd Fault offset: 0x0000000000030d62 Faulting process ID: 0x7ec Faulting application start time: 0x01d5cb4ae4cbac3b Faulting application path: C:\Program Files (x86)\SmarterTools\SmarterMail\Service\MailService.exe Faulting module path: C:\Windows\SYSTEM32\ntdll.dll Report ID: 783eaf5f-373f-11ea-80c7-54bf64fc2903 Faulting package full name: Faulting package-relative application ID:

Alex Clarke Replied

1/15/2020 at 2:51 AM

We're now seeing crashes every 10 minutes.

An emergency ticket (264-25B18E6B-0029) has been logged with ST and they're investigating.

Larry Duran Replied

1/15/2020 at 9:55 AM

Employee Post

Hey Alex, we are looking into the problem and we'll keep you informed through the emergency support ticket. Thanks.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Alex Clarke Replied

1/15/2020 at 10:54 AM

Thanks Larry.

The crashing issue has (I suspect) caused the other issues we're seeing with corrupt .json files, messages being stuck in the spool, users' Inboxes completely wiping themselves out, etc.

We're now running Build 7262 (Nov 19, 2019), which I believe is a production release that hasn't been made public yet.

Still seeing the above issues, but your support team are working on it.

Larry Duran Replied

1/15/2020 at 11:53 AM

Employee Post

I agree, the issues are probably compounding themselves. We'll keep working with support to triage the different problems.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Sérgio Rocha Replied

1/17/2020 at 11:50 AM

Since the upgrade to v17 (7242), Smartermail service is very unstable, some times is running but dont accept authetication or other type od errors that go with service restart, and other times the service just stop:

Faulting application name: MailService.exe, version: 100.0.7242.24586, time stamp: 0x5db9f50c Faulting module name: clr.dll, version: 4.7.3062.0, time stamp: 0x5ab9567c Exception code: 0xc0000005 Fault offset: 0x00000000000b76fa Faulting process id: 0xe4 Faulting application start time: 0x01d5cbcd798798c2 Faulting application path: D:\SmarterTools\SmarterMail\Service\MailService.exe Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll Report Id: 131bf03a-3952-11ea-80ed-001555000169 Faulting package full name: Faulting package-relative application ID:

and

Application: MailService.exe Framework Version: v4.0.30319 Description: The process was terminated due to an internal error in the .NET Runtime at IP 00007FFF8BA676FA (00007FFF8B9B0000) with exit code 80131506.

Regards,

Tim Uzzanti Replied

1/17/2020 at 12:23 PM

Employee Post

Please install build 7320. We did a lot of profiling and debugging with a number of customers and this build includes a number of fixes from those those efforts.

Tim Uzzanti

CEO

SmarterTools Inc.

www.smartertools.com

Sérgio Rocha Replied

1/20/2020 at 9:24 AM

Hi Tim,

Thanks for your response, I will upgrade.

Can I use my license or I need to use the key for beta realase?

Thanks,

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