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    Dagent and Gateway Crashed after receiving email from Outlook using RTF

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    • fbartels
      fbartels Kopano @compsos-shiena last edited by

      Hi @compsos-shiena ,

      I’ve removed sensitive data from the ticket and made https://jira.kopano.io/browse/KC-556 public.

      Can you provide an eml of such a mail (the easiest is to configure the dagent to log_raw_message = yes).

      Regards Felix

      Resources:
      https://kopano.com/blog/how-to-get-kopano/
      https://documentation.kopano.io/
      https://kb.kopano.io/

      Support overview:
      https://kopano.com/support/

      1 Reply Last reply Reply Quote 0
      • compsos-shiena
        compsos-shiena last edited by

        Hi Felix,

        I enabled the log_raw_message = yes and restarted the dagent, I checked the /tmp/ for an eml file but the email that was on queue in NethServer postfix is not there as yet, as probably it was not processed by Kopano as yet.

        I saved the email that I sent from my test Outlook as EML - it can be found here.

        I was trying to replicate the same scenario and was not able to ask the sender to resend the same email as it will be stuck in the queue.
        We have NethServer which has postfix, which then uses LMTP to deliver to Kopano. Kopano is installed in Debian separately. We have been receiving and sending emails with attachments OK. There was no update on Kopano, it was fresh install last August using version 8.4.

        Thanks again

        1 Reply Last reply Reply Quote 0
        • umgfoin
          umgfoin last edited by

          Hello folks,
          probably related: Crash in gateway 8.4.90.492:

           ----------------------------------------------------------------------
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Fatal error detected. Please report all following information.
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Application kopano-gateway version: 8.4.90.492
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] OS: Linux, release: 2.6.32-042stab120.20, version: #1 SMP Fri Mar 10 16:52:50 MSK 2017, hardware: x86_64
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Thread name: kopano-gateway
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Peak RSS: 679744
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Pid 28199 caught SIGSEGV (11), traceback:
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Backtrace:
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #0. /usr/lib64/libkcutil.so.0(+0x29eab) [0x7f76f64faeab]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #1. /usr/lib64/libkcutil.so.0(+0x2320f) [0x7f76f64f420f]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #2. /usr/lib64/libkcutil.so.0(_ZN2KC23generic_sigsegv_handlerEPNS_8ECLoggerEPKcS3_iPK7siginfoPKv+0x1d0) [0x7f76f64f4580]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #3. /lib64/libpthread.so.0(+0xf7e0) [0x7f76f590d7e0]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #4. /usr/lib64/kopano/libkcclient.so(+0xaa518) [0x7f76eb03f518]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #5. /usr/lib64/kopano/libkcclient.so(+0xa94ef) [0x7f76eb03e4ef]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #6. /usr/lib64/kopano/libkcclient.so(+0xa9699) [0x7f76eb03e699]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #7. /usr/lib64/libkcmapi.so.0(_ZN2KC9ECUnknown7SuicideEv+0x1b) [0x7f76f674b73b]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #8. /usr/lib64/libkcmapi.so.0(_ZN2KC9ECUnknown7ReleaseEv+0x83) [0x7f76f674bad3]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #9. /usr/lib64/kopano/libkcclient.so(+0x5a8d4) [0x7f76eafef8d4]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #10. /usr/lib64/kopano/libkcclient.so(+0x5a949) [0x7f76eafef949]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #11. /usr/lib64/libkcmapi.so.0(_ZN2KC9ECUnknown7SuicideEv+0x1b) [0x7f76f674b73b]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #12. /usr/lib64/libkcmapi.so.0(_ZN2KC9ECUnknown7ReleaseEv+0x83) [0x7f76f674bad3]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #13. /usr/lib64/libmapi.so.1(+0x2e709) [0x7f76f69a9709]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #14. /usr/lib64/libmapi.so.1(+0x2786a) [0x7f76f69a286a]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #15. /usr/lib64/libmapi.so.1(+0x278c9) [0x7f76f69a28c9]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #16. /usr/lib64/libmapi.so.1(+0x1a762) [0x7f76f6995762]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #17. /usr/sbin/kopano-gateway() [0x40a24a]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #18. /usr/sbin/kopano-gateway() [0x414137]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #19. /usr/sbin/kopano-gateway() [0x414599]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #20. /usr/sbin/kopano-gateway() [0x408e1c]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #21. /lib64/libpthread.so.0(+0x7aa1) [0x7f76f5905aa1]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] #22. /lib64/libc.so.6(clone+0x6d) [0x7f76f3b78bcd]
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Signal errno: Success, signal code: 1
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Sender pid: 64, sender uid: 0, si_status: -360811352
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] Signal value: -360811352, faulting address: 0x40
Wed Oct 18 18:34:26 2017: [kopano-gateway|T9012] [crit   ] When reporting this traceback, please include Linux distribution name (and version), system architecture and Kopano version.
Thu Oct 19 09:19:03 2017: [kopano-gateway|T1007] [ notice] Starting kopano-gateway version 8.4.90.492 (pid 1007)

          ++umgfoin

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          • lherrmann
            lherrmann last edited by fbartels

            Hi @compsos-shiena,

            I tried to reproduce this for the version 8.4.90.492-0+85.1 , but I couldn’t get the same logfile.

            EDIT: looking further into the eml file it actually does not include an rtf part, but just plain and html.

            1 Reply Last reply Reply Quote 0
            • compsos-shiena
              compsos-shiena last edited by

              Hi umgfoin,

              The error we got is more on libkcinetmapi I think, your log seems to be more on libmapi, but I’m not sure.

              Hi lherrmann,

              Thanks for your time trying to reproduce the issue.
              Re. RTF part, how about this part on the eml, would that be the part you’re after?
              0_1508456784966_0d5f336a-a9dd-4ea2-9e74-7cc11ca33eef-image.png

              I setup IMAP on Outlook and enabled “Send using Outlook Rich Text format” under Options -> Mail. Then send myself a test email by selecting “Rich Text” as format, then formatting my text on the body (i.e. made it bold, etc). That’s when I get the error as per my original message.

              0_1508457053186_c1368418-feac-474f-aa1d-ee81680a5cb2-image.png
              0_1508457029136_606d7b53-ce63-4411-832c-ca554e849848-image.png

              fbartels 1 Reply Last reply Reply Quote 0
              • fbartels
                fbartels Kopano @compsos-shiena last edited by fbartels

                Hi @compsos-shiena ,

                yes that is the part we have also seen in your eml. it actually does not contain rtf, but is already converted from rtf to html. But unfortunately neither with your eml nor when hooking up Outlook via imap and setting the format to rtf we could observe a crash of the dagent.

                Regards Felix

                Resources:
                https://kopano.com/blog/how-to-get-kopano/
                https://documentation.kopano.io/
                https://kb.kopano.io/

                Support overview:
                https://kopano.com/support/

                1 Reply Last reply Reply Quote 0
                • compsos-shiena
                  compsos-shiena last edited by

                  Hi Felix,

                  The eml file was from the Sent folder, and not from the Inbox as it would not deliver to the Inbox. due to the crash. Would that be ok as an eml sample?

                  fbartels 1 Reply Last reply Reply Quote 0
                  • fbartels
                    fbartels Kopano @compsos-shiena last edited by

                    Hi @compsos-shiena ,

                    if you can reproduce the crash with the eml from the sent items we would of course love to have a look at this mail. If you cannot get the dagent to dump the raw message then an alternative approach could be to dump the message directly from the postfix queue. Step 2 in https://www.wirehive.com/5-top-tips-reviewing-postfix-mail-queue/ explains how.

                    Regards Felix

                    Resources:
                    https://kopano.com/blog/how-to-get-kopano/
                    https://documentation.kopano.io/
                    https://kb.kopano.io/

                    Support overview:
                    https://kopano.com/support/

                    1 Reply Last reply Reply Quote 0
                    • compsos-shiena
                      compsos-shiena last edited by

                      Hi Felix,

                      I sent another test email from Outlook 2016 with Rich Text enabled and formatting was enabled on text. It was then stuck in queue.
                      0_1508891510470_de0ba9a2-872c-4383-a7b3-96c31fec0c6c-image.png
                      I then followed step 2 from your link and saved the file, it can be viewed here https://www.dropbox.com/s/krkysnet4nv0v19/test-dagentcrash-251020171018.txt?dl=0

                      Postfix on NethServer maillog when I tried to send the test email to myself was:

                      Oct 25 10:23:53 srv postfix/qmgr[1982]: 543A560005A00: from=<shiena@compsos.com.au>, size=292819, nrcpt=1 (queue active) Oct 25 10:23:53 srv postfix/lmtp[16813]: 543A560005A00: to=<shiena@compsos.com.au>, relay=mailx[192.168.35.3]:2003, delay=350, delays=349/0.11/0.04/0.12, dsn=4.4.2, status=deferred (lost connection with mailx[192.168.35.3] while sending end of data -- message may be sent more than once)

                      Kopano Dagent log file:

                      Wed Oct 25 10:23:53 2017: [info   ] [14111] Accepted connection from [::ffff:192.168.35.1]:41794
Wed Oct 25 10:23:53 2017: [info   ] [17398] Starting worker for LMTP request pid 17398
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Kopano Directory Service"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Private Folders"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Public Folders"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 220 2.1.5 LMTP server is ready
Wed Oct 25 10:23:53 2017: [debug  ] [17398] > LHLO srv.compsos.com.au
Wed Oct 25 10:23:53 2017: [debug  ] [17398] LHLO ID: srv.compsos.com.au
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 250-SERVER ready
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 250-PIPELINING
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 250-ENHANCEDSTATUSCODE
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 250 RSET
Wed Oct 25 10:23:53 2017: [debug  ] [17398] > MAIL FROM:<shiena@compsos.com.au>
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 250 2.1.0 Ok
Wed Oct 25 10:23:53 2017: [debug  ] [17398] > RCPT TO:<shiena@compsos.com.au>
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Resolved command "RCPT TO:<shiena@compsos.com.au>" to recipient address "shiena@compsos.com.au"
Wed Oct 25 10:23:53 2017: [notice ] [17398] Resolved recipient shiena@compsos.com.au as user shiena
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 250 2.1.5 Ok
Wed Oct 25 10:23:53 2017: [debug  ] [17398] > DATA
Wed Oct 25 10:23:53 2017: [debug  ] [17398] < 354 2.1.5 Start mail input; end with <CRLF>.<CRLF>
Wed Oct 25 10:23:53 2017: [debug  ] [17398] PYTHONPATH = /usr/share/kopano-dagent/python
Wed Oct 25 10:23:53 2017: [info   ] [17398] * Loading plugins started
Wed Oct 25 10:23:53 2017: [info   ] [17398] ** Checking plugins in /var/lib/kopano/dagent/plugins
Wed Oct 25 10:23:53 2017: [info   ] [17398] * Loading plugins done
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Kopano Directory Service"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Private Folders"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Public Folders"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Kopano Directory Service"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Private Folders"
Wed Oct 25 10:23:53 2017: [debug  ] [17398] Initializing provider "Public Folders"
Wed Oct 25 10:23:53 2017: [info   ] [17398] Mail will be delivered in Inbox
Wed Oct 25 10:23:53 2017: [crit   ] [17398] ----------------------------------------------------------------------
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Fatal error detected. Please report all following information.
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Application kopano-dagent version: 8.4.90
Wed Oct 25 10:23:53 2017: [crit   ] [17398] OS: Linux, release: 3.16.0-4-amd64, version: #1 SMP Debian 3.16.43-2+deb8u5 (2017-09-19), hardware: x86_64
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Thread name: kopano-dagent
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Peak RSS: 25276
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Pid 17398 caught SIGSEGV (11), traceback:
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Backtrace:
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #0. /usr/lib/libkcutil.so.0(+0x2898d) [0x7fd6bd10398d]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #1. /usr/lib/libkcutil.so.0(+0x21e4f) [0x7fd6bd0fce4f]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #2. /usr/lib/libkcutil.so.0(_ZN2KC23generic_sigsegv_handlerEPNS_8ECLoggerEPKcS3_iPK9siginfo_tPKv+0x1c1) [0x7fd6bd0fd1c1]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #3. /lib/x86_64-linux-gnu/libpthread.so.0(+0xf890) [0x7fd6b9c96890]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #4. /usr/lib/x86_64-linux-gnu/libstdc++.so.6(_ZNSt8__detail15_List_node_base7_M_hookEPS0_+0xf) [0x7fd6b8e424bf]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #5. /usr/lib/libkcinetmapi.so.0(+0x728d0) [0x7fd6bd85c8d0]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #6. /usr/lib/libkcinetmapi.so.0(+0x58d56) [0x7fd6bd842d56]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #7. /usr/lib/libkcinetmapi.so.0(+0x576ef) [0x7fd6bd8416ef]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #8. /usr/lib/libkcinetmapi.so.0(+0x5862a) [0x7fd6bd84262a]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #9. /usr/lib/libkcinetmapi.so.0(+0x5a05b) [0x7fd6bd84405b]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #10. /usr/lib/libkcinetmapi.so.0(+0x5b334) [0x7fd6bd845334]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #11. /usr/lib/libkcinetmapi.so.0(_ZN2KC8IMToMAPIEP12IMAPISessionP9IMsgStoreP9IAddrBookP8IMessageRKSsNS_16delivery_optionsE+0x12e) [0x7fd6bd848f7e]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #12. /usr/sbin/kopano-dagent() [0x4102ce]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #13. /usr/sbin/kopano-dagent() [0x415329]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #14. /usr/sbin/kopano-dagent() [0x416a31]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #15. /usr/sbin/kopano-dagent() [0x4176a7]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #16. /usr/sbin/kopano-dagent() [0x41a12a]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #17. /usr/lib/libkcutil.so.0(_ZN2KC18unix_fork_functionEPFPvS0_ES0_iPi+0x6d) [0x7fd6bd1019ad]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #18. /usr/sbin/kopano-dagent() [0x40bab7]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #19. /lib/x86_64-linux-gnu/libc.so.6(__libc_start_main+0xf5) [0x7fd6b8532b45]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] #20. /usr/sbin/kopano-dagent() [0x40ccff]
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Signal errno: Success, signal code: 1
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Sender pid: -1532713817, sender uid: 0, si_status: 0
Wed Oct 25 10:23:53 2017: [crit   ] [17398] User time: 0, system time: 0, signal value: 0
Wed Oct 25 10:23:53 2017: [crit   ] [17398] Faulting address: 0xa4a4a4a7, affected fd: 0
Wed Oct 25 10:23:53 2017: [crit   ] [17398] When reporting this traceback, please include Linux distribution name (and version), system architecture and Kopano version.

                      I looked at the Kopano Gateway log, but there was no log during that time when I tried to send the email.

                      Thanks again

                      fbartels 1 Reply Last reply Reply Quote 0
                      • fbartels
                        fbartels Kopano @compsos-shiena last edited by

                        @compsos-shiena said in Dagent and Gateway Crashed after receiving email from Outlook using RTF:

                        it can be viewed here

                        Ah, that already looks a lot more like an rtf body part. I’ll see if I can have someone test this in the next few days.

                        @compsos-shiena said in Dagent and Gateway Crashed after receiving email from Outlook using RTF:

                        I looked at the Kopano Gateway log, but there was no log during that time when I tried to send the email.

                        Yes, I should have pointed that out earlier. the dagent and the gateway are not directly connected. the dagent is used to deliver mails from the mta to kopano-server, while the gateway is utilised if you open stores via pop3/imap.

                        Regards Felix

                        Resources:
                        https://kopano.com/blog/how-to-get-kopano/
                        https://documentation.kopano.io/
                        https://kb.kopano.io/

                        Support overview:
                        https://kopano.com/support/

                        1 Reply Last reply Reply Quote 0
                        • lherrmann
                          lherrmann last edited by

                          I tested this again, but no error messages came up in the agent.log file. Just one warning message (which can be ignored):

                          Mon Oct 30 10:26:54 2017: [26413] [warning] TNEF attachment saving failed: 0x80004002

                          I tested this with 8.4.90

                          1 Reply Last reply Reply Quote 0
                          • compsos-shiena
                            compsos-shiena last edited by

                            Hello lherrmann and fbartels,

                            Do you think it’s the libraries we have installed like libkcutil, libpthread, libstdc++, libkcinetmapi causing our issue?
                            I attached the result of dpkg-query from our server https://www.dropbox.com/s/3kda0edsmibdsn0/dpkg-query.txt?dl=0
                            Thanks

                            fbartels 1 Reply Last reply Reply Quote 0
                            • fbartels
                              fbartels Kopano @compsos-shiena last edited by

                              Hi @compsos-shiena ,

                              you are running quite an old version of Kopano Core. You could try if upgrading solves the issue for you.

                              Regards Felix

                              Resources:
                              https://kopano.com/blog/how-to-get-kopano/
                              https://documentation.kopano.io/
                              https://kb.kopano.io/

                              Support overview:
                              https://kopano.com/support/

                              1 Reply Last reply Reply Quote 0
                              • compsos-shiena
                                compsos-shiena last edited by

                                Hi Felix,

                                The boss is currently away so I’m not doing an update as yet, I will let you know once I’ve done the update and hopefully if it fixed that issue.
                                Thank you all for your help.

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