How can I diagnose problems with WorkgroupMail v7?

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  5. How can I diagnose problems with WorkgroupMail v7?

Symptoms

The WorkgroupMail service or Administrator may:-

  • crash unexpectedly.
  • have performance issues such as excessive CPU or memory usage.
  • not be performing as expected.

Detail

  • Run the Diagnostics utility (Edit, Run Diagnostics). If the Administrator is unable to connect to localhost on the SMTP, POP3 and IMAP ports then check that the WorkgroupMail server program is running. If the server program will not start then check that the licenced number of users has not been exceeded in the Administrator.
  • Check that you are not running low on disk space.
  • Make sure that you are running the latest version of WorkgroupMail v7, which you can download from our website at http://www.workgroupmail.com/download.asp. Stop the WorkgroupMail server program and the Administrator program. Run the downloaded setup program and install as prompted, to retain your settings.
  • If running WorkgroupMail as a service, please ensure that you are using a dedicated user account with administrator permissions and full access permissions to the WorkgroupMail folder tree. Stop the WorkgroupMail service and temporarily run WorkgroupMail as an executable (click Start, Run and browse to the file wmsvc.exe in the WorkgroupMail installation folder). This will generally give better error reporting dialogues. NB. The service will restart automatically when the server is rebooted.
  • Check that you are not configured as an open relay. In the Administrator, click View, Summary and if you are then follow the links to correct this.
  • Temporarily disable any Anti-Virus program to eliminate this as a cause of the problem. The WorkgroupMail data folder structure should be excluded from the virus protection program.
  • If sending/receiving through an ISP, remove the schedule for sending and receiving the mail with the ISP and see if internal mail can be sent and received without problem.
  • If configured to send mail directly, check that you do not have an outgoing message that is looping. Pause the WorkgroupMail server by right clicking the icon in the system tray and selecting Pause. (To do this the server must be running as an executable. If it is running as a service, first stop the service and click Start, Run and select the file wmsvc.exe from the WorkgroupMail installation folder.) Pausing the server will stop messages being sent out but messages will still be received by SMTP. Check any messages in the Outgoing Queue to ensure that they are not being sent to a domain that resolves to 127.0.0.1.

    Open a command prompt and type ‘nslookup -qt=mx domain.com.’ Substitute domain.com with the part of the destination email address after the @ symbol and remember to include the trailing period at the end. In the report that is produced, check that the IP address of the server named in the MX record is not 127.0.0.1. If it is, delete the message from the Outgoing Queue and ensure that messages are not sent to this domain again. If using the Content Filtering plug-in, create a rule to quarantine such messages. Alternatively, removing the entries 127.0.0.1 and ‘localhost’ from the trusted hosts list will prevent looping in the future, but note that this will also prevent messages being sent from WebMail and a mail client on the server computer.

  • (Enterprise and Professional only). Disable SPAM filtering to eliminate this as a cause of the problem. Double click the SPAM Filtering icon and select the option ‘Do not check for junk mail’.
  • (Enterprise and Professional only). Delete or disable all of the plug-ins from the Administrator program to eliminate these as a possible cause. (The settings for these and the necessary program files will not be deleted, so that they can be re-imported later). If this is successful, re-introducing the plug-ins one at a time will identify where the problem lies. If the problem lies with the Content Filtering plug-in, disable all rules an

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