SMTP Based Export Fails with a Crash When Indivdual Conversations Contain Thousands of Messages

Article:TECH93049  |  Created: 2009-01-24  |  Updated: 2012-07-20  |  Article URL http://www.symantec.com/docs/TECH93049
Article Type
Technical Solution

Product(s)

Issue



No messages are exported. The export history shows the following error message:

Unknown error

No IM conversations are exported.

To view the export history perform the following steps from the IM Manager Administration Console:

1. Click on the Administration tab.
2. Click on Configuration|Export menu item.
3. Click on the History icon for the export job.

 

Conditions

  • Export job is an SMTP-based export job
    1. Open the IM Manager Administration Console.
    2. Click the Administration tab.
    3. Click the Configuration > Export menu item.
    4. Click the Edit icon for the export job.
    5. If there is an Output Directory textbox then the export job is configured as an SMTP-based export.
  • The number of IM conversations to export on a per-day basis is over 10,000

    1. Run the following SQL against the IM Manager database:

     

        SELECT CONVERT(varchar(100), message_date, 1) AS [day], COUNT(DISTINCT session_guid) AS Expr1
        FROM messages
        where message_date > dateadd(ww, -1, getutcdate())
        GROUP BY CONVERT(varchar(100), message_date, 1)
        ORDER BY CONVERT(varchar(100), message_date, 1)

      This query displays the number of conversations per day for the last seven days.

    2. If the number of conversations per day is over 10,000 then this condition is met.

 

  • In the Export job folder thousands or more files appear.


To verify this condition follow these steps:

1. Login to the IM Manager Administration Console.
2. Click on the Administration tab. Click the menu item Configuration->Export.
3. Click on the Edit tab for the affected export job.
4. Note the folder listed in the XML Output Directory textbox.
5. In Windows Explorer open the folder that contains the XML Output directory from the previous step this is typically C:\IMManagerExports\.
6. Right-click the folder that has the same title as the affected export job.
7. Select Properties to see the number of files in the folder.
8. If the number of contained files are thousands or more files, this condition is met.

 

  • There is a dump file created from the export process.


To verify this condition follow these steps:

1. Open the IM Manager installation folder, this is typically C:\Program Files\Symantec\IMManager.
2. A IMExport dmp file that was created at the time the above Application Event Error was reported indicates this condition.

 

 

 

 


Error



  • The Windows Application Event log shows the SMTP export starting and then one of the following events:

      Error 103 2/7/2009 2:21 IMArchiveEXE SERVER01 None SYMANTEC\IMMANAGER-SVC "Internal Error 0x8000ffff in IM Manager Export Module. Description: Unknown Error."

Event Type:      Error
Event Source:    Application Error
Event Category:  (100)
Event ID: 1000
Date:            8/16/2010
Time:            12:56:35 PM
User:            N/A
Computer: JVD-84-ADMIN
Description:
Faulting application IMArchiveEXE.exe, version 8.4.1362.0, faulting module IMArchiveDLL.dll, version 8.4.1362.0, fault address 0x00026281.




Event Type:      Information
Event Source:    DrWatson
Event Category:  None
Event ID: 4097
Date:            8/16/2010
Time:            12:56:36 PM
User:            N/A
Computer: JVD-84-ADMIN
Description:
The application, C:\Program Files\Symantec\IMManager\IMArchive\IMArchiveEXE.exe, generated an application error The error occurred on 08/16/2010 @ 12:56:35.982 The exception generated was c0000005 at address 10026281 (IMArchiveDLL!CBinaryBuffer::Add)

 


Cause



The export job is encountering memory corruption and memory fragmentation when there are many conversations to export.


Solution



Upgrade to IM Manager 8.4.18 or later.



Supplemental Materials

SourceETrack
Value2323650

SourceETrack
Value1526643

SourceETrack
Value2116810


Legacy ID



2009032412201854


Article URL http://www.symantec.com/docs/TECH93049


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