"SMSDOM Panic: Failed to get number of mail boxes... The server is not responding..." when Symantec Mail Security for Domino is installed on a Domino server.

Article:TECH93798  |  Created: 2009-01-04  |  Updated: 2013-10-25  |  Article URL http://www.symantec.com/docs/TECH93798
Article Type
Technical Solution


Environment

Issue





Symptoms
The crash normally occurs immediately after installation. It can happen at other times if the changes mentioned here are reversed. One way to tell if a crash is similar to the crash mentioned here is to look at the NSD file and look at the section stating "Section: System Data -> Environment" and look to see if the items USERDNSDOMAIN=, USERDOMAIN=, USERNAME= exist in that section of the NSD. If these entries do not exist, then the solution here may resolve the issue.


The following can be found on the Domino console upon startup of Mail Security for Domino:
 

SMSDOM panic number One: Tue Feb 16 12:31:32 2010: SMSDOM Panic: Failed to get number of mail boxes. [Status string: : Name=SmsNotesStatus,Type=STATUS_ERROR,Error=The server is not responding. The server may be down or you may be experiencing network problems. Contact your system administ,[smsnotes::CNotesStats::GetServerStat(sms_char *, sms_char *, sms_char *, sms_char *, size_t)]]

 

Another SMSDOM Panic listed below shows "Failed to get number of mail boxes"  but also has a different error message "Error=ICC library could not be found or initialization failed"

SMSDOM panic number Two: Tue Nov 08 09:24:17 2011: SMSDOM Panic: Failed to get number of mail boxes. [Status string: : Name=SmsNotesStatus,Type=STATUS_ERROR,Error=ICC library could not be found or initialization failed.  Please check your configuration.,[smsnotes::CNotesStats::GetServerStat]]


Cause



Symantec Mail Security for Domino can have trouble connecting and doing a look-up for a number of mailboxes on a particular server that results in a crash.

Second SMSDOM Panic: Another SMSDOM Panic also references the same "Failed to get number of mail boxes" but has a different error listed in it "Error=ICC Library could not be found or initialization failed".  What cause this issue is that the domino_icc folder is missing from the <drive>:\Program Files\IBM\Lotus\Domino folder.  There are two ways of fixing this issue.  See the Solution section "Steps for fixing the Second SMSDOM Panic".


Solution



Follow these steps for the SMSDOM Panic number one.

1. While the server is down, edit the notes.ini file. Remove ntask from the servertasks line. This will prevent SMSDOM from trying to start, and therefore the crash will not occur.
2. Start the Domino server
3. Open a Notes Admin client and then go into the Domino current configuration. Choose the Ports tab and then the Notes Network Ports tab.
4. Change the Net Address to be equal to the server's IP Address. It should look similar to this:


5. Save and close the settings.
6. Shut down the Domino server.
7. Modify the notes.ini file so that ntask is added back to the servertask line. Save and close the notes.ini file.
8. Start the Domino server. If your problem is similar to the issue described the steps above will resolve the issue. If the problem is not resolved, then the problem is different and may need further research.

Steps for fixing SMSDOM Panic number Two.

  1. If there exists another server that is the same version build of Domino running, then copy the 'domino_icc' folder and paste it to the <drive>:\Program Files\IBM\Lotus\Domino directory.
  2. Open the Domino Administrator console.
  3. Now it should be possible to login.

If an error is still visible when bringing up the Domino Administrator Client then there could be more issues with Domino.  Then follow these steps to fix it.

  1. Always backup the domino data.
  2. Bring down the Domino Server.
  3. Now run the install of the same Domino version.  What this will do is replace any files that may have been corrupted.  (Note: Data will still be there.) 
  4. Now bring the Domino server up.
  5. Open the Domino Administrator Client to test and see if all is working.

References
If it's possible to find USERDNSDOMAIN=, USERDOMAIN=, and USERNAME= in the "System Data -> Environment" section of the NSD log for the Domino crash, this is a different issue than the one documented here. Please refer to the following document to collect evidence, then contact Technical Support for additional assistance:


Title: Information to gather after a Notes server crash
URL: http://www.symantec.com/business/support/index?page=content&id=TECH83986



Technical Information

If it is not possible to implement the Solution above, an alternate workaround is to revert to the previous installed version of Symantec Mail Security for Domino, which may also require reverting the Domino server to its previously installed version as well. If it is necessary to rollback for this reason, the following combinations are supported:

Windows: SMSDOM 7.5.6 /Domino 8.5 or earlier
AIX: SMSDOM-MPE 3.2.x /Domino 8.02 or earlier

For other confirmed information regarding Domino 8.x support, please see:
Title: Is Domino 8.x supported by Symantec Mail Security for Domino?
URL: http://www.symantec.com/business/support/index?page=content&id=TECH88902


About Cluster IP Addresses

  • Cluster IP addresses can also cause this sort of SMSDOM PANIC. When this occurs, forcing the TCPIP port to an IP address causes the nntask to exit, but without causing a PANIC and taking the Domino server down as well.
  • To resolve this alternate scenario, set both the TCPIP and Cluster address to an IP address that permit nntask to start up without exiting or generating a panic.
  • This may require a trial and error troubleshoot, based upon the results of ifconfig -a (on the AIX DPAR) or ipconfig -all (on the cmd prompt of a Windows system).

 

UPDATED NOTE - About clustering and a NEW CHECK to look for
We are not removing the above note. Please consider this information also along with the clustering information above. When configured properly only clustering will use that connection to communicate with the other server. This Domino server should know its own self and should be able to connect to itself. Sometimes a bad hosts file gives the Domino server name with an incorrect IP address. A bad DNS entry can also cause an issue. We also discovered that if you create a connection document from this server to this server, the NSFGetServerStats() function will also try to use that. What this does is dictate to Domino that if it tries to connect to itself to do it this way. So if the wrong IP or port is used there then the connection can also fail and cause this error.

 


Attachments

A tool that can help determine if this condition exist before trying to start nntask. Read the ReadMe.txt file for more details which is in the zip file. You can get more details about the connection if you also put Log_Connections=1 in the notes.ini file. Everytime the command is ran the connection details will show up on the console.
TestMBIissue.zip (64 kBytes)

Supplemental Materials

Value1590962

Legacy ID



2009050501174454


Article URL http://www.symantec.com/docs/TECH93798


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