Mail template changes to UNDERFINED after reboot

[Gluk]

Hi There,
I am using Windows 2003 Server, HM 7.72 accessible over RCC (although it happened with all previous versions too)

After server reboot Mail Template in the action profile changes to UNDERFINED for both "Bad" and "Good" statuses actions.
If I press "Edit", I see body template defined properly and after clicking OK both actions show it correctly.
On the next server reboot it happens again and if not corrected as written above, the "Bad Status" mail sent each time the test is performed although action profile set to fire mail alert only once.
I had upgraded HM several times and once even reinstalled it completely - nothing helps.

Any idea what could cause it?

[KS-Soft Europe]

Could you provide more information, please?
- Is HostMonitor started as a service or as an application?
- What account do you use to start HostMonitor? We recommend to start HostMonitor under admins account
- Do you have installed antivirus monitor?
- Do you see any error messages in System Log (file is specified in menu "Options" -> "System Log"). You may access the System Log using menu "View" - > "System Log".

Please ensure only one instance of HostMonitor is running on the server. How many hostmon.exe processes do you see on "Processes" tab of "Task Manager" applet?

Could you send "actions.lst" file from HostMonitor folder to support@ks-soft.net, please?

Regards,
Max

[Gluk]

Max,

- HostMon running as a service
- It uses local system account.
- I do have antivirus installed on the server but what do you refer to as the "antivirus monitor"? Do you mean test inside HM which checks AV?
- I don't see any error messages in syslog related to mail profile but when I use Veiw/System Log - I get empty screen so HM for some reason can't access System Log from its GUI properly. In order to view system log I can go directly to file and open it using any text editor.
- There are only one instance of HM running.
- Actions.lst was sent to support@ks-soft.net.

Thanks.

[KS-Soft Europe]

- It uses local system account.

I think, problems is caused by lack of permissions. Could you start HostMonitor service under admins account? You just should enter appropriate user account into "Option" -> "Service" tab. http://www.ks-soft.net/hostmon.eng/mfra ... tm#Service

- I do have antivirus installed on the server but what do you refer to as the "antivirus monitor"? Do you mean test inside HM which checks AV?

I mean real-time antivirus module. Most of antiviruses, like Symantec, McAfee, TrendMicro often leads to problems, it even can crash HostMonitor. At the same time antivirus scanners work fine (scanner - module that checks files and processes from time to time, scanners does not modify system DLLs and registry, does not intercept TCP traffic and so on). If you are unable to disable antivirus, we recommend at least to disable real-time protection module. In fact, we recommend to install HostMonitor onto clean system.

- I don't see any error messages in syslog related to mail profile but when I use Veiw/System Log - I get empty screen so HM for some reason can't access System Log from its GUI properly. In order to view system log I can go directly to file and open it using any text editor.

Hm. Is system log written into txt or html file? What settings is set on "Options" -> "Viewers" tab for appropriate extension?

Regards,
Max

[Gluk]

- It uses local system account.

I think, problems is caused by lack of permissions. Could you start HostMonitor service under admins account? You just should enter appropriate user account into "Option" -> "Service" tab. http://www.ks-soft.net/hostmon.eng/mfra ... tm#Service

Unfortunately, inside HM Options the account listed is server admin account, but in the OS Services it listed as using local system account.
Should I change it there manually to use the same account as in HM Options?

- I do have antivirus installed on the server but what do you refer to as the "antivirus monitor"? Do you mean test inside HM which checks AV?

I mean real-time antivirus module. Most of antiviruses, like Symantec, McAfee, TrendMicro often leads to problems, it even can crash HostMonitor. At the same time antivirus scanners work fine (scanner - module that checks files and processes from time to time, scanners does not modify system DLLs and registry, does not intercept TCP traffic and so on). If you are unable to disable antivirus, we recommend at least to disable real-time protection module. In fact, we recommend to install HostMonitor onto clean system.

I am aware of this recommendation but unable to follow it - HM running on my hosted production site where I don't have separate server for solely HM use

- I don't see any error messages in syslog related to mail profile but when I use Veiw/System Log - I get empty screen so HM for some reason can't access System Log from its GUI properly. In order to view system log I can go directly to file and open it using any text editor.

Hm. Is system log written into txt or html file? What settings is set on "Options" -> "Viewers" tab for appropriate extension?

It is written into txt file.
Seems like HM has some issue with the configured external viewer.
I had changed log viewer for the built-in one and now it working properly.

Thanks.

[KS-Soft]

After server reboot Mail Template in the action profile changes to UNDERFINED for both "Bad" and "Good" statuses actions.
If I press "Edit", I see body template defined properly and after clicking OK both actions show it correctly.
On the next server reboot it happens again and if not corrected as written above, the "Bad Status" mail sent each time the test is performed although action profile set to fire mail alert only once.

I assume you are using some script that replaces/changes HostMonitor configuration files on system startup (e.g. restores backup copy or something like this).
You may try to change HostMonitor configuration, close HostMonitor, save actions.lst, MailList.lst and HML file with tests with tests in some "safe" place (e.g. flash drive), reboot system and then compare stored files with files located in HostMonitor folder.

Another posible reason - some 3rd party software (antivirus monitor?) does not allow HostMonitor to change settings (files) at all, at the same time it does not allow system to return error code to HostMonitor. So HostMonitor "thinks" changes were saved while file was not changed at all.
You can verify that as well: store actions.lst, MailList.lst and HML file with tests, start HostMonitor, change some actions and compare stored and "current" files.

If you cannot find software that leads to such problem, I would recommend to install HostMonitor on clean system

Regards
Alex

[Gluk]

Sorry for being quiet for that long...

The problem still the same - mail template still changes to UNDERFINED.
System Log shows multiple events about inaccessible Private Log although the file it is listing as problematic in access does exists, more than that, events being logged into it.
For every time of 5 minutes pause declared for the primary log, there are an events logged to the backup log.

I've sent a screen shot of system log and zipped primary log to support@ks-soft.net.

Thanks,
Gluk.

[KS-Soft]

The problem still the same - mail template still changes to UNDERFINED.

Could you please read my previous answer? Any comments?

System Log shows multiple events about inaccessible Private Log although the file it is listing as problematic in access does exists, more than that, events being logged into it

Probably both problems caused by the same reason
Is drive Q: network drive? I assume HostMonitor starts from some other local drive?

Regards
Alex