Troubleshoot SmarterMail

Use this page when SpamFoo isn't working as expected in SmarterMail. Each problem lists the likely causes, with a fix for each.

Mail Is Still Delivered When SpamFoo Client is unavailable or doesn't answer in time, SmarterMail still delivers the mail. The message gets no SpamFoo spam weight and, if Email Classifications are on, goes to Primary.

Where to Look

SmarterMail logs: Go to Manage > Troubleshooting > View Logs. SpamFoo start-up and scan messages are in the Delivery log and start with [SpamFoo Client]. Many of them are written only when the Delivery log is set to detailed logging. SpamFoo license messages are in the Licensing log.
SpamFoo Client logs: The client writes its own logs to the logs folder inside its data directory. See Where Files Live.
Message headers: When SpamFoo scans a message for spam, SmarterMail adds a SpamFoo [...] entry to the X-SmarterMail-Spam header and writes X-SpamFoo-* headers. See How the Spam Score Combines.

SpamFoo Isn't Checking or Classifying Mail

Cause: The SpamFoo service was stopped. A stopped SpamFoo service stays stopped, even after SmarterMail restarts.
Fix: Go to Manage > Troubleshooting > Services, select the SpamFoo row, and click Start.

Cause: Spam checking is turned off for SpamFoo.
Fix: Go to Settings > Antispam > Spam Checks, click the SpamFoo row, turn on Enable Spool Filtering, and click Save.

Cause: The domain's Email Classification mode is Disabled.
Fix: Go to Manage > Domains, click the domain, open the Options tab, and choose a mode in the Email Classification card. See Choose a Mode for a Domain.

Cause: The mailbox's Email Classification switch is off, or the domain offers Classifications and the user chose Later.
Fix: The user can turn on Classify My Inbox in Settings > Account. You can also go to Manage > Domains, click the domain, open Accounts, click the user, and turn on Email Classification in the Webmail card.

Cause: SmarterMail skips the SpamFoo spam scan for some mail by design: messages from senders who signed in to SmarterMail, trusted senders and contacts that pass authentication, IP addresses set to bypass spam checks, and SmarterMail's own system messages.
Fix: No fix is needed. With Email Classifications on, mail from signed-in senders goes to Primary, and mail from trusted senders goes to Primary unless the user's own corrections point to another Classification.

Cause: SpamFoo Client didn't start. The Delivery log shows entries such as SpamFoo Daemon not found at, Failed to download SpamFoo client, Could not start SpamFoo, or Test connection to SpamFoo Daemon failed after.
Fix: Make sure the server can reach global-api.spamfoo.com over HTTPS so SmarterMail can download the client. Then check the SpamFoo Client logs for the reason it stopped. SmarterMail tries to start the client again at most every 30 seconds while SpamFoo is needed.

Cause: A client update is being installed. The Delivery log shows Update in progress, skipping start attempt.
Fix: Wait for the update to finish. SmarterMail starts the client again the next time it needs SpamFoo. If the update stops partway, SmarterMail ignores the leftover update lock after five minutes.

SpamFoo Shows as Not Licensed

Cause: Your license includes SpamFoo Classification but not SpamFoo Antispam. The SpamFoo row in Settings > Antispam > Spam Checks shows (Classification Only), and the SpamFoo dialog warns that the add-on is not licensed. SpamFoo adds no spam weight, even with Enable Spool Filtering on.
Fix: Go to Settings > Licensing and check the SpamFoo Antispam card. If it offers Start Trial, you can start a trial there. Otherwise add SpamFoo Antispam to your license. Email Classifications keep working in the meantime.

Cause: SmarterMail couldn't get a SpamFoo license. The Licensing log shows Failed to obtain lite license or Error obtaining lite license.
Fix: Allow outbound HTTPS from the mail server to services.smartertools.com. If the log says SmarterMail is deferring the license until a set time, it tries again after that time. If the request failed without a retry time, SmarterMail doesn't try again until the SmarterMail service restarts, so restart it after fixing the connection.

Cause: SmarterMail couldn't verify the SpamFoo license. The Licensing log shows a message that the key failed to verify; treating as unlicensed.
Fix: Allow outbound HTTPS to global-api.spamfoo.com. SmarterMail downloads the key it uses to check SpamFoo licenses from there the first time, then keeps a copy in etc/sf.pubkey.

Cause: The SpamFoo add-on was just added to or renewed on your SmarterMail license, and SmarterMail hasn't picked it up yet.
Fix: Open Settings > Licensing. SmarterMail checks the SpamFoo license again when that page loads, so no restart is needed.

The SpamFoo Dashboard Won't Open

Cause: The SpamFoo Dashboard link is missing. SmarterMail shows the link only while SpamFoo is in use: the SpamFoo service is running, and either SpamFoo spam checking is on or at least one domain has Email Classifications turned on.
Fix: Start the SpamFoo service and turn on spam checking or Email Classifications. See Set Up SmarterMail.

Cause: The dashboard window says SpamFoo has not been enabled by your administrator. The SpamFoo service is stopped.
Fix: Go to Manage > Troubleshooting > Services, select SpamFoo, and click Start.

Cause: The window says the SpamFoo service is still starting up, or that it is not running. Opening the dashboard asks SmarterMail to start a stopped client.
Fix: Leave the window open. It refreshes every 5 seconds and shows the dashboard once the client is ready. If it doesn't, check the Delivery log for start-up errors.

Cause: The window says the SpamFoo service is running but not responding.
Fix: Check the SpamFoo Client logs. If the client stays unresponsive, go to Manage > Troubleshooting > Services, stop SpamFoo, and start it again.

Cause: The dashboard window goes back to the SmarterMail interface instead of opening. The dashboard sign-in expired or was opened in a different browser.
Fix: Open the dashboard again from the SpamFoo Dashboard link in SmarterMail. A dashboard sign-in lasts 24 hours, renews while you use it, and works only in the browser that opened it.

Mail Is Slow or SpamFoo Times Out

SmarterMail waits up to 30 seconds for each SpamFoo call. After that, the message is delivered without a SpamFoo result.

Cause: Messages are waiting in SpamFoo's scan queue. In the SpamFoo dashboard, the Scan Queue tile on System > Status stays high.
Fix: In the SpamFoo dashboard, go to System > Settings and raise Max Concurrency in the Classification card. Raise it only as far as the server's CPU allows. See Concurrency.

Cause: The server is short on memory or CPU for SmarterMail and SpamFoo Client together.
Fix: Compare the server with System Requirements and add resources if needed.

Classifications Don't Appear in Webmail

Cause: The mailbox is still being classified. Webmail hides the Classifications until SmarterMail finishes the user's Inbox.
Fix: Go to Manage > Troubleshooting > Mailbox Processing and check the mailbox's Classification row. The Classifications appear after it shows Completed.

Cause: The user hid the Classifications.
Fix: Have the user click the sparkle icon at the top of the folder list (tooltip Show email classifications).

Cause: Classifications are off for the domain or the mailbox, or the user chose Later when offered.
Fix: Turn them on as described under SpamFoo Isn't Checking or Classifying Mail.

Cause: The user's Inbox holds more messages than the domain's Automatic Classification Inbox Message Limit. In Enabled for All Mailboxes mode, SmarterMail may also have turned the mailbox's Email Classification switch off.
Fix: Raise the limit on the domain's Options tab, then turn Email Classification back on for the mailbox. To classify one large mailbox without raising the limit, turn its switch on and use Reclassify.

Most Mail Lands in Primary

Cause: SpamFoo Client was unavailable or timed out when the mail arrived. SmarterMail puts that mail in Primary.
Fix: Fix the client problem using the sections above. Mail that arrives afterward is classified normally.

Cause: The mail comes from senders who signed in to SmarterMail, such as other users on the server, or from trusted senders and contacts. SmarterMail treats this mail as Primary.
Fix: No fix is needed. If a user moves a trusted sender's message to another Classification, SpamFoo follows that correction for similar mail later. Mail from signed-in senders always goes to Primary.

Cause: Your license doesn't include SpamFoo Classification.
Fix: Check the SpamFoo Classification card in Settings > Licensing.