Follow

Email reader not working after install of 9.1.0.11

PROBLEM
You have installed patch 9.1.0.11 and suffer one or more of the following issues
 - email reader is not creating tickets (error message below is seen in the emailreader log)
 - unable to create or edit tickets in the interface (error message below is displayed in red)
 - API calls to create or edit tickets are failing

Error message:

Method not found: 'System.String ServiceDesk.Common.
CommonFunctions.replaceAttachmentDomain(System.String, System.Decimal)'.


CAUSE
A file (DLL) that should have been included in the 9.1.0.11 patch was not there. There are a number of similar files and similar looking folders that need to be updated, so follow the instructions step by step.

WORKAROUND / SOLUTION

---- VSAPRES\BIN Folder -----

1. download the attached zip file - VSAPRES_BIN.zip
2. take a backup of the following files (NB. you must move them outside of the current directory- move them to c:\temp\vsapres_bin, for example)

c:\kaseya\vsaPres\bin
- Kaseya.Context.SDIncidents.dll
- Kaseya.ServiceDesk.Core.dll
- MaintServDesk.dll
- ServiceDesk.Common.dll
- ServiceDesk.Operations.dll

3. copy the files in VSAPRES_BIN.zip to c:\kaseya\vsaPres\bin


---- VSAWS\BIN Folder ----

4. download the attached zip file - VSAWS_BIN.zip
5. take a backup of the following files (NB. you must move them outside of the current directory- move them to c:\temp\vsaws_bin, for example)

c:\kaseya\vsaws\bin
- Kaseya.Context.SDIncidents.dll
- Kaseya.ServiceDesk.Core.dll
- ServiceDesk.Common.dll
- vsaServiceDeskWS.dll

6. copy the files in VSAWS_BIN.zip to c:\kaseya\vsaws\bin

---- DISPATCHINGPLUGINS Folder ----

7. download the attached zip file - DISPATCHING.zip
8. take a backup of the following files (NB. you must move them outside of the current directory- move them to c:\temp\dispatching, for example)

c:\kaseya\dispatchingPlugins
- Kaseya.Context.SDIncidents.dll
- Kaseya.ServiceDesk.Core.dll
- MaintServDesk.dll
- ServiceDesk.Common.dll
- ServiceDesk.Operations.dll

9. copy the files in DISPATCHING.zip to c:\kaseya\dispatchingPlugins

---- FILE REPLACE COMPLETE ----



10. Open the Services applet (Start -> Run -> services.msc)

11. Restart the "Kaseya Pluginhost Service"

ADDITIONAL INFORMATION

On-Prem Only: If you received any mails during the outage, you can make kaseya re-process these.

1. Go to c:\kaseya\Logs\ServiceDesk\MailLog

2. Any emails that were received but could not be created will be in there with the .ERROR extension. This folder holds all processed mails as well, but we just care about the .ERROR files

3. Create a sub folder called "incoming"

4. Copy the .ERROR files in to the incoming folder that you just created

5. rename the files, removing the .ERROR extension, they should be left as .eml file

6. The next time that the email reader runs, it will check the "incoming" folder and re-process those mails.

REFERENCE
#103785

Was this article helpful?
3 out of 3 found this helpful
Have more questions? Submit a request

0 Comments

Article is closed for comments.