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XMPP Service and Fulltext Errors After Upgrade to 9.3.1 patch 2 (6097)

Author: Ben Nelson Updated

Overview

A new patch was released to resolve an issue with log4j. After upgrading to version 9.3.1 patch2 (6097), the XMPP services will not start and you may see errors with the FullText Service and being unable to rebuild indexes.

You might see an error 'Failed to launch rebuilding full-text search index'

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The following errors may be seen in the logs:

[21/Dec/2021 15:21:55][7044] {xmpp} Process or channel is in unexpected state.
[21/Dec/2021 15:21:55][7044] {xmpp} Going to stop process and channels.
[21/Dec/2021 15:21:55][7044] {xmpp} Deinit XMPP protocol parser.
[21/Dec/2021 15:21:55][6464] {xmpp} Exiting logging thread.
[21/Dec/2021 15:21:55][7044] {xmpp} Stop process and channels finished.
[21/Dec/2021 15:21:55][7044] {xmpp} Going to start process and channels.
[21/Dec/2021 15:21:55][7044] {xmpp} Pipe for logging created, name: \\.\pipe\xmpp_err_output_pipe-523199040-1640096515.
[21/Dec/2021 15:21:55][7244] {xmpp} Starting logging thread.
[21/Dec/2021 15:21:56][7044] {xmpp} Problem has occured.

[21/Dec/2021 08:47:56] externalProcessWithLogging.cpp: FullText: Failed to start external process.
[21/Dec/2021 08:47:56] kerio/mailserver/StoreHeritageConfigurator.hpp: Failed to start fulltext service.
[21/Dec/2021 08:52:25] IM external process is not responding or is not running, trying to start it again...
[21/Dec/2021 08:52:25] Cannot start IM external process

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Solution

To fix this issue, you may repair or reinstall the update(retaining your mailstore and config) depending on your Host Server OS. If you need to download the install file in order to run it again, it can be found in the Kerio Download Archives.

Note: If you are not using the IM Service, you can fully disable this by referencing the steps within Fully Disabling the XMPP/IM Service.

  • Windows
    • Run the installer again and select the "Repair" option. Once the process completes, the XMPP services should start and the errors should disappear.
  • Linux - DEB

    • Uninstall Kerio Connect by executing the command below:

      • # sudo apt-get remove kerio-connect

    • Reinstall Kerio Connect by executing the command below:

      • # sudo apt-get install ./path_to_deb_package

  • Linux - RPM

    • Uninstall Kerio Connect by executing the command below:

      • # sudo rpm -e kerio-connect

    • Reinstall Kerio Connect by executing the command below:

      • # sudo rpm -i ./path_to_rpm_package

  • macOS

    • Run Installer and select the Uninstaller.

      • Note: When asked, do not select remove Message Store or Config.

    • Re-run Installer and select Installer.

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