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Support services from SpamLion, Inc. are billed by SpamLion, Inc. and performed by our partner company, Web Habitat, Inc.
Performance and Maintenance Tips
Following these guidelines, a 2Ghz/512MB server, should be able to process up to 25,000 emails an hour, 500,000+ a day.
1) Automatically Manage Fragmentation
Defragment the hard drive at least once for every million messages received.
Log in to the SpamLion Administrator to see how much mail you process each day/week/month (Received column).
For Windows 2003 Server: free defrag script
2) Automatically Pack the Database
Pack at least once for every 300,000 messages, it only takes seconds to run, even for 1GB+ databases.
Daily is recommended when daily archiving of the backup files (SpamLion.???.mdb) is also configured.
(Administration interface, Settings section, Processing sub-section, scroll to the bottom.)
3) Automatic File Retention
Ensure the Logfile and Database backup retentions are set appropriately.
New installations defaulted to weekly
If upgraded from v1.60 or older, check these settings, you might be set to never delete old files.
4) Dictionary Attack Protection
See page 17 of our Installation Guide for exact instructions.
If not enabled, first run GALSync or verify all Receives exist in SpamLion, then enable it.
If not enabled, you may need to manually remove unnecessary bypassed Receivers (via the Administration interface)
or use included DBUtility.exe after GALSync to remove unnecessary bypassed Receivers in mass (just seconds).
5) Ensure you have IIS's SMTP service set for Performance.
See page 20 of our Installation Guide. Microsoft IIS's SMTP service might be bogged down with mail to non-existing Senders.
6) Only after doing all the above, and having an IIS SMTP / Network expert look at your server...
Please open a Support Request (*free email-based, or hourly phone/remote support).
Please note: If the cause is not the SpamLion product itself, the hourly rate will be charged to your credit card.
Can't find the above features?
To purchase an upgrade, please use: Annual Maintenance Subscription
Or, first complete what you can, then if necessary contact Sales Questions or your reseller.
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Where to Start
Reduce costs and time by contacting the best source first: Your reseller, consultant, Microsoft, or SpamLion?
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Who to contact |
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General Information or Updates/Upgrades
- Documentation
- Knowledge Base and FAQs
- Software Upgrades and Updates
- Annual Maintenance Renewal (Jan 2007)
- Obtain a Software License (resellers only)
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Login to the Customer Portal
Login to the Reseller Portal
Renew/subscribe to an Annual Maintenance Subscription
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General Troubleshooting
When you don't know if it's a SpamLion Product problem
or a Windows, IIS, SMTP, Firewall, DNS, Internet, or other
network/system problem.
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Your Network Troubleshooting Expert
Most problems are caused by networking or O.S. issues.
Test to ensure mail is being delivered to SpamLion (the "EVT log"),
and not stuck in IIS's SMTP Queue (/SpamLion1/Xfer/Queue) - these
are O.S. and network issues, save yourself time and money, call a
network troubleshooting expert (the reseller that helped you
install it), figure out where mail is getting stuck, and why.
Still Stuck? - We'll try to point you in the right direction.
Clearly state the symptoms and what you see in Windows' and SpamLion's
logs in a Support Request.
Our staff can then
advise you if the cause is most likely the SpamLion product
or another vendor's system(s).
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SpamLion Product Specific Question
- What a specific Administrator setting does or archives
- Find a KB article related to your need
- What settings in IIS/SMTP relate to this product
- What settings in my firewall relate to this product
- What settings in my mail server relate to this product
- How do I know it's working (not broken)
- One in 1,000 spams is getting through, is it broken?
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Please use create a Support Request for prompt assistance.
Our average response time is currently: 75.3 minutes
If troubleshooting, training, or external help is needed, our staff will quickly guide you to free and paid sources for such assistance.
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Mail not flowing in? - Network Problem (common)
Incoming mail isn't being received
- AND -
IIS's SMTP logs (C:\SpamLion1\LogFiles\SMTPSVC1)
don't show a record of your test message(s).
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Emergency?
Set the firewall back to delivering mail directly to your mail server
Then, find your Network Troubleshooting Expert, as there is most likely a problem with DNS, your firewall, network, the O.S., Microsoft's SMTP service, or other non-SpamLion system.
Still Stuck? - We can verify the Gateway is working properly
When frustrated, verifying what is not the problem can help with piece of mind: For $125/$250
- we will try to point you in the right direction.
Just open a "remote" Support Request, and give us remote access to your server,
and we'll log on and double-check that you've verified the cause is not the SpamLion Product.
Note: The fee is for verifying the problem is not our product, we do not fix problems with other products/systems/networks/Windows.
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Mail not flowing out? - Network Problem (common)
Outgoing mail isn't being delivered
- AND -
Mail is piling up in IIS's SMTP Queue folder
(C:\SpamLion1\Queue)
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Emergency?
Remove the Smarthost entry from your mail server (send outgoing mail directly to the Internet).
- and/or -
Verify you don't have an Internet access issue (connectivity, DNS, Firewall failure)
Then, Find your Network Troubleshooting Expert, as most likely there is a problem with DNS, your firewall, network, the O.S., Microsoft's SMTP service, or other non-SpamLion system.
Still Stuck? - We can verify the Gateway is working properly
When frustrated, verifying what is not the problem can help with piece of mind: For $125/$250
- we will try to point you in the right direction.
Just open a "remote" Support Request, and give us remote access to your server,
and we'll log on and double-check that you've verified the cause is not the SpamLion Product.
Note: The fee is for verifying the problem is not our product, we do not fix problems with other products/systems/networks/Windows.
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Mail not flowing in or out - O.S. Failure (occasional):
You've verified it's not the firewall or other network systems,
and believe it is a problem with Windows (IIS, SMTP, or O.S.).
- AND -
"Telnet [its internal IP address] 25" from the console of the
SpamLion server, and IIS's SMTP service does not answer.
(Installation guide: "Test and Cutover Outgoing Email")
- If -
There is an error message in the Windows Event Log, try the
next suggestion first (scroll down on this webpage).
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Emergency?
Remove the Smarthost entry from your mail server (send outgoing mail directly to the Internet).
- and -
Set the firewall back to delivering mail directly to your mail server
Find your Windows Server Expert or Microsoft Corp.
Professional Support Options and Phone Numbers
$99 - email, $245 - phone, $490 - after-hours limited
- or -
Find out what is blocking the SMTP service on this system:
- Remove Anti-virus software
- Out of hard drive space?
- Verify DNS (and only use ONE entry)
- Patch the O.S.
- Reboot the system
- Bad hardware?
Still Stuck? - We can verify the Gateway is working properly
When frustrated, verifying what is not the problem can help with piece of mind: For $125/$250
- we will try to point you in the right direction.
Just open a "remote" Support Request, and give us remote access to your server,
and we'll log on and double-check that you've verified the cause is not the SpamLion Product.
Note: The fee is for verifying the problem is not our product, we do not fix problems with other products/systems/networks/Windows.
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Operating System Error Message (occasional)
- Message on booting
- Message when telneting to SMTP service
- Messages in Windows System or Application Event Logs
- Not a SpamLion Message (see SpamLion Messages below)
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Step One
Please, take the time to read all related error messages, and find out what they mean.
- Look up the errors in Microsoft's Knowledge Base
- Google the error(s) with the full error message in quotes.
Still need help?
Find your Windows Server Expert or Microsoft Corp.
Professional Support Options and Phone Numbers
$99 - email, $245 - phone, $490 - after-hours limited
Lost with a non-SpamLion problem?
We'll try to point you in the right direction - just open a Support Request, indicate exactly what the symptoms are, and what Windows and SpamLion's logs say when you trace a message.
Although we can't fix your network/O.S. trouble, we might be able to point you in the right direction.
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SpamLion Error Message (very rare)
- Quarantine Manager Error message
- Windows Application Event Log (SpamLion specific)
- SpamLion Log files (C:\SpamLion1\LogFiles\SpamLion\*.log)
- Typo in the User Interface (or other non-critical error)
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Emergency?
If mail is flowing, it's probably not an Emergency, worse case:
Remove the Smarthost entry from your mail server (send outgoing mail directly to the Internet).
- and -
Set the firewall back to delivering mail directly to your mail server.
What's next?
- Common: NTFS permissions improperly set on \Engine\SpamLion.lic
caused by "moving" rather than "copying" the license.
- Immediately send us the error message and describe the symptoms using a Support Request.
If the cause is not the product, we'll present options to help guide you.
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Mail not flowing in? - SpamLion Problem (very rare)
- Incoming mail isn't being delivered
- AND -
- Mail is piling up in the Drop folder
(C:\SpamLion1\Xfer\Drop)
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Emergency?
- Login is as SpamLion's Administrator, set the system to "Bypass when off".
- or -
- Set the firewall back to delivering mail directly to your mail server
What's next?
- Out of hard drive space?
- Can you manually start the SpamLion1 Service?
- Is there a Windows Event error for the SpamLion Service?
Generally, one of these will tell you exactly what the cause is, alternatively,
send us the error message(s) and the last several lines of the SpamLion "EXE" log (C:\SpamLion1\LogFiles\SpamLion\exe*.log)
using a Support Request.
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Mail not flowing out? - SpamLion Problem (mistake)
Outbound mail isn't being delivered.
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This is a network or O.S. issue:
- IIS is set to block outbound relay from your mail server
- Firewall is preventing server from sending SMTP over the Internet
- SMTP service isn't running (properly or not at all)
- There's more than on DNS entry (IIS SMTP only reliably supports one)
- DNS is down
Stuck?
Scroll up to the first tip on this page
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Upgrade to the current version
- New features and benefits
- Performance enhancements
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Annual Subscription
- Contact Sales Questions">SpamLion Sales for pricing information
- Free software upgrades
- 50% and 100% discounts on support
(no discount on hourly non-SpamLion support)
Obtain Upgrades and Updates
- Purchase and activate now: Annual Maintenance Subscription
- Connect to the Customer Portal
- Connect to the Authorized Reseller Portal
Need help Upgrading
- Open a Support Request
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Open a Support Request
Our average response time is currently: 75.3 minutes
Direct Support by SpamLion, Inc. is provided only for the SpamLion Sender Validation
Gateway, and does not include Firewall, Networking, Consulting, nor Operating System support, even though support is provided
through our partner Web Habitat, Inc.
For support/consulting services for Windows, hardware, other software, networking, Internet use, DNS, SMTP, firewalls, etc., please contact that product's manufacturer or your local Networking Expert.
Other Options
For all pre-sales questions, please locate a reseller that best fits your needs.
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Customer Support Options
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Reseller Support Options
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To find a reseller to assist you please check our
Purchase page,
or to be referred to a qualified
reseller you may also fill out our Sales Inquiry
form directly.
What is "Free Support"?
All customers with a current annual support contract (software maintenance) can receive email-based answers to questions about the
SpamLion Product free of charge.
However, as with paid support, assistance is focused on the SpamLion Product itself, and does not include general consulting,
nor assistance with Windows, hardware, other software, networking, Internet use, DNS, SMTP, firewalls, etc. For those other
items/areas, you will need to contact those products' manufacturers or your local networking expert.
I received a SpamLion Notice and I have a question.
Anyone with a question regarding a SpamLion Validation Request, Welcome Notice, or Registration
Request can fill out a
General Inquiry.
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