Troubleshooting SMD Realtime Scan Hanging and License Expired Status

Symptoms

• SMD realtime scan task hangs indefinitely at status "Starting".
• Outbound email operations are blocked; no emails can be sent.
• License status in ScanMail configuration database shows as "expired" despite a valid license.

Root Cause

This issue is commonly caused by insufficient file system permissions for the SMD service account. Specifically, the service lacks write access to the ScanMail program folder, preventing creation or modification of lock files (smld_pattern_lock and update_file_lock) necessary for realtime scanning. Additionally, Windows OS folder permission restrictions (especially under C:\Program Files\) can block these operations, causing the realtime scan to hang and the license status to show incorrectly.

Resolution

Follow these steps to resolve the realtime scan hang and license status issue:

1. Verify and Grant Folder Permissions

• Navigate to the SMD installation folder, typically: C:\Program Files\Trend Micro\ScanMail for Domino

• Right-click the folder and select Properties.

• Go to the Security tab.

• Ensure the service account running SMD (e.g., Local System or a specific user account) has Read & Write permissions.

  • If permissions are missing, click Edit and add the appropriate rights.

• For detailed guidance on resolving Windows permissions issues causing ScanMail startup failures, see Resolving Windows Permissions Settings Causing Trend ScanMail™ for Domino (SMD) to Fail at Start.

2. Check for Lock Files

• In the ScanMail program folder, check if the files smld_pattern_lock and update_file_lock exist.
• If they exist, verify that no other ScanMail processes are holding these files open, especially if multiple Domino data partitions are configured.
• Use Windows Task Manager or Resource Monitor to check for file locks.

3. Exclude ScanMail Folder from Windows Defender or Other Security Software

• Add the ScanMail program folder to the exclusion list of Windows Defender or any other installed antivirus/endpoint security software.
  • This prevents interference with file creation and scanning processes.

4. Consider Reinstalling ScanMail on a Different Drive (If Permissions Cannot Be Modified)

• If modifying permissions on the C: drive is restricted due to organizational policies:

  • Uninstall SMD.
  • Reinstall it on a different drive (e.g., D:\Program Files\Trend Micro\ScanMail for Domino) where the service account has full read/write access.

5. Restart Domino Server and ScanMail Services

• After applying the above changes, restart the HCL Domino server.
• Verify that the ScanMail realtime scan task transitions from "Starting" to "Running".

6. Verify License Status

• Open the SMD configuration database.

• Confirm the license status reflects the correct expiration date.

• If the license still shows as expired, perform an online license check or reapply the activation code.

• For detailed steps on updating the ScanMail license, refer to Updating the Trend ScanMail™ for Domino (SMD) license.

Verification

• Confirm that the realtime scan task status changes to Running.
• Test sending outbound emails to ensure mail flow is restored.
• Confirm license status is valid and no longer shows as expired.

If the issue persists after following these steps, contact Trend Micro Technical Support for further assistance.