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Email notifications about "Database of the ScanMail is Unavailable" and "Unable to Restore DB Commands" are received from ScanMail for Exchange (SMEX)

    • Updated:
    • 10 May 2021
    • Product/Version:
    • ScanMail for Exchange 14.0
    • Platform:
Summary
Notifications like these are received from SMEX:

Date/Time: 11/21/2020 8:17:40 PM
Reason: Database of the ScanMail is Unavailable.
Related information: Your ScanMail for Exchange database is currently unavailable. ScanMail is still protecting mail traffic.



Server: XYZ
Date/Time: 12/5/2020 7:54:37 PM
Reason: Unable to Restore DB Commands.
Related information: Unable to restore db commands in file:
U_00000000001606563955-6dec9f37-a5b0-43b2-a758-d30357be2d5f and the file has been moved to the quarantine folder: C:\Program Files\Trend Micro\Smex\PUSH\HA\QUARANTINE\
Details
Public
The reason for these notifications is to inform the administrator that there is an issue with the connectivity between SMEX and its database.

In order to mitigate database connectivity issues, SMEX supports continuous scanning. This means that SMEX will continue scanning emails even when the connection to the database is lost.

In order to avoid losing logs, SMEX will write the logs into files which are located under the Smex\PUSH\HA folder.

When database connection is restored, SMEX will insert these logs into the database.
However, if for some reason the logs cannot be recovered, those will be moved to the Smex\PUSH\HA\QUARANTINE\.

The file name starting with "U_GUID" is an unfinished file, meaning that SMEX is currently writing logs into this file. After SMEX finishes log writing, SMEX will remove the "U_" from the file name.

By default SMEX will send those notifications to the administrator informing her/him that the log files could not be handled correctly after 7 days and then move them to quarantine folder.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000284180
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