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"Not connected" status appears when registering ScanMail for Exchange (SMEX) to Control Manager (TMCM)

    • Updated:
    • 7 Dec 2017
    • Product/Version:
    • ScanMail for Exchange 11.0
    • ScanMail for Exchange 12.0
    • ScanMail for Exchange 12.5
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
Summary

ScanMail for Exchange (SMEX) registration to Control Manager (TMCM) stops without any error messages, then the SMEX status becomes Not Connected. The SMEX_Master debug log shows multiple entries similar to this:

[ERROR] Agent Host is not running [1], cannot query status

Details
Public

The issue occurs when the TMCM agent of SMEX is still running during the registration. To resolve the issue, stop the agent:

  1. Log on to the SMEX console.
  2. Go to Administration > Control Manager Settings.
  3. Untick the Enable communication between the ScanMail MCP agent and Control Manager checkbox.
  4. Open the Windows Task Manager and stop the SMEX_CmAgentHost.exe process.
  5. On the SMEX console, tick again the Enable communication between the ScanMail MCP agent and Control Manager checkbox.
  6. Register SMEX to TMCM again.
  7. Verify if the re-registration is successful and if the SMEX agent shows up on TMCM. If not, contact Technical Support.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1060404
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