"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

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

Log on to the SMEX console.
Go to Administration > Control Manager Settings.
Untick the Enable communication between the ScanMail MCP agent and Control Manager checkbox.
Open the Windows Task Manager and stop the SMEX_CmAgentHost.exe process.
On the SMEX console, tick again the Enable communication between the ScanMail MCP agent and Control Manager checkbox.
Register SMEX to TMCM again.
Verify if the re-registration is successful and if the SMEX agent shows up on TMCM. If not, contact Technical Support.

Rating:

Category:

Troubleshoot

Solution Id:

1060404

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