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“(##KEY1)(##KEY3)(##KEY42)…” appears on ScanMail for Exchange (SMEX) login page or web console

    • Updated:
    • 3 May 2016
    • Product/Version:
    • ScanMail for Exchange 11.0
    • ScanMail for Exchange 12.0
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • Windows 2012 Server Essentials
Summary

The SMEX login console does not load properly and shows a page error on Internet Explorer (IE):

PLM package

The same error shown may also occur in different parts of the web console after installing SMEX 11.0 Service Pack 1:

key58

 

key48

 

key43

Details
Public

To resolve the issue:

  1. On the Internet Explorer, go to Tools > Internet Options > General.
  2. Select Delete temporary files to clear the cache.
  3. Disable the Internet Explorer Enhanced Securityon Windows Server 2008 Platforms.
    1. From the Server Manager, go to Configure IE ESC.
    2. Select Off.

    IE Enhanced Security

    Click image to enlarge.

  4. Reload the ScanMail for Exchange Console. It should now display correctly.
If the issue persists, do the following:
  1. Collect a case diagnostic tool (CDT) log.
  2. Create the cgiDispatcher.log.
    1. Launch the registry editor.

      Important: Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.

    2. Open the key HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\Scanmail For Exchange\Current Version\DebugModule.
    3. Change "cgidispatcher:0" to "cgiDispatcher:1".

      Note: Make sure to change lower case 'd' to upper case 'D'.

    4. Grant the account which SMEX's CGI is running with ("IUSR_hostname" by default) write permission for <Installation Drive:>\Program Files\Trend Micro\Smex\Debug after reproducing the issue.
  3. Please also colllect the file Web_server_info.ini <Installation Drive:>\Program Files\Trend Micro\Smex.
  4. Revert the changes in the Registry from Step 2.
  5. Submit the collected logs to Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1098861
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