Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Mails are quarantined due to SmartScan query timeout in InterScan Messaging Security Suite (IMSS) 7.5 for Windows

    • Updated:
    • 16 Feb 2016
    • Product/Version:
    • InterScan Messaging Security Suite 7.5 Windows
    • Platform:
    • Windows 2008 Server R2
    • Windows 2012 Server Essentials
Summary

IMSS intermittently quarantines a significant number of mails due to SmartScan query time out. This issue occurs even on legitimate mails.

In the scanner log, the following errors show up:

{IMSS_INSTALLATION_FOLDER}\log\log.imss.<date>.<count>
======================================================
2016/01/24 23:59:32 GMT+09:00 [134848:133584] [NORMAL]An error occured while virus scan upon message '3CDA3809-2C40-468A-AF2D-1B2F315A1CC4'. Error: -66 ''.
2016/01/24 23:59:32 GMT+09:00 [134848:133584] [NORMAL]Abort Scanning due to SmartScan connection error (..\src\VirusFilter.cpp:4330)
======================================================

Details
Public

It is indicated that the connections to the backend server timed out intermittently due to an unstable network connectivity.

To mitigate the issue, apply the following workaround:

  1. Create a text file ICRCHdler.ini under {IMSS_INSTALLATION_FOLDER}\bin folder, and put the following in the file:

    ##################
    [Default]
    TaskTimeout=10000
    ##################

    The above setting will set the timeout value to 10 seconds. Increase it to a bigger value, 30000 for example, if the issue persists but less frequently.

  2. Restart the Trend Micro IMSS SMTP service from Windows service console. This will restart IMSS scanner service automatically as well.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1113434
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.