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Emails are not received after being released from End-User Quarantine (EUQ)

    • Updated:
    • 2 Aug 2016
    • Product/Version:
    • InterScan Messaging Security Suite 7.1 Linux
    • InterScan Messaging Security Suite 7.1 Windows
    • InterScan Messaging Security Suite 7.5 Windows
    • InterScan Messaging Security Virtual Appliance 8.2
    • InterScan Messaging Security Virtual Appliance 8.5
    • InterScan Messaging Security Virtual Appliance 9.0
    • InterScan Messaging Security Virtual Appliance 9.1
    • Platform:
    • Linux - Red Hat RHEL 3 32-bit
    • Linux - Red Hat RHEL 3 64-bit
    • Linux - Red Hat RHEL 4 32-bit
    • Linux - Red Hat RHEL 4 64-bit
    • Linux - Red Hat RHEL 5 32-bit
    • Linux - Red Hat RHEL 5 64-bit
    • Linux - Red Hat RHEL 5.1 32-bit
    • Linux - Red Hat RHEL 5.1 64-bit
    • Linux - Red Hat RHEL 5.2 32-bit
    • Linux - Red Hat RHEL 5.2 64-bit
    • Linux - Red Hat RHEL 5.6 32-bit
    • Linux - Red Hat RHEL 5.6 64-bit
    • Linux - Red Hat RHEL 5.7 32-bit
    • Linux - Red Hat RHEL 5.7 64-bit
    • Linux - Red Hat RHEL 5.8 32-bit
    • Linux - Red Hat RHEL 5.8 64-bit
    • Linux - Red Hat RHEL 6 32-bit
    • Linux - Red Hat RHEL 6 64-bit
    • Linux - Red Hat RHEL 6.1 32-bit
    • Linux - Red Hat RHEL 6.1 64-bit
    • Linux - Red Hat RHEL 6.2 32-bit
    • Linux - Red Hat RHEL 6.2 64-bit
    • Linux - Red Hat RHEL 7 64-bit
    • Linux - Red Hat RHEL 8 32-bit
    • Linux - Red Hat RHEL 8 64-bit
    • Linux - Red Hat RHEL 9 32-bit
    • Linux - Red Hat RHEL 9 64-bit
    • Linux - SuSE 10
    • Linux - SuSE 10 64-bit
    • Linux - SuSE 11
    • Linux - SuSE 11 64-bit
    • Linux - SuSE 9.0
    • Windows All
Summary

When messages are selected for reprocessing, the released emails disappear from the console but are not delivered. End users are not able to release the emails successfully.

Details
Public

This issue may caused by the file msg_sync_bookmark file / msg_retry_bookmark being corrupted; or a possible mismatch to the latest msgsync.imss../ msgretry.imss..file.

To resolve the issue:

  1. Go to {imss}/bin/ folder.
  2. Check the content of msg_sync_bookmark file / msg_retry_bookmark file using a text editor. The format should look like the following:
    msg_sync_bookmark:  00000000000xxxxx.msgsync.imss.<date>.<count>
    msg_retry_bookmark: 00000000000xxxxx.msgretry.imss.<date>.<count>
  3. If the <date>.<count> shown in the bookmark file points to an older or non-existent file, back up and update the content of msg_sync_bookmark file / msg_retry_bookmark file with the latest {imss}/log/msgsync.imss.<date>.<count> / {imss}/log/msgretry.imss.<date>.<count> file info.
    1. Use "ll" or "ls -l" command to check the latest {imss}/log/msgsync.imss.<date>.<count> / {imss}/log/msgretry.imss.<date>.<count> file size. Assume that latest file info with the following:
      -rw-r--r-- 1 imss imss 691 Jul 31 19:38 /opt/trend/imss/log/msgretry.imss.20160731.0001
      -rw-r--r-- 1 imss imss 343449 Jul 31 20:52 /opt/trend/imss/log/msgsync.imss.20160731.0001
    2. The correct msg_sync_bookmark file / msg_retry_bookmark file content should be:
      msg_sync_bookmark:  0000000000000691.msgsync.imss.20160731.001
      msg_retry_bookmark: 0000000000343449.msgretry.imss.20160731.001
    3. If the bookmark file content is not correct, update it with the correct information.
  4. Restart the IMSS/IMSVA Manager Service and verify.
 
Make sure not to delete the msg_sync_bookmark and msg_retry_bookmark file as it may cause information from the database to be deleted as well.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1114860
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