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Unable to perform remote query in ScanMail for Exchange (SMEX)

    • Updated:
    • 21 Jun 2018
    • Product/Version:
    • ScanMail for Exchange 12.0
    • ScanMail for Exchange 12.5
    • Platform:
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
Summary

You are unable to perform remote query after verifying the following on both local and remote servers:

  • RPC and SMEX Remote Config service are started.
  • HKLM\SOFTWARE\TrendMicro\ScanMail for Exchange\CurrentVersion\EnableTLSQuery (DWORD) = 1
  • Both servers are using the same Activation Code (AC) and running in the same version.

In the debug log, it can be seen that SMEX attempts to connect to the remote server on port 16373, while it is using HTTPS on port 16372:

2018/05/29 13:34:07 +0200 [22336:17436] [ utilremotetask.dll][ util_remotetask.cpp(2818)] [DEBUG] CURL_DBG(): connect to 172.25.23.1 port 16373 failed: Timed out   2018/05/29 13:34:07 +0200 [22336:17436] [ utilremotetask.dll][ util_remotetask.cpp(2818)] [DEBUG] CURL_DBG(): Failed to connect to .nsgbeg.local port 16373: Timed out   2018/05/29 13:34:07 +0200 [22336:17436] [ utilremotetask.dll][ util_remotetask.cpp(2818)] [DEBUG] CURL_DBG(): Closing connection 0   2018/05/29 13:34:07 +0200 [22336:17436] [ utilremotetask.dll][ util_remotetask.cpp(3007)] [ERROR] task_thread(): Failed at login. Err(7)   2018/05/29 13:34:07 +0200 [22336:17436] [ utilremotetask.dll][ util_remotetask.cpp(3008)] [ERROR] task_thread(): Err Msg: Failed to connect to .nsgbeg.local port 16373: Timed out   2018/05/29 13:34:07 +0200 [22336:17436] [ utilremotetask.dll][ util_remotetask.cpp(2464)] [DEBUG] task_thread(): Total elapsed time(21528)   
Details
Public

To resolve this problem:

  1. Open <SMEX installation folder>\web_server_info.ini and IIS Manager > SMEX Web Site > Bindings and follow the conditions below:
    • If SSLEnabled=1, make sure SSLPort is equal to the HTTPS port in the IIS Manager.
    • If SSLEnabled=0, make sure WebPort is equal to the HTTP port in the IIS Manager.
  2. Restart the SMEX Web Site in IIS and SMEX_Master service.
  3. Make sure that the port/s are allowed in Firewall Settings.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1120023
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