Common error messages

Article:HOWTO82493  |  Created: 2012-11-30  |  Updated: 2014-06-25  |  Article URL http://www.symantec.com/docs/HOWTO82493
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Common error messages

Table: Common error messages lists some common error messages that might occur.

Table: Common error messages

Error message

Description

The Mail Security service is stuck in a starting state

The following are the most common reasons that the Mail Security service gets stuck in a starting state:

  • There are timing conflicts with the operating system.

    A solution is to make the Mail Security service dependent upon another service, such as the Microsoft Exchange Information Store service (MSExchangeIS).

    For more information, see the Microsoft Knowledge Base. On the Internet, go the following URL:

    http://support.microsoft.com/default.aspx?scid=kb;en-us;193888

  • The Temp and Quarantine folders are not excluded from being scanned by other antivirus products.

    The Temp and Quarantine folders are located in the following directories:

    • \Program Files (x86)\Symantec\SMSMSE\7.5\Server\Temp

      The exclusion of the above Temp folder is critical to the operation of the product. The product uses the Temp folder as a processing folder.

    • \Program Files (x86)\Symantec\SMSMSE\7.5\Server\Quarantine

Spam data is not collected by default

If spam-related data does not appear in reports, ensure that the "Include spam data" checkbox is enabled on the Report Settings page.

See Specifying the duration for storing data in the Reports database.

Cannot connect to server

One possible cause for this error is if the Domain Controller is running on the same server as Microsoft Exchange. Microsoft acknowledges this as a defect and has provided a manual workaround for this issue.

For more information, refer to the Microsoft Knowledge Base. On the Internet, go to the following URL:

http://support.microsoft.com/?id=824308

This article references ASP.NET 1.1, but the article also applies to ASP.NET 2.0.

Unique identifier (UID) errors might occur in Outlook or Outlook Express when using IMAP

This error can occur when the mail client is open on the desktop at the same time a violation is detected on the server. These warnings can be ignored. Refresh the mailbox. Outlook, Exchange, and Mail Security will continue to function normally.

OWA message: The action could not be completed because of a conflict with the original item

A message sender who is using Outlook Web Access might get the following error message if Mail Security detects a violation:

The action could not be completed because of a conflict with the original item. The conflict may have occurred when an existing item was updated on another computer or device. Open the item again and try making your changes. If the problem continues, contact technical support for your organization.

This issue is a defect in Exchange 2007. There is currently no workaround. For more information, see the Microsoft Web site.

This error only occurs on Outlook Web Access 2007.

Table: Common error messages on Exchange 2010 mailbox role lists some common error messages that might occur on Exchange 2010 mailbox role.

Table: Common error messages on Exchange 2010 mailbox role

Error Message

Description

Error in assigning Application Impersonation right to user. Please check whether the SMSMSE_RBAC right is already there or change username.

Please check whether the SMSMSE_RBAC right is already there or change username

User does not have mailbox or Error in checking mailbox.

Check whether user has a mailbox. If not create a mailbox for the user, or give some other user who has mailbox.

User is not member of Administrators group. Please add user to Administrators group.

User must be a member of the following groups: Administrators and Exchange Organization Management

Existing RBAC user is different from the given username.

Already there is a user with RBAC rights, During silent install, different user is provided.

The scan <ScanName> could not be completed as Microsoft Exchange's Client Access Server is not reachable.

This error occurs if the status of manual scan on the UI is FAILED or if there is an error in the event log with event ID 396. The possible cause is that Mail Security is unable to determine or connect to the Client Access Server (CAS) of the mailbox databases on the server. To resolve this issue, ensure that CAS server is up and running and can be accessed from the mailbox server.

Following are some error messages that might occur when a user's password expires.

Service is still running but EWS calls are not working.

Update the service account credentials using service control manager.

Service is not able to start.

Update the service account credentials using service control manager.


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