Unable to reply to a Web Messenger Message with error: Unexpected Error

Article:TECH167600  |  Created: 2011-08-19  |  Updated: 2012-08-14  |  Article URL http://www.symantec.com/docs/TECH167600
Article Type
Technical Solution


Subject

Issue



When logged into Web Messenger and attempting to reply to a message, the following error occurs:

 


Error



An unexpected error has occurred and been logged. Please contact your administrator if the problem persists. Sending failed; nested exception is: class javax.mail.MessagingException: Could not connect to SMTP host: localhost, port: 2525; nested exception is: java.net.ConnectException: Connection refused.


Cause



This can happen when the PGP Universal Server proxy service is down or if the Web Messenger server cannot connect over port 2525.

A possible indicator of this is if the proxy service keeps restarting over and over again, or if the proxy service will not start.


Solution



There could be various reasons the proxy service is crashing and restarting over and over again, but one possibility is a message stuck in the store_and_proxy_data table of the PGP  Universal Server. To determine if this is the issue, use the following command from the command line of the PGP Universal Server:

psql oviddb ovidrw -c "select count(*) from store_and_proxy_data"

If 1 or more messages exist in the table and continue to remain after a few minutes, submit a technical support request for assistance to clear the table.

 For information on how to access the PGP Universal Server via the command line, see the following article:

www.symantec.com/docs/TECH149673  

Accessing the PGP Universal Server command line for read-only purposes (such as to view settings, services, logs, processes, disk space, query the database, etc) is supported. However, performing configuration modifications or customizations via the command line may void your Symantec Support agreement unless the following procedures are followed.

Any changes made to the PGP Universal Server via the command line must be: 

  • Authorized in writing by Symantec Technical Support or published as an approved and documented process on the Symantec Knowledge Base.
  • Implemented by a Symantec Partner, reseller or Symantec Technical Support.
  • Summarized and documented in a text file in /var/lib/ovid/customization on the PGP Universal Server itself

 




Article URL http://www.symantec.com/docs/TECH167600


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