Premium Antispam does not detect any spam messages accompanied by error: Event ID: 341 - "Failed to load Symantec Premium AntiSpam engine." in the application event log

Article:TECH85296  |  Created: 2007-01-17  |  Updated: 2014-03-13  |  Article URL http://www.symantec.com/docs/TECH85296
Article Type
Technical Solution


Issue



Event ID: 341 - "Failed to load Symantec Premium AntiSpam engine." appears numerous times in the Application Event log.


Cause



The internal AntiSpam component is unable to be loaded by the Symantec Mail Security for Exchange (SMSMSE) processes.


Solution



There is more than one available solution for this issue.  Only attempt method #2 if method #1 fails to correct the issue.

 

Method #1 -  Remove and Reinstall the SMSMSE license

Step 1.  Disable Premium AntiSpam.

  1. Open SMSMSE Console.
  2. Navigate to Policies > Premium AntiSpam Settings
  3. Clear the “Enable Symantec Premium AntiSpam” checkbox
  4. Click Deploy changes

 

Step 2.  Remove SLF files used for licensing SMSMSE from all listed locations:

Note:  The \Symantec shared\Licenses location is potentially utilized as a license location for other Symantec products.  If multiple SLF files are contained within this location you must open each SLF file manually using a text editor such as notepad and confirm the <product_name> value(s) are not related to other installed products.  If you are using a multi-license that contains SMSMSE and other Symantec products it is safe to delete the file as it will be reinstalled with the completion of this process.

32-bit OS -

  • C:\Program Files\Symantec\SMSMSE\6.5\Server\UPLOADS
  • C:\Program Files\Symantec\SMSMSE\6.5\Server\Spam Prevention
  • C:\Program Files\Common Files\Symantec Shared\Licenses\

64-bit OS -

  • C:\ProgramData\Symantec Shared\Licenses
  • C:\Program Files (x86)\Symantec\SMSMSE\7.0\Server\UPLOADS
  • C:\Program Files (x86)\Symantec\SMSMSE\7.0\Server\Spam Prevention
  • C:\Program Files (x86)\Common Files\Symantec Shared\Licenses\

 

Step 3.  License and Enable Premium Antispam.

  1. Open SMSMSE Console
  2. Navigate to Admin > Licensing
  3. Browse to valid SMSMSE License file then click Install
  4. Navigate to Policies > Premium AntiSpam Settings
  5. Check the "Enable Premium AntiSpam" checkbox
  6. Click Deploy changes 

 

Method #2

Complete the following steps in order until you no longer see the Event ID 341 in the application event log:

  • Restart Services .
  • Reinstall Symantec Mail Security for Microsoft Exchange (SMSMSE) 

To restart services, follow the steps below:
 

1. Click Start > Run
2. Type: services.msc
3. Click OK.
4. Stop the following services (if present)

      Symantec Mail Security for Microsoft Exchange
      Symantec Mail Security Spam Statistics (SMSMSE 5)
      Symantec Mail Security Utility Service (SMSMSE 6 and above) 

5. Restart IIS from the IIS Console on 32-bit servers

a. Open the Internet Information Services ( Start > Programs > Administrative Tools > Internet Information Services (IIS) Manager)
b. Right-click on the name of your server and go to All Tasks > Restart IIS

Note: This generally only takes about 2-5 minutes, depending on the machine.

Warning: This will reset anyone logged into OWA and will reset websites hosted from this machine through this IIS. 

6.  Restart the Microsoft Exchange Transport service on 64-bit servers.

7. Start the Symantec Mail Security for Microsoft Exchange service.

 Note: You do not need to start the Symantec Mail Security Spam Statistics or Symantec Mail Security Utility Service (from Step 2), these are automatic.

 

To confirm that Premium AntiSpam detects spam messages

Send an email from an outside email account to an email account within your domain. In the message body, include the following text:

http://www.example.com/url-1.blocked/

Premium AntiSpam should take whatever action you configured for the "If Message is spam" action.

If the message is not detected as spam, the document "How to troubleshoot Symantec Mail Security for Microsoft Exchange (SMSMSE) When Symantec Premium AntiSpam (SPA) fails to detect SPAM or effectiveness is low" will help you. Be sure to follow each step in the order presented for best results.
 

If after restarting the service you still see Event ID: 341 - "Failed to load Symantec Premium AntiSpam engine." please perform a reinstall of the SMSMSE product.

 


Supplemental Materials

SourceETrack
Value867025


Legacy ID



2007011706332854


Article URL http://www.symantec.com/docs/TECH85296


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