Cannot create a quarantine incident in the database for messages with double-byte character encodings

Article:TECH207151  |  Created: 2013-06-12  |  Updated: 2013-06-12  |  Article URL http://www.symantec.com/docs/TECH207151
Article Type
Technical Solution


Issue



Messages with double-byte character encodings (such as emoji) attempting to be sent to the Control Center as a quarantine incident fail and get stuck in the queue.


Error



The Message Audit Logs show a delivery failure: 421 closing connection

The BrightmailLog.log Control Center log file shows exceptions during each delivery attempt:


Jun 12 2013 09:57:43 [SmtpWorker-13] ERROR - Cannot create a quarantine incident in the database. com.symantec.smg.controlcenter.internal.dataaccess.DataAccessException: The text entered uses an encoding system that is not currently supported. Please rewrite the text. ; nested exception is: java.sql.SQLException: Incorrect string value: '\xF0\x9F\x92\xB0\xF0\x9F...' for column 'subject' at row 1


Solution



Symantec is investigating this issue. Subscribe to this article for updates.


Supplemental Materials

SourceETrack
Value3221615


Article URL http://www.symantec.com/docs/TECH207151


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