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
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Technical Solution


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.


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. 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


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

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