Messaging Gateway

 View Only
Expand all | Collapse all

Messages not send without any explaining

  • 1.  Messages not send without any explaining

    Posted Feb 22, 2010 02:07 AM
     Hi to all
    Hi to all
    Pleas give some help or any useful information
    We using Brightmail version 8.0.3-11 for outgoing email

    We have next problem

    System looks like work fine but for 10 or 12 from 400 users we have got problem with delivering, they not going some time and some time going normally with the same user and same address and the same compliance, everything the same! We using incident folder for keeping this messages and already have configured settings for TIME OUT and everything like this. Strange thinks that the same messages going some time and some time not! And we have no any idea, its can not be the problem with server of recipient every time, looks like more seriously problem with transaction process of delivering. And also Brightmail have no COMAND LINE with command function similar to SMTP for checking process of sending and delivering via the Web-interface ?

    Pleas give some ideas abaut the problem

    Regards Anton 


  • 2.  RE: Messages not send without any explaining

    Posted Feb 22, 2010 10:55 AM
    Hi Anton,

    Are you seeing the messages get stuck in the delivery queue?  If so, you should be able to see the reason for delivery failure of these messages (on Status > Message Queues page).

    Can you provide specific examples of the reasons for delivery failure that you are seeing?

    Regards,

    Adnan


  • 3.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 12:41 AM

    Hi AdnanH          

    Message Queues is empty for any condition, we have check all of them! Only in Audit Log we have some information, but not to much...

    Example: Was blocked by the compliance rule and the name of compliance. Burt <st1:personname w:st="on">its</st1:personname> not every time like this, for the same user, address and compliance for 50% of messages, and <st1:personname w:st="on">its</st1:personname> strange, because some of the users never have this problem with using the same compliance rules and same address.

    Can it’s by the problem with some specific Headers or <st1:personname w:st="on">its</st1:personname> can by to long or something like this?

    We saw in forum some of the questions about this.

    And we don’t think that if we will give you print screen of compliances, <st1:personname w:st="on">its</st1:personname> will help you. They all same and we are using regular expression after your recommendations and <st1:personname w:st="on">its</st1:personname> working well for whitelist address.User from the dictionary.  If recipient does not contain regular-expression <st1:personname w:st="on">its</st1:personname> hold in Incident folder. Everything to simple for compliance   

           



  • 4.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 01:02 AM
    Hi Anton,

    If the messages are not stuck in the delivery queue, they either they have been delivered or generated an NDR (Non-Delivery Report).  Did your users that sent those messages get any NDRs?

    Message Audit Logs provides very useful information about the fate of a message.  So getting screenshots of the Message Audit Logs for some of the messages that are not getting delivered is the first step in trying to troubleshoot this issue.  Can you please provide those screenshots?

    Can you also please point me to the forums that you are referring to?

    Thanks

    Adnan


  • 5.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 01:22 AM
    Have some EROR in STATUS / loqs
    Its like this:

    Today
    Unrecognized argument to sms_queue_boss_query_index: ( address of recipient )

    2 days ago
    Decomposition time out (the message has taken longer than the configured 60 seconds to decompose)

    3 days ago
    The JLU process appears to be hanging and will be terminated

    JLU session error -2001: JLU could not connect to any server


    We have around 20 errors like this. Have no idea what <st1:personname w:st="on">its</st1:personname> mean, pleas give explain about this errors, what’s it mean and what reason <st1:personname w:st="on">its</st1:personname> have for program.

    And the incident with messages happens not 20 times <st1:personname w:st="on">its</st1:personname> mach bigger number more than 400.   



  • 6.  RE: Messages not send without any explaining
    Best Answer

    Posted Feb 23, 2010 01:56 AM
    Hi Anton,

    The errors that you have listed above have nothing to do with the delivery issue.

    1) I don't think I have seen the "Unrecognized argument to sms_queue_boss_query_index: ( address of recipient )" message before.  Can you provide the screenshot of the error message showing its component and severity level?  When do you get this message?  Is it reproducible?

    2) The message "Decomposition time out (the message has taken longer than the configured 60 seconds to decompose)" is a warning indicating that a certain message/attachment has taken longer than 60 seconds to scan.  Those messages will be given unscannable verdict and may be deleted if the action configured for unscannable messages is delete.  I am wondering if some of the messages your users are sending are getting unscannable verdict and getting deleted, but this would show up in the Message Audit Logs.

    3) a) The error "The JLU process appears to be hanging and will be terminated" indicates downloading virus definitions.  Please see the following KB article:

    http://service1.symantec.com/SUPPORT/ent-gate.nsf/docid/2009063013515654

    b) The error "JLU session error -2001: JLU could not connect to any server" also indicates problem with downloading the Virus definitions/rules.  Please see the following KB article:

    http://service1.symantec.com/SUPPORT/ent-gate.nsf/docid/2008090610203154

    Regards,

    Adnan


  • 7.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 05:17 AM

    Hi AdnanH

    Thanks’ for answering we have found one thinks in the morning that I not explain. Messages witch not going they all consist 2 or more different recipient domain from one user, separately they going, but together in one messages blocked by Brightmail.

    Regards Anton

         

     



  • 8.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 05:27 AM

    Sorry AdnanH I can’t provide screenshot of ERROR, because in the morning it was mistakenly clean by one of the administrator.

    But I have save Error report log in notepad file before? If <st1:personname w:st="on">its</st1:personname> can help?  



  • 9.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 07:54 AM
    Dear AdnanH


    Pleas find attached file with some problem questions & screenshot of settings and audit log information.
    I think all this infomation can help more understand troubleshooting  
    Will by preheated for you help.

    Pleas if <st1:personname w:st="on">its</st1:personname> possible keep all following information confident


    Regards Anton
     

    Attachment(s)



  • 10.  RE: Messages not send without any explaining

    Posted Feb 23, 2010 11:35 PM

    2010 Feb 23 09:07:20 GST (err) ecelerity: [16949] Unrecognized argument to sms_queue_boss_query_index:   abcd@.intnet  (address is exampel)  

    2010 Feb 23 09:07:20 GST (err) ecelerity: [16949] Unrecognized argument to sms_queue_boss_query_index: abcd@.intnet

    2010 Feb 23 09:07:00 GST (err) ecelerity: [16949] Unrecognized argument to sms_queue_boss_query_index: abcd@.intnet

    2010 Feb 23 09:07:00 GST (err) ecelerity: [16949] Unrecognized argument to sms_queue_boss_query_index: abcd@.intnet

    Its look like this. Copy from report Brightmail. All the same.  From Status\ System \ Logs \  error

    If I give you some screenshot from Incident folder about Full headers its can help?  



  • 11.  RE: Messages not send without any explaining

    Posted Feb 24, 2010 12:45 AM
    Hi Anton,

    I have not seen these errors before, so I would request that you please provide a screenshot of these error messages.  If you like you can export these messages from the control center and send them to me via private email.

    When exactly do you get these errors?   Do you get these errors when you try to look at message queues?

    Thanks

    Adnan


  • 12.  RE: Messages not send without any explaining

    Posted Feb 24, 2010 12:49 AM
    Hi Anton,

    Can you please tell me about the screenshots:

    a) the name / purpose of policy showing the policy condition
    b) does the Message Audit Logs screenshot show the message that was delivered?

    Can you please provide another screenshot of Message Audit Logs page for a message that was NOT delivered?

    Thanks

    Adnan


  • 13.  RE: Messages not send without any explaining

    Posted Feb 24, 2010 04:09 AM
    Hi AdnanH


    Yes screenshot show compliance condition witch similar for every our compliance rules. I have explained in details some of questions in PDF file.

    And for audit log screenshot <st1:personname w:st="on">its</st1:personname> show the messages which have stock at the Incident folder and need every time released them, they should go normally, because have good recipient from whitelist and user from dictionary.

    Pleas check PDF file.


    Regards Anton