PureMessage for Windows/Exchange: 'a call to the server failed to retrieve the configuration'

  • Article ID: 16167
  • Updated: 08 Oct 2008

Issue
PureMessage returns the following error when a user attempts to open the Administration console:

A call to the server failed to retrieve the configuration

Sophos Product and Version
PureMessage for Microsoft Exchange, version 2.x

Operating System
Windows

What to do

There are three possible solutions.

Solution 1
It is possible that the user is not included in the list of users authorised to manage PureMessage. The list of authorised users is contained in the PMX_ADMIN Active Directory (AD) user group which is created on installation of PureMessage. Check that the user is contained in the PMX_ADMIN group by following the instructions below.

  1. Open Active Directory Users and Computers.
  2. Double click on PMX_ADMIN.
  3. Select the Members tab.
  4. Check if the user's username is included in the list of members.
  5. If it is missing, add the username.
  6. If the username is already in the list, refer to solution 2.

Note: If the problem persists after adding the new username, ensure that the AD changes have propagated to any other AD servers. This can be an issue where the console is not running on the same machine as the Exchange/PureMessage service.

Solution 2
If the username is included in PMX_ADMIN, but the user cannot open the console, check that the PMX_ADMIN group is included in the 'PureMessage Running Object Table' and 'PureMessage Service' DCOM objects. To do this follow the instructions below.

  1. Click on Start|Run in Windows and type the following command:
    dcomcnfg
  2. Click OK.
  3. Select the 'PureMessage Running Object Table' DCOM object.
  4. Click on the Security tab.
  5. Click on the Access Permissions section.
  6. If PMX_ADMIN is not included in this section, click on Edit and add PMX_ADMIN from the Active Directory.
  7. Repeat this for the 'PureMessage' DCOM object.
  8. Restart the 'PureMessage' and 'PureMessage Running Object Table' services.
  9. Open the PureMessage Admin console.

Solution 3
The same error is also returned on a console machine when attempting to connect to a server. This can be caused by DNS issues. Entering the IP address instead of server name may solve this problem.

Solution 4

  1. Run the following VBS script in a command window:

Dim oPMService
Set oPMService=CreateObject("SavexSrvc.SavexMgr")

  1. You should receive no error and the prompt should be returned to you. If there is an access problem, an error such as:

C:\>pmx-access.vbs
C:\pmx-access.vbs(2, 1)Microsoft VBScript runtime error: Permission denied: 'CreateObject'

would be displayed, indicating the expected access denied.

  1. To check the permissions, ensure that the following DCOM components have the correct settings:

    "PureMessage Service" - Security - Access Permissions: PMX_ADMIN
    "PureMessage Running Object Table" - Security - Access Permissions: PMX_ADMIN

    Once the group has been added, restart the Puremessage service.

Note: Where the PMX service is running on a Windows 2003 SP1 machine, ensure that the PMX_ADMIN group is added to the following PureMessage Service dcomcnfg entries:

'Launch and activation'

'Access Permissions!

For 'Local' and 'Remote'

 

If all of the above fail, stop the PureMessage service, restart IIS services, and start the PureMessage service.

 
If you need more information or guidance, then please contact technical support.

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