Email for spam digest sent by PureMessage 3.x does not arrive

  • Article ID: 46161
  • Updated: 26 Sep 2013

Issue

Digest emails do not arrive even after running the scheduled task ('Firejob 2' regardless if the Scheduled Task has been customized or left as default) nothing obvious can be found as to why the emails do not arrive.

First seen in

PureMessage for Microsoft Exchange 3.0.2

Cause

  • The user in question does not have items listed for them in quarantine.
  • Sometimes this issue can be highlighted with a large buildup of trigger messages in the Pickup folder and Mailsending folder.

What To Do

Users must have quarantined spam messages to receive a digest email.  Check if a user does have quarantined spam messages and if not this is expected behavior.

If the user has quarantined spam check if there is a large buildup of trigger messages in the Pickup folder and/or Mailsending folder.

For Exchange 2003:

  • C:\Program Files\Sophos\PureMessage\MailSending\1\*.tmp  (file generated)
  • C:\Program Files\Exchsrvr\Mailroot\Vsi 1\Pickup\  (trigger message)

For Exchange 2008:

  • C:\Program Files\Sophos\PureMessage\MailSending\ExchTransportVsi (you may see a numerical subfolder here depending on the Exchange install)
  • C:\Program Files\Microsoft\Exchange Server\TransportRoles\Pickup

Technical Information

This can happen if the SMTP Virtual server was reconfigured and there is a Vsi 2 folder and/or Mailsending/2 folder as well

The PureMessage configuration file will still reference the old location; you will need to modify references to the Mailsending and pickup location in the config file found here:

C:\Program Files\Sophos\PureMessage\Config\LastKnown\Localconfig.xml

  1. Create a backup of the file, then open the original file in a text editor.
  2. Search for all references to Pickup and Mailsending and ensure the correct path is referenced.

Note: The backslash in a path name is qualified with another backslash -- \\ -- whilst spaces appear as \s.

Restart the PureMessage service; if the trigger messages continue to build up and the configuration is pointing to the correct location, there may be a problem with the Mailsending.dll

Further steps: Purge Mailsending folder

Problems have also been seen around .bad files in the Mailsending folder.  Purging this folder and then attempting to send a digest can help as well.

Intelligent Message Filters (IMF) directs digests into a junk folder

End user may experience some intermittent behavior with missing emails.  Therefore check to see if Intelligent Message Filters are switched on via Exchange 2003/2007

Check if turning off IMF allows emails to get through.  By default IMF is not switched on and has to be enabled in Exchange 2003 SP2 as per this Microsoft support article:

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

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