PureMessage for Microsoft Exchange: known issues

  • Article ID: 43023
  • Updated: 02 Jul 2009

The following is a list of known issues for PureMessage for Microsoft Exchange, version 3.0.2. For additional information, refer to the product Release Notes.

  • If you have Adobe Acrobat installed on the PureMessage server, uninstall Acrobat before upgrading PureMessage.

    This is because certain versions of Adobe Acrobat, when installed with PureMessage server, can cause the Sophos PureMessage scanner service (PMScanner.exe) to terminate unexpectedly or hang. To minimize the risk of encountering the problems with Adobe Acrobat, content scanning inside PDF files has been disabled by default for new installations.
  • On Exchange 2007 SP1, PureMessage does not add disclaimers to outbound messages sent from Outlook Web Access or Outlook (configured to send messages in Exchange mode using MAPI). As a workaround you can configure Exchange 2007 itself to add disclaimers to outbound messages.
  • On Microsoft Windows 2003 with SP2, if the Security Configuration Wizard (SCW) is installed, then the installer fails to register a PureMessage knowledge base with SCW. The installer displays an error message and continues. If you use SCW to harden your system then contact Sophos technical support for information on how to perform this operation manually.
  • If you install PureMessage on a computer in a workgroup, you cannot use a Microsoft SQL Server database located on a different computer (that is, a remote database). You can specify a remote database during installation, but PureMessage does not set the necessary access rights. In this case, please contact Sophos technical support for a workaround.
  • During installation, you can specify the Microsoft SQL Server you want to use. If you click Browse to browse to the server, the browser window may not list the Microsoft SQL Server database instance that you wish to select. In this case, type the database name into the text box provided, in the format MACHINENAME\INSTANCENAME, e.g.

  • During installation, when you specify the Microsoft SQL Server, the installer may fail to connect to the chosen Microsoft SQL Server database instance. In this case, you should:
  • Ensure that the Microsoft SQL Server computer is in the same domain as the current machine.
  • Ensure that the instance name is correct.
  • If you are using a Microsoft SQL Server 2005 database located on a different computer (a remote database), use the Microsoft SQL Server Configuration Manager to enable the TCP/IP protocol for the database instance and start the SQL Server Browser service.
  • The installer may fail with an error Setup was unable to create the PureMessage databases.

    This can happen if, in the past, you have uninstalled the SOPHOS database instance from Microsoft SQL Server or uninstalled Microsoft SQL Server itself. In this case, delete the following files from the MS_SQL_INSTALL_FOLDER\MSSQL.X\MSSQL\Data folder.
    • SavexCnfg.mdf
    • SavexCnfg_log.ldf
    • SavexDir.mdf
    • SavexDir_log.ldf
    • SavexQuar.mdf
    • SavexQuar_log.ldf
    • SavexRprt.mdf
    • SavexRprt_log.ldf
  • When using a database on a different computer (that is, a remote database or virtual Microsoft SQL Server instance on the same cluster but a different node) the PureMessage service may sometimes fail to connect to the database because Windows authentication has failed.

Possible reasons are:


  • The DNS is not correctly set up.
  • The time is not synchronized on the two computers.
  • The ServicePrincipalName property in Active Directory is missing the entry for that Microsoft SQL Server instance. (This may happen if Microsoft SQL Server was installed using a local administrator account without rights to write to the Active Directory.)

Contact Sophos technical support for more help to identify the problem, or to use SQL Server authentication instead of Windows authentication.

Tags added to email subject lines (if you set up Email tagging) may be displayed as question marks. This occurs when all the following conditions apply:

    • The subject tag contains extended characters, such as Japanese text.
    • The message is encoded in TNEF, which requires that it is sent from a MAPI mail client and is internal to the organization.
    • The message is encoded using a character set that doesn't support characters specified in the subject tag.
    • The message is viewed with a mail client that uses the multi-byte subject property rather than the wide-character subject property.

For messages sent from Outlook Web Access with Exchange 2003, the issue can be resolved by modifying the registry value UseRegionalCharset in key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeWEB\OWA to zero. See http://support.microsoft.com/kb/830827 for details.

  • PureMessage installation fails on a cluster with extended characters in the group or resource names.

If the group or resource names use extended characters, e.g. if Japanese resource names are used in a system with an English locale, installation fails. See knowledgebase article 31777 for advice on solving this problem.

  • Error in transport post-categorization sink - 0x80040154

Check for installations of Adobe Acrobat Reader. Puremessage can only run with Adobe Acrobat reader version 7.

If any other versions are installed, remove them. If the error still occurs, reinstall Puremessage


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

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