Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
Resolution 1: Install the latest version of Mail Security for Microsoft Exchange
Because most of the known issues are fixed by the latest version of Mail Security for Microsoft Exchange, we recommend that you install this version. Currently, the latest version is Symantec Mail Security 4.6.3 for Microsoft Exchange.
For more information about how to obtain the most current update of Mail Security for Microsoft Exchange, visit the following Symantec Web site:
To upgrade Mail Security for Microsoft Exchange, follow these steps.
Note These steps are from the Symantec Web site.
- Stop the Mail Security for Microsoft Exchange service.
- Uninstall the service.
- Delete the MessageDeletionQueue registry subkey from the registry. This subkey is found in the following location:
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SMSMSE\4.0\Server\Components\MsgDeletionQueue
- Install the most current version of Mail Security for Microsoft Exchange.
To resolve some of the issues that are described in "Symptoms" section, use one or more of the following methods.
Resolution 2: Increase the update interval for Mail Security for Microsoft Exchange
Store.exe and Savfmsesjm.exe spike the CPU every 60 minutes when Mail Security 4.x for Microsoft Exchange is installed.
To resolve this issue, edit the registry to increase the interval time from 60 minutes to a larger interval, such as 120 minutes. The interval can be between 60 minutes and 24 hours.
To increase the interval time, follow these steps:
- Exit all programs.
- Click Start, click Run, type regedit in the Open box, and then click OK.
- Locate one of the following registry keys, as appropriate for the version of Mail Security for Microsoft Exchange that you are running:
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SMSMSE\4.0\Server HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SMSMSE\4.5\Server HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SMSMSE\4.6\Server
- In the right pane, double-click the following value:
RefreshListTimeInMinutes
- In the Value data box, type the following DWORD Value:
00000078
This DWORD value sets the interval time to 120 minutes. Other examples of DWORD values are as follows:
0000003c (60 minutes)
000005A0 (24 hours)
- Exit Registry Editor.
Resolution 3: Install Windows 2000 Server Service Pack 4, or edit the CheckForSerialScanAndHeartBeatBool registry key
The Savfmsectrl.exe process slowly increases in memory usage until the server stops or until you restart the Mail Security for Microsoft Exchange service. This issue occurs when you have one of the following versions of the service installed on Exchange 2000 Server or on Exchange Server 2003:
- Symantec Mail Security 4.0.x for Microsoft Exchange
- Symantec Mail Security 4.5.x for Microsoft Exchange
- Symantec Mail Security 4.6.x for Microsoft Exchange
Which resolution you should use depends on the version of Windows Server that Mail Security for Microsoft Exchange is installed on.
Windows 2000 Server
To resolve this issue, install Microsoft Windows 2000 Service Pack 4 (SP4) for Mail Security 4.0.x for Microsoft Exchange.
For Mail Security 4.5.x for Microsoft Exchange and later versions of Mail Security for Microsoft Exchange, Windows 2000 SP4 is a system requirement.
When you install Mail Security 4.6.x for Microsoft Exchange, install build 107 or a newer build.
For more information about how to obtain the latest service pack for your version of Windows, click the following article numbers to view the articles in the Microsoft Knowledge Base:
260910�
How to obtain the latest Windows 2000 service pack
Windows Server 2003
Edit the registry for the version of Mail Security for Microsoft Exchange that you have installed. To do this, follow these steps:
- Exit all programs.
- Click Start, click Run, type regedit in the Open box, and then click OK.
- Locate one of the following registry keys, as appropriate for the version of Mail Security for Microsoft Exchange that you are running:
HKEY_LOCAL_MACHINE\Software\Symantec\SMSMSE\4.0\Server\Components\ HKEY_LOCAL_MACHINE\Software\Symantec\SMSMSE\4.5\Server\Components\
- In the left pane, right-click Components, click New, click Key, and then type the following name for the new key:
NaveCtrl
- Right-click NaveCtrl, click New, click DWORD Value, and then type the following name in the right pane:
CheckForSerialScanAndHeartBeatBool
- Right-click CheckForSerialScanAndHeartBeatBool, and then click Modify.
- In the Value Data field, type 0.
- Exit Registry Editor.
Resolution 4: Add domains and senders to the allow list
When a message is considered to be spam by Mail Security for Microsoft Exchange, the sender may receive the following NDR:
5.7.1 Requested action not taken: message refused.
Note Outlook clients may use an e-mail signature that is created in Microsoft Word as a Rich Text Format (RTF) file, and Outlook may use this file as the signature. In this case, Mail Security for Microsoft Exchange considers the message to be spam. To work around this issue, you can remove the signature from the Outlook client. Alternatively, you can add the sender to the allow list.
To enable messages from specific domains or senders, add the domains or the senders to the allow list. To do this, follow these steps.
Step 1: Create a virtual allow list
- Click Start, click Programs, click Symantec MS for Microsoft Exchange, and then click Symantec Mail Security for Exchange.
- In the left pane, click Configuration.
- Click Match Lists.
- In the right pane under Match Lists, click Add new.
- Under Add Match List, type a name in the Match list name box. For example, type allow list
Note Do not use punctuation (a period or other characters) at the end of a name. If you do use punctuation, you receive the following error message when you click Save:The field Match list name contains invalid characters (&%^\:/*?.|><'#@+=")
- In the Match list description box, you may describe the function of the match list. This description does not affect the function of any rule or of the match list itself.
- Under This List Contains, click DOS wild card style expressions.
- In the Match list filter box, type the domain names that are known to originate spam. Each domain name that is entered occupies a single line in the Match list filter box. You can use the following symbols and characters in the Match list filter box:
! @ # $ % ^ & * ( ) _ + } { " : > < ? | ~ , . / ; ] [ = -
Note
Type the entries by using one of the following formats:
*@domain.com
domain.com
Mail Security for Microsoft Exchange does not correctly process entries that are in the "@domain.com" format.
- Click Save.
Step 2: Create a content filtering rule
- In the left pane of the single-server user interface, click Policies, and then click Standard Policy.
- Under Subpolicies in the right pane, make sure that the Filter Subpolicy check box is selected.
- In the left pane, click Filtering subpolicy.
- Under Rules in the right pane, click Add new.
- Under Add Filtering Rule, type a name in the Filtering rule name box. For example, type spam
Note Do not use punctuation (a period or other characters) at the end of a name. If you do use punctuation, you receive the following error message when you click Save:The field Match list name contains invalid characters (&%^\:/*?.|><'#@+=")
- Make sure that the Enable rule check box is selected.
- Under This rule applies to, click Sender.
Step 3: Configure the "Create expression" section of the content filter rule
- In the Choose conditional list, click Unless.
- In the Choose attribute list, click Sender.
- In the Choose comparison list, leave the box set to Contains.
- In the Choose comparison box, click to select the Whole words only check box.
Note By default, the Ignore case check box is selected. - To the right of the Choose value list, click A member of Match List.
- In the A member of Match List list, click allow list.
- Click Add.
Resolution 5: Install Exchange Server 2003 Service Pack 1, and disable Cached Exchange Mode
If you experience issues when you preview messages in Outlook, first make sure that you have installed Exchange Server 2003 SP1. This service pack contains updates and improvements that address the situations that are described in the Symptoms section.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
836993�
How to obtain the latest service packs for Exchange Server 2003
If you still experience issues when you view saved e-mail in the personal folders file (.pst file) after you install Exchange Server 2003 SP1, use the workaround in the
Workaround section.
Issues when you preview messages in Outlook occur when you configure a basic virus rule to "Delete entire message" in Symantec Mail Security 4.5.x for Microsoft Exchange, and Outlook 2003 is configured to use Cached Exchange Mode. To resolve this issue, disable Cached Exchange Mode in Outlook.
How to disable Cached Exchange Mode in Outlook
- On the Tools menu, click E-mail accounts, and then click to select View or change existing e-mail accounts.
- Click Next.
- Click to select the Exchange Server e-mail account, and then click Change.
- Click More Settings, and then click Advanced.
- Under Mailbox Mode, click to clear the Cached Exchange Mode check box.
Note You can also search for and then delete all files that end in the extension ".ost."
Resolution 6: Remount the mailbox store
The
Scan SMTP messages leaving the server Auto-Protect option in Exchange Server 2003 uses the Microsoft VSAPI 2.5 TransportAVAPI protocol. This protocol requires that a local store must be available to scan SMTP traffic. An SMTP gateway or a front-end server may have the local Information Store service disabled and the mailbox store not mounted. In this case, all messages will be stuck in the SMTP �Messages pending submission� queue. To submit these messages for scanning after the store is remounted, use the
Force connection option in Exchange System Manager.
More information about TransportAVAPI scanning
The TransportAVAPI protocol uses the SMTP mailbox as a temporary location when the protocol scans SMTP messages for viruses. The SMTP mailbox name uses the following syntax:
%server_name%-{xxxxxxxx-xxxx-xxxx-xxxxxxxxxxxx}
Each message body and attachment is submitted to Mail Security 4.5 for Microsoft Exchange from a subfolder of this mailbox. The subfolder has the following name:
/NON_IPM_SUBTREE/TempTable%231/%231
When you select an action, such as "quarantine," when an item is viral, a log entry and a message are created. The log entry and the message show that the viral item is located in the subfolder.
Resolution 7: Verify whether the message is deleted by a filtering trigger
The recurring appointment message may be deleted by a filtering trigger in the AV. View the Mail Security for Microsoft Exchange logs to see whether any policy settings are violated. If policy settings are violated, a filtering trigger in the AV deletes the message. To resolve this issue, modify the trigger.
Resolution 8: Verify the account permissions
The �Access denied� error indicates that there might be a permissions issue when you move a mailbox between servers. Verify that the account that is used to move the mailbox has the correct permissions. Additionally, make sure that the account is not a member of the SMSMSEADMINS group.
Note The SMSMSEADMINS group is created by Symantec Mail Security 4.0.10.461 for Microsoft Exchange during installation.
Resolution 9: Reinstall Mail Security for Microsoft Exchange
To do this, follow these steps:
- Make sure that the ghosted server is gone from Metabase or Active Directory.
- Uninstall Mail Security for Microsoft Exchange, and then restart the server.
- Look for the ghosted server. If it still exists, delete it by using MetaEdit 2.2 or Metabase Explorer. Restart the computer to make sure that the ghosted server no longer exists.
- Reinstall Mail Security for Microsoft Exchange.
If additional help is required, contact Symantec support. To do this, visit the following Symantec Web site:
Resolution 10: Disable Mail Security for Microsoft Exchange, or contact Symantec support
To contact Symantec support, visit the following Symantec Web site: