Status
OpenTT / JIRAID
GFIME-767How to Identify
1. Note down what Engines are failing and if it's intermittent or constant (check Dashboard Updates)
2. There will be Failed VSE errors in Dashboard Logs. If VSE.log reveals it's a Vipre issue, confirm in Vipreloader.log one of the below lines:
* 2016-10-09,22:58:25,911,1,"#00004fd4","#00003ba0","error ","VipreLoader","CVipreLoader::Init - Error: initialisation failed, Error [6]"
* 2016-10-10,10:51:12,191,1,"#00004fd4","#00002d4c","error ","VipreLoader","CVipreLoader::Init - Error: initialisation failed, Error [3]"
* 2016-11-29,11:38:21,129,1,"#00002780","#00002cfc","error ","VipreLoader","CVipreLoader::Init - Error: LoadLibrary failed [C:\Program Files (x86)\GFI\MailEssentials\Antivirus\vipre\vipre.dll]"
- Please send the procedure in "Workaround/Fix Details" to customer to confirm if it's related to the Known Issue of Vipre failing to initialize or it's a generic issue with our Updates Servers
- Once SDK logs are received, open EmailSecurity/debuglogs/VipreLoader.log and confirm the below lines are present:
2016-11-11,06:11:18,583,1,"#0000036c","#00002df4","info ","VipreSDK","[DIAG] : [11764][11/11 06:11:18.074188]=[vcore:ublDiag] vcoreEventInitializeModuleEx: After obtaining gCoreLock. "
2016-11-11,06:11:18,598,1,"#0000036c","#00002df4","error ","VipreSDK","[ERR.] : [11764][11/11 06:11:18.075804]Workaround / Fix DetailsI'd like you to download the following patch files:
http://psg.gfi.com/ME/Tools//VipreSDKLogURepositoryWorkaround.zip
1. Unblock the zip file (Right click > Properties > Unblock) and unzip the file.
2. Shutdown Autoupdater service (make sure no update is in progress to avoid problems)
3. Rename the ...GFI/MailEssentials/MEC.AutoUpdate.AuUpdate.dll to MEC.AutoUpdate.AuUpdate.old
4. Replace the MEC.AutoUpdate.AuUpdate.dll by the one provided
5. Go to ...GFI\MailEssentials\Updater/Vipre
6. Create a folder with this exact name "persistent"
7. Put the new gfivipreloader.dll to this new folder (i.e. Update/Vipre/persistent)
8. Restart the Autoupdate service
9. Click Update Now in the MailEssentials Configuration > EmailSecurity > Virus Scanning Engine > VIPRE > Updates tab
10. Wait for the update to complete, then gather a new troubleshooter.
You can rename the old Autoupdate dll back to disable the logging or you can leave it running for now.