Failed Mails due to Exclusions set in Content filters

Versions / Builds Affected

20131113

Status

Resolved

Problem Summary

When MailEssentials is installed on DMZ (SMTP Relay or Edge) and Exclusions are in place in one of the Content filter rules, Items will fail to process and end up in the failed mails location.

TT / JIRAID

1462

How to Identify

MailEssentials 2014: 1) Check if customer is installed on DMZ 2) Check the Content filter rules(Keyword Filtering,Attachment filtering, and Advanced Content Filtering) if they have any User Exclusions listed under the Users/folders tab 3) Locate the Score.error.gfi_log.txt located in MailEssentials\EmailSecurity\DebugLogs for the following Errors Score.error.gfi_log.txt: error ","SCore","Scan: Calling [Attachment Checking]...ok[25]" error ","SCore","Scan: final result(CRITICAL)" error ","SCore","ResolveRules::LookupUser: a call to Locator->FindUser failed[0x80040E10, (null)]" error ","SCore","ResolveRules: failed to resolve smtp user[asingh@milhouseinc.com], error (The Score.erro.gfi_log.txt will show you which rule has the exclusion): error ","SCore","Scan: Calling [Attachment Checking]...ok[25]"

Workaround / Fix Details

1) Disable the Exclusion rules in the Content filter section. If the exclusions are in place the filter will function correctly 2)Verify that the customer is on the latest build of MailEssentials 3)If customer is on latest build Gather logs and escalate

Required Actions

1) Disable the Exclusion rules in the Content filter section. If the exclusions are in place the filter will function correctly 2)Verify that the customer is on the latest build of MailEssentials 3)If customer is on latest build Gather logs and escalate