Overview

You experience one or more of the following issues with quarantine emails: 

• Emails released from quarantine are not delivered to recipients.
• Cannot open email details in the quarantine digest.
• Trying to release items from quarantine fails with the message 'Item already approved'.

Solution

The issue occurs due to an empty pickup path in the configuration databases.

Stop the MailEssentials services

The MailEssentials services need to be stopped.

Open the Windows Services Manager by navigating to Start > Run > services.msc and stop the following services:

• Microsoft Exchange Transport service
• GFI List Server
• GFI MailEssentials Attendant
• GFI MailEssentials AS Scan Engine
• GFI MailEssentials Autoupdater
• GFI MailEssentials AV Scan Engine
• GFI MailEssentials Backend
• GFI MailEssentials Legacy Attendant
• GFI POP2Exchange
• GFI MailEssentials Quarantine Action Services

Update databases

In order to obtain the correct pickup and replay paths for your environment, please run the following commands in the Exchange Management Shell:

Get-TransportServer -Identity "Server Name" | Fl name, PickupDirectoryPath
Get-TransportServer -Identity "Server Name" | Fl name, ReplayDirectoryPath

Manually add the pickup paths for the email server in the databases specified below:

• Make a backup of the ..\GFI\MailEssentials\Antispam\config.mdb database
• Open the ..\GFI\MailEssentials\Antispam\config.mdb database, expand the tb_general table, and insert the pickup and replay paths obtained earlier.
• Make a backup of the ..\GFI\MailEssentials\EmailSecurity\Data\avapicfg.mdb database
• Open the ..\GFI\MailEssentials\EmailSecurity\Data\avapicfg.mdb database, expand the tb_general table, and insert the pickupdirectorypath and replaydirectorypath paths obtained earlier.

Start the MailEssentials services

The MailEssentials services previously stopped, need to be started back up.

Open the Windows Services Manager by navigating to Start > Run > services.msc and start the following services:

• Microsoft Exchange Transport service
• GFI List Server
• GFI MailEssentials Attendant
• GFI MailEssentials AS Scan Engine
• GFI MailEssentials Autoupdater
• GFI MailEssentials AV Scan Engine
• GFI MailEssentials Backend
• GFI MailEssentials Legacy Attendant
• GFI POP2Exchange
• GFI MailEssentials Quarantine Action Services

Testing

After applying the steps above, the newly released quarantined emails should be delivered to their recipients.

If the issue still persists, please generate the troubleshooting logs as follows:

• Make sure that you have tracing enabled.
• Wait for at least 30 minutes to gather enough information and for the issue to be reproduced.
• Run the troubleshooter:
  1. Start > Programs > GFI MailEssentials > Troubleshooter
  2. Follow the Log Generation Wizard for collecting the required and pertinent information.
  3. Select New Case when completing the log generation to attach the logs to a new case that will be automatically created, or open a support ticket manually and attach the logs to that ticket, so that the Support team can investigate the problem.