GFI Scanning engine crashing (build 20110613 and prior)

Versions / Builds Affected

2010, all builds before 20110812

Status

Resolved

Problem Summary

GFI Scanning engine crashing, causing mail to back up into the Submission queue

TT / JIRAID

ME-45

How to Identify

-Emails will back up into the submission queue in Exchange -There will be many "Scanning... FAILED" errors in the logs for the GfiRtAsSubmittedAgent and other similar logs -Some cases may display a failure within the ase_spf logs with this error: 2011-04-25,10:42:33,376,1,"#0000091c","#00001868","error ","ase_spf","processMessage general exception 0" -Restarting the GFIScanS (GFI MailEssentials Scanning engine) restores mailflow

Workaround / Fix Details

Upgrade to MailEssentials 2014 build 20131107 or Later Have the customer download this patch: ftp://ftp.gfiusa.com/MailEssentials/Patches/ME2010_PATCH_20110812_01.zip or after August 18th, 2011, have the customer upgrade to build 20110812.

Required Actions

- Verify Customer is on MailEssentials 2014 build 20131107 or Later Provide the customer with patch/build referenced above. If that does not resolve the issue, get a crash dump, fresh logs, and escalate the case to PSG.