GFI MailEssentials 21.1 fails to save emails to the Quarantine database

Versions / Builds Affected

21.1

Status

Open

Problem Summary

Quarantined emails are not saved to Quarantine.

TT / JIRAID

GFIME-3731

How to Identify

Quarantined emails stay in MSMQ, QAPlugin is unable to write to the quarantine database. The issue can be reproduced in a fresh install of GFI MailEssentials 21.1. It was also reported by several customers who upgraded. Debuglogs: 2017-11-13,15:42:28,181,1,"#00001250","#0000000A","info ","QAPlugin","ProcessItem: adding quarantine item..." 2017-11-13,15:42:28,259,1,"#00001250","#0000000A","error ","QAPlugin","Error: ProcessItem: failed to add quar item" 2017-11-13,15:42:28,259,1,"#00001250","#0000000A","error ","QAPlugin","Error: ProcessItem: exception while processing[System.ApplicationException: ProcessItem: failed to add quar item ; at MEC.QAS.QAPlugin.ProcessItem(Item item, Hashtable infringedRules, PluginFlags& flags)]" 2017-11-13,15:42:28,259,1,"#00001250","#0000000A","error ","QAPlugin","ERROR: ProcessItem: [System.ApplicationException: ProcessItem: failed to add quar item ; at MEC.QAS.QAPlugin.ProcessItem(Item item, Hashtable infringedRules, PluginFlags& flags)]" ----------------------------------- Eventlogs: Plugin QAS.Coordinator reports exception. ERROR.Coordinator.PluginProcessingFailed. Additional info: plugin [MEC.QAS.QAPlugin] threw an exception [System.ApplicationException: plugin [MEC.QAS.QAPlugin] failed to process item at MEC.QAS.CoordinatorThread.ProcessMessage(Object objContext)]

Workaround / Fix Details

None so far.

Required Actions

Gather a full set of log files while reproducing the issue and escalate the case.