AV updates failing and emails are delivered to emailsecurity\failedmails folder

Versions / Builds Affected

MailEssentials 2012 and 2014

Status

Resolved

Problem Summary

Emails are landing in the failed mails folder after the AV engine fails to update the local files.

How to Identify

Customer is getting alerts for updates failing. The av scan engine will fail to initialize and all emails are getting delivered to the failed mails folder.(MailEssentials\EmailSecurity\FailedMails) Errors in the MailEssentials\DebugLogs\AutoUpdate.log will match below. error ","AutoUpdate","Error updating local files: Error HRESULT E_FAIL has been returned from a call to a COM component." If the above error matches the case please attach article to the case for tracking purposes.

Workaround / Fix Details

A manual update will correct the issue. http://kb.gfi.com/articles/SkyNet_Article/How-to-download-and-update-GFI-MailEssentials-2012-virus-definitions-manually?retURL=%2Fapex%2FSupportHome&popup=true -If update issue persists, verify the customer has proper backup and av exclusions in place -Verify the correct Firewall exclusions are in place -Attach Article to Case -Escalate if issue persists.

Required Actions

A manual update will correct the issue. http://kb.gfi.com/articles/SkyNet_Article/How-to-download-and-update-GFI-MailEssentials-2012-virus-definitions-manually?retURL=%2Fapex%2FSupportHome&popup=true -If update issue persists, verify the customer has proper backup and av exclusions in place -Verify the correct Firewall exclusions are in place -Attach Article to Case -Escalate if issue persists.