This article describes the error and its resolution, which occurs when you receive a Non-Delivery Receipt (NDR) email with the following error message:
<firstname.lastname@example.org> (<mail.domain.com>: Antivirus check cannot be performed)
You will also notice in Kerio Connect, that the Messages in Queue tab shows Antivirus Check cannot be performed status mainly.
Root Cause Analysis
Typically, you will receive NDR emails when you send a message to an invalid email address. However, you may also receive an NDR email when antivirus is failing to update due to an internal plugin failure caused by resource limitation.
The error stated above indicates an issue with the email domain during an antivirus check.
To resolve the issue, remove the Bitdefender folder:
- Stop the Kerio Connect service before performing any actions.
- Delete the Bitdefender folder found at the following location:
- Start the Kerio Connect service.