Product manual

GFI MailEssentials 13 Troubleshooting and support | 260
13 Troubleshooting and support
13.1 Introduction
This chapter explains how to resolve any issues encountered during installation of GFI MailEssentials.
The main sources of information available to solve these issues are:
This manual - most issues can be solved through the information in this section.
GFI Knowledge Base articles
Web forum
Contacting GFI Technical Support
13.2 Common issues
Issue encountered Solution
Dashboard shows no email is being
processed;
or,
Only inbound or outbound emails
are being processed
1. Ensure that GFI MailEssentials is not disabled from scanning emails. For more
information, refer to Disabling email processing (page 252).
2. Check for multiple Microsoft
®
IIS SMTP virtual servers and ensure that GFI
MailEssentials is bound to the correct virtual server. For more information, refer to
SMTP Virtual Server bindings (page 223).
3. MX record for domain not configured correctly. Ensure that the MX record points
to the IP address of the server running GFI MailEssentials.
4. If inbound emails are passing through another gateway, ensure that the mail
server running on the other gateway forwards inbound emails through GFI
MailEssentials.
5. Ensure that outbound emails are configured to route through GFI MailEssentials.
For more information, refer to Installing on an email gateway or relay/perimeter
server (page 28).
6. Verify that the SMTP virtual server used by Microsoft
®
Exchange Server for
outbound emails is the same SMTP server GFI MailEssentials is bound to.
For more information how to solve this issue refer to:
http://go.gfi.com/?pageid=ME_MonitorProcessing
After installing GFI MailEssentials,
some emails show a garbled
message body when viewed in
Microsoft
®
Outlook
This problem occurs for emails that use one character set for the message header
and a different character set for the message body. When such emails are
processed by Microsoft
®
Exchange 2003, the emails will be shown garbled in
Microsoft
®
Outlook. Microsoft
®
has released a hotfix to resolve this issue.
For more information refer to:
http://go.gfi.com/?pageid=ME_OutlookCharactersand
http://go.gfi.com/?pageid=ME_MessageGarbled
GFI MailEssentials is configured to
move mails blocked as SPAM to a
subfolder of the users’ mailbox.
Clients connected to Microsoft
®
Exchange via POP3 are not able to
view mails blocked as SPAM.
Connect to Microsoft
®
Exchange using IMAP.
For more information refer to:
http://go.gfi.com/?pageid=ME_POP3ViewSpam
Auto updates fail however
manual download via the GFI
MailEssentials configuration works
fine
Ensure that un-authenticated connections are allowed from the GFI MailEssentials
machine to http://update.gfi.com on port 80.
For more information refer to:
http://go.gfi.com/?pageid=ME_AutoUpdatesFail
Also check Proxy Server, if applicable.
Configuration data cannot be
imported.
Ensure that the GFI MailEssentials version and build is identical across both source
and target installations.
For more information how to solve this issue refer to:
http://go.gfi.com/?pageid=ME_ExpImpBuild