Seeing error 'Failed to connect to AV/AS service' in logs

  • 7024714
  • 07-Jul-2020
  • 07-Jul-2020

Environment

GWAVA (Secure Messaging Gateway) 7

Situation

Spam and virus scanning are not working. smg-smtp and smg-scanner logs are showing an error of 'Failed to connect to AV/AS service'.

Resolution

If 'Failed to connect to AV/AS service' is showing up in the smg-smtp or smg-scanner logs, than most likely the Bitdefender service is not running. Do the following to see if it's running and to start it if it is not running:

1) To check to see if it is running type: service smg status

If it's running there should be two services that reference "bdamserver", for example:
├─15555 /vastorage/smg/services/av-as/app/bdamserver -c /vastorage/smg/services/av-as/app/bdavserver.conf
├─15556 /vastorage/smg/services/av-as/app/bdamserver -c /vastorage/smg/services/av-as/app/bdasserver.conf

2) If these two services are not running then restart SMG by doing the following:
a) Type: service smg stop

b) Then type: service smg start

Check again to see if it's running by typing: service smg status. The results should look similar to this:


● smg.service - Micro Focus Secure Messaging Gateway
   Loaded: loaded (/usr/lib/systemd/system/smg.service; enabled; vendor preset: disabled)
   Active: active (running) since Tue 2020-07-07 09:08:37 MDT; 1h 41min ago
  Process: 15521 ExecStop=/vastorage/smg/assets/bin/linux/scripts/smg stop (code=exited, status=0/SUCCESS)
  Process: 15554 ExecStart=/vastorage/smg/assets/bin/linux/scripts/smg start (code=exited, status=0/SUCCESS)
    Tasks: 51
   CGroup: /system.slice/smg.service
           ├─15555 /vastorage/smg/services/av-as/app/bdamserver -c /vastorage/smg/services/av-as/app/bdavserver.conf
           ├─15556 /vastorage/smg/services/av-as/app/bdamserver -c /vastorage/smg/services/av-as/app/bdasserver.conf
           ├─15557 /vastorage/smg/assets/bin/linux/x64/smg-supervisor /root=/vastorage/smg
           ├─15582 /vastorage/smg/assets/bin/linux/x64/smg-smtp "/root=/vastorage/smg/" /ServerId=1 /ModuleId=11010
           ├─15583 /vastorage/smg/assets/bin/linux/x64/smg-relay "/root=/vastorage/smg/" /ServerId=1 /ModuleId=21010
           ├─15584 /vastorage/smg/assets/bin/linux/x64/smg-scanner "/root=/vastorage/smg/" /ServerId=1 /ModuleId=10
           └─15585 /vastorage/smg/assets/bin/linux/x64/smg-quarantine "/root=/vastorage/smg/" /ServerId=1 /ModuleId=14010

3) If it's still not running, reboot the server by one of the following ways:

1) Type from a prompt: init 6

or

2) Login to vaadmin console https://serverIP:9443 and on the top right click on Reboot


4) If those two bdamservers are still missing, enable Bitdefender logging by doing the following (NOTE: It's not recommended to leave this logging on all the time. Make sure to disable it after the necessary logs are acquired).

a) Using Winscp, browse to Bitdefender logging settings in the /vastorage/smg/services/av-as/app/bdavserver.conf and/or bdasserver.conf

b) Change the following sections in bdavserver.conf:

PathLog=  change to PathLog=/vastorage/smg/services/logs/bdav.log

LogDebug=0 change to LogDebug=1

c) Change the following sections in bdasserver.conf:

PathLog=  change to PathLog=/vastorage/smg/services/logs/bdas.log

LogDebug=0 change to LogDebug=1

Review the logs specified for further details as to why it's not running.

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