SMG-scanner stops working

  • 7024824
  • 17-Sep-2020
  • 17-Sep-2020

Environment

GWAVA (Secure Messaging Gateway)

Situation

Message scanning has stopped. The smg-scanner log shows it loading but nothing else after that. Messages are getting processed but not scanned.

[140412310288128] 2020-09-17 13:22:47 Preparing service processor: stats
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: message_tracker
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: block
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: quarantine
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: quarantine
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: notify
[140412310288128] 2020-09-17 13:22:47 Collating service object hierarchy
[140412310288128] 2020-09-17 13:22:47 Mapping events to services
[140412310288128] 2020-09-17 13:22:47 Error occurred joining event instance with id:35064 to service with id:undefined (is your database schema current?)
[140412310288128] 2020-09-17 13:22:47 Reading exceptions
[140412310288128] 2020-09-17 13:22:47 Preparing exception: whitelist
[140412310288128] 2020-09-17 13:22:47 Collating exception hierarchy
[140412310288128] 2020-09-17 13:22:47 Binding exceptions to events
[140412310288128] 2020-09-17 13:22:47 Scan engine for policy ID 12345 from OU ID 1 has been created
[140412310288128] 2020-09-17 13:22:47 Loading scan engine for policy ID: 26026
[140412310288128] 2020-09-17 13:22:47 Reading engine global properties
[140412310288128] 2020-09-17 13:22:47 Reading scan events
[140412310288128] 2020-09-17 13:22:47 Preparing scan function: received
[140412310288128] 2020-09-17 13:22:47 Collating scan object hierarchy
[140412310288128] 2020-09-17 13:22:47 Reading services
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: stats
[140412310288128] 2020-09-17 13:22:47 Preparing service processor: message_tracker
[140412310288128] 2020-09-17 13:22:47 Collating service object hierarchy
[140412310288128] 2020-09-17 13:22:47 Mapping events to services
[140412310288128] 2020-09-17 13:22:47 Reading exceptions
[140412310288128] 2020-09-17 13:22:47 (clam) Unable to connect to ClamAv service
[140412310288128] 2020-09-17 13:22:47 (INIT) System boot complete, starting service handlers
[140412203296512] 2020-09-17 13:22:47 (CORE) Startup module heartbeat

Resolution

If the smg-scanner log (this log can be found in the System Admin. UI | System Management | manage servers | <server name> | system logs | Download) doesn't show more than the above example after it starts up, then it is possible that the license has expired. This can be verified in two ways:

1) In the SMG System Admin. UI | system management | licensing. Check to see if the installed license has expired:


2) In the smg-smtp log look for the following string: SMTP interface license expired or invalid.

If either of the above show the license is expired, follow this TID to install a new license.

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