When Checking the Quarantine in Symantec Mail Security for Microsoft Exchange (SMSMSE) the Error Message "Encrypted File Header was Invalid and could not be read." is shown

Products

• Mail Security for Microsoft Exchange

Issue/Introduction

When Checking the Quarantine in Symantec Mail Security for Microsoft Exchange (SMSMSE) the Error Message "Encrypted File Header was Invalid and could not be read." is shown.


Perform the following steps to check the quarantine:

1. Open the SMSMSE console.

2. Select Monitors > Quarantine.

3. Press F5 to refresh quarantine.


 

Cause

This is caused by corruption of a file in the quarantine folder.

Resolution

Configure file system antivirus programs (such as Symantec Endpoint Protection (SEP) or Symantec AntiVirus Corporate Edition (SAV) to exclude the SMSMSE directories from scanning and altering the files. By default the installation directory of SMSMSE is C:\Program files\Symantec\SMSMSE.

The following KB article contains detailed steps on file system exclusion for SEP and SAVE: Configuring exclusions when Symantec Mail Security for Microsoft Exchange and either Symantec Endpoint Protection or Symantec AntiVirus Corporate Edition are installed together.

If this issue continues to occur contact Symantec Technical Support to troubleshoot.



Technical Information
Perform the following steps to identify and remove the corrupted file:

 

1. Move all files that end in .Q from the directory C:\Program Files\Symantec\SMSMSE\<version>\Server\Quarantine to a temporary directory. Do not move any other files or directories.
2. Then, one file at a time, move it back into the directory C:\Program Files\Symantec\SMSMSE\<version>\Server\Quarantine.
3. Refresh the console Quarantine view.
4. If the error message is displayed then the file is corrupt and should be deleted.