Users do not receive Quarantine Notifications

Products

• Messaging Gateway

Issue/Introduction

About configuring the user and distribution list notification digests

http://www.symantec.com/business/support/index?page=content&id=HOWTO53921

You configured the Quarantine Notification as for abot  best practices but end user do not receive the Notifications

The Brightmaillog.log shows:

Feb 08 2012 09:36:18 [BrightmailScheduler_Worker-12] ERROR - Cannot notify the user that he or she has new spam messages.
com.brightmail.common.BrightmailException: Could not connect to SMTP host: mail.domain.com, port: 25 ; nested exception is:
     javax.mail.MessagingException: Could not connect to SMTP host: mail.domain.com, port: 25;
  nested exception is:
    java.net.ConnectException: Connection timed out
    at com.brightmail.service.mail.impl.MailSend.sendNotificationMessage(MailSend.java:212)
    at com.brightmail.bl.quarantine.SpamNotificationManager.sendNotification(SpamNotificationManager.java:268)
    at com.brightmail.bl.quarantine.SpamNotificationManager.access$000(SpamNotificationManager.java:81)
    at com.brightmail.bl.quarantine.SpamNotificationManager$1.process(SpamNotificationManager.java:159)
    at com.brightmail.bl.quarantine.SpamNotificationManager$1.process(SpamNotificationManager.java:155)
    at com.brightmail.dl.impl.QuarantineDAOMySQL.processNewSpam(QuarantineDAOMySQL.java:726)
    at com.brightmail.bl.quarantine.SpamNotificationManager.notification(SpamNotificationManager.java:153)
    at com.brightmail.bl.quarantine.SpamNotificationTask.executeTask(SpamNotificationTask.java:112)
    at com.brightmail.bl.common.ScheduledTask.execute(ScheduledTask.java:134)
    at org.quartz.core.JobRunShell.run(JobRunShell.java:195)
    at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)
Caused by: javax.mail.MessagingException: Could not connect to SMTP host: mail.domain.com, port: 25;
  nested exception is:
    java.net.ConnectException: Connection timed out
    at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1545)
    at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:453)
    at javax.mail.Service.connect(Service.java:291)
    at javax.mail.Service.connect(Service.java:172)
    at javax.mail.Service.connect(Service.java:121)
    at com.brightmail.service.mail.impl.TransportFactory.createTransport(TransportFactory.java:184)
    at com.brightmail.service.mail.impl.MailTransportMxLookup.sendMessage(MailTransportMxLookup.java:113)
    at com.brightmail.service.mail.impl.MailSend.sendNotificationMessage(MailSend.java:207)
    ... 10 more
Caused by: java.net.ConnectException: Connection timed out
    at java.net.PlainSocketImpl.socketConnect(Native Method)
    at java.net.PlainSocketImpl.doConnect(Unknown Source)
    at java.net.PlainSocketImpl.connectToAddress(Unknown Source)
    at java.net.PlainSocketImpl.connect(Unknown Source)
    at java.net.SocksSocketImpl.connect(Unknown Source)
    at java.net.Socket.connect(Unknown Source)
    at java.net.Socket.connect(Unknown Source)
    at com.sun.mail.util.SocketFetcher.createSocket(SocketFetcher.java:267)
    at com.sun.mail.util.SocketFetcher.getSocket(SocketFetcher.java:227)
    at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1511)
    ... 17 more

Cause

This behaviour can occur due tothe Appliance not being able to reach the right downstream server to deliver the Notifications

In the logs you can see the host: mail.domain.com, port: 25 and these do not reflect the name/ip and port of the downstream mail server

Resolution

Log into the Control Center GUI :

1. Click "Administration"
2. Click "Control Center"
3. Select tab "SMTP"
4. Select "Define a new host"
5. insert HOST and PORT for the downstream mail server