Diagnostics download to desktop fails with transfer error

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Article ID: 156957

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Updated On:

Products

Messaging Gateway

Issue/Introduction

When attempting to collect a diagnostics file from the Symantec Messaging Gateway (SMG) Control Center via the Administration->Utilities->Diagnostics page with "Download to desktop" selected, the data collection fails with a transfer error and no new diagnostics file is available for download.

GUI error message:
Cannot transfer diagnostics from Scanner host to Control Center host

BrightmailLog.log:
Aug 28 2012 11:05:05 [http-443-Processor1] INFO - Generating diagnostics package
Aug 28 2012 11:07:08 [http-443-Processor1] ERROR - Agent request [HTTP GET https://127.0.0.1:41002/$APPLIANCETEMPDIR$$/$diagnostics$/$diagnostics.12-Aug-28-11-05.vm-sbg.vmnet.lab.tar.gz] error: /data/bcc/temp/diagnostics/diagnostics.12-Aug-28-11-05.vm-sbg.vmnet.lab.tar.gz (Permission denied)
Aug 28 2012 11:07:09 [http-443-Processor1] ERROR -
com.symantec.smg.controlcenter.BrightmailException: Cannot transfer diagnostics
from Scanner host to Control Center host.
        at com.symantec.smg.controlcenter.agent.ApplianceManager.transferDiagnosticsFromScannerToBcc(ApplianceManager.java:1069)
        at com.symantec.smg.controlcenter.monitoring.diagnostic.UtilityManager.generateDiagnosticsPackageForDownload(UtilityManager.java:168)
        at com.symantec.smg.controlcenter.monitoring.diagnostic.NetworkAction.generatePackage(NetworkAction.java:484)
        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
        at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
        at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)

 

Resolution

This issue has been addressed with the SMG v10.0.1 release.

Workaround

There is no workaround for this issue. Customers unable to create a diagnostics file for download to desktop are encouraged to update to the most recent SMG release at their earliest convenience.