BUG REPORT: PGP Universal Server will create missing / duplicate mail parts

Products

Symantec Products

Issue/Introduction

When external users attempt to log into their Web Messenger account, they might be unable to do so and receive the following error message instead.

An unexpected error has occurred and been logged. Please contact your administrator if the problem persists. com.pgp.ovid.data.ODataException:

Additional the following Java Exception might be seen in the server debug logs for webmessenger (on the SSH console the errors are located in files /var/log/ovid/boom-`date +%F`.log ):

EXCEPTION STACK TRACE:

java.lang.IllegalStateException: More than one match returned by find
    at com.pgp.ovid.data.OManagerBase.getInstance(OManagerBase.java:83)
        at com.pgp.ovid.data.OBoomerangMailBase.getRootPart(OBoomerangMailBase.java:255)
        at com.pgp.ovid.data.OBoomerangMail.getRootPart(OBoomerangMail.java:25)
        at com.pgp.boom.BoomInboxScreen.displayMailMessageRow(BoomInboxScreen.java:514)
        at com.pgp.boom.BoomInboxScreen.displayEmailList (BoomInboxScreen.java:503)
        at com.pgp.boom.BoomInboxScreen.renderInbox(BoomInboxScreen.java:452)
   at com.pgp.boom.BoomInboxScreen.doEvent(BoomInboxScreen.java:114)
        at com.pgp.boom.BoomServlet.dispatchEvent(BoomServlet.java:243)
        at com.pgp.boom.BoomServlet.doGet(BoomServlet.java:125)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:627)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter (ApplicationFilterChain.java:269)

Cause

When mail parts are replicated out of order, parent ids may not be populated on some mail parts on replicated nodes.
This causes those mail parts to show up as duplicate roots of the mail.

To verify if the issue exists on the server run the following command and verify if it returns more than 0 rows:
# psql oviddb ovidr -c "SELECT boomerang_mail_uuid FROM boomerang_mail_part WHERE parent_part_id IS NULL GROUP BY boomerang_mail_uuid HAVING COUNT(boomerang_mail_uuid) > 1;"

Resolution

Symantec Corporation is committed to product quality and satisfied customers. This issue is currently being considered by Symantec Corporation to be addressed in a forthcoming version or Maintenance Pack of the product. Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

The following is a known temporary workaround for the issue until the version/maintenance pack is released:
Contact Support to run the script "reclaim_lost_parts.py" on a 3.2 server in order to repair orphaned mail parts. It is required to update the server to version 3.2 or above for the script to run successfully. (The script does run on version 3.3.0 as well.)

Applies To

This issue might occur in clustered PGP Universal environments using Web Messenger.