Troubleshooting: Uploading and Switching Customized Web Email Protection Templates (formerly known as Web Messenger Templates) can take several minutes to complete

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Article ID: 157023

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Updated On:

Products

Encryption Management Server Gateway Email Encryption

Issue/Introduction

Uploading and switching customized Web Email Protection templates will take some time. Even though a Web Email Protection customized template may be only a few MBs in size, the process can take several minutes to complete, especially if the Symantec Encryption Management Server (formerly known as PGP Universal Server) is part of a cluster. While the template is uploading, additional problems can occur by attempting to make any additional changes to the Web Email Protection service.

 

Resolution

Be patient when working with customized Web Messenger templates.  The Symantec Encryption Management Server will take several minutes to upload and/or switch to new customized templates because the uploading of new templates need to be processed as new Web Email Protection customization files on the server.  Switching to a new customized template also needs to process these configuration files, so when uploading a new template to the Symantec Encryption Management Server, and the Symantec Encryption Management Server UI shows the template has been uploaded, please wait an additional 20 minutes before attempting to *assign* the template.  It is not unreasonable for this process to take upwards of 20 minutes for a fairly small MB customized Web Email Protection template, even when replication is very fast.

When incomplete templates have been assigned as a result of not waiting, the behavior may be errors when attempting to login to Web Email Protection or other incorrect behavior when using Web Email Protection, or the Default Template and the customized template may appear "mixed".  If the template has not yet completed processing in the background, java exceptions can be seen when attempting to assign.
 
If there have been multiple Web Email Protection templates uploaded to the Symantec Encryption Management Server for testing, it is recommended to set the current template to Default, and click the button "Restore To Factory Defaults". Not only will this minimize confusion for which templates should be set, but has been observed that having multiple templates assigned, can sometimes interfere with setting a new customized Web Email Protection templates. 
When the "Restore To Factory Defaults" button has been selected, give the server 20 minutes to complete this process. The Restore button should be clicked on only one of the server nodes. If the templates still exist on the other servers, give the servers some time. The background process is replicating this information to each of the servers. If replication is working properly, this should complete successfully.
Check each cluster node and Web Email Protection Login page to ensure the server has been set back to default values. Login to each Web Email Protection Inbox and ensure the functionality is successful. If the login fails, or if the images appear to be mixed with the old, the process has not yet completed, so give it additional time.
After the Web Email Protection template has shown up on the server, and you have waited 20 minutes, then assign the template on *one* server, and wait another 20 minutes for this assignment to replicate to the other nodes. 
Following these guidelines will generally produce successful results.
 
If the above guidelines have been followed, and the templates are still not working properly, please contact Symantec Support for more assistance.