Messages with double-byte character encodings (such as emoji) attempting to be sent to the Control Center as a quarantine incident fail and get stuck in the queue.
The Message Audit Logs show a delivery failure:
421 closing connection
The BrightmailLog.log Control Center log file shows exceptions during each delivery attempt:
Jun 12 2013 09:57:43 [SmtpWorker-13] ERROR - Cannot create a quarantine incident in the database. com.symantec.smg.controlcenter.internal.dataaccess.DataAccessException: The text entered uses an encoding system that is not currently supported. Please rewrite the text. ; nested exception is: java.sql.SQLException: Incorrect string value: '\xF0\x9F\x92\xB0\xF0\x9F...' for column 'subject' at row 1
Messages with 4-byte UTF-8 Unicode encoded characters in the subject line (possibly elsewhere as well) cannot be stored in quarantine.
This issue is fixed in Symantec Messaging Gateway 10.5.x and onwards. So please upgrade Symantec Messaging Gateway to latest release to resolve this issue.