Cannot create a quarantine incident in the database for messages with double-byte character encodings

Article Id: 158101

Status: Published

Updated On: 16-06-2015 16:30

Legacy Id: TECH207151

Products:

Messaging Gateway

Issue/Introduction:

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

Cause:

Messages with 4-byte UTF-8 Unicode encoded characters in the subject line
(possibly elsewhere as well) cannot be stored in quarantine.

Resolution:

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.