Exporting diagnostic package via ftp to unreachable host generates misleading error in UI

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Article ID: 158517

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Updated On:

Products

Messaging Gateway

Issue/Introduction

When attempting to generate a diagnostics package for Symantec Messaging Gateway (SMG) from the control center UI via the Administration->Utilities page, when an FTP server is chosen as the storage location and that FTP server cannot be reached from the scanner host, an error is generated which does not clearly communicate that the diagnostics package could not be transferred to the specified server. Instead, the raw perl error is displayed in the UI.

Cannot generate diagnostics.
Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/SMS/Common.pm line 366. FTP:Can\'t connect to 10.217.32.1 
ERROR: Unable to send to the specified URL. Please verify the URL address and credentials are correct. 

Cause

 SMG is unable to connect to the specified FTP server in order to transfer the diagnostics file.

Resolution

This can be addressed by specifying an alternate storage location and recreating the diagnostics package. If the target FTP server is operational, please confirm that firewall rules between the SMG appliance and the FTP server do not prevent the SMG appliance from establishing an FTP session with the target server.

The error text is unclear and has been corrected in SMG 10.5.2. Please update when able.