Symantec Encryption Management Server displays "Message Not Available" to new Web Email Protection Users

Products

• Encryption Management Server

Issue/Introduction

When a new WEP (Web Email Protection) User clicks on the URL in the notification message sent by SEMS (Symantec Encryption Management Server), they see a warning message that says "Message Not Available - The message is not yet available. Try again later."

If the new WEP user clicks on the URL again some minutes later, they do not receive this message and can login.

When an existing WEP User clicks on the URL in the notification message sent by SEMS, they do not see the new message in their Inbox but it does appear some minutes later.

Cause

The WEP message has not yet replicated to the cluster member that the WEP user logs into but the notification message is sent immediately.

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.

One way of mitigating this problem is to have the WEP cluster member send the WEP message notifications. However, depending on the design of the SEMS environment this may not be possible.

Another way of working around this problem is to delay the sending of WEP message notifications by making configuration changes to Postfix, the MTA (Message Transfer Agent) used by SEMS. Please contact Technical Support for assistance in implementing this change.

 

Applies To

• Symantec Encryption Management Server 3.x in a clustered environment.
• Replication enabled for Web Email Protection messages.
• More likely to occur when Web Email Protection notification messages are sent by a cluster member that does not have the Web Email Protection service running.