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Reports generated as a PDF cannot be opened by Symantec Mail Security for Microsoft Exchange (SMSMSE)

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Article ID: 162828

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction

After generating a Summary Report with Report Format "PDF" attempts to open the report result in a blank screen and the PDF never opens.

 

Conditions

1.  Platform is Windows Server 2008 or 2012.

2.  The Symantec Mail Security for Microsoft Exchange Console displays the following behavior:

3. The Windows Event Viewer Application log displays errors similar to the following:

Type :        Error
Date :        1/15/2016
Time :        10:12:57 AM
Event :        0
Source :        Symantec Mail Security Managed Components
Category :    None
User :        N/A
Computer :    Win2012.Exchange2013.local
Description:

The following information was included with the event (insertion strings):
CreateSummaryReport Object reference not set to an instance of an object.

Source :
Symantec.Cmaf.Reporting.Management.ReportingManager::FormatSaveAndEmailReport
Thread:10
FormatSaveAndEmailReport at offset 928 in file:line:column :0:0

 


---

Type :        Error
Date :        1/15/2016
Time :        10:13:00 AM
Event :        0
Source :        Symantec Mail Security Managed Components
Category :    None
User :        N/A
Computer :    Win2012.Exchange2013.local
Description:

The following information was included with the event (insertion strings):

 Time : Friday, January 15, 2016 10:12:58 AM
 Outer Exception Type: System.IO.IOException
 Outer Exception Message: The process cannot access the file
'Summary_PDF.1-15-2016.101233.Image0.png' because it is being used by another
process.
 Outer Exception Source: mscorlib
 ---Outer Exception Stack Trace---
   at System.IO.Directory.DeleteHelper(String fullPath, String userPath, Boolean
recursive)
   at System.IO.Directory.Delete(String fullPath, String userPath, Boolean
recursive)
   at Symantec.Cmaf.Reporting.DataAccess.ReportingDiskAccess.DeleteDir(String
dir, Boolean bRecursive)

Source : Symantec.Cmaf.Reporting.DataAccess.ReportingDiskAccess::DeleteDir Thread:12
DeleteDir at offset 84 in file:line:column :0:0


----

Type :        Error
Date :        1/15/2016
Time :        10:13:10 AM
Event :        0
Source :        Symantec Mail Security Managed Components
Category :    None
User :        N/A
Computer :    Win2012.Exchange2013.local
Description:

The following information was included with the event (insertion strings):
Background Worker encountered an error while calling InvokeDelegate(..) : There
is no row at position 0.

Source : Symantec.Cmaf.Common.Helper.BackgroundWorker::ProcessDelegate Thread:10
ProcessDelegate at offset 72 in file:line:column :0:0


---

Type :        Error
Date :        1/15/2016
Time :        10:13:10 AM
Event :        0
Source :        Symantec Mail Security Managed Components
Category :    None
User :        N/A
Computer :    Win2012.Exchange2013.local
Description:

The following information was included with the event (insertion strings):
Background Worker encountered an error while calling InvokeDelegate(..) : There
is no row at position 0.

Source : Symantec.Cmaf.Common.Helper.BackgroundWorker::ProcessDelegate Thread:7
ProcessDelegate at offset 72 in file:line:column :0:0

 

 

 

Cause

This issue is reproducible by installing Microsoft Optional Update (KB3102429)  "Update that supports Azerbaijani Manat and Georgian Lari currency symbols in Windows "

 

Resolution

This issue is resolved in SMSMSE 7.5.4. Upgrade to 7.5.4 to resolve this issue.

 

Workaround

Remove the Microsoft Hotfix KB3102429:

Note: This process will require a reboot of the server.

  1. Open Programs and Features
  2. Inside "Search Installed Updates" type KB3102429
  3. Right-click "Hotfix for MIcrosoft Windows (KB3102429) and choose Uninstall

Or

 

Change the report type to HTML:

  1. In the SMSMSE Console navigate to Reports>Report Templates
  2. Right-Click the desired report and choose "Edit report template"
  3. Click the radio button "HTML" then click Finish
  4. Right-Click the desired report and choose "Generate Report"