Control center cannot communicate with Messaging Gateway scanner

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Article ID: 170788

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Updated On:

Products

Messaging Gateway

Issue/Introduction

The Messaging Gateway (SMG) control center is unable to communicate with the SMG scanner resulting in a number of potential issues:

  • Message audit log queries fail and / or are delayed or spin indefinitely.
  • Cannot propagate configuration changes to scanners
  • Unable to view Message Queues

agent_log
2018-01-09T21:41:13+05:30 (ERROR:2422.54671328): [33048] Error creating new connection: Unknown error 336150661.

BrightmailLog.log
Jan 09 2018 21:41:13 [BrightmailScheduler_Worker-33] [ScriptHelper] ERROR - com.symantec.smg.controlcenter.BrightmailException: The Agent running on 127.0.0.1 is temporarily unreachable. Please check the specified host. ; nested exception is: java.net.SocketException: Connection reset

 

Resolution

The workaround is to restart the agent service on each SMG scanner, one at a time. This should alleviate the issue temporarily.

On the command line run "service agent restart".

If the issue persists, open a case with Symantec Support.