Application Error after login to the Control Center

Products

• Messaging Gateway

Issue/Introduction

Logging into the Messaging Gateway (SMG) control center results in an immediate "Application Error...".

Attempting to view the "Status" page results in the error "Application Error...".

"The application encountered an error. If you are the administrator, please check the log files for details.

Click here to return to the previous page"

BrightmailLog.log

Sep 10 2023 09:50:40 [BrightmailScheduler_Worker-4] [ScriptHelper] ERROR - com.symantec.smg.controlcenter.BrightmailException: The Agent running on 10.20.30.40 is temporarily unreachable. Please check the specified host. ; nested exception is:
         java.net.SocketTimeoutException: Read timed out

Cause

The application error is being returned by the Status Page (also referred to as the Dashboard). There are multiple issues that can cause this but the most common is that the Control Center cannot communicate with one or more Scanners to determins system status:

• Control center cannot communicate with Messaging Gateway scanner

Resolution

This situation has multiple solutions. One workaround is to manually go to another page in the Control Center:

1. Attempt to login, you will see the application error.
2. Replace <IP ADDRESS> with the host name (or IP address) of your SMG in the URL (for versions 10.7.x):

   "https://<IP ADDRESS>/brightmail/admin/administration/AdminGroupPolicyFlow$list.flo"

   
   (NOTE: This URL is for version 10.6.x of SMG "https://<IP ADDRESS>:41443/brightmail/setting/log/editLogSettings.do".)

3. While on the application error page, paste the URL from step 2 into the browser.
4. You should be able to access most of the Control Center interface.

For further troubleshooting the issue, look in the brightmaillog.log or open a support case.