Symantec Mail Security for Microsoft Exchange is Unable to Email Reports

Products

• Mail Security for Microsoft Exchange

Issue/Introduction

You have created a report template that includes the email address of a recipient. When you generate the report, the email is not sent to the recipient.

An event similar to the following appears in the Windows Application Event log:

Event Type: Error
Event Source: Symantec Mail Security Managed Components
Event Category: None
Event ID: 0
Date: <<>>
Time: <<>>
User: N/A
Computer: <<>>>>
Description:
Failure encountered while sending email with subject: Symantec Information Foundation™ Mail Security 6.0 for Microsoft® Exchange auto-generated report to one or more of the following recipient(s): <<[email protected]>>

Time : Wednesday, April 23, 2008 12:13:25 PM
Outer Exception Type: System.Runtime.InteropServices.COMException
Outer Exception Message: The transport failed to connect to the server.

Outer Exception Source: CDO.Message.1
---Outer Exception Stack Trace---
at Symantec.Interop.Cdosys.MessageClass.Send()
at Symantec.Cmaf.Reporting.DataAccess.ReportingDiskAccess.SendEmailAsMHTML(String msgFrom, String msgRecipients, String msgSubject, String altTextBody, String filePath, String htmlFileName, StringCollection bodyParts)

Source : Symantec.Cmaf.Reporting.DataAccess.ReportingDiskAccess::SendEmailAsMHTML Thread:9
SendEmailAsMHTML at offset 1273 in file:line:column :0:0

 

Resolution

Upgrade to SMSMSE 6.0.9 or higher. To download the latest release, read Obtaining an update or an upgrade for a Symantec Corporate product.
 
Workaround
 
In some cases we have found that the use of a secondary or custom SMTP address causes this problem. For instance the intended recipient uses these email address, [email protected] and [email protected]. The Exchange server is in domainA. If you use the email address [email protected] the report is sent. If you use the email address [email protected] the report is not sent.
 
Be sure you use the email address that uses the domain of the Exchange server.
 
In some cases you may need to add the Exchange server address to the intended recipient’s account in Active Directory.   
 
Please follow these steps to add the Exchange server address in Active Directory:  

1. Open Active Directory Users and Computers.

2. Right-click the intended recipient.

3. Click Properties.

4. On the E-mail Addresses tab click New.

5. In the New E-mail Address dialog box click SMTP Address.

6. Click OK.

7. In the Internet Address Properties dialog box, type [email protected] where domainX is the domain where the Exchange server resides.  

8. Click OK.

9. Use this address in the report.

10. Generate the report.

Additional Troubleshooting

If none of these steps resolve the problem use the following article to continue troubleshooting: How to troubleshoot notification and release by mail problems with Symantec Mail Security for Microsoft Exchange on Exchange 2007/2010.