Emailing OCR incident details from Enforce UI fails with RSOD

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Article ID: 184428

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Updated On:

Products

Data Loss Prevention Enforce

Issue/Introduction

When drilling into OCR (Optical Character Recognition) incident details Enforce is generating an error when trying upon send.

An unexpected error has occurred. This could be due to one of the following: 1) Your session timed out and you selected a link that was no longer valid, 2) You used the browser back or forward button placing the system into an inconsistent state, or 3) The system experienced a temporary problem.

Cause

The error is only thrown when the "Send report data with emails" option in selected in the Enforce General settings page. When the, "send reports as links, login required to view" setting is selected, the email is sent without error.

The error in the localhost log is:

25 Jun 2018 13:39:57,481- Thread: 117 INFO
[com.vontu.manager.report.OcrThumbnailController]
OcrThumbnailController.showThumbnail: load image thumbnail for crackedMessageID: 81 
incidentID: 40
25 Jun 2018 13:39:57,525- Thread: 171 INFO
[com.vontu.manager.report.OcrThumbnailController]
OcrThumbnailController.showThumbnail: load image thumbnail for crackedMessageID: 82 
incidentID: 40
25 Jun 2018 13:39:57,567- Thread: 121 INFO
[com.vontu.manager.report.OcrThumbnailController]
OcrThumbnailController.showThumbnail: load image thumbnail for crackedMessageID: 80 
incidentID: 40
25 Jun 2018 13:40:13,866- Thread: 121 WARNING
[com.vontu.enforce.mail.MailClient] Unable to send email using mail server
(mail.<customer>.com:25)
Cause:
javax.mail.MessagingException: IOException while sending message
java.io.FileNotFoundException:
/opt/SymantecDLP/Protect/tomcat/webapps/ProtectManager/enforce/incident/ocr/thumbnail/show/80/40
(No such file or directory)
javax.mail.MessagingException: IOException while sending message;
  nested exception is:
         java.io.FileNotFoundException:
/opt/SymantecDLP/Protect/tomcat/webapps/ProtectManager/enforce/incident/ocr/thumbnail/show/80/40
(No such file or directory)
         at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:625)
         at com.vontu.enforce.mail.MailClient.doSendEmail(MailClient.java:117)

Environment

DLP 14.x/DLP 15.x

Resolution

To work around this failure choose the option "Send reports as links, login required to view" in System > Settings > General.

This is scheduled for permanent fix in DLP 15.5.