Critical Alert: "Unsupported platform: Amazon EC2 m5.large"

Products

• Messaging Gateway

Issue/Introduction

The Symantec Messaging Gateway (SMG) Mail Transfer Agent (MTA) encounters unexpected service crashes or fails to start.

When reviewing the system logs, the following critical alert is displayed:

(crit) SMS: [-] Unsupported platform: Amazon EC2 m5.large

Cause

This issue occurs because the SMG virtual appliance has been deployed on an unsupported platform.

The custom operating system underpinning SMG actively validates the underlying hypervisor environment. When it detects an incompatible platform—such as an Amazon EC2 m5.large instance. The system logs a critical error and core services like the MTA may fail to stabilize or function reliably.

Important Support Policy Notice: Broadcom Support cannot investigate, log cases for, or troubleshoot operational issues on an appliance running on unsupported system. To receive technical assistance, the environment must strictly align with Broadcom's official system requirements.

Resolution

To restore stable mail flow and re-establish support entitlement, you must migrate your Symantec Messaging Gateway to an officially validated platform.