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Blocked messages - page 2... not showing

MarkThompson1

Recently had a request from a user searching for an older message in their quarantine. The quarentine shows they have 22 messages. Page 2 should be showing messages 21-22 but it isnt. 

I have replicated this in IE11, Edge, Chrome and Firefox on multiple user accounts. 

Any ideas what is going on?



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    Unfortunately this is not something that can be answered on the forums.. To properly troubleshoot it access to the appliance is required to recreate the query in the database. 

     

    that been said there are several things it "could" be.

     

    * ad query config string is incorrect

    * distribution list emails that the user is apart of or owns, with a combination of ad query config string issues

    * alias mapping

    * under accounts / user groups AD may not be enabled

    * clustered appliances and the member with a few emails on it can not properly communicate to the cluster master.

    * only items for spam / bulk are shown to users, if you log in as an admin you would also see viruses, keywords and other quarantine "reasons" 

     

    It may also be a simple pagination error as well.  ie: the results were not returned properly to the ui.. this could be verified in the log files as well.

     

    there are some required questions to:

    is this 1 user, or all users

    are the appliances clustered and all at the same site? also is the bilateral communication / dns and networking rules for each member https://docs.sophos.com/msg/sea/help/en-us/msg/sea/concepts/PortConfig.html?hl=list%2Cports

    does it happen every time? or intermittent and if you rdp into another site are the results the same? 

    was the email released by the user or an administrator?

     

     

    I would open a support case, this will get you started and or resolve your case when an engineer can look at the logs and or query the db.

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  • 0

    Unfortunately this is not something that can be answered on the forums.. To properly troubleshoot it access to the appliance is required to recreate the query in the database. 

     

    that been said there are several things it "could" be.

     

    * ad query config string is incorrect

    * distribution list emails that the user is apart of or owns, with a combination of ad query config string issues

    * alias mapping

    * under accounts / user groups AD may not be enabled

    * clustered appliances and the member with a few emails on it can not properly communicate to the cluster master.

    * only items for spam / bulk are shown to users, if you log in as an admin you would also see viruses, keywords and other quarantine "reasons" 

     

    It may also be a simple pagination error as well.  ie: the results were not returned properly to the ui.. this could be verified in the log files as well.

     

    there are some required questions to:

    is this 1 user, or all users

    are the appliances clustered and all at the same site? also is the bilateral communication / dns and networking rules for each member https://docs.sophos.com/msg/sea/help/en-us/msg/sea/concepts/PortConfig.html?hl=list%2Cports

    does it happen every time? or intermittent and if you rdp into another site are the results the same? 

    was the email released by the user or an administrator?

     

     

    I would open a support case, this will get you started and or resolve your case when an engineer can look at the logs and or query the db.

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