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Sandstorm scan pending SMTP spool (for over a day)

Today I saw there are 3 mails in SMTP spool. Two of them are from yesterday and 1 from the day before yesterday. All 3 have status Sandstorm scan pending.
What can be wrong that these mails are still in the spool?

They look pretty legit (sender and recipient send each other more often and files and mails look like others), so I can release those mails, but that doesn't really solve the (possible) problem. Other mails have also been scanned and are delivered shortly after.

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0 JoergRiether over 7 years ago

This seems to be a bug - either related in sandstorm or locally. We see many mails stuck there waiting for days.
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0 JoergRiether over 7 years ago in reply to JoergRiether

Anyone at Sophos like to comment on this one?
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0 tcassano over 7 years ago

Same problem here. I disabled the feature because there were dozen of messages pending without a reason...
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0 JoergRiether over 7 years ago in reply to tcassano

I checked with our other UTMs - same problem everywhere! I guess this is everywhere and nobody did really recognize it till now.

I escalated this to Sophos directly. I have a private session scheduled for Friday morning.

If anybody has found a workaround - please write it here.

Just FYI - this is what I did in the meantime:

checked /var/log/sandboxd.log

checked sandbox.sophos.com:443

checked ps aux | grep sandboxd

checked fallback.log

eveythings looking good. My best guess: Sandstorm at AWS is somehow dead for SMTP. Samples are submitted but never getting back and at the same time there seems to be no timeout in the UTM so the mail will be in spool forever if you don´t free em manually. Bad stuff!

Thanks,

Joerg
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0 JoergRiether over 7 years ago in reply to JoergRiether

Update: I got confirmation from Sophos: Sandstorm is broken with UTM. SMTP and HTTP. Sophos is working to fix it with Prio=1.
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0 JoergRiether over 7 years ago in reply to JoergRiether

We did a lot of research - some alone and some together with Sophos.

a) Sandstorm was broken on Sophos side - it was fixed yesterday night

b) Some utm systems still are affected and cannot recover - the spool remains full of sandbox pending mails - restarting smtpd, sandboxd or whole utm does NOT help.

c) Latest research: Not all systems are affected. Some are affected. On these affected we tried various things - what finally helped was to reinstall from ISO and then apply the latest backup. Now the spool gets cleared again.

d) To find the real causer (completely reinstall is a bit hard imho) it would be very helpful if one of the affected people could flush the postgresql db and check out if the problem goes away. Ofcourse export all your logs first.
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0 JoergRiether over 7 years ago in reply to JoergRiether

Update from Sophos: Causer is identified, fix is already in development.
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0 EgonSommer over 7 years ago in reply to JoergRiether
There are news about the bug ?
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0 sachingurung over 7 years ago in reply to JoergRiether

Hi Joerg,

Please DM me the case# with Support, I need to monitor the case and monitor the resolution to help our other memebers.

Thanks

Sachin Gurung
Team Lead | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 JoergRiether over 7 years ago in reply to sachingurung

Hi,

manual workaround should be applied ONLY by sophos and thus was removed from forum. Please all encountering the problem please let sophos do this.

Thanks

Joerg
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