PureMessage "Failed to create the virus engine while processing message"

Hi J.Janssens 

Would you please suggest whether you have clustered Exchange server and if yes, please suggest which Pure-message for Exchange version you are using in your environment?

Hello. No, it's three Exchange servers with three different databases in three different countries - no DAGs. All servers are on PureMessage version 4.0.4.

Hi J.Janssens 

Thank you for the information.

Please suggest if all the three pure message for exchange servers are having all three different databases or if they are connected to the same database, have you checked the connectivity between pure message for exchange server and the database server?

Hello Jasmin. There is one DB in site A and sites B and C connect to that DB. I can see (and manage) all three PureMessage servers. 1433/tcp and 1434/udp have been allowed for SQL communication and both beacon.exe and SavexSrvc.exe have been allowed explicitly through the Windows firewall.

Hi J.Janssens 

Please advise if you already had the Anti-Virus client available on the servers B and C before installing the Pure message for Exchange. 

If yes, please suggest if you uninstalled them and then installed the Pure Message for Exchange on the machine.

If Pure Message for Exchange is installed after the uninstallation of the older client, would you please suggest what is the update source of the client on server B and server C.

Ideally, the source should be Sophos and username and password should be provided with your license to you.

Hi J.Janssens 

Please advise if you already had the Anti-Virus client available on the servers B and C before installing the Pure message for Exchange. 

If yes, please suggest if you uninstalled them and then installed the Pure Message for Exchange on the machine.

If Pure Message for Exchange is installed after the uninstallation of the older client, would you please suggest what is the update source of the client on server B and server C.

Ideally, the source should be Sophos and username and password should be provided with your license to you.

Hello Jasmin. Thank you. Sophos Endpoint Protection was installed before PureMessage yes. So I should uninstall the AV client and PureMessage and then install them again but PureMessage first?

Hi J.Janssens 

Yes, you will need to uninstall AV client first and then install Puremesssage, let me know if that helps you. 

Hello. I uninstalled the AV client and PureMessage on both Server B and C and then reinstalled in the other order. Exactly the same happens. 

Hi J.Janssens 

It seems that this would require an in-depth investigation alongwith logs. I would request you to open a support case and PM me the case number once done. 

Thank you. I sent the case number by PM.

Hi J.Janssens 

Thank you for providing the case number. I will keep an eye on the same and shall let you know if there is anything required from your end. 

Hi J.Janssens 

Just wanted to follow up on this thread, are you still facing this issue?

Hello Shweta,

No, but I am not entirely sure why not. When Sophos looked at the install with me, the problem was gone. Less than 10% of email traffic was not scanned, but that is apparently acceptable. before it was nearly 100% unscanned. The fact that on the main mail server, where most traffic is but also the DB, unscannable objects is nearly 0, makes me think in reality the issue is performance related. I suspect that this error happens if Server B and Server C query the DB in Server A and the reply doesn't come fast enough. I'll see how it goes in January. Right now, because of the holidays, there's few traffic and much bandwidth. 

Hi J.Janssens 

Sure, if you need any help from our side, please let us know. We'll help you to resolve your issue.