Entire mail queue stuck, urgent help please!

We are running the latest UTM 9.708-6 on the AWS marketplace, ever since March last year, there are about once or twice a month, one or two large emails are stuck the entire email queen, usually, it's an email with PDF attachments as described in these tickets-

community.sophos.com/.../mails-are-not-processed-due-to-pdf-attachments
https://community.sophos.com/utm-firewall/f/mail-protection-smtp-pop3-antispam-and-antivirus/127443/emails-stuck-in-smtp-spool-with-error

The attachments are usually scanned PDF documents, some of them are hard to read, the scanner always timeout and stuck all the inbound and outbound emails in 

I went through the discussions above but there isn't any helpful answer, it seems to be a legit bug and occurs increasingly this year (3 times in 2 weeks), on one occasion more than 20k emails stuck in the mail queue for nearly a day, we cannot constantly keep our eyes on the queue, could you please help us with a solution?

Parents Reply
  • Hi Johnny and welcome to the UTM Community!

    If you can identify a blocking email, show us the lines from the SMTP log related to that email.

    Cheers - Bob

    PS MediaSoft's UTM is in AWS and uses the SMTP Proxy.  We haven't seen this.

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
Children
  • Sorry for the late reply

    Here is one example:

    2022:01:19-10:45:07 mail exim-in[18726]: 2022-01-19 10:45:07 1n9z61-0004s2-28 sasi reports probability: 0.099750, version: Antispam-Engine: 4.1.4, AntispamData: 2022.1.19.316
    2022:01:19-10:45:07 mail exim-in[18726]: 2022-01-19 10:45:07 1n9z61-0004s2-28 <= trent@wxxxxxxn.com.au H=ihm-bur-irony3.ihm.iinet.net.au [203.113.244.213]:58671 P=esmtps X=TLS1.2:ECDHE-RSA-AES256-GCM-SHA384:256 CV=no S=3070347 id=0f71bb6c144c481ebf56fe05f64d2f85@ihm-port-e13m07.prdhosting.local
    2022:01:19-10:45:08 mail smtpd[4849]: QMGR[4849]: 1n9z61-0004s2-28 moved to work queue
    2022:01:19-10:45:09 mail smtpd[6579]: SCANNER[6579]: 1n9z65-0001i7-Lp <= trent@wxxxxxxn.com.au R=1n9z61-0004s2-28 P=INPUT S=3065513
    2022:01:19-10:56:00 mail smtpd[4842]: MASTER[4842]: 1n9z61-0004s2-28 Scanner timeout or deadlock
    2022:01:19-10:57:00 mail smtpd[22785]: SCANNER[22785]: 1n9zHY-0005vV-HU <= trent@wxxxxxxn.com.au R=1n9z61-0004s2-28 P=INPUT S=3065513
    2022:01:19-11:08:00 mail smtpd[4842]: MASTER[4842]: 1n9z61-0004s2-28 Scanner timeout or deadlock
    2022:01:19-11:09:00 mail smtpd[28104]: SCANNER[28104]: 1n9zTA-0007JI-J3 <= trent@wxxxxxxn.com.au R=1n9z61-0004s2-28 P=INPUT S=3065513
    2022:01:19-11:20:00 mail smtpd[4842]: MASTER[4842]: 1n9z61-0004s2-28 Scanner timeout or deadlock

  • If you're still having this problem, Johnny, check to see what attachment (a .pdf or a .scn?) is causing the queue to get blocked.  If Sophos Support solved this for you, please share the solution.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA