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AV Scanner Unreachable: mails will not be sent V9.307-6

Markus S.
Hi,

in mail manager smtp quarantine there are some mails from our internal users that will not sent with the reason: AV Scanner Unreachable

In Email Protection, smtp, antivirus, antivirus scanning we checked dual scan, but we don't have checked "Quarantine unscannable and encrypted content"

How to fix it?

Markus

ASG 425, V9.307-6


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  • 0
    here is the log, i removed e-mail adress and subject


    2015:02:12-15:39:05 security-gateway exim-out[9583]: 2015-02-12 15:39:05 Start queue run: pid=9583
    2015:02:12-15:39:10 security-gateway smtpd[7527]: SCANNER[7527]: id="1001" severity="info" sys="SecureMail" sub="smtp" name="email quarantined" srcip="10.130.0.32" from="*** internal mail address removed *** " to="*** external Mail address removed ***" subject="*** subject removed ***x" queueid="1YLuu5-0001xP-JJ" size="5821670" reason="unscannable" extra="AV Scanner unreachable"
    2015:02:12-15:39:13 security-gateway smtpd[7527]: SCANNER[7527]: 1YLuu1-0002Sx-0v Sending 'Message delivery incomplete' notification to *** internal mail address removed ***
  • 0 in reply to Markus S.
    I have seen this before when one of the AV engines has an issue with a bad update.  Switch to Single Scan temporarily, and try the Sophos engine only first.  If that still fails, then try Avira.  If the condition persists, start a case with Sophos Support.

    Typically the update issue straightens itself out with the next pattern update release (typically at least daily).

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

    --------------------------------------

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

Reply
  • 0 in reply to Markus S.
    I have seen this before when one of the AV engines has an issue with a bad update.  Switch to Single Scan temporarily, and try the Sophos engine only first.  If that still fails, then try Avira.  If the condition persists, start a case with Sophos Support.

    Typically the update issue straightens itself out with the next pattern update release (typically at least daily).

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

    --------------------------------------

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

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