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Unable to retrieve message error in the PureMessage Quarantine preview

sandwormusmc

Hi everyone,

Wondering if anyone else has run into the problem where they can view the metadata for messages on the CSM, but when clicking the envelope gets the "Unable to retrieve" error message.

Full error:

 > Unable to retrieve message for preview. Please ensure that the Manager service is running on your mail filtering

 > server(s) and check the PureMessage log for more information about the actual cause of the error.

I checked the pmx_log in /opt/pmx/var/log, and I see the following:

4 2010-01-28T17:01:11 [23367,quarantine] Request servername/.../pmx-qmeta-index.cgi;insert_body=1&insert_hits= failed: Unable to instantiate local message object for global id 2421273-5 Content-type: text/plain failure

4 2010-01-28T17:01:28 [23376,quarantine] Request servername/.../pmx-qmeta-index.cgi;insert_body=1&insert_hits= failed: Unable to instantiate local message object for global id 2421273-5 Content-type: text/plain failure

4 2010-01-28T17:01:34 [23385,quarantine] Request servername/.../pmx-qmeta-index.cgi;insert_body=1&insert_hits= failed: Unable to instantiate local message object for global id 2421273-5 Content-type: text/plain failure

Firewall ports between the servers are open as far as I can tell, but don't know of the full list of ports that should be checked.  That would be helpful as well if anyone has it.

Any ideas?  We're on PMX version 5.5.9 build 388399, database version 5.402.

Thanks,

Matt.

:1030


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  • 0

    Hey sandwormusmc,

    Can you confirm that the actual message is still available on one of your Edge servers?

    There have been situations where messages exist in the database, but the actual message has been expired. When you click on the envelope, the CSM will go to the edge server to attempt to retrieve more details.  If it no longer exists, you may see this situation.

    The global id is 2421273-5

    The -5 means that it is location_id 5

    Running the following command will show you which server is location_id 5 (as pmx user):

    $ pmx-profile status

    (You may have to scroll back up to the top as there could be a few screens worth of output)

    Now go to the edge server, and search in /opt/pmx/var/qdir/cur for the global id.

    A crude method:

    $ cd /opt/pmx/var/qdir/cur

    $ grep -iR "2421273-5" *

    This may incur an I/O hit on your mailserver depending on it's capabilities so use with caution.

    If you find the local file, I would recommend starting a case with support to troubleshoot this.

    Cheers,

    MarkJD

    :1071
  • 0

    Good thought, however this happens even with messages that haven been in the quarantine for less than a day.  Our expiration is set to two weeks, so I would think the message should still be on the edge server.

    I'll go ahead and open a ticket with support.

    Thanks,

    Matt.

    :1158
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