RE: Error Retrieving item part...
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RE: Error Retrieving item part... - 10.Sep.2009 12:40:27 PM
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Seitz333
Posts: 91
Joined: 31.Mar.2004
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They were new email's. Actually the exact same as the originals. I have a friend who is trying to send the emails in question so I have him resend them everytime I install a patch or ugrade.
Chuck
_____________________________
Windows Server 2003 w/SP2
Exchange 2003 w/SP2
P4 2.4
2GB DDR
MailEssentials 14 build 20090826
MailSecurity 10 build 20090819
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RE: Error Retrieving item part... - 11.Sep.2009 2:14:15 AM
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ianb
Posts: 268
Status: offline
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can you send me a sample of this email to ian@gfi.com
_____________________________
Ian Bugeja
Software Developer - GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software
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RE: Error Retrieving item part... - 14.Sep.2009 12:05:42 PM
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Seitz333
Posts: 91
Joined: 31.Mar.2004
Status: offline
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Ian,
He should be sending you one of the emails shortly. Let me know if you need anything else.
Chuck
_____________________________
Windows Server 2003 w/SP2
Exchange 2003 w/SP2
P4 2.4
2GB DDR
MailEssentials 14 build 20090826
MailSecurity 10 build 20090819
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RE: Error Retrieving item part... - 14.Sep.2009 12:24:10 PM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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I'm still keeping up. We have made sure that we have the latest patches. It seems that once it starts happening to our emails, we seem to clear the condition for a few days with a reboot of the Exchange server. (It does not fix the already errored emails, but they seem to slow in frequency)
Thanks!
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RE: Error Retrieving item part... - 16.Sep.2009 4:54:05 AM
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AndrewZT
Posts: 89
Joined: 28.Jul.2004
Status: offline
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tina.cline and Seitz333,
Would you both kindly reproduce the issue, upload a set of troubleshooter files to our FTP server and let myself (andrew[at]gfi[dot]com) or my colleage Ian (ian[at]gfi[dot]com) know the file name you uploaded please?
The procedure for uploading to the FTP is as follows:
FTP Server details:
Host: ftp://ftp.gfisoftware.com
User: gfi
Pass: gfi911cust
(If using Internet Explorer use ftp://gfi:gfi911cust@ftp.gfisoftware.com)
a) Create a new folder on your machine and name it using either your ticket number or company name (e.g. domain.com)
b) Copy support.zip to the new directory.
c) Login to the FTP server.
d) Upload the directory with the troubleshooting files to the ftp server.
NOTE: When the upload is finished, you will not be able to see the directory or the files. This is done to safeguard your privacy
e) Send me an email to confirm that the files have been uploaded and the name of the directory.
_____________________________
Regards,
Andrew Zammit Tabona
GFI Software
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RE: Error Retrieving item part... - 30.Sep.2009 10:11:02 AM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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Could you be specific as to what troubleshooter files that you need? I have a error email right now and I can send a copy of it to you with any logs you need. I just need to know what logs you need.
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RE: Error Retrieving item part... - 2.Oct.2009 2:59:36 AM
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AndrewZT
Posts: 89
Joined: 28.Jul.2004
Status: offline
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Hi tina.cline,
The troubleshooter logs we need are the ones outputted from the GFI Troubleshooter (troubleshooter.exe) program.
After you have reproduced the problem, go to Start > Programs > GFI MailSecurity > GFI MailSecurity Troubleshooter and follow the wizard step by step. Once complete, a “support” folder will be generated in the root of the GFI MailSecurity installation directory – please name this directory accordingly, zip it up along with the sample failedmails, upload the zip to the FTP and let us know the name of the file please.
Many thanks in advance.
_____________________________
Regards,
Andrew Zammit Tabona
GFI Software
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RE: Error Retrieving item part... - 2.Oct.2009 8:02:34 AM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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I have uploaded the files as you requested. Thanks!!!
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RE: Error Retrieving item part... - 6.Oct.2009 8:57:34 AM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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Andrew and Ian remoted to my system this morning and installed a patch (replaced a file) that I am hoping will solve the issue. I could not get the issue to reproduce for them on the phone, but if it happens again, I will be sure to leave the item in the quarantine for them to see. BUT, hopefully, it will not happen again :)
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RE: Error Retrieving item part... - 12.Oct.2009 1:15:35 PM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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(Copied from email I sent to you)
Guess, what….it is happening again something terrible today. I am sending again the troubleshoot logs to the FTP site file named RWWINC2.zip and within that zip is a PDF that also shows what the main quarantine screen looks like as well as what each email looks like when you open them. I am leaving them in the quarantine for you to look at when you get a chance to remote with me again.
Funny thing is that I called each intended recipient and asked for them to call the sender to resend and some of those emails made it into quarantine fine where I could approve them. The only thing I can do with these stuck ones is delete them….nothing else.
So again, it is not exempt to any one particular reason and I still cannot reproduce. It just happens when it wants. Incoming or outgoing, always for our size limit rule is this happening.
Let me know what we can do as the next step.
Thanks!!
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RE: Error Retrieving item part... - 12.Oct.2009 2:46:02 PM
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Seitz333
Posts: 91
Joined: 31.Mar.2004
Status: offline
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Kevin sent me a patch that fixed the problem. If it works for the others having the problem GFI is supposed to release the patch to everybody on friday.
Chuck
_____________________________
Windows Server 2003 w/SP2
Exchange 2003 w/SP2
P4 2.4
2GB DDR
MailEssentials 14 build 20090826
MailSecurity 10 build 20090819
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RE: Error Retrieving item part... - 12.Oct.2009 2:47:22 PM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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That sounds great Chuck. They did replace a DLL for me last week, but I guess it did not work :(
But hopefully they have the patch!!!!! Good News! Thanks!
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RE: Error Retrieving item part... - 14.Oct.2009 2:58:25 PM
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Seitz333
Posts: 91
Joined: 31.Mar.2004
Status: offline
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The patch replaces 3 .dll files. Good Luck!
Chuck
_____________________________
Windows Server 2003 w/SP2
Exchange 2003 w/SP2
P4 2.4
2GB DDR
MailEssentials 14 build 20090826
MailSecurity 10 build 20090819
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RE: Error Retrieving item part... - 15.Oct.2009 7:35:53 AM
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tina.cline
Posts: 15
Joined: 24.Oct.2005
Status: offline
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They remoted with me again on Tuesday and gave me the 3 .dll's. I wish you luck too and hope this is the solution. Andrew and Ian from GFI were great and sounded confident that they resolved the issue.
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RE: Error Retrieving item part... - 21.Oct.2009 5:37:08 AM
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Bitnisse
Posts: 3
Joined: 16.Oct.2009
Status: offline
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Does anyone know when this patch will be available for download?
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