Error Retrieving item part... (Full Version)

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tina.cline -> Error Retrieving item part... (2.Jul.2009 8:08:09 AM)

On many occasions we get mail trapped in the quarantine that when you try to open them to review them, you get a blank review page with errors "Error retrieving item part 2 out of 3"  "Error retrieving item part 3 out of 3"  "Error loading item part 0"  and nothing else.  You can not approve the item as it acts like it does, but it comes right back to the quarantine.  We reboot exchange and it still happens at least once or twice a day.  It usually happens for emails quarantined for size limitations.  It occurs to inbound and outbound mail.    Anyone else getting this?  (We have been through several patches and upgrades and it still persists)



Seitz333 -> RE: Error Retrieving item part... (13.Jul.2009 9:44:59 AM)

Having the same problem. This is maybe the 4th time in the last 2 months. I have 4 email's stuck in quarantine now that won't let me do anything with them.

Chuck



ianb -> RE: Error Retrieving item part... (14.Jul.2009 2:13:41 AM)

How large is the email(s) in question?

You should still be able to delete / approve / rescan the email from the Folder List instead of email page.

regards



Seitz333 -> RE: Error Retrieving item part... (14.Jul.2009 2:57:44 PM)

Rescaning the email does not seem to do anything. It will not let you approve the emails either. You can delete them but I do not want them deleted. I agree that all of the emails are ones that are being blocked because of size limits I have set.

Chuck



Seitz333 -> RE: Error Retrieving item part... (27.Jul.2009 3:49:30 PM)

This is happening several times a week now. All I am able to do is delete the emails. Any help would be appreciated.

Chuck



ianb -> RE: Error Retrieving item part... (28.Jul.2009 2:00:08 AM)

I suggest you open a support ticket. You can also send me debuglogs starting with QSS* found in GFI\ContentSecurity\MailSecurity\Debuglogs to [ian@gfi.com]


regards



Seitz333 -> RE: Error Retrieving item part... (3.Aug.2009 3:04:11 PM)

I will try to open a support ticket and send log and debug logs tomorrow or wednesday.

Chuck 



tina.cline -> RE: Error Retrieving item part... (5.Aug.2009 9:22:16 AM)

Please keep me informed if you get a response.  My symptoms are EXACTLY as yours.  All I can do is delete the email.  It is also quarantined for the same reason: My size attachement rule.  Our issue is identical.  It would be nice to fix this issue as we may go a good week before it happens, but then other weeks it 2-3 emails a day.  Thanks!



Seitz333 -> RE: Error Retrieving item part... (11.Aug.2009 4:03:04 PM)

Ian,

I created a support ticket and I'm uploading the toubleshooter files now along with the QSS* files you requested.

Please let me know if you need anything else.

Thanks,
Chuck



tina.cline -> RE: Error Retrieving item part... (12.Aug.2009 7:12:23 AM)

I have a support ticket open too.  The support tech did get a copy of my QSS logs and a screen print of the error, but he is waiting on me sending one of these corrupted emails to him.  I don't have any at this time and since it is so random, I have not had one to send him.  I hope you have the info they need to get this figured out.  Please keep posting!  Thanks!



Seitz333 -> RE: Error Retrieving item part... (17.Aug.2009 12:54:20 PM)

Tina,

I have sent them the troubleshooter files and the QSS files. They had me try a registry fix that did not solve the problem so they are escalating the issue. I'm sending new troubleshooter files now, as requested. I'll post as soon as I hear something.

Chuck



tina.cline -> RE: Error Retrieving item part... (17.Aug.2009 1:01:55 PM)

Thanks Chuck!  I am keeping an eye on you!  They "closed" my ticket with them when I was unable to send them a sample email of the incident.  However, it happened today, so I sent them a copy of the email that failed in the quarantine, hoping that they will reopen the ticket.  This was a REALLY strange one as it was one email sent to 2 different people in the company with a 2MB .pdf attachment.  The quarantine caught it as 2 separate emails (one for each person) and one I could approve while the other failed with those mean errors "Error retrieving item part..."  So, the plot thickens.  This proves to me that the email itself is NOT corrupt....
Thanks for keeping up!!!!!!
T



Seitz333 -> RE: Error Retrieving item part... (8.Sep.2009 1:36:16 PM)

Hey Tina, just wanted to give you an update. I have been out of the office quite a bit and still will be for the next 2 weeks. Matthew created a patch but I have been unable to download the patch. He has tried to email me the fix a couple of times but I have never received the emails. He is now trying to send it do a different account to see if that works. I'm getting ready to install the latest build of ME and MS, hopefully that will have the fix included. I will let you know if it solves the problem later today after I install the updates and reboot the mail server.

Chuck



Seitz333 -> RE: Error Retrieving item part... (9.Sep.2009 2:50:59 AM)

FYI the new build 20090819 did NOT fix the problem. :(

Hopefully I can download the patch and see if that fixed the proble.

Chuck



ianb -> RE: Error Retrieving item part... (9.Sep.2009 2:53:32 AM)

The files in the build are the same as the ones in the patch.

Did this happen on a new quarantined item or else on an old item which was already in quarantine?



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