Cyren ran into an error scanning a message.
Question asked by Victor Braun Rodrigues - 8/18/2018 at 3:53 AM
Frequently the cryren stops working, in the log we see only msg "Cyren ran into an error scanning a message.". We would like to know if we know how to know the exact reason for the failure, how to identify what actually caused the error, if any connection failure, if the cyren api fails.
SM 15.7.6614

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Andrea Free Replied
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Hi Victor,
You can enable additional logging from Cyren which should contain better details about this error.
Follow these steps to enable additional logging from Cyren:
  1. Navigate to the SubProcessConfig.xml file, which is found by default at C:\Program Files\SmarterTools\SmarterMail\Service\SubProcessConfig.xml.
  2. Edit the file and change <Logging>False</Logging> to <Logging>True</Logging>.
  3. Save the file. [Note: You'll need to be logged into the server as a user that has the proper User Account Control (UAC) permissions. If your changes are not saved or if you receive an "Access is denied" error, try the workaround I've posted below.]
  4. Open Windows Task Manager. 
  5. On the Processes tab, click on "Show processes from all users". 
  6. Highlight MailService_SubProcess.exe *32 and click End Process. Confirm to end the process in the confirmation window. (SmarterMail will automatically boot this process back up when it needs to perform a scan.)
Logs from Cyren should appear in the Service folder. Any further review of this logging would be best suited by our Support Department. If you would like to submit a ticket for their review, please let me know, and I'd be happy to help you get that conversation started. 
Workaround for Saving File Changes: 
If the file modification was not successful or if you receive an "Access is denied." error when attempting to change the SubProcessConfig.xml file, it is likely because your user account that's logged into the server does not have the proper User Account Control (UAC) permissions. In this case, there are two workarounds that may help:
  • Drag the file out of the Service folder and onto your desktop. (Alternatively, you can right-click on the file in the Service folder, click Copy, then right-click on your desktop and click Paste.) Edit the file on your desktop and change the Logging tag to True. Save and close the file. Then, drag the file from your desktop back into the Service folder (or copy and paste it in there). Confirm that you would like to replace the SubProcessConfig.xml file that's already there. 
  • Click on the Start menu and type Notepad in the search bar. Right-click on Notepad and choose Run as Administrator. In the User Account Control popup, choose Yes to allow the program to make changes to the computer. In Notepad, navigate to and open the SubProcessConfig.xml file. (If SubProcessConfig.xml is not visible in the folder, change the "Text Documents (*.txt)" dropdown to "All Files (*.*)" instead.) Save and close the file. 

Andrea Free
SmarterTools Inc.


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