When sending large mail attachments through Encryption Management Server there may not be sufficient memory allocated to process the message. Sending the mail may fail and an error like this appears in the Mail Log:
2016/12/15 11:46:45 +01:00 ERROR pgp/messaging: SMTP-35780: pgpproxy: not enough contiguous memory to read in message error=-11999 (out of memory)
There have been some reports of third-party mail processing servers that can cause this behavior. When a third-party mail processing server is routing mail to the Encryption Management Server, there may be more resources needed to accommodate the additional mail processing communications. In the case of large attachments being sent, more memory may need to appropriately handle these attachments.
The maximum message size that Encryption Management Server can process is 100 MB. This maximum value is the size of the encoded message so in practice the maximum size of all files attached to a message will be 70 MB to 80 MB. Encrypting the message on the server will consume more resources and further reduce this practical maximum.
Additional error messages might be seen in the Mail Log:
pgpproxy: Error processing SMTP message, awaiting next client command. (-11980).
SMTP Data ProtocolEvent returning with error -11980 (unknown error)
error handling SMTP DATA event: out of memory
There are three possible solutions to this issue:
Restarting all services may resolve this issue if it is seen very rarely. This will reinitialize the memory pool of the proxy service and remove any fragmentation of the memory pool that may have occurred.
Increasing the total RAM in the Encryption Management Server to the supported maximum of 16 GB may resolve this issue because the proxy service is allocated a maximum memory pool that consists of a fixed percentage of total RAM.
If the Encryption Management Server already has 16 GB RAM, a configuration option to increase the memory buffer for the Encryption Management Server proxy service can be added in order to resolve this issue. Please contact Symantec Support for assistance in making this configuration change.
Imported Document ID: TECH171167
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