Email is Delayed by Symantec Mail Security for Microsoft Exchange (SMSMSE) with Exchange 2010 When SMSMSE encounters Exchange Web Services (EWS) throttling
Last Updated July 07, 2017
Users are seeing a substantial delay in the sending and receiving of emails in Outlook. Stopping the Symantec Mail Security for Microsoft Exchange Windows service allows for email to flow normally.
SMSMSE is configured with more scanning threads than Exchange is configured for maximum number of concurrent connections
1. Open the SMSMSE Administration console. 2. On the primary navigation bar, click Admin. 2. In the sidebar under Views, click System Settings. 3. The value in the textbox Number of VSAPI Scanning Threads is the number of SMSMSE scanning threads. 4. Open the Exchange Management Shell. 5. Run the following command:
If the value is greater than the number of SMSMSE scanning threads then this condition is met.
The following event appears in the Windows Application Event log:
Event Type: Error
Event Source: Symantec Mail Security for Microsoft Exchange
Event ID: 393
Time: 12:18:15 PM
An error occurred in SMSMSE EWS Client component. The following is the description of the error:
You have exceeded the available concurrent connections for your account. Try again once your other requests have completed.
Source : Symantec.MailSecurity.EWS.Client.SMSMSEEWSClient::LocateMessage Thread:1
LocateMessage at offset 2036 in file:line:column <filename unknown>:0:0
SMSMSE uses Exchange Web Services (EWS) from each scan process. The default maximum concurrent connection limit for any service/user is 10. When the maximum concurrent connection limit is reached Exchange reports an error message to the process.
When this happens SMSMSE keeps the email locked until EWS is available. This may result in the symptoms described in the article.
Symantec is aware of this issue. This article is updated as more information is available. Subscribe to this article to receive updates.
Choose one of the following workarounds:
Decrease the number of VSAPI threads
1. On the primary navigation bar, click Admin. 2. In the sidebar under Views, click System Settings. 3. In the Number of VSAPI Scanning Threads box, type the number of threads to use for VSAPI scanning. 4. In the Number of Scan Processes box, type the number of scan processes. 5. To apply your changes, click the Deploy changes/Deploy all icon.
Increase the number of concurrent connections for the default Exchange Web Services Policy
NOTE: The maximum number of concurrent connections should be at a minimum equal to the number of scan processes configured in SMSMSE.
1. Open the Exchange Management Shell. 2. Run the following command:
NOTE: It is possible to create custom Exchange Web Services policies and apply those to specific Windows accounts. See the following Microsoft document for more information: Understanding Client Throttling Policies.
Imported Document ID: TECH172095
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