Dead mail accumulates in the Mail.box when a Symantec for Domino product is enabled.
You have one of the following versions of Symantec AntiVirus/Filtering for Domino or Symantec Mail Security for Domino:
The following topics are currently known configuration problems that can cause dead mail. To troubleshoot, work through each section.
Before you begin: Please update to the most current build of Symantec Mail Security for Domino - Multi-Platform Edition 3.2 (UNIX and AS/400) or Symantec Mail Security for Domino 8.0/8.1/7.5.
Fully qualified Internet host name or network address does not resolve
Symantec products rely on name resolution to be able to scan the mail.box.
One indication of a name resolution problem is that all email is marked DEAD in the mail.box when you enable Symantec AntiVirus/Filtering for Domino or Symantec Mail Security for Domino.
Verify that your fully qualified Internet host name and your net address configuration is correct.
To verify fully qualified Internet host name configuration
To verify the Net Address
If the name in either of these text boxes does not resolve through normal methods and cannot be changed due to policy, you must implement another mechanism for name resolution. Some possible solutions include creating an alias in DNS for the host name as it appears in the server document or creating a link between the IP address and the host name in the operating system's hosts file.
The command "trace <servername>
Verify Symantec Mail Security for Domino is Running:
At the domino console type "tell sav info" if it returns an error such as 'The sav command does not exist or does not accept "Tell" commands.' or no results are returned the Symantec Mail Security for Domino process may not be loaded, or has stopped responding.
To load the Symantec Mail Security for Domino task type "load nntask" in the domino console. If this fails to load the process may be unresponsive. If Symantec Mail Security for Domino has become unresponsive it may be neccesary to restart the system.
Corruption in the mail box or mail boxes
Dead mail can occur because of corrupted or misconfigured mail box files.
First, check the number of mail boxes on your Domino server. If you are using a single mail box, it is named mail.box. If you have multiple mail boxes, they are named mailx.box, where "x" is the number of the mail box. For example mail1.box, mail2.box and mail3.box. If you have a mail.box as well as multiple mail boxes (mailx.box), Symantec AntiVirus/Filtering for Domino or Symantec Mail Security for Domino may scan in the wrong file which can result in dead mail. In this case remove the mail.box.
If the number of mail boxes is correct, one or more could be corrupted. One way to test for a corrupt mail box is to rename all mail boxes.
To rename the mail boxes
If the dead mail problem does not return, one of the renamed mail boxes is probably corrupted and you must delete or repair that mail box. The other mail boxes (if any) are probably not damaged in any way.
Decomposer and virus definition issues
Symantec AntiVirus/Filtering for Domino and Symantec Mail Security for Domino products store virus definitions in the following location:
C:\Program Files\Common Files\Symantec Shared\Virusdefs
Note: On non-Windows operating systems, the virus definitions are in the following location:
The virusdefs folder contains one or more numbered folders. Each numbered folder contains multiple files. The number of files varies depending on the product, operating system, and version.
If virus definitions do not appear to be corrupted, check the version of Symantec AntiVirus/Filtering for Domino and Symantec Mail Security for Domino that you have installed. If you have an older version, it may not scan a file type it does not recognize, which can result in mail being marked as dead.
Verify your virus definition date. Is it current? If not this could indicate an issue with Java Live Update. To troubleshoot these issues, please follow the link below:
You can also manually update definitions by running the intelligent updater for this product:
When this file is corrupted, Mail security may not start properly and nnem.dll may mark all email as dead. Please delete this file while ntask is not running, so it can be re-created when ntask starts up again. The location of this file is in <domino data directory>/smsndb/ and it is a hidden directory.
Email scanning tools
If the local antivirus software is scanning email through email scanning tools or by actively scanning the domino or SMS directories, this "tug-o-war" between the products can cause time-outs, conflicts, and other conditions that could lead to this issue. Please verify that all directories that have to do with email are excluded from scanning from the local operating system antivirus and that the antivirus tools are uninstalled. This will allow Mail Security for Domino to perform without interferrence from other software.
If you still see dead mail, you can enable navdebug or savtrace (depending on the version of the software you are using). For steps to enable debugging go to the Symantec document: http://www.symantec.com/business/support/index?page=content&id=TECH80022&locale=en_US
Multiple Domino servers deployments - check for replica problems
If SMSDOM is installed across multiple Domino servers and databases are replicated, please ensure the correct replica structure is in place.
For more information on how to properly setup replicas across your environment, please refer to the article "TECH97823" in the "Related Articles" section.
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