A very common problem in any Trend Micro ScanMail for Exchange (SMEX) implementation is the fact that when you have mails in SMEX quarantine, you can’t resend them.
The most common problem for this to happen is that you are using mailbox that doesn’t have mailbox associated in your own Exchange and when this mailbox is being verified by the hub, it assumes that you are trying to use it as an Open-Relay.
You can confirm this by debugging the Master Service. To do this go to Administration -> Trend Support/Debbuger and then check the “ScanMail for Microsoft Exchange Master Service” checkbox and then click the Apply button. Replicate the problem. Then undo the changes to stop the debugging task and open the log directly in the Exchange server.
The Master Service log is located in the default path C:\Program Files\Trend Micro\Smex\Debug. Open the file and look for this line:
Failed to call NotificationEWS::Send(), Error Description:The SMTP address has no mailbox associated with it.
This line confirms that mails are not being resent from the quarantine because the mail account is not part of your Exchange Organization, remember that SMEX has a default generic mailbox that will not match your Exchange domain.
To solve the problem, just creat a user in Exchange or use an existing one and configure it in the field “Sender” under Administration -> Notification Settings.
After you apply this change try to resend any mail and the problem should be resolved.
If you don’t find the line specified before in the Master Service log after replicating the problem, then you have a different problem. Feel free to send us the error you have to further analyze it.
For more information about the rules to create, transmit and process an email you can check out our publication on The SMTP Protocol Fundamentals.
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