GFI MailArchiver is not polling emails

The information in this article applies to:

  • GFI MailArchiver for Exchange 3
  • GFI MailArchiver for Exchange 4
  • GFI MailArchiver for Exchange 5
  • GFI MailArchiver for Exchange 6
  • GFI MailSecurity for Exchange/SMTP 10
  • GFI MailSecurity for Exchange/SMTP 9

Article ID: KBID002695

Query keywords: IMAP, poll, VS API

Issue encountered:

GFI MailArchiver is not polling the journaling mailbox when configured to poll emails via IMAP. The items remain in the journaling mailbox. 
  

More information:

This issue can occur for the following two reasons: 

  1. Anti-virus or backup software may interfere with the IMAP protocol and thus render GFI MailArchiver unable to pull the messages from the server. Upon checking the event logs on the Microsoft Exchange server machine you notice events from the source IMAP4SVC (ID: 1023).
     
  2. GFI MailArchiver, configured to poll emails via IMAP, is not able to poll encrypted and digitally signed messages. These same emails do not show up when the mailbox is accessed through Outlook Web Access. This occurs when a virus scanner is scanning the Microsoft Exchange Information Store using VS API. This applies to Microsoft Exchange server 2003 Service Pack 1.

Solution for issue one:

Exclude the Microsoft Exchange information store and related folders and sub-folders from Anti-Virus or backup software. Visit the following Microsoft KB Article for more information and a full list of recommended exclusions: http://support.microsoft.com/kb/328841/
Additionally you may wish to research the IMAP4SVC related event logs or contact Microsoft Product Support Services.

Solution for issue two:

To resolve this issue, the latest Microsoft Exchange 2003 service pack is required.  More information about this issue can be found at: http://support.microsoft.com/kb/892397/EN-US/
Note:

  • If after performing the above, the issues encountered persist, we recommend that you contact the GFI support team.
     
    Registered customers are kindly requested to use the form found at http://customers.gfi.com
    Customers currently evaluating the product should use the online web form found at http://support.gfi.com/supportrequestform.asp
     
    Send the files as described in the knowledge base article KBID001062

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