In most cases, the support team needs files to analyze a problem. This article describes how to simplify and speed up the analysis of problems.

The following information can be collected in advance and made directly available to support:

  • The NoSpamProxy version installed
    Th version number can be found on the start page of the console on the right side of the screen.
  • Description of the problem
    Brief description of the problem and how it manifests itself. The following information is useful for analysis (if available):

      • Warnings and/or errors that occurred at the time of the problem and was displayed in the NoSpamProxy console under Monitoring > Event Viewer.
      • Message Tracking Details (Message Track)
        If there are delivery problems, these can be exported as follows:
      1. Go to Monitoring > Message tracking.
      2. Double-click the relevant entry.
      3. On the bottom-left of the new window, click Export message track.
      4. Save the JSON file.
  • Information from Monitoring > Email queues and/or Monitoring > Emails on hold in the NoSpamProxy console.
  • Other information and/or screenshots describing the problem.
  • For unrecognized emails that clearly contain spam or viruses, please refer to the Knowledge Base article Recognition of emails by the Cyren AntiSpam filter

Email delivery issues

In most cases, the above information is sufficient to identify the reason for delivery problems. In individual cases, however, it is necessary to create a log file of the communication. To do this, the problem must be reproducible.

Please note: Logging should not be permanently activated, since log files are only written, but not automatically deleted. This must be monitored by the administrator himself.

To create a log file, proceed as follows:

  1. Go to  Troubleshooting > Log settings.
  2. Select a gateway role and click Modify.
  3. On the tab Log settings, enable logging, specify the location of the log file and activate the following protocols:
    • AntiSpam service
    • Mailvalidation
    • DNS Service
    • Proxy System
  4. Repeat step 3 for each gateway role if multiple gateway roles are licensed and active.
  5. Replicate the problem.
  6. Wait 5 minutes until you go to step 7.
  7. Undo steps 3 and 4 (disable logging).
  8. Collect the generated log files from the location of the log file from the gateway roles (ideally compress as a ZIP file) and make them available to support at ticket creation or after opening.

This article describes how to configure NoSpamProxy to store the decrypted data in a file before processing it in an email. This can be very helpful when analysing formatting problems related to encryption and decryption.

To create the encryption dump, proceed as follows:

The corresponding setting is made in the file “Gateway Role.config” in the directory “C:\ProgramData\Net at Work Mail Gateway\Configuration\”.

You must first search for the following line in the file:

</configSections>

Below this line, add the following line:

<netatwork.nospamproxy.cryptography>
<debugging dumpDecryptedContentToDisk="true"/>
</netatwork.nospamproxy.cryptography>

If the section “netatwork.nospamproxy.cryptography” already exists, simply add the following line:

<debugging dumpDecryptedContentToDisk="true"/>
Important

Before you save the configuration file, you must stop the Gateway Role service. Only then can you save the configuration file correctly.

The decrypted contents are now stored in the Temp folder of the Local Service. Usually this is the folder C:\Windows\ServiceProfiles\LocalService\AppData\Local\Temp. If the files are not created there, please check the folder C:\Windows\Temp.

This article describes how to create a memory dump on a Windows 2008 Server R2 or later for use by the NoSpamProxy support team.

On the affected server, open the Task Manager and navigate to the Details tab and sort by Names.

Right-click on the corresponding process and select “Create dump file”.

Send the corresponding dump to the NoSpamProxy support team at support@nospamproxy.de.