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Below you will find general information about our support services.
For further details, please refer to the
Allgemeinen Geschäftsbedingungen (AGB) 

Contact

Phone: +49 (5251) 304 636
Email: support@nospamproxy.de
Contact form: Support request 

Support hours

Monday to Friday from 9am to 5pm CET.
Deviating support availability information will be communicated via our blog, forum or in the opening email for tickets.

Response times

Next business day at the latest, but usually within four hours during regular support hours.
Priorities are set and monitored by the support team, enabling a faster response to critical issues.

If you contact us

All end customers who have concluded a valid manufacturer support or comparable contracts with Net at Work GmbH are entitled to support. End customers who have not purchased manufacturer support must open a ticket via their reseller/service provider or apply for chargeable support via our sales department.

In case of queries regarding existing tickets, please have the ticket number ready. You will find this in the subject of the opening email or in the ticket communication, represented as “NAW-xxxxx-ZxZxZx” (x is a number, Z is a letter).

If you open a new ticket by email, please refer to the Knowledge Base article Troubleshooting in case of problems. Please include all necessary information.

If you open a ticket by phone or via the contact form, please submit additional information if needed after you have received the opening email.
Please note: The more information you provide us with at the time of opening, the more targeted and faster we can respond to your request.

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It is possible that the Cyren engines used generate error messages that are not traceable to the engines themselves, but to communication problems with Cyren data centers. This article shows you ways to test the communication and function.

Details about the three Cyren engines in NoSpamProxy

NoSpamProxy currently has three Cyren engines that are active, depending on the configuration and licensed modules.

Cyren AntiSpam and Cyren Premium AntiVirus (ctasd)

  • Program folder: C:\Program Files\Net at Work Mail Gateway\Cyren Integration Service
  • Program file: ctasd.exe
  • Configuration folder: C:\ProgramData\Net at Work Mail Gateway\Cyren
  • Configuration file: ctasd.conf
  • Service name: NetatworkMailGatewayCyrenService
  • Service display name: NoSpamProxy – CYREN Service
  • Definitions folder: C:\ProgramData\Net at Work Mail Gateway\Cyren\Definitions
  • Definitions files: aivsecon-v2.def, antivir-v2.def, antivir-v2.ini, antivir-v2-hit.ini
    • these four files should always be in the directory
    • The file “antivir-v2-hit.ini” should never be older than 2 hours
    • To re-update,restart the service
  • External access: resolver1.netat.ctmail.com, resolver [2…5] .netat.ctmail.com
  • Licensed Module: NoSpamProxy Server Protection, NoSpamProxy Server Suite

Cyren IP Reputation (ctipd)

  • Program folder: C:\Program Files\Net at Work Mail Gateway\Cyren Integration Service
  • Program file: ctipd.exe
  • Configuration folder: C:\ProgramData\Net at Work Mail Gateway\Cyren
  • Configuration file: ctipd.conf
  • Service Name: NetatworkMailGatewayCyrenIpReputationService
  • Service Display Name: NoSpamProxy – CYREN IP Reputation Service
  • External access: Iprep1.t.ctmail.com,Iprep[2… 5]. t.ctmail.com
  • Licensed Module: NoSpamProxy Server Protection, NoSpamProxy Server Suite

Cyren URL Categorization (ctwsd)

  • Program folder: C:\Program Files\Net at Work Mail Gateway\Cyren Integration Service
  • Program file: ctwsd.exe
  • Configuration folder: C:\ProgramData\Net at Work Mail Gateway\Cyren
  • Configuration file: ctwsd.conf
  • Service Name: NetatworkMailGatewayCyrenUrlService
  • Service Display Name: NoSpamProxy – CYREN URL Categorization Service
  • External access: webres1.t.ctmail.com,webres[2… 5]. t.ctmail.com
  • Licensed Module: NoSpamProxy Server Protection, NoSpamProxy Server Suite

Note: All paths are the default paths and may differ from your installation.

Troubleshooting

In the following section you will find a small checklist, which you should always check before the first request to the support

  • Is the necessary module licensed in NoSpamProxy? If not, you don’t need the services and can disable them on the system in the Windows services.
  • Has the Knowledge Base article How to configure on-access virus scanners been applied to all systems with the appropriate services?
  • Is a web proxy required for Internet communication in your company and is it registered according to the knowledge base article How to configure CYREN services?
    • This must be checked and re-entered after each NoSpamProxy Update/Upgrade.
    • Always edit the newly created file, never overwrite it with an old version of the file.
  • Is it possible to communicate with and/or without web proxy to all mentioned external systems of Cyren?
  • Are there any exceptions on the firewall to access all sub-domains from ctmail.com? These connections must not be used for virus scanning, content filtering, or other checks!
  • Are there any error messages when the services are running interactively via the command prompt (CMD)? To run interactively, please follow these steps aus and attach a screenshot of the request’s communication to support.
    1. Stop each service from Microsoft Windows services.
    2. Open a prompt with administrator privileges.
    3. Run the command for the service, to be tested. Use the path to the corresponding executable if you do not have NoSpamProxy installed in the default directory
      • Ctasd
        CMD > “C:\Program Files\Net at Work Mail Gateway\Cyren Integration Service\ctasd.exe” -c “C:\ProgramData\Net at Work Mail Gateway\Cyren-ctasd.conf” -i
      • Ctipd
        CMD > “C:\Program Files\Net at Work Mail Gateway\Cyren Integration Service\ctipd.exe” -c “C:\ProgramData\Net at Work Mail Gateway\Cyren-ctipd.conf” -i
      • Ctwsd
        CMD > “C:\Program Files”Net at Work Mail Gateway\Cyren Integration Service\ctwsd.exe” -c “C:\ProgramData\Net at Work Mail Gateway\Cyren-ctwsd.conf” -i
    4. Copy the output or take a screenshot of the output.

If you have checked all these points, please open a support ticket with the information attached so that more logs can be created for analysis.

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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.
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  • 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
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  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.
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This article describes how you can use the debugging tools to create log files for the analysis of high processor loads, which can then be evaluated by NoSpamProxy Support.

First install the Windows debugging tools on the server under high processor load. You can download them at https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/

Then, enter the following command into the command line:

cdb.exe -pv -pn NetatWorkMailGatewayGatewayRole.exe -c ".load C:\Windows\Microsoft.NET\Framework64\v4.0.30319\SOS.dll;!EEStack -ee;qd" > NoSpamProxyStack_%date:~-4.4%%date:~-7.2%%date:~-10.2%_%time:~0.2%%time:~3.2%%time:~6.2%.log


If necessary, replace the NetatWorkMailGatewayGatewayRole.exe process with the process that causes the high processor load. Execute the command several times and then send the resulting log files in zipped form to NoSpamProxy Support.

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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.

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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.

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

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