Cyren Engines – Troubleshooting

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.