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Cyren Engines – Troubleshooting

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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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How to configure CYREN services

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Configuring the CYREN Services for use with a Web Proxy

This article describes how to configure a proxy server for the CYREN services with the Protection module in all NoSpamProxy versions from version 9.2 onwards. To do this you have to download the files

  • ctasd.conf
  • ctipd.conf (additionally available from version 12.x)
  • ctwsd.conf (additionally available as of version 13.x)

from the directory “C:\ProgramData\Net at Work Mail Gateway\CYREN\”.

The following section is responsible for this:

#   If you connect to the Internet through a proxy server, you
#   should uncomment the following parameters and assign appropriate
#   values.
#ProxyPort = 80
#ProxyServerAddress = myproxy
#ProxyAuth = NoAuth
#ProxyUserName = user@proxy
#ProxyPassword = 1234
#ProxyAccess = 1

If you are using a proxy server without authentication, remove the # character before the lines “ProxyPort”, “ProxyServerAddress”, “ProxyAuth” and “ProxyAccess”. Enter the corresponding port of your proxy server in ” ProxyPort”. Behind the entry “ProxyServerAddress” you configure either the IP address or the FQDN of your proxy server. For “ProxyAuth” leave the entry at “NoAuth”.

If you are using a proxy server with authentication, you must additionally configure the options “ProxyUserName” and “ProxyPassword”. Enter the corresponding logon information for “ProxyUserName” and “ProxyPassword”. Additionally, you must change the value “ProxyAuth” to “Basic”.

After you have saved the file, you must restart the services NoSpamProxy – CYREN Service (ctasd.conf), NoSpamProxy – CYREN IP Reputation Service (ctipd.conf) and NoSpamProxy – CYREN URL Categorization Service (ctwsd.conf) in order for the changes to take effect.

Note

In order for all Cyren services to function properly, unrestricted access to *.ctmail.com must be given. Also a virus scan on these connections must not be done, because the definitions for the Cyren Premium AntiVirus are downloaded there as well!

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PDF conversion of Word, Excel and PDF files

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PDF conversion as part of Content Disarm and Reconstruction (CDR), converts Microsoft Word, Microsoft Excel and PDF documents into secure PDF files by removing any active content. The PDF file can then be opened without any concerns, with the original file either left attached to the email or removed. CDR is a feature in NoSpamProxy Protection and in conjunction with NoSpamProxy Large Files provides an optimal way to disarm unsafe documents and retain the original files.

CDR is configured in the “Content filter actions” and then applied to the corresponding emails via the “Content filters”. A training video on the content filters can be found at https://www.nospamproxy.de/de/support/trainingsvideos/ (German only).

This conversion process is very time-consuming and not all documents can be converted. We have built in a protection mechanism so that the unsafe attachments are not delivered, even if the conversion fails.

  • If only Protection, but not Large Files, is licensed, the email for which the conversion did not work is first stored under “Monitoring > Emails on hold” and the configured administrator is informed. The administrator then has the task of checking the email and can then either download it as an EML file and forward it via Outlook or deactivate/change the content filter for this email for a limited time and force delivery again.
  • If Protection and Large Files are licensed, the original file will be uploaded to the Web Portal if the conversion fails (if desired even if the conversion was successful), but it will be locked there, so that it must also be released by the administrator, deviating from the settings for the successful conversion. The prerequisite for this is the setting “Upload the original document to the Web Portal” in the Content Filter action.
    The email itself is delivered to the recipient, with the corresponding information for downloading, but without the converted PDF file, as this was not possible.

This protective mechanism cannot be changed or influenced.

Note

Since the conversion component is provided by a third-party provider, we have only very limited influence on it. If the conversion cannot be performed to your satisfaction, please send us the file to be converted, if possible. Make sure that the file does not contain any personal data. We will then make this file available to the third party provider for analysis. We would like to point out that a feedback on our part is not possible, as the adaptation process can be very lengthy.

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How to debug high processor load

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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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