Conflicts with other Anti-Virus products

Possible Symptoms

• Mail flow stops because SpamSentinel cannot process messages due to missing files
• SpamSentinel product files get deleted or quarantined
• Numerous security alerts are generated by the Anti-Virus product
• SpamSentinel fails to properly scan all file attachments in a mail message

Background Information

SpamSentinel for Domino performs operations which other Anti-Virus products sometimes consider problematic.  For example, it extracts file attachments from mail messages into a folder so they can be scanned for viruses using an on-disk-image format.  Multiple problems can happen because of these types of misunderstandings between products.

Solution

1.  Configure the Anti-VIrus product to skip scanning files in SpamSentinel directories.  

How this can done is different for each Anti-Virus product.  Consult documentation for the Anti-Virus product to find where this option can be configured.

SpamSentinel for Domino has three folder locations (along with their sub-folders) which should be excluded from scanning.

A.  Directory for scanning on-disk file images.

By default this folder is c:\Norman\avscan\.  If that folder doesn't exist, the correct folder can be found in the SpamSentinel Server Configuration document in the field 'Temp Directory for Scanning'

B.  Directory of Widows Services files

For a Checking Machine installation of SpamSentinel this folder will be found in one of these locations depending on whether the Notes client is a 32-bit or 64-bit version.

C:\Program Files\SpamSentinel\

C:\Program Files (x86)\SpamSentinel\

For a Standard style installation of SpamSentinel the folder will be found in the root directory of the same drive where the Domino server program files are found.  

<drive>:\SpamSentinel

C.  Directory of SpamSentinel Update files

This will always be found at c:\SpamSentinel\

2.  Check for and release files quarantined by the Anti-Virus product

If any SpamSentinel product files were removed from the system, it is possible that releasing them from the Anti-VIrus product's Quarantine will solve any operational problems SpamSentinel is suffering from.

3.  Re-Install SpamSentinel using the downloadable installer

If SpamSentinel does not resume normal operation after restoring files from the Anti-Virus product's Quarantine, or the missing files were deleted or cannot otherwise be restored, using the SpamSentinel installer is the next best option. The installer should replace and re-install any missing components and services correctly.   Make sure you are using the latest version of the installer since SpamSentinel may have been automatically updated since it was first installed.  

The latest installer can be found at:  https://www.maysoft.com/ss

4.  Contact Technical Support

If the downloadable installer cannot restore the functionality of your SpamSentinel installation even after you have set up exclusions in the Anti-Virus product, contact our support team for additional help.