This article applies to:

• Trustwave ECM/MailMarshal Exchange/ECM

Question:

• What information is needed when logging a MailMarshal Exchange issue with Trustwave Technical Support?

Information:

The following information is needed by support staff when you request support for MailMarshal Exchange. These environments can be complex and the following information is needed. 

1. Number of Exchange Servers
2. Trustwave ECM/MailMarshal Exchange version
3. Operating System and version (including any service pack installed)
4. Microsoft Exchange environment topology
5. Is forwarding enabled for any recipients?
6. Is journaling enabled?
7. A list of intended recipients that need to be broken down into the following:
• Are they members of a distribution group?
• Active Directory Contacts
• External Addresses
8. Send a test email with a subject line of: (Trustwave Technical Support test Email - Do not Reply) then gather the following information:
• MMEStubStatus logs
• MMEngine logs
• Exchange log (including the SMTP logs)
• Windows Events logs
• The .mml generated from the received test message
• The .msg generated from the sent test email
• A list of who did and did not receive the email
9. Did the problem begin occurring after installing the latest version of MailMarshal Exchange, or have they occurred before?
10. If the problem didn't start occurring after you installed the latest version of MailMarshal Exchange then have there been any other changes that could affect the working environment? (for instance any updates to windows etc.)
11. Unzip and run MarshalInfo.exe, which can be obtained by contacting Trustwave Technical Support.

Zip the logs and other information to an archive, and upload the zip file to your case in the Trustwave Portal (if your support is not directly through Trustwave, send the file as directed by the reseller).

Note:

For general information about how to gather MailMarshal logs and configuration, see Q10267.