This article applies to:

• Trustwave MailMarshal (SEG)
• Trustwave ECM/MailMarshal Exchange

Symptoms:

• MailMarshal services will not start

Reply:

This article outlines some steps that can be taken to gather more information about problems where the MailMarshal services fail to start and you do not know why.

1. Check the Windows Event Viewer
   The Application log file will usually have a more detailed description about why the service (or services) will not start.
   • In current versions of MailMarshal, you can use the MailMarshal Console to view a list of events that were generated by MailMarshal.
   • To learn more about what causes a specific event and to find a resolution, search the Knowledge Base for the event number or text.
     
     The following are examples of errors you could see in the Event Viewer:
     
     Errors for the Controller:
     • Event - Configuration: Error retrieving groups: Get group [Information Technology] failed: Group not found
     • Event - Node currently has no valid configuration set.
     • Event - Configuration retrieval error: No valid configuration available.
       
       For more information about these errors and how to resolve them, see Q11763.
     Errors for the Engine:
     • Event - Registry in error for Rule Message Archiving:Archive All Inbound Messages action CopyMessage Problem loading Folder Archive In.
       
       For more information about how to resolve this problem, see Q11764.
2. Check the MailMarshal Log Files
   These can be found in the Logging subfolder within the MailMarshal installation (to locate the installation folder, see Q10832).  A new log file is created daily for each service. The most recent information is appended to the end of the log file.
3. Run the Service in Debug Mode
   The output produced from running the service in debug mode may provide a more detailed or descriptive error about why the service will not start.
   
   To run the engine service in debug mode:
   • Open a command prompt and browse to the MailMarshal directory
   • At the command prompt, enter the following:
     
     mmengine -debug
     
     Detailed log information will be output to the screen.
   • For other services, simply substitute the service name such as mmcontroller, mmarraymanager, mmreceiver, mmsender (the Receiver and Sender are not present in MailMarshal Exchange)

Notes:

If you are still puzzled about why the service will not start, you can contact Trustwave Technical Support (or your reseller's support desk if they are responsible to provide support for you). It helps to include as much information as possible, such as:

 

• any pop-up error messages
• a copy of the Windows Event Viewer application log
• the log files from the Logging directory
• The output from running the service in debug mode
• a copy of your configuration settings (you can export your settings via the Configurator Advanced tab in Server Properties)

This article was previously published as:

NETIQKB29541

Marshal KB333