Error messages from Cyren Engines

Cyren engines may generate error messages that are not necessarily attributable to the engines themselves, but to communication problems with Cyren's data centres. This article shows you ways to test the communication and the function.

Details of the three Cyren Engines in NoSpamProxy

There are currently three Cyren Engines in NoSpamProxy, which are active depending on the configuration and licensed modules.

Cyren AntiSpam and Cyren 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
• Definition 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 update again, 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 Categorisation (ctwsd)

• 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: 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 path specifications are default paths and may differ from your installation.

Troubleshooting

Below you will find a small checklist which you should always check before making your first request to the support team.

• Have you licensed the necessary module in NoSpamProxy? If no, you do not need the services and can deactivate them in the Windows services on the system.
• Has the Knowledge Base article Configuration of installed 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 has it been entered according to the Knowledge Base article Configuration of CYREN Services?
  • This must be checked and re-entered after each NoSpamProxy update/upgrade.
  • Always enter in the newly created file, never overwrite with an old version of the file
• Is communication possible with and/or without a web proxy to all Cyren external systems mentioned?
• Are exceptions set on the firewall in front of it for access to all subdomains of ctmail.com? No virus checking, content filtering or other checks may be made on these connections!
• Are there error messages during the interactive execution of the services via the command prompt (CMD)? For interactive execution, please follow the steps below and attach a screenshot of the communication of the request to the support.
  1. Stop the respective service via Microsoft Windows Services.

  2. Open a command prompt with administrator rights.

  3. Execute the command for the service to be tested. Use the path to the corresponding executable file if you have not installed NoSpamProxy 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

  • Ctasd

    • 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

Finally, copy the output or make a screenshot of the output. Once you have checked all these points, please open a support ticket with the information collected so far so that further logs can be created for analysis.