SAV 10 & Outlook 2003 - Synchronization Errors

[jcfromkc]

I have a user that it running Symantec AV 10 and Outlook 2003 with Exchange Cached Mode enabled (Windows Server 2000/Exchange 2000). About once a week she will start getting Synchronization errors like the one below.

Whenever she receives a virus, Symantec will not allow the virus to be downloaded to her OST, it stops all new email from coming in and starts displaying these Synchronization Errors.

I do have the ability to log into her webmail and delete the virus infected message, after that, mail starts flowing again.

I have spoke to Symantec support, they told me to delete the OST and then re-create it, which I have done several times. They also told me that the only fix was to turn off Exchange Cached Mode.

Was anyone ran across this one yet?

Thanks...

This is the error:

16:29:54 Synchronizer Version 11.0.6352
16:29:54 Synchronizing Mailbox 'John Doe'
16:29:54 Synchronizing server changes in folder 'Inbox'
16:29:54 Downloading from server 'company.domain.com'
16:29:54 Error synchronizing folder
16:29:54 [80040119-544-50B-560]
16:29:54 The item was found to contain a virus that could not be cleaned. For more information, contact your Exchange server administrator.
16:29:54 Microsoft Exchange Server Information Store
16:29:54 For more information on this failure, click the URL below:
16:29:54

http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80040119-544-50b-560

16:29:54 Done

 

[oggywan]

Let me ask you something: Are you using the Exchange plugin capability of Symantec Antivirus client?
This plugin should REMOVE or CLEAN any virus from the email and also perform one or all of the following actions:

- display a warning message (referring to a virus found in the mailsystem)
- insert a warning into the mail message
- send an email to the sender (I do not recommend that since most viral emails come from spoofed senders)
- send an email to a recipient of your choice (the adminisrator)

Are you also running Symantec Antivirus on the Exchange server filesystem? If so: Did you apply the proper exclusions so that Symantec Antivirus does not scan Exchange directories?

For more info:

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2004052416452048