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A blank frame or error displays when opening the user interface for Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange


Question/Issue:
When accessing the user interface for Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange (AV/F for Exchange), you encounter problems. You see error messages such as "Page cannot be displayed," "object disabled" or frames displaying without content.

Cause:
This error occurs under three different cirucumstances. First, if the SAV/F MSE service is not started. Second, if the port number specified is invalid. Third, when permissions in IIS are not set correctly. This situation has been seen in an Active/Passive configuration after a failover. It has also been reported in an Active/Active configuration after the application of Exchange 2000 Service Pack 2.


Solution:
There can be multiple causes for this problem. Use the following information for the common causes for this error.

The Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange service is not started

  1. Open Services in Administrative Tools.
  2. Right-click Symantec AntiVirus/Filtering service.
  3. Verify that the service is started.
The IIS 5.0 server Application Protection setting is set to "High"
  1. Open Internet Services Manager.
  2. Right-click Symantec AntiVirus/Filtering for Microsoft Exchange 2000, and then click Properties.
  3. Click the Home Directory tab.
  4. Under the Application Settings section, change Application Protection to "Low (IIS Process)." Click Apply, and then click OK.

This procedure is suggested to troubleshoot the situation. If setting the Application Protection to "Low (IIS Process)" resolves the error, then see the Microsoft document HOW TO: Troubleshoot ASP in IIS 5.0 (Q309051) to continue troubleshooting.

Verify that the Port Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange is using for the User Interface
  1. Open Internet Services Manager in Administrative Tools.
  2. Right-click Symantec AntiVirus/Filtering for Microsoft Exchange 2000, and then click Properties. The port number is listed on the first tab.
  3. Open the registry.
  4. Navigate to the following registry key:

    HKEY_LOCAL_MACHINE\SOFTWARE\SYMANTEC\SAVFMSE\3.0\SERVER\ServerPort

    Ensure that Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange is listening on the port specified in IIS and any icons, bookmarks, or links have the correct IP address and port.
Verify that you are binding a single IP Address using IIS
If the server has more than one Network Interface Card, then the user interface could be binding to the incorrect IP Address.
  1. Open Internet Services Manager located in Administrative Tools.
  2. Right-click Symantec AntiVirus/Filtering for Microsoft Exchange 2000, and then click Properties.
  3. Click the Web Site tab.
  4. Change the IP Address field to reflect the correct IP address.

Verify that the server's IP address has not changed

Verify that the IIS Admin and WWW Publishing services are running

Verify the proxy settings in Internet Explorer
  1. Open Internet Explorer.
  2. Click Tools, then Internet Options.
  3. Click the Connections tab > LAN Settings.
  4. If a proxy server is in use, then choose the option to either bypass proxy settings for local addresses or set a specific exclusion for the SAVFMSE server's IP Address in the advanced Internet Explorer proxy settings.
Verify the permissions in IIS
  1. Open Internet Services Manager.
  2. Right-click Symantec AntiVirus/Filtering for Microsoft Exchange 2000, and then click Properties.
  3. Click the Operators tab.
  4. Add the user account that failed to access the user interface.

Verify that the Symantec AntiVirus/Filtering for Microsoft Exchange Web site is running in IIS
  1. Open Internet Services Manager.
  2. Right-click the Symantec AntiVirus/Filtering for Microsoft Exchange Web site and ensure that "Start" is not an option.

User interface displays "Page not found" error
See steps 5 and 6 in the Microsoft article Synciwam Utility Does Not Function and Generates Error 80110414 (Q269367). This article resolved the error for some customers.

Locate and re-register the asp.dll file within the IIS\System32\inetsrv directory
To re-register the asp.dll file, click Start > Run and type the following line:

regsvr32 c:\winnt\system32\inetsrv\asp.dll

You should see a message from the DllRegisterServer that the action taken was successful.
Note: A firewall between you and the server that is blocking access can also cause this error.

Missing or corrupted Microsoft file
When the MSComctl.ocx file is missing or corrupted, the frames will display without content. This file is located in the System32 folder. The MSComctl.ocx is an ActiveX control file installed with various Microsoft products. To replace the file, go to the Microsoft Support Web site.



References:
See the following document for brief descriptions of common terminology used for this product
Glossary of terms used with Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange

 

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Document ID: 2002022811031854
Last Modified: 05/18/2006
Date Created: 02/28/2002
Operating System(s): Windows 2000
Product(s): Symantec AntiVirus/Filtering 3.0 for Microsoft Exchange
Release(s): SAVFMSE 3.x [All Releases]