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Unable to receive email on specific mailbox on the Plesk for Windows server when Dr.Web extension is installed

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Sergey Senko
Updated
kb: technical mail

Symptoms

  • In an attempt to send mail to or from johndoe@example.com the email is not delivered
  • The Premium Anti-Virus (Dr.Web) extension is installed
  • The following errors can be found in Event Viewer > Applications and Services logs > Plesk:

    CONFIG_TEXT: SMTP Exception: The mail service does not support CRAM-MD5 authentication: 250-localhost [127.0.0.1], this server offers 4 extensions
    SMTP Exception: The mail service does not support XOAUTH2 authentication: 250-localhost [127.0.0.1], this server offers 4 extensions
    SMTP Exception: The mail service does not support PLAIN authentication: 250-localhost [127.0.0.1], this server offers 4 extensions
    SMTP Exception: The mail service does not support PLAIN authentication: 250-localhost [127.0.0.1], this server offers 4 extensions
    .....................
    at (SMTPClientSessionTransport::createSession line 235)
    at Unable to call createSession()(SMTPClientSessionTransport::createSession line 242)
    at Unable to call send()(SMTPClientSessionTransport::send line 155)
    at Unable to call send()(PocoMailMessage::Impl::send line 368)
    at Unable to send DrWeb notifications(AntivirusFilter::onVirus line 232)
    Execute file name: C:\Program Files (x86)\Plesk\admin\bin\plesksrv.exe

  • Also the next errors are registered in C:\Program Files (x86)\Plesk\DrWeb\drcom.log file:

    CONFIG_TEXT: [05/30/25 11:10:58 00004620] ScanMail: From=johndoe@example.com, RcptsList=jdoe@example.com, File=C:\Program Files (x86)\Plesk\Mail Servers\Mail Enable\PostOffices\example.com\MAILROOT\jdoe\Inbox\5DF1C5BB6DE241C2998CBDE9D8494012.MAI
    [05/30/25 11:10:58 00004620] C:\Program Files (x86)\Plesk\Mail Servers\Mail Enable\PostOffices\example.com\MAILROOT\jdoe\Inbox\5DF1C5BB6DE241C2998CBDE9D8494012.MAI - fatal error
    [05/30/25 11:10:58 00004620] C:\Program Files (x86)\Plesk\Mail Servers\Mail Enable\PostOffices\example.com\MAILROOT\jdoe\Inbox\5DF1C5BB6DE241C2998CBDE9D8494012.MAI - errors detected while checking

  • The mail service sends the notifications from "postmaster@plesk.localhost" about the virus in emails:

    CONFIG_TEXT: Antivirus has found viruses in the e-mail coming from "postmaster@plesk.localhost" to the following recipients "jdoe@example.com". The message was deleted

Cause

The issue Premium Antivirus extension side on virus base update. Already resolved by Dr. Web.

Created the PPS-17849. If the issue still happens, send through TL new dwsysinfo report to the corresponding mail thread.  

Resolution

Note: The issue has been solved on the DrWeb side. The Premium Anti-Virus extension can be istalled again. 

In case the issue is back, as a temporary workaround, uninstall the extension:
1. Connect to the server via RDP;

2. Remove the extension via the command line:

C:\> plesk bin extension -u premium-av

 

Comments

4 comments

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  • Avatar
    Vittorio Vezzola

    What happened to all the messages blocked? Are they quarantined or lost?

    0
  • Avatar
    Sergey Senko

    Hello Vittorio Vezzola, 

    The messages that are blocked by the Premium Anti-Virus extension are removed. 
    There is no way to restore that. 

    I appreciate your understanding. 

    0
  • Avatar
    Torsten Kürbis

    Hi, is that problem fixed in Premium Antivirus for Servers? There are not a lot of opportunities to choose AntiVirus Software. 
    kind regards

    0
  • Avatar
    Sergey Senko

    Hello, Torsten Kürbis. 

    The issue is solved. You can safely install the Premium Antivirus extension. 

    0

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