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MailGate Support Issues

Q. Messages are stuck in the queue - what can I do?
A. If you go to the MailGate queue directory (usually 'C:\Program Files\Mailgate\queue') and find a number of files remain there (i.e. not dissapearing after a minute or so), this usually means that there is a problem message preventing the processing of e-mails.

In the MailGate queuing system, each message awaiting delivery, whether the destination is external or internal, is represented by a number of files. These files all begin with the same name, but have different extensions. For example:

msg12345.msg
msg12345.ldl

msg12345.xdl

msg12345.pdl

msg12345.ctl
-
-

-

-

-
the e-mail message
present if the message is for local delivery, and contains sender/recipient addresses.
present if the message is for external delivery, containing sender/recipient addresses.
present if the message is pending processing via MailGate Extension modules.
present if previous external delivery attempts have failed (used to control the duration of a resend).

It is likely that a group of these files is causing MailGate problems during the delivery process. In this situation we suggest the following:
  1. Stop the MailGate service by clicking on the red traffic light icon.
  2. Close MailGate, including Log Viewer and Message Viewer applications if they are open.
  3. Double-click on the 'My Computer' icon on your desktop.
  4. Go to 'C:\Program Files\Mailgate\queue'.
  5. Search for an .msg file ending with '_temp' (e.g. msg12345.msg_temp) and, if one exists, select the group of files all beginning with the same name and either move these files to a temporary directory or delete them.
    If you cannot find a _temp file, list the files by date, and select the group of files with the earliest date and move/delete them.

    If you are unable to move/delete the files it could be due to the .msg file containing virus data, and your anti-virus software could be preventing you from accessing it. In this case the FAQ here should help.

  6. Once the files have been removed from the queue, run MailGate and start the service. Check to see whether the messages are being delivered -- check the mailboxes on the main window to see if the number of messages increases, or if the Outgoing Queue on the main MailGate window becomes populated, and last of all if the number of files in the queue directory start to decrease.

An alternative solution is to try disabling the MailGate extensions, and see if the files are processed after this.



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