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MailGate Support Issues

Q. Why is MailGate constantly re-connecting?
A. If you find that MailGate constantly re-connects regardless of your set schedules, this is likely to be caused by proxy connections generated from one or more of the machines on your network.

Check the Connection History on the main MailGate window, if you find that you have many Proxy Gateway Connection's listed then this would confirm the problem. E.g.:

*Proxy gateway connection started at 12:19 on 13 Mar 02
*Proxy gateway connection started at 12:11 on 13 Mar 02
*Proxy gateway connection started at 12:02 on 13 Mar 02
*Proxy gateway connection started at 11:50 on 13 Mar 02
*Proxy gateway connection started at 11:46 on 13 Mar 02

Check which machine is initiating the connection
To find out which machine is causing the connections, you can check the log files.
  1. Click on Logging | View Logs.
  2. Check the contents of the log file around the time when the proxy gateway connection was initiated (as shown in the Connection History).
  3. You should see lines in the log file as follows...
mgatesvc I 11:46:52 0x00000063 Ras dialling for proxy 192.168.1.201:80, remote client 192.168.1.19:1097
...
mgatesvc I 11:50:39 0x00000063 Ras dialling for proxy 192.168.1.201:80, remote client 192.168.1.19:1113
...
mgatesvc I 12:02:53 0x0000006b Ras dialling for proxy 192.168.1.201:80, remote client 192.168.1.19:1145
...
mgatesvc I 12:11:21 0x0000006b Ras dialling for proxy 192.168.1.201:80, remote client 192.168.1.19:1148
...
mgatesvc I 12:19:32 0x0000006b Ras dialling for proxy 192.168.1.201:80, remote client 192.168.1.19:1169

If you look at these lines, you'll see that the first IP address (192.168.1.201) is the address of the machine where MailGate is installed. The number after that (80) specifies the port MailGate is connecting on. Port 80 signifies an HTTP request.

The second IP address (192.168.1.19) is the address of the machine which initiated the connection, the port associated with this is generally irrelevant.

What to look for
Reasons for the connections could be any of the following:
  1. Check that you don't have an e-mail open (or even displayed in a preview pane) which contains HTML based content set to auto-refresh.

  2. Check that you don't have a browser open on a page set to auto-refresh.

  3. Check that you don't have an application running which connects via your browser's connection (e.g. Windows Auto-Update, MSN Messenger).
To find out exactly what's running on your machine you can click on CTRL-ALT-DEL and view the currently running tasks.

Enabling Web request logging Check which sites are being accessed
To check which sites are being accessed you can enable Web request logging.
Click on "Logging" on the Toolbar of the main MailGate window, there you'll find an option "Log Web Requests". If this option doesn't have a check mark beside it, click on it to enable it.

Once enabled, MailGate will log any Web requests to the current Web Request log file. The log will show both the URL and the time that it was accessed.

Web Request log files are of the format RQ<yymmdd>.log (yy=year, mm=month, dd=day). The log file for July 4th 2002 would be RQ020704.log.

These are not viewable from the MailGate log file viewer. You can find them in the "Log" directory in the area that you installed MailGate (usually "C:\Program Files\Mailgate\log").


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