Issue Reporting Guidelines

Please follow the simple guidelines below when reporting issues to the ORF Tech Support. This helps both you and us to resolve the issue as soon as possible.

• Tell us the version of ORF you use. You may be reporting an problem that have already been fixed.
• Tell us the platform version. Various versions of Exchange have huge differences.
• Include ORF logs in the report when the issue is related to filtering. The best is if you can provide complete, raw log files. ORF Text Logs have .log extension. PowerLog files (*.opg + plogrefs.dat) are rarely needed, please send these on request only.
• Include ORF's configuration file in your report. The configuration file is called orfent.ini and can be found on the program file path (by default, it is \Program Files\ORF Enterprise Edition).
• If you feel that it can help resolving the issue to see the related email, please always send the MIME source of the email to us. Please do not forward the email or send Outlook .MSG files to us, because it does not help the testing. See the Getting Email MIME Source topic below.
• If the issue is related to filtering, tell us what and how other software deals with the incoming emails in your system, including firewalls and anti-virus proxies.
• Please provide all further information which you believe to help investigating the issue.

Getting Email MIME Source

MIME is the standard format to Internet emails. ORF works with this MIME format of the emails when filtering. Most email clients allow to view the MIME source of the emails, but Microsoft® Outlook does not provide any way to view or get the MIME source. In contrast, Microsoft® Outlook Express can both view and save the MIME source. When reporting emails to us, please provide the MIME source.

Use Outlook Express to get the related emails from the Exchange Server (connect to the Exchange server using IMAP) then save the email in MIME format using File | Save As. Please always attach the source, do not paste it into the email, because automatic line breaks may change the original email.

Please do not send Outlook .MSG files as these files contain the email in a processed format which does not allow reconstruction of the original email. Also do not extract the emails from the Exchange Store, because the MIME version of these emails may be just reconstructed, i.e. they are not the original MIME emails seen by ORF.

Example: Attachment Filtering Does Not Seem To Work

Tell us which version of ORF and Exchange you have installed (I-II.). Include your ORF logs (III.) and the configuration file (IV.) in your report. Also specify which filter you believe to should have catch the attachment and tell us which are the related events in the ORF log file (V.). If you feel that this may be related to other software, include the list of these software and their role in the email delivery (VI.).