SharePoint 2007 Alerts not triggered

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Technorati Tags: MOSS,Alerts,Initial email,SMTP

Issue: Recently we saw a sudden rise in the issue where SharePoint 2007 alert emails are not being received by users including the  the initial email that says you signed up for an alert. All other outgoing email functions are also not working. When you go ahead and subscribe for an alert and click OK, the alert page hangs while creating. You are able to send email using Telnet command to the SMTP server.

Cause:   In our case it was the Sophos Antivirus on the SharePoint server, the new antivirus definition changes the Winsock order on the server. Here is how it looks when the issue occurs using the tool SPOrder.exe or if you use the  command line tool : "netsh winsock show catalog" command, which would show the antivirus web scan intelligence sitting ahead of TCP.

Sophos_1

Sophos_2

 

Resolution:   Change the winsock provider order with the sporder.exe tool &  Make sure the MSAFD Tcpip [TCP/IP] is placed above any UDP providers.
sporder.exe is a GUI tool part of the windows platform SDK.

If you have x64 bit Operating System,change the order using the tool and then follow these steps and restart the system to apply the changes.

 

  1. Backup the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\WinSock2\Parameters\Protocol_Catalog9 registry hive with regedit.exe into winsock_backup.reg
  2. Export HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\WinSock2\Parameters\Protocol_Catalog9\Catalog_Entries with subkeys to winsockproviderorderfix64.reg
  3. Open winsockproviderorderfix64.reg in notepad and replace \Catalog_Entries\ with \Catalog_Entries64\ and in the 3rd line replace \Catalog_Entries with \Catalog_Entries64
  4. Save the reg file and double click it to make the changes in the registry

 

More Info : https://support.microsoft.com/kb/2000689