SourceOne Email Supervisor fails to cache large messages

Summary: SourceOne Email Supervisor fails to cache large messages and logs a timeout error "The request channel timed out while waiting for a reply after 00:04:59.1719158"

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Symptoms

When SourceOne Email Supervisor encounters large messages and attempts to cache the messages from SourceOne Email Management, it timeouts after 5 minutes.

The Email Caching service fails, and the following is logged in the Email Supervisor event logs:

Log Name:      Email Supervisor
Source:        Email Supervisor
Date:          12/16/2020 5:52:41 AM
Event ID:      59
Task Category: Email Caching
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      <Supervisor Server Name>
Description:
An error occurred while trying to download a message from Email Archive Server.  Details = Server: <SourceOne Server>, EntryID: <MsgID>, Description: The request channel timed out while waiting for a reply after 00:04:59.3280745. Increase the timeout value passed to the call to Request or increase the SendTimeout value on the Binding. The time allotted to this operation may have been a portion of a longer timeout.

 

Cause

This is a known defect as cited in SDR 63239.

 

Resolution

This issue is resolved in patches or Service Pack versions of SourceOne Email Supervisor 7.2 SP1 Hotfix 63239.
EMC SourceOne Patch and Service Pack kits are available for download over https://dell.com/support.

With the hotfix, the timeout value is now configurable. The values can be configured by setting the following registry keys on the SourceOne Email Supervisor server:

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\EMC\SourceOne\Email Supervisor

Key Name: DocManagementSvcClientOpenTimeout
Key Value: 15 (Decimal - Minutes)
Key Type: REG_DWORD

Key Name: DocManagementSvcClientSendTimeout
Key Value: 15 (Decimal - Minutes)
Key Type: REG_DWORD

Key Name: DocManagementSvcClientReceiveTimeout
Key Name: 15 (Decimal - Minutes)
Key Type: REG_DWORD
NOTE: This value is in minutes and can be increased\decreased. The default timeout is 5 minutes.

Affected Products

SourceOne Email Supervisor
Article Properties
Article Number: 000182744
Article Type: Solution
Last Modified: 14 Jun 2025
Version:  8
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