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Administration Guideversion 2.0

Direct Quarantine for Outlook

Direct QuarantineAdministration Guide |

Copyright © 1990-2011 Norman ASA ii

Limited WarrantyThe content of this manual is for informational use only and is subject to change without notice. Neither Norman nor anyone else who has been involved in the creation or production of this manual assumes any responsibility or liability for any errors or inaccuracies that may occur in this manual, nor for any loss of anticipated profit or benefits, resulting from the use of this manual.

This manual is protected by copyright laws and international treaties. Your right to copy this manual is limited by copyright law and the terms of your software license agreement. As the software licensee, you may make a reasonable number of copies or printouts, provided they are for your own use. Making unauthorized copies, adaptations, compilations or derivative works for any type of distribution is prohibited and constitutes a punishable violation of the law.

Any references to names of actual companies, products, people and/or data used in screenshots are fictitious and are in no way intended to represent any real individual, company, product, event and/or data unless otherwise noted.

Norman, Norman Email Protection, Norman Virus Control and NVC are trademarks of Norman® ASA.

Windows®, Windows® NT, Windows® 2000, Windows® Server 2003, IIS, Internet Information Server and Data Access Components are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Platypus, RODOPI, Emerald, EcoBuilder, Logisense and Worldgroup are trademarks of their respective owners. All other products or services mentioned in this document are identified by the trademarks or service marks of their respective companies or organizations. Portions of this software are based, in part, on ImageMagick, Copyright © 1999-2006, ImageMagick Studio LLC. This software is based on the Professional Internet Mail Services product licensed from the University of Edinburgh. Certain algorithms used in parts of this software are derived from the RSA Data Security, Inc. MD5 Message-Digest Algorithm.

Copyright © 1995-2011 Norman ASA.

Norman ASA, POBox 43, N-1324 Lysaker, Norway

For more information, contact your local Norman subsidiary, contact details found at www.norman.com/contact_norman/53956/61101/

December 2011.

Introduction ..........................................................4About this manual .................................................... 4

Intended audience .................................................... 4Purpose and scope .................................................. 4Acronyms ................................................................ 4

Help and support ...................................................... 4Contact support ....................................................... 4Related documents .................................................. 4

Application Overview ......................................... 5Direct Quarantine for Outlook ................................. 5

Introduction ............................................................. 5Full or trial version .................................................... 5Upgrading Direct Quarantine ..................................... 5

Deploying Direct Quarantine on your network ...... 6Overview ................................................................. 6

Installation ............................................................9Installing the application ......................................... 9

Overview ................................................................. 9Software requirements .............................................. 9

Installing Direct Quarantine .................................. 10Verify the Email Protection server configuration ......... 10Client install prerequisites ........................................11Optional: Create an OU for the normanDqServer account 13Firewall configuration .............................................. 13

Install Direct Quarantine client via a GPO ........... 14Test client-server connectivity ................................. 15

Install Direct Quarantine client manually ............. 16

Table of contents

Copyright © 1990-2011 Norman ASA iii

Direct QuarantineAdministration Guide Table of Contents

Getting Started ..................................................17Using Direct Quarantine ........................................ 17

Initial login ............................................................. 17Quarantine client interface....................................... 17About quarantine mailbox ........................................ 17Viewing message content ....................................... 18Deleting messages ................................................. 18Message types ....................................................... 18Probability sort order .............................................. 18

Managing event logs .............................................. 19Manage quarantine events ...................................... 19Server logs ............................................................ 19Client logs ............................................................. 19View audit logs ....................................................... 19

Troubleshooting Direct Quarantine ...................... 20Troubleshooting techniques ..................................... 20Set log level option ................................................. 20Disable the Direct Quarantine client ......................... 21Uninstall the application .......................................... 22Contact Support ..................................................... 22

Direct QuarantineAdministration Guide Introduction

Copyright © 1990-2011 Norman ASA 4

Introduction

About this manual

Intended audienceThis document is written for administrators installing and configuring Norman’s Direct Quarantine application in a Windows environment. It is assumed that the reader is familiar with:

- Microsoft Windows operating system.

- Microsoft Exchange Server and Active Directory.

- Norman’s concepts.

Purpose and scopeThis document is designed to provide administrators with instructions to install and configure the appli-cation on a server-client environment.

AcronymsThe following acronyms are used in this guide.

- AD = Active Directory

- DC = Domain Controller

- dQ = Direct Quarantine

- GPO = Group Policy Object

- OU = Organizational Unit

- VM = Virtual Machine

Help and support

Contact supportIf you have specific questions concerning the use of one of our products, please contact Norman sup-port at www.norman.com/support.

Related documentsDocumentation for Email Protection can be found at www.norman.com/support/user_manuals

Direct QuarantineAdministration Guide Application Overview


Application Overview

Direct Quarantine for Outlook

IntroductionDirect Quarantine is Email Protection’s Outlook add-on that presents a live view of the quarantined messages and all the necessary tools to manage them, using controls that are built right into Outlook. By using Direct Quarantine, users no longer have to wait hours for summary reports, log into the WebQuarantine to check the contents, or to rely on administrators to release messages on their behalf.

Email Protection users who currently receive Quarantine Reports and use WebQuarantine can con-tinue to do so: installing Direct Quarantine does not replace or disable either application.

Full or trial versionThe Direct Quarantine server application is included with the Email Protection installation package, and is installed by default. The program is available for use by licensed users, but also provides a free 30-day trial version.

If you are interested in buying the product, please contact www.norman.com.

Upgrading Direct QuarantineTo upgrade Direct Quarantine from version 1.1 or 1.2 to 2.0, you must first uninstall the original client file. If the program had been installed manually, uninstall it manually from the users’ machines before installing the new file.

If the client had been deployed by GPO, use the following instructions:

1. Uninstall the client file using the procedure described at the end of this document: see ‘Uninstall the application’ on page 22.

2. Remove the client file from the shared folder and replace it with the new dQClient.msi file.

3. Follow the steps outlined in ‘Install Direct Quarantine client via a GPO’ on page 14 to deploy the new file.

If you wish to upgrade from Direct Quarantine 1.0, please contact Norman at www.norman.com/Support.



Deploying Direct Quarantine on your network

OverviewThe Direct Quarantine application is based on a client-server distributed architecture that is designed to support multiple network configurations: both on-premise (local) and hosted. Deployment requires the following modules:

- The Direct Quarantine server

- The Direct Quarantine client

The Direct Quarantine server module must be installed on the Email Protection server. It provides a service that establishes a connection between the Microsoft Outlook client and the Email Protection server, and communicates with the quarantine database. Installation is supported on a physical Email Protection server or a Virtual Machine.

The Direct Quarantine client module is installed on the client (or users’) computers. It can be deployed using a Group Policy Object (GPO) in an Active Directory environment, or by manually installing the application. Note that manual client installation is required if using a Terminal Server.

The following sections illustrate the most frequently-used configurations.

On premise Email Protection and mail serverIn this configuration, both the Email Protection and the mail server are located on the local network. Direct Quarantine Server is installed on the Email Protection server, and end-users’ (client) machines are configured to communicate directly with Direct Quarantine Server using their email address and network login password.

Email Protection and Mail Server on the same LAN



Hosted Email Protection serverIllustrated in the figures below, the mail server is housed on the client’s own network, and connects to the hosted Email Protection server through a firewall.

1: High level view of a hosted network

2: Close-up view of hosted network with remote Active Directory lookup

Requirements for supporting this environment include the following:

• Each client network must have its own Active Directory/Domain Controller server. Without this, Direct Quarantine will not work.

• Communication between Email Protection and the Active Directory server is handled through port 389 (LDAP) or 3268 (the Global Catalog).

• The client must open the following ports on the local firewall to accept communication from Email Protection:

• Inbound Port 389 or 3268 (accordingly): for Active Directory authentication requests

• Port 9000 (or a custom port number): for communication between the client machines and Direct Quarantine Server (for details, see ‘Verify the Email Protection server configuration’ on page 10).



• The Direct Quarantine client can either be pushed to the end-users machines using a GPO, or by manually installing the file on the individual machines.

NOTE In a Email Protection blockade configuration, Direct Quarantine must be installed on each Email Protection server.

Hosted email service provider networkIn this scenario, the Email Service Provider hosts both the Email Protection and the Mail Server. The clients communicate with the Mail Server through a firewall.

Hosted Email Protection and Mail Server with remote AD/DC Server

Requirements for supporting this environment include the following:

• Each client network must have its own Active Directory/Domain Controller server. Without this, Direct Quarantine will not work.

• Communication between Email Protection and the Active Directory server is handled through port 389 (LDAP) or 3268 (the Global Catalog).

• The client must open the following ports on the local firewall to accept communication from Email Protection:

• Inbound Port 389 or 3268 (accordingly): for Active Directory authentication requests

• Port 9000 (or a custom port number): for communication between the client machines and Direct Quarantine Server (for details, see ‘Verify the Email Protection server configuration’ on page 10).

• The Direct Quarantine client file can be installed manually on the individual machines.

Direct QuarantineAdministration Guide Installation


Installation

Installing the application

OverviewThe Direct Quarantine installation is composed of two parts: the server and client applications.

• The server application is an installation option with Email Protection 5.1, and is installed by default.

• The client application must be installed and configured separately using the instructions below.

Software requirementsThe minimum software requirements for installing the Direct Quarantine application are depicted in the following table. These requirements are for the server and client applications:

Applicable to Software Description

Server Email Protection Must have version 5.1 installed on the server.

.NET Framework Both .NET Framework versions 3.5 SP1 and 4.0 Extended must be installed on the Email Protection server.

Email Protection Quarantine

Configured to use SQL server version 2000, 2005, 2008, 2008 R2 or SQL Server 2005 Express Edition. The SQL server can either be installed on the Email Protection server or separately.

Active Directory/Domain Controller

Configured on the local or the client network.

Client Microsoft Outlook 2003, 2007, 2010

Outlook versions 2003 SP3, 2007 SP2 and 2010 SP1 (32-bit and 64-bit) are supported.

.NET Framework Both .NET Framework versions 3.5 SP1 and 4.0 Extended must be installed on the users’ computers where Direct Quarantine is to be installed.



Installing Direct Quarantine

Verify the Email Protection server configurationFollow the directions below to ensure that your Email Protection server is properly configured to com-municate with the client machines.

4. Open your Email Protection Administration Console to System > Quarantine Reports.

5. In the WebQuarantine URL field, enter http://localhost/quarantine.

• Click Test URL to verify that the connection tests successfully

• If connection is successful click Apply.

• You may instead replace ‘localhost’ with the web server’s IP, or enter an actual web address ac-cording to your configuration in IIS. Examples: http://10.10.10.10/quarantine, or http://www.mycom-pany.com/quarantine.

» This operation is required to support the WebQuarantine link provided in the Direct Quarantine toolbar in Outlook.

6. Direct Quarantine server service uses a dedicated port number. By default port 9000 is used. If you must change the port number, follow the remaining steps below. If no change is required, go to the next section, ‘Client install prerequisites’.

7. To change the port, use Windows Notepad or another text editor to open the following file, located on your C: drive.

C:\ProgramFiles\Norman\directQuarantine Server\directQuarantine Server.exe.config

8. Replace 9000 in the line below with the port number that you want to use:

<add baseAddress=”http://localhost:9000/modusquarantine”/>

9. Replace 9000 in the line below with the port number that you want to use:

<add baseAddress=”http://localhost:9000/authenticate”/>

10. Save the changes and close the file.

» Make note of the port number used: it will be required in the following steps.

11. Open the Email Protection Administration Console to System > Services, stop and restart MODUSDQ.



Client install prerequisitesBefore beginning the client install, you must configure the following prerequisite settings:

1. These steps must be completed before installing the client file - whether it will be done manually or by GPO.

2. Ensure that both .NET 3.5 SP1 and .NET Framework 4.0 Extended are installed on the users’ computers where Direct Quarantine is to be installed.

» These applications are not included in the Direct Quarantine client installation package.

3. Create a shared folder on your network that can be accessed by all client machines.

4. Go to Start > (All) Programs > Norman > Norman Email Protection > directQuarantine Client Install, locate the dQ Client.msi file and copy it to the shared folder created in Step 3.

5. Log in to the Domain Controller Server to create a vircomDqServer ‘user’ account. This account is required to store the Email Protection server IP and the port number for the Direct Quarantine service.

» To add this new user to the Users group, continue with the steps below. » After completing the setup, you may optionally create a new Organizational Unit (OU) to store this

special user account. For these instructions, see ‘Optional: Create an OU for the vircomDqServer account’.

6. Click Start > Programs > Administrative Tools > Active Directory Users and Computers.

7. Expand the domain name to which you want to install the program.

8. Right-click Users and select New > User.

NOTE On SBS Server, the new user account will be added to the Users> SBS Users folder.

9. Enter the following information using the exact names and syntax as given:

- Enter vircomDqServer in First Name

- Copy and paste it to User Logon Name and click Next.



10. Enter a password of your choice and click Next through the remaining screens to finish the setup.

11. Right-click the vircomDqServer user and select Properties > Telephones.

12. Enter the IP address of the Email Protection server and the port number to be used by the Direct Quarantine service in IP phone. For example, 192.168.30.131:9000.

- If you had modified the port number, replace 9000 with your new port number.

- Optional: you can enter additional text in Notes.



Optional: Create an OU for the vircomDqServer accountIf you wish to isolate vircomDqServer from the main Users group, you can create a new Organizational Unit and move the account into the OU. Follow the procedures below:

1. While still in Active Directory Users and Computers, right-click the domain name and select New > Organizational Unit.

2. Enter ExternalApplicationsRepository in Name and click OK.

» You must enter the name and syntax as specified.

3. Do the following:

- Right-click the vircomDqServer user account

- Select Move > ExternalApplicationsRepository

- Click OK.

Firewall configurationIf your are configuring Direct Quarantine in a Service Provider or hosted environment, the following ports must be open on the firewall:

• Port 9000 (or your custom port number: for remote access to Direct Quarantine Server.

• Port 389/3268 (as applicable): for remote access to the Active Directory/Domain Controller Server.



Install Direct Quarantine client via a GPOFollow the procedure below to create a Group Policy Object (GPO) for installing the Direct Quarantine client.

It is recommended to deploy the Direct Quarantine client on a single machine in order to test the installation and connectivity. Once it is successful, deploy it to multiple machines.

1. On the Domain Controller Server, open Active Directory > Users and Computers.

2. You may optionally deploy Direct Quarantine to the domain as a whole, or use an Organizational Unit (OU) that contains the names of the specific users where Direct Quarantine will be installed.

To deploy to the domain, continue at Step 3 below.

To create a new OU for Direct Quarantine users, do the following:

- Right-click the domain name and select New > Organizational Unit.

- Enter a name, e.g. Direct Quarantine, and click OK.

- Right-click the Direct Quarantine OU, add the user names and click OK.

3. Click Start > Programs > Administrative Tools > Group Policy Management.

4. Right-click the domain name or the Direct Quarantine OU, select Create and Link a GPO here and click New.

5. Enter a name in New GPO. For example, enter Norman Addin Client, and click OK.

6. Click the Norman Addin Client and then click Edit to open the Group Policy Object Editor.

7. Expand User Configuration > Software Settings.

8. Right-click Software Installation and click New > Package.

9. Enter the full network path to the dQ Client.msi file. For example, enter \\servername\shared-path\dQ Client.msi.

10. Select Advanced in Deploy Software and click OK.



11. Click Properties > Deployment and click to select all of the following settings:

- Assigned in Deployment Type

- Install this application at logon in Deployment options

- Basic in Installation user interface options

Click OK to proceed.

12. Click OK to close the Group Policy Object Editor.

» The GPO will execute immediately to push the files to the specified user(s).

Test client-server connectivity Deploying the client GPO on a single machine provides a setup to test the client-server connectivity. If you experience such a problem, then it is recommended to uninstall the client GPO and then reinstall it again.



Install Direct Quarantine client manuallyAn alternate method to using a GPO deployment is to install the Direct Quarantine client manually on the users’ computers. To do this:

1. Complete the prerequisite configuration outlined in ‘Client install prerequisites’ on page 11 ‘.

2. On the client machine, log in with an account that has Administrator privileges.

3. Locate the shared folder containing the dQ Client.msi file.

4. Ensure that Outlook is closed and click the dQ Client.msi file to launch the install. Click Next through the remaining screens to finish the install.

NOTE If using a Terminal Server, the client file must be installed manually.

Direct QuarantineAdministration Guide Getting Started


Getting Started

Using Direct Quarantine

Initial loginAfter Direct Quarantine is installed, users will be prompted to enter their email address and network login password to establish the connection for their email account. The system will auto-display the first email address detected, but if users have multiple email accounts on the local network, they can specify which account to use here.

Quarantine client interfaceThe Direct Quarantine application for Outlook enables users to manage their quarantined messages directly from Outlook. The Norman folder is a mailbox that connects to the Email Protection quarantine database.

About quarantine mailboxThe Direct Quarantine client creates a new mailbox PST file that communicates directly with the Email Protection quarantine database. The Norman root folder connects to a web page that contains the How-To Guide. The Direct Quarantine sub folder contains the list of quarantined messages. The mes-sage list is automatically synchronized and refreshed in the background.

NOTE We recommend disabling Microsoft Outlook’s native Junk email feature on the client machines to avoid conflicting filter behavior and potential confusion.



Viewing message contentMessage content can be viewed in the preview pane (if enabled) or by double-clicking the message to open it. Potentially dangerous content such as viruses, phishing, URL links, images and attachments are blocked from view.

When a message contains attachments, the filenames can be seen by clicking on Click here to see attachment information.htm and then the Preview file button.

Deleting messagesMessages can be deleted using the <Delete> key on the keyboard, by using Outlook’s Delete button in the toolbar or the context menu. Deleted messages are moved to the custom Deleted Items folder within the Norman mailbox. This folder is cleaned automatically during the synchronization process, at which point messages are permanently removed.

NOTE Messages in Deleted Items cannot be undeleted or moved back into the Direct Quarantine folder. The entire (current) message list can be emptied manually by right-clicking the Direct Quarantine folder and selecting Empty ‘Direct Quarantine’ (Outlook 2007) or Delete All (Outlook 2010). This function is not supported in Outlook 2003.

Message typesMessages inside the Direct Quarantine folder are categorized by the following list of types. The type value determines which messages can be released using the Outlook interface:

Type Behavior

Spam User is able to release a Spam message.

Phishing User is not able to release a Phishing message. The release option is disabled.

Virus User is not able to release a Virus message. The release option is disabled.

Forbidden Attachment

User is not able to release Forbidden Attachment message. The release option is disabled.

Blocked Sender This is a black-listed email address.

User is not able to release Blocked Sender message. The release option is disabled.

Blocked by Rules This is a custom filter created by the administrator.

User is not able to release Blocked by Rules message. The release option is disabled.

Users with special permission to release Phishing or Forbidden Attachment types of messages must either use the Quarantine Report or the ‘Go to WebQuarantine’ shield icon in the toolbar.

Probability sort orderMessages are visually divided into 2 groups based on the probability of spam content: Low and High. The High group contains typical spam content and is displayed using the default text color (usually black). The Low group, however, is highlighted by the use of blue text to draw users’ attention: this group may contain some false positives.

Users can easily release messages from either group by using the release options in the toolbar or the context menu, depending on the type category outlined above.



Managing event logs

Manage quarantine eventsThe Direct Quarantine events are logged in text files. Logs are set to report trouble events generated by the client machines and the Email Protection server. The file types are categorized by:

- Server logs

- Client logs

- Audit logs

Server logsThe server log file name is composed of the following format: DQ<yyyymmdd>.log, where <yyyymmdd> represent the date when the log file is created. The DQ<yyyymmdd>.log is stored at the following directory:

C:\Program Files\Norman\directQuarantine Server\log

By default, the log files are configured with the following properties:

• The maximum size of the file is set at 40 MB. A new log file is created when limit is reached.

• A maximum of 10 logs are reported at one time. This limit is set to preserve disk space.

The server log records the following events by default:.

Type Description

Server Service start and stop

Database connection Connection or synchronization issues with the Email Protection-Quarantine database

Client connection Communication and connection issues with the client machines.

Client authentication Client authentication issues.

Message action Client message action issues.

Action event Client or server failed action request.

Client logsThe client log file is stored on each client machine, and records only the Direct Quarantine error events. The Vircom.dQ.Client.log is stored in the user’s machine, at the following directory:

C:\Documents and Settings\<Username>\Local Settings\Application Data\Vircom\ directQuarantine\Vircom.dQ.Client.log

NOTE User directories are hidden by default in Windows Explorer. To reveal them disable the Hide extensions for known file types feature in Tools > Folder Options then click View and Select the Show hidden files and folders option.

View audit logsAudit logs are recorded only if the auditing trail is set in the Email Protection server. Events of mes-sages released by client requests are then recorded as an audit trail. See the ‘Email Protection Administration Guide’.



Troubleshooting Direct Quarantine

Troubleshooting techniquesThe Direct Quarantine application is designed to log events initiated from the server, the client, the database and the network connections. These logs provide a tracking method to troubleshoot com-mon problems.

Set log level optionLogs are set to record at Error level by default. For troubleshooting scenarios, you might want to track more events. You can do that by setting the log level to All or Debug to allow more details to be recorded.

Follow the procedure below to temporarily set a different log level.

1. Go to C:\Program Files\Norman\directQuarantine Server.

2. Locate the log4net.config file and open it with Notepad or another text editor.

3. Locate the section marked Level, and change it from Error to either All or Debug, and save the change.

4. Stop and restart the MODUSDQ service after changing the level: open the Norman Email Protection Administration Console > System > Services.

5. All or Debug logging must be used only temporarily to investigate a specific issue. These settings will record all transactions on the server and client machines, and may cause per-formance issues while running.

After resolving the issue, you must reset the log to Error level and stop/restart the MODUS-DQ service to register the change.



Disable the Direct Quarantine clientAs part of the troubleshooting process, the Direct Quarantine application can be disabled on a client machine. Follow the procedure to disable the Direct Quarantine application.

1. On a client machine, open Microsoft Outlook.

2. Do the following:

- For Outlook 2007, click Tools > Trust Centre > Add-ins.

- For Outlook 2010, click File> Options > Add-ins.

- For Outlook 2003, click Tools > Options > Other > Avanced Options > COM Add-ins

3. Make sure that ‘COM Add-ins’ appears in Manage. Click Go....

4. Uncheck ‘Direct Quarantine’ in the list under Add-Ins available:,and click OK.

The Norman and Direct Quarantine folders will become hidden.

5. If prompted to do so, restart Outlook.



Uninstall the applicationThe following procedure uninstalls the Direct Quarantine application from the client computers:

1. Log in to the Domain Controller Server.

2. Click Start > Programs > Administrative Tools > Group Policy Management.

3. Expand the domain name where the program was installed.

4. Right-click the Norman Addin Client and select Edit to open the Group Policy Object editor.

5. Expand User Configuration > Software Settings and select Software Installation.

6. Right-click Norman Addin Client and select All Tasks > Remove.

7. Click to select Immediately uninstall the software from users and computers and click OK.

Contact SupportIf you require assistance with any issue, regarding Direct Quarantine, please contact Norman.

• www.norman.com/Support

DenmarkNorman Data Defense Systems A/SBlangstedgårdsvej 1, DK-5220 Odense SØTel: +45 7025 3508Fax: +45 6590 5102Email: [email protected] Web: www.norman.com/dk

Norman Data Defense Systems A/STuborg Boulevard 12, 3. salDK-2900 HellerupTel: +45 7025 3508Fax: +45 6590 5102Email: [email protected] Web: www.norman.com/dk

GermanyNorman Data Defense Systems GmbHZentrale, Gladbecker Str. 3, D-40472 DüsseldorfTel: +49 0211 586 99-0Fax: +49 0211 586 99-150Email: [email protected] Web: www.norman.com/de

Norman Data Defense Systems GmbHNiederlassung München, Ludwigstr. 47 D-85399 HallbergmoosTel: +49 0811 541 84-0Fax: +49 0811 541 84-15Email: [email protected] Web: www.norman.com/de

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NormanOffices

Norman ASA is a world leading company within the field of data security, internet protection and analysis tools. Through its SandBox technology Norman offers a unique and pro active protection unlike any other competitor. While focusing on its proactive antivirus technology, the company has formed alliances which enable Norman to offer a complete range of data security services.

Norman was established in 1984 and is headquartered in Norway with continental Europe, UK and US as its main markets.

Copyright © 1990-2011 Norman ASA

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