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1 Administrator s Guide DirectQuarantine Norman Protection version 6.10 Features Reader Plugin Quarantine Management Live Quarantine View Automated Spam Reporting

2 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Limited Warranty The contents of this manual are for informational use only and are 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 and Norman Protection are trademarks of AVG Technologies. directquarantine, modus, modusgate and Sequential Content Analyzer (SCA) are all trademarks of Vircom Inc. Windows, Windows Server 2008/2012/2012 R2/2014, IIS, Internet Information Server, Windows Exchange Server, Active Directory, Windows SQL and Microsoft Outlook are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Avira is a registered trademark of Avira Operations GmbH & Co. KG. All other products or services mentioned in this document are identified by the trademarks or service marks of their respective companies or organizations. Norman Protection 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 (c) 2015 AVG Technologies AVG Technologies Norway AS (former Norman Safeground AS) Visiting address: Strandveien 15, Lysaker, NORWAY Postal: PO Box 43, 1324 Lysaker, NORWAY For more information, visit our website at Revised December ii

3 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Table of Contents Introduction... 4 About this manual...4 Acronyms...4 Help and support...4 Technical Support...4 Sales Support...4 Related documents...4 Application overview... 5 Direct Quarantine for Outlook...5 Introduction...5 Full or trial version...5 Upgrading DirectQuarantine...5 Deploying DirectQuarantine on your network...7 Overview...7 Installation Installing the application Overview...11 Software requirements...11 Installing DirectQuarantine...12 Verify the Protection server configuration...12 Client install prerequisites...13 Optional: Create an OU for the DirectQuarantineServer account...15 Firewall configuration...15 Install DirectQuarantine client via a GPO...16 Test client-server connectivity...17 Install DirectQuarantine client manually...18 Getting Started Using DirectQuarantine...19 Initial login...19 Quarantine client interface...19 About quarantine mailbox...19 Viewing message content...20 Deleting messages...20 Message types...20 Probability sort order...21 Managing event logs...22 Manage quarantine events...22 Server logs...22 Client logs...22 View audit logs...22 Troubleshooting DirectQuarantine...23 Troubleshooting techniques...23 Set log level option...23 Disable the DirectQuarantine client...23 Uninstall the application...25 Contact Support...25 iii

4 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Introduction Introduction About this manual This document is written for administrators who will be installing and configuring Protection s DirectQuarantine application in a Windows client-server environment. Acronyms The following acronyms are used in this guide. AD = Active Directory DC = Domain Controller DQ = DirectQuarantine GPO = Group Policy Object OU = Organizational Unit VM = Virtual Machine Help and support Technical Support If you have specific questions concerning the use of one of our products, please contact our support team. Web: Sales Support For sales support, or for any other issues, please contact our sales team at: Phone: Working hours are from 8 a.m. to 4 p.m., Monday to Friday. Related documents The documentation set for Protection and its applications can be found here: 4

5 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Application overview Application overview Direct Quarantine for Outlook Introduction DirectQuarantine is an 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 DirectQuarantine, 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. Protection users who currently receive Quarantine Reports and use WebQuarantine can continue to do so: installing DirectQuarantine does not replace or disable either application. Full or trial version The DirectQuarantine server application is included with the 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 our Sales department at: Upgrading DirectQuarantine The upgrade process differs, depending on your current version of DirectQuarantine. Please check your current version and follow the appropriate instructions below. Upgrading from version 1.1 or 1.2 > 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 Remove the client file from the shared folder and replace it with the new dq Client.msi file. 3. Follow the steps outlined in Install DirectQuarantine client via a GPO on page 16 to deploy the new file. Upgrading from version 2.0 and above If the client had been deployed by GPO, there s no need to uninstall the previous version. Please use the following instructions: 1. Place a copy of the new dq Client.msi file in a shared folder 5

6 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Application overview 2. On the Active Directory server, open Group Policy Management 3. Locate and right-click the DirectQuarantine GPO > Edit 4. Expand User Configuration > Software Settings 5. Right-click Software Installation > New > Package, select the newest dq Client.msi file > Open 6. In Deploy Software: select Advanced > OK 7. In Deployment: select Assigned, Install this application at logon, and Basic > OK 8. In Upgrades: select Required upgrade for existing packages > OK When users next login, the Outlook clients will receive the new package. If the client had been installed manually, simply install the new client version to update. Upgrading from version 1.0 Please contact technical support via to Contact details can also be found at our web site on the Business section of 6

7 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Application overview Deploying DirectQuarantine on your network Overview The DirectQuarantine 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 DirectQuarantine server The DirectQuarantine client The DirectQuarantine server module must be installed on the Protection server. It provides a service that establishes a connection between the Microsoft Outlook client and the Protection server, and communicates with the quarantine database. Installation is supported on a physical Protection server or a Virtual Machine. The DirectQuarantine 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 Protection and mail server In this configuration, both the Protection and the mail server are located on the local network. DirectQuarantine Server is installed on the Protection server, and end-users (client) machines are configured to communicate directly with DirectQuarantine Server using their address and network login password. Protection and Mail Server on the same LAN 7

8 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Application overview Hosted Protection server Illustrated in the figures below, the mail server is housed on the client s own network, and connects to the hosted 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 8

9 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Application overview Requirements for supporting this environment include the following: Each client network should have its own Active Directory/Domain Controller server. It is possible to deploy the program without AD: please contact support for details. Communication between 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 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 DirectQuarantine Server (for details, see Verify the Protection server configuration on page 12). The DirectQuarantine client can either be pushed to the end-users machines using a GPO, or by manually installing the file on the individual machines. In a Protection blockade configuration, DirectQuarantine must be installed on each Protection server. Hosted service provider network In this scenario, the Service Provider hosts both the Protection and the Mail Server. The clients communicate with the Mail Server through a firewall. Hosted Protection and Mail Server with remote AD/DC Server 9

10 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Application overview Requirements for supporting this environment include the following: Each client network should have its own Active Directory/Domain Controller server. It is possible to deploy the program without AD: please contact support for details. Communication between 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 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 DirectQuarantine Server (for details, see Verify the Protection server configuration on page 12). The DirectQuarantine client file can be installed manually on the individual machines. 10

11 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation Installation Installing the application Overview The DirectQuarantine installation is composed of two parts: the server and client applications. The server application is an installation option with Protection 5.1 or greater, and is installed by default. The client application must be installed and configured separately using the instructions below. Software requirements The minimum software requirements for installing the DirectQuarantine application are depicted in the following table. These requirements are for the server and client applications: Applicable to Software Description Server Protection Must have version 5.1 or greater installed on the server..net Framework Both.NET Framework versions 3.5 SP1 and 4.0 Extended must be installed on the Protection server. DirectQuarantine Configured to use SQL server version 2005, 2008 R2, 2012, 2014 or SQL Server 2005 Express Edition. The SQL server can either be installed on the Protection server or separately. Active Directory/ Domain Controller Configured on the local or the client network. Client Microsoft Outlook 2007, 2010, 2013 Outlook versions 2007 SP2, 2010 SP1, 2013 (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 DirectQuarantine is to be installed. 11

12 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation Installing DirectQuarantine Verify the Protection server configuration Follow the directions below to ensure that your Protection server is properly configured to communicate with the client machines. 1. Open your Protection Administration Console to System > Quarantine Reports. 2. In the WebQuarantine URL field, enter (or if your Network Interface Card is only configured for IPv4 formatted IPs) 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 according to your configuration in IIS. Examples: or This operation is required to support the WebQuarantine link provided in the DirectQuarantine toolbar in Outlook. 3. DirectQuarantine 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. 4. 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 5. Replace 9000 in the line below with the port number that you want to use: <add baseaddress= /> 6. Replace 9000 in the line below with the port number that you want to use: <add baseaddress= /> 7. Save the changes and close the file. Make note of the port number used: it will be required in the following steps. 8. Open the Protection Administration Console to System > Services, stop and restart MODUSDQ. 12

13 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation Client install prerequisites Before 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 DirectQuarantine is to be installed. These applications are not included in the DirectQuarantine 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 > Protection > DirectQuarantine Client Install, locate the dq Client.msi file and copy it to the shared folder created in Step Log in to the Domain Controller Server to create a DirectQuarantineServer user account. This account is required to store the Protection server IP and the port number for the DirectQuarantine 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 DirectQuarantineServer 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. 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 DirectQuarantineServer in First Name Copy and paste it to User Logon Name and click Next. 13

14 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation 10. Enter a password of your choice and click Next through the remaining screens to finish the setup. 11. Right-click the DirectQuarantineServer user and select Properties > Telephones. 12. Enter the IP address of the Protection server and the port number to be used by the DirectQuarantine service in IP phone. For example, :9000. If you had modified the port number, replace 9000 with your new port number. Optional: you can enter additional text in Notes. It is possible to deploy the client program without AD: please contact support for details. 14

15 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation Optional: Create an OU for the DirectQuarantineServer account If you wish to isolate DirectQuarantineServer 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 DirectQuarantineServer user account Select Move > ExternalApplicationsRepository Click OK. Firewall configuration If your are configuring DirectQuarantine 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 DirectQuarantine Server. Port 389/3268 (as applicable): for remote access to the Active Directory/Domain Controller Server. 15

16 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation Install DirectQuarantine client via a GPO Follow the procedure below to create a Group Policy Object (GPO) for installing the DirectQuarantine client. It is recommended to deploy the DirectQuarantine 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 DirectQuarantine to the domain as a whole, or use an Organizational Unit (OU) that contains the names of the specific users where DirectQuarantine will be installed. To deploy to the domain, continue at Step 3 below. To create a new OU for DirectQuarantine users, do the following: Right-click the domain name and select New > Organizational Unit. Enter a name, e.g. DirectQuarantine, and click OK. Right-click the DirectQuarantine 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 DirectQuarantine 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 > New > Package. 9. Enter the full network path to the dq Client.msi file. For example, enter \\servername\sharedpath\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. 16

17 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation 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. 17

18 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Installation Install DirectQuarantine client manually An alternate method to using a GPO deployment is to install the DirectQuarantine client manually on the users computers. To do this: 1. Complete the prerequisite configuration outlined in Client install prerequisites. 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. If using a Terminal Server, the client file must be installed manually. 18

19 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started Getting Started Using DirectQuarantine Initial login After DirectQuarantine is installed, users will be prompted to enter their address and network login password to establish the connection for their account. The system will auto-display the first address detected, but if users have multiple accounts on the local network, they can specify which account to use here. Quarantine client interface The DirectQuarantine application for Outlook enables users to manage their quarantined messages directly from Outlook. The Norman folder is a mailbox that connects to the Protection quarantine database. About quarantine mailbox The DirectQuarantine client creates a new mailbox PST file that communicates directly with the Protection quarantine database. The Norman root folder connects to a web page that contains the How-To Guide. The DirectQuarantine sub folder contains the list of quarantined messages. The message list is automatically synchronized and refreshed in the background. We recommend disabling Microsoft Outlook s native Junk feature on the client machines to avoid conflicting filter behavior and potential confusion. 19

20 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started Viewing message content Message 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 messages Messages 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. Messages in Deleted Items cannot be undeleted or moved back into the DirectQuarantine folder. The entire (current) message list can be emptied manually by right-clicking the DirectQuarantine folder and selecting Empty DirectQuarantine (Outlook 2007) or Delete All (Outlook 2010, 2013). Message types Messages inside the DirectQuarantine 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 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. 20

21 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started Probability sort order Messages 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. 21

22 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started Managing event logs Manage quarantine events The DirectQuarantine events are logged in text files. Logs are set to report trouble events generated by the client machines and the Protection server. The file types are categorized by: Server logs Client logs Audit logs Server logs The 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 Server Database connection Client connection Client authentication Message action Action event Description Service start and stop Connection or synchronization issues with the Protection Quarantine database Communication and connection issues with the client machines. Client authentication issues. Client message action issues. Client or server failed action request. Client logs The client log file is stored on each client machine, and records only the DirectQuarantine error events. The Norman.dQ.Client.log is stored in the user s machine, at the following directory: C:\Users\<username>\App Data\Local\Norman\DirectQuarantine\Norman.dQ.Client.log 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 logs Audit logs are recorded only if the auditing trail is set in the Protection server. Events of messages released by client requests are then recorded as an audit trail. See the Protection Administration Guide. 22

23 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started Troubleshooting DirectQuarantine Troubleshooting techniques The DirectQuarantine 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 common problems. Set log level option Logs 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 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 performance issues while running. After resolving the issue, you must reset the log to Error level and stop / restart the MODUSDQ service to register the change. Disable the DirectQuarantine client As part of the troubleshooting process, the DirectQuarantine application can be disabled on a client machine. Follow the procedure to disable the DirectQuarantine 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, 2013, click File> Options > Add-ins. 23

24 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started 3. Make sure that COM Add-ins appears in Manage. Click Go Uncheck DirectQuarantine in the list under Add-Ins available:,and click OK. The Norman and DirectQuarantine folders will become hidden. 5. If prompted to do so, restart Outlook. 24

25 Administrator s Guide: NEP DirectQuarantine Version: 6.10 Getting Started Uninstall the application The following procedure uninstalls the DirectQuarantine 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 Support If you require assistance with any issue, regarding DirectQuarantine, please contact our technical support. 25

26 Offices General info Norway Denmark France Germany Italy Netherlands Norway Spain Sweden Switzerland United Kingdom CONTACT DETAILS AVG Technologies Norway AS PO box 43, 1324 Lysaker, Norway Visiting address: Strandveien 15, Lysaker November 2014 Norman was aquired by AVG Technologies. We have teamed up to develop the best security software for businesses and consumers.

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