This document describes the usage of the hidden command resetqueue and the actions that occurs when this is issued on the CLI of an Email Security Appliance (ESA).
Usage of the command resetqueue
There are times when the workqueue on an ESA is corrupt, and either an attempt to repair the work queue directly did not correct operation and processing, or Cisco Email Content Security Customer Support is not able to access the appliance remotely (via support tunnel).
In order to proceed, it is necessary to log into the CLI on the appliance and issue the resetqueue command.
The use of this command deletes all messages in the work queue (all active recipients in queue) and forces a graceful reboot of the ESA. The reboot is required so that the appliance can recreate a new work queue and then begin proper operation and processing.
There are exceptions for the messages in the Spam Quarantine (ISQ) and Policy, Virus, Outbreak Quarantines (PVO). Messages that have been delivered into these are not affected.
Warning: Due to the permanency of this command, the resetqueue command should only be used in cooperation with Cisco Email Content Security Customer Support, and only after all other troubleshooting techniques have been attempted. By executing this command, or allowing Cisco Email Content Security Customer Support to execute this command, you, as the customer, understand that any messages, outside of the ISQ, will be permanently lost and are not recoverable.
In order to confirm that you understand the ramifications of using the resetqueue command, please review this document and verbally respond to the Customer Support Engineer (CSE) assisting you with your open support request.
WARNING: This command is extremely destructive. All messages in all queues -- including undeliverable messages -- will be deleted. Please be certain that all messages you wish to save are delivered or archived. This command will reboot your system and reset your queue. Are you sure you want to proceed? [N]> y
System rebooting. Please wait while the queue is being closed...
Closing CLI connection. Rebooting the system...
Once the appliance has completed the reboot and is re-accessible, verify operation and processing with status detail from the CLI, or Monitor > System Status from the GUI. The appliance should reflect a system status of Online.
Please also review the mail logs on the appliance to assure mail processing as expected. This can be accomplished from the CLI by running the tail mail_logs command.