Not able to delete an email in mailspool wich causes mailscanner process to use 25% CPU performance (one complete CPU Core)

Hello Andre,

Thank you for contacting the Sophos Community!

I have left a note in the case and alerted the manager of the owner of the case.

This should be possible to achieve but steps need to be done by support as it involves the database.

Regards,

Hi Emmanuel,

thanks so much. After you alerted the manager of the owner of the case, Sophos Technical Support has contacted me. They have been able to delete the broken email. Unfortunately, we still have high CPU utilization due to one mailscanner process. Sophos Technical Support wanted to analyse the logs by support access. After 2 days, I got this answer:

"We are unable to collect the required information from the access id provided. 
I will be available from February 10 after a short leave. "

Now I have to wait another 5 days... 

Hello Andre,

Thank you for the follow-up.

I don't see that email in this case, the last activity was on Feb 3 saying they will be monitoring the case.

In any case, I have pinged the engineer assigned to the case. I see also GES left a note about the monitoring yesterday.

Please double check that the email you mentioned corresponds to this case. (03499893).

Regards,

Hi Emmanuel,

as you suspected I took the answer from the wrong case... (03596670)

I am sorry for that.

Hello Andre,

No worries and thank you for the update. 

Regards,