Previous Topic: Troubleshooting User PoliciesNext Topic: A Policy is Not Working or Cannot Be Edited

Policy Guide › Troubleshooting User Policies › Triggers Are Not Firing As Expected

Triggers Are Not Firing As Expected

Symptom:

A user policy seems to be malfunctioning and triggers are not firing as expected. For example, emails that should be blocked are allowed to continue, or emails that are benign are inexplicably causing triggers to fire.

Solution 1: Confirm that the user is not exempt from policy

If a user account has inadvertently been exempted from policy, CA DataMinder does not apply policy to that user. Exempt users are users who have a CA DataMinder account on the CMS but who are exempt from policy. That is, CA DataMinder does not monitor email, web or file activity for policy-exempt users.

To check a user's policy exemption status

  1. Log on to the Administration console using an account that has the 'Users: Edit the user hierarchy' administrative privilege.
  2. Expand the User Administration branch and select the user with the problem policy.
  3. Click Tools, Set Policy Exemption.

    The Select Policy Exemption State dialog appears.

  4. Verify that the Exempt From Policy check box is clear.

    If the check box is selected, the user is exempt from policy and CA DataMinder does not apply policy triggers.

Solution 2: Confirm that the latest policy version is being used

If the correct user policy is being applied but there is still a problem, it is possible that the wrong version of that policy is being applied. Typically, updated policy versions are replicated to client machines automatically. If the affected user is not logged on or logged on twice, there can be a short delay during which the latest policy changes have not yet been sent down to all endpoint agents on users' workstations.

To identify the assigned and reported versions

  1. Log on to the Administration Console as the primary administrator.
  2. Select the user under User Administration.

    The attributes in the right-hand pane show the policy version, for example: 1.2.3.4. If the user is currently logged on to CA DataMinder, both assigned and reported policy versions are displayed.

  3. Compare the policy version number assigned by the CMS with the version reported by the client machine.
  4. If the wrong policy version is being applied, manually replicate the updated version to all child machines.

To replicate the user policy

  1. Log on to the Administration Console as the primary administrator.
  2. Choose Tools, Replicate Changes from the menu bar.

    The latest policies are replicated down to all child machines.

Solution 3: Check for common errors in the user policy

If you have verified that the correct version of the correct user policy is being applied, but there is still a problem, you now need to check the policy settings.

For example, are your Search Text settings configured correctly? The syntax for search text expression can be complex. You can test whether your triggers are looking for the correct text by sending test emails.

Solution 4: Contact Technical Support

If you have confirmed that the correct user policy is being applied but you are unable to identify any obvious errors in the policy itself, contact support. Be prepared to supply helpful diagnostic files, such as: