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Q248081: XWEB: Suddenly and Permanently Unable to Reach Inbox Using OWA

Article: Q248081
Product(s): Microsoft Exchange
Version(s): winnt:5.5,5.5 SP1,5.5 SP2,5.5 SP3
Operating System(s): 
Keyword(s): exc55 exc55sp1 exc55sp2 exc55sp3
Last Modified: 11-JUN-2002

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The information in this article applies to:

- Microsoft Exchange Server, versions 5.5, 5.5 SP1, 5.5 SP2, 5.5 SP3 
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IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

  Q256986 Description of the Microsoft Windows Registry

SYMPTOMS
========

Some users may be unable to log on to their mailboxes by using Microsoft Outlook
Web Access (OWA) if they use their SMTP addresses, and the following error
message may be displayed:

  OWA was unable to get to your inbox.

This problem occurs suddenly, and it is permanent. In some cases, the users can
log on to their mailboxes by using their aliases or their first and last names.

This problem does not occur if the users log on by using a MAPI client, such as
Microsoft Outlook.

CAUSE
=====

This problem occurs when the maximum size limit for user profiles is reached,
which is 0x2000 (in hexadecimal) by default.

RESOLUTION
==========

To resolve this problem, an administrator can increase the profile limit by
changing the setting in the registry on the Internet Information Service (IIS)
server.

WARNING: If you use Registry Editor incorrectly, you may cause serious problems
that may require you to reinstall your operating system. Microsoft cannot
guarantee that you can solve problems that result from using Registry Editor
incorrectly. Use Registry Editor at your own risk.

1. Start Registry Editor (Regedt32.exe).

2. Locate the ProfileMemMaxSize value under the following key in the registry:

  HKEY_LOCAL_MACHINE\Software\Microsoft\Window
  MessagingSubSystem\Application\Inetinfo

  NOTE: The above registry key is one path; it has been wrapped for readability.

3. On the Edit menu, click DWORD, type "0x4000 " (without the quotation marks),
  and then click OK.

4. Quit Registry Editor.

5. Stop and restart the IIS.

After an administrator performs these steps, the users are able to access their
mailboxes by using their SMTP addresses again.

WORKAROUND
==========

To work around this problem, use one of the following methods:

- An administrator can re-create the entry in the directory by moving the
  mailbox to another server or by using the Exmerge utility, and then deleting
  or re-creating the mailbox on the same server (many sites have only one
  server).

- Users can use their aliases or their first and last names to log on to their
  mailboxes when they use OWA.

MORE INFORMATION
================

With a modified version of the Logon.inc file, the following error message is
logged:

  Error Number: -2147024882
  Error Description: There is not enough memory available to perform the
  operation.
  [Microsoft Exchange Server Information Store - [E_OUTOFMEMORY(8007000E)]]

For additional information, click the article numbers below to view the articles
in the Microsoft Knowledge Base:

  Q189654 XWEB: Failed To Get Inbox Error May Occur If Name Is Ambiguous

  Q175122 XWEB: Error Msg: Failed to Get Inbox in Outlook Web Access

  Q173470 XCLN: Troubleshooting Failed to get Inbox Error Message


Additional query words:

======================================================================
Keywords          : exc55 exc55sp1 exc55sp2 exc55sp3 
Technology        : kbExchangeSearch kbExchange550 kbZNotKeyword2 kbExchange550SP1 kbExchange550SP2 kbExchange550SP3
Version           : winnt:5.5,5.5 SP1,5.5 SP2,5.5 SP3
Issue type        : kbprb

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