KnowledgeBase Archive

An Archive of Early Microsoft KnowledgeBase Articles

View on GitHub

Q279798: XADM: Information Store Service Hangs After You Apply SP4

Article: Q279798
Product(s): Microsoft Exchange
Version(s): 5.5,5.5 SP3,5.5 SP4
Operating System(s): 
Keyword(s): exc55 exc55sp1 exc55sp2 exc55sp3 kbExchange550preSP5fix
Last Modified: 08-MAY-2002

-------------------------------------------------------------------------------
The information in this article applies to:

- Microsoft Exchange Server, versions 5.5, 5.5 SP3, 5.5 SP4 
-------------------------------------------------------------------------------


SYMPTOMS
========

After you upgrade to Microsoft Exchange Server 5.5 Service Pack 4 (SP4), the
Internet Mail Service queues may back up, and the information store may not shut
down properly.

CAUSE
=====

This behavior may be caused by a thread deadlock. Two threads are contending for
each other's critical section, and this causes the Internet mail (IMAIL)
conversion process to halt, which causes the Internet Mail Service to stop
processing e-mail messages, and the mail to queue up. This may also prevent the
information store from shutting down properly.


RESOLUTION
==========

A supported fix is now available from Microsoft, but it is only intended to
correct the problem described in this article and should be applied only to
systems experiencing this specific problem. This fix may receive additional
testing at a later time, to further ensure product quality. Therefore, if you
are not severely affected by this problem, Microsoft recommends that you wait
for the next Microsoft Exchange Server 5.5 service pack that contains this fix.

To resolve this problem immediately, contact Microsoft Product Support Services
to obtain the fix. For a complete list of Microsoft Product Support Services
phone numbers and information about support costs, please go to the following
address on the World Wide Web:

  http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS

NOTE: In special cases, charges that are normally incurred for support calls may
be canceled, if a Microsoft Support Professional determines that a specific
update will resolve your problem. Normal support costs will apply to additional
support questions and issues that do not qualify for the specific update in
question.

The English version of this fix should have the following file attributes or
later:

Component: Information Store

+-------------------------+
| File name | Version     | 
+-------------------------+
| Store.exe | 5.5.2654.29 | 
+-------------------------+



STATUS
======

Microsoft has confirmed this to be a problem in the Microsoft products that are
listed at the beginning of this article.

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

This behavior can effect any Exchange 5.5 Server which uses IMAIL conversion for
Network News Transport Protocol, Post Office Protocol 3 and Internet Message
Access Protocol 4 functionality or any Exchange Development Kit (EDK)-based
connector which utilizes IMAIL.

The behavior may first be noticed on Internet Mail Gateway servers. The Internet
Mail Service will appear to stop processing Simple Mail Transfer Protocol (SMTP)
mail. Normal troubleshooting procedures suggest that you restart the Internet
Mail Service or Information Store service. When you attempt to stop the service,
the Internet Mail Service or Information Store service will stop responding
(hang) and not restart until the server is restarted.


Additional query words:

======================================================================
Keywords          : exc55 exc55sp1 exc55sp2 exc55sp3 kbExchange550preSP5fix 
Technology        : kbExchangeSearch kbExchange550 kbZNotKeyword2 kbExchange550SP3 kbExchange550SP4
Version           : :5.5,5.5 SP3,5.5 SP4
Issue type        : kbbug
Solution Type     : kbfix

=============================================================================

THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY.