DOCUMENT:Q295969 08-MAY-2002 [exchange] TITLE :XADM: The Information Store Service Is Caught in Deadlock PRODUCT :Microsoft Exchange PROD/VER::5.5 SP4 OPER/SYS: KEYWORDS:kbExchange550preSP5fix ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Exchange Server, version 5.5 SP4 ------------------------------------------------------------------------------- SYMPTOMS ======== After you upgrade to Exchange Server 5.5 Service Pack 4 (SP4), the Internet Mail Service queues may back up, and the information store cannot be shut down properly. CAUSE ===== This problem occurs because of a thread deadlock. This problem is very similar to the issue that is described in the following Microsoft Knowledge Base article: Q279798 XADM: Information Store Service Hangs After You Apply Service Pack 4 However, this problem was detected later, so version 5.5.2654.29 of Store.exe (which was released in response to the isssue that is described in Q279798) does not contain the fix for the deadlock that is described in this article. 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 | 5.5.2654.94 | +-------------------------+ NOTE: Because of file dependencies, this fix requires Microsoft Exchange Server version 5.5 Service Pack 4. STATUS ====== Microsoft has confirmed this to be a problem in Microsoft Exchange Server version 5.5 Service Pack 4. MORE INFORMATION ================ This problem can affect any Exchange Server 5.5 computer that uses IMAIL conversion for Network News Transport Protocol (NNTP), Post Office Protocol 3 (POP3), and Internet Message Access Protocol 4 (IMAP4) functionality, or any connector that is based on the Exchange Development Kit (EDK), which uses IMAIL. You may first notice this problem on Internet Mail gateway servers. The Internet Mail Service seems 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, either the Internet Mail Service or Information Store service stops responding (hangs) and will not restart until you restart the server. Additional query words: ====================================================================== Keywords : kbExchange550preSP5fix Technology : kbExchangeSearch kbZNotKeyword2 kbExchange550SP4 Version : :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. Copyright Microsoft Corporation 2002.