DOCUMENT:Q192186 05-MAR-2002 [exchange] TITLE :XADM: Troubleshooting Dr. Watson in Store.exe Because of IMC PRODUCT :Microsoft Exchange PROD/VER::4.0,5.0,5.5 OPER/SYS: KEYWORDS: ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Exchange Server, versions 4.0, 5.0, 5.5 ------------------------------------------------------------------------------- SUMMARY ======= This article lists steps used to troubleshoot Dr. Watson errors in Store.exe, caused by the Microsoft Exchange Server Internet Mail Service. The problem is caused by a "bad" message coming into the MSExchangeIMS. The Exchange Server information store will return a Dr. Watson error while trying to convert the content of the "bad" message. The following events will usually be found in the application event log: Event ID: 4116 Source: MSExchangeIMC Description: An error was returned from the messaging software the Internet Mail Service uses to process messages on the Microsoft Exchange Server. It is possible that the piece of mail being processed at the time will not be delivered. The message that was being processed has been moved to the "BAD" folder. Use the appropriate utilities found in the SUPPORT directory of your Exchange CD to view and manipulate these messages. Event ID: 4117 Source: MSExchangeIMC Description: An error was returned from the messaging software the Internet Mail Service uses to process messages on the Microsoft Exchange Server. As a result, the message in spool file XXXXXXXX failed to be delivered. The message has been moved to the Imcdata\In\Archive directory. MORE INFORMATION ================ The following steps should be used to resolve the issue. If there is not a current fix for the problem, the steps included will help you gather the necessary data for a prompt resolution: 1. Make sure the proper symbols are loaded on the Exchange Server computer. For information about the steps needed to load Exchange Server symbols for Dr. Watson, please see the following article in the Microsoft Knowledge Base: Q150564 XADM: How to load Exchange Symbols for DR. Watson 2. Set Diagnostics Logging of MSExchangeIMC\Message Archival to Maximum. This can be set from the Diagnostics Logging tab on the server's Properties page. 3. Gather information leading up to the reproduction of the error. For example, starting the MSExchangeIMC service may result in the Dr. Watson error with Store.exe. NOTE: This may take time if a particular type of message causes the crash. 4. After reproducing the Dr. Watson in Store.exe, open the Drwtsn32.log file using Notepad. Find the function name where the fault occurred. The easiest way to do this is by scrolling to the bottom of the Drwtsn32.log file and searching "up" for the word 'Fault.' This will place you in the dump of the last Dr. Watson error encountered. Make a note of the function name, and search the Knowledge Base for related Dr. Watson erroring in that function. 5. Depending on the cause of the problem, the following events may or may not appear in the application event log: Event ID: 4116 Source: MSExchangeIMC Description: An error was returned from the messaging software the Internet Mail Service uses to process messages on the Microsoft Exchange Server. It is possible that the piece of mail being processed at the time will not be delivered. The message that was being processed has been moved to the "BAD" folder. Use the appropriate utilities found in the SUPPORT directory of your Exchange CD to view and manipulate these messages. Event ID: 4117 Source: MSExchangeIMC Description: An error was returned from the messaging software the Internet Mail Service uses to process messages on the Microsoft Exchange Server. As a result, the message in spool file XXXXXXXX failed to be delivered. The message has been moved to the Imcdata\In\Archive directory. If these events appear, search the \Exchsrvr\Imcdata\In\Archive folder for the spool file mentioned above (for example, XXXXXXXX). This is, most likely, the "bad" message that caused the information store to crash. 6. If a resolution still has not been reached, a case should be opened with the Exchange Server support group. The following information will need to be gathered. This information should be zipped up and sent to Microsoft using FTP, or any other form of file transfer: - User.dmp - Drwtsn32.log - Application event log - from \Exchsrvr\Imcdata\In\Archive folder Additional query words: DrWatson Dr-Watson debug store.dbg ====================================================================== Keywords : Technology : kbExchangeSearch kbExchange500 kbExchange550 kbExchange400 kbZNotKeyword2 Version : :4.0,5.0,5.5 Issue type : kbinfo ============================================================================= 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.