DOCUMENT:Q299258 08-MAY-2002 [exchange] TITLE :XADM: Information Store Access Violation with Virus Scanning API PRODUCT :Microsoft Exchange PROD/VER::5.5 SP3,5.5 SP4 OPER/SYS: KEYWORDS:kbExchange550preSP5fix ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Exchange Server, versions 5.5 SP3, 5.5 SP4 ------------------------------------------------------------------------------- SYMPTOMS ======== If you install antivirus software that is based on the virus scanning application programming interface (API) on an Exchange Server 5.5 computer, the Information Store service may stop unexpectedly because of an access violation. The User.dmp file or, if proper symbols are installed, the Drwatson.log file may contain a call stack that is similar to the following: FramePtr ReturnAd Param#1 Param#2 Param#3 Param#4 Function Name 21b9f954 004f7018 000011f4 21b9fa10 00000000 21b9faa4 store!DwOpenRetryDelay [omap] (FPO: [0,0,1]) 21b9f998 004444f9 00000001 00000001 00000000 21b9fa04 store!EcGetOwningMDBs [omap] (FPO: [EBP 0x000011f4] [9,12,4]) 21b9f9c8 00444629 00000032 00000000 00000001 21b9fa04 store!EcQueryRowsOp [omap] (FPO: [9,1,1]) 21b9fa18 0040f25e 00000002 000028e1 24070834 21b9fd18 store!EcQueryRows [omap] (FPO: [EBP 0x1f94e948] [2,6,4]) 1f94e948 1f94e948 72660001 0000431d 00000000 00000000 store!EcRpc [omap] CAUSE ===== The information store process calls the virus-scanning interface to enable the antivirus software to scan the messages. This problem can occur if the virus scanning interface becomes NULL for a short time (for example, during the automatic update of the antivirus software). If the virus-scanning interface calls the virus-scanning interface during that time, an access violation occurs. 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 | 5.5.2655.37 | +-------------------------+ 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. Additional query words: VAPI ====================================================================== Keywords : kbExchange550preSP5fix Technology : kbExchangeSearch kbZNotKeyword2 kbExchange550SP3 kbExchange550SP4 Version : :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. Copyright Microsoft Corporation 2002.