DOCUMENT:Q181410 29-MAR-1999 [exchange] TITLE :XADM: Store Stops Responding with High CPU Usage for a Thread PRODUCT :Microsoft Exchange PROD/VER:5.0,5.5 OPER/SYS: KEYWORDS: ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Exchange Server, versions 5.0, 5.5 ------------------------------------------------------------------------------- SYMPTOMS ======== The Microsoft Exchange Server Information Store service may appear to stop responding with 90 to 100 percent CPU time. Any clients may also stop responding (for example, the cursor turns into the hourglass symbol). When this problem occurs, the information store may fail to stop running when a service shutdown is attempted. Viewing the individual threads of Store.exe using performance monitor will shows a single thread of the information store that appears to be running near 100 percent CPU usage continuously. CAUSE ===== The information store attempted to decode a corrupt message from it's compressed RTF form into an Exchange message body form. The current decode logic did not handle compressed RTF corruption of this form and entered into a tight loop. STATUS ====== Microsoft has confirmed this to be a problem in Microsoft Exchange Server versions 5.0. A supported fix is now available, but has not been fully regression-tested and should be applied only to systems experiencing this specific problem. Unless you are severely impacted by this specific problem, Microsoft recommends that you wait for the next Service Pack that contains this fix. Contact Microsoft Technical Support for more information. This fix has been posted to the following Internet location: ftp://ftp.microsoft.com/bussys/exchange/exchange-public/fixes/Eng/Exchg5.0/Post-SP2-STORE/ Microsoft has confirmed this to be a problem in Microsoft Exchange Server version 5.5. This problem has been corrected in the latest U.S. Service Pack for Microsoft Exchange Server version 5.5. For information on obtaining the Service Pack, query on the following word in the Microsoft Knowledge Base (without the spaces): S E R V P A C K MORE INFORMATION ================ To view this in the Windows NT Performance Monitor (Perfmon.exe), follow these steps: 1. Start Perfmon.exe. 2. From the Edit menu, click Add To Chart. 3. In the Object dropdown list box, select Thread. 4. In the Counter list box, select %Processor Time. 5. In the Instance list box, select all values that contain "store." You can now use Perfmon.exe to view the thread running at high CPU usage. Additional query words: CPU THREAD SPINNING UNRESPONSIVE SHUTDOWN PROBLEM ====================================================================== Keywords : Technology : kbExchangeSearch kbExchange500 kbExchange550 kbZNotKeyword2 Version : 5.0,5.5 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 1999.