KB169223 - XADM: Bad Message Causes Dr. Watson in Store.exe

Article ID: 169223

Article Last Modified on 10/28/2006

Microsoft Exchange Server 5.0 Standard Edition
Microsoft Exchange Server 5.5 Standard Edition

This article was previously published under Q169223

SYMPTOMS

When a bad message is trying to be delivered from the Imcdata\In queue to the information store, the following Dr. Watson error message occurs:

Application error has occurred and an application log is being generated. Store.exe exception: 0xc0000005, address:0x0064897c

The event log shows the following:

   Event ID: 4097
   Source: DrWatson
   Type: Information
   Category: None
   Description: The application, store.dbg, generated an application error.
   The error occurred on <date>@<timestamp>. The exception generated
   was c0000005 at address <memory address> (<nosymbols>)

   Event ID: 4117
   Source: MSExchangeIMC
   Type: Error
   Category: Internal Processing
   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 <servername> failed to be
   delivered. The message has been moved to the IMCDATA\IN\ARCHIVE
   directory.

   Event ID: 4116
   Source: MSExchangeIMC
   Type: Error
   Category: Internal Processing
   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: 4023
   Source: MSExchangeIMC
   Type: Error
   Category: Initialization/Termination
   Description: Unable to start the Internet Mail Service because the work
   threads could not be initialized.

   Event ID: 4037
   Source: MSExchangeIMC
   Type: Error
   Category: Internal processing
   Description: An exception has occurred which was handled internally by
   the Internet Mail Service.  This may have resulted in a message not
   being delivered. Code: 0xc0000005 Flags: 0x00000000 Address: <memory location>

CAUSE

This occurs when a bad message is trying to be delivered from the Imcdata\In queue to the information store.

WORKAROUND

To work around this problem, move the messages from the Imcdata\In queue. Delete the Queue.dat file from the Imcdata folder, and then restart the information store and the Internet Mail Service.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article. This problem was corrected in Microsoft Exchange Server 5.5 Service Pack 3.

MORE INFORMATION

The individual message that is causing the problem can be located by performing the following steps:

Stop the Internet Mail Service.
Place the individual files that were removed from the Imcdata\In folder one at a time, or in small groups.
Delete the Queue.dat file from the Imcdata folder.
Restart the Internet Mail Service.

The information store will stop responding again if you have located the bad file.

Additionally, this method can be used to deliver the good messages that were removed from the Imcdata folder.

Most of the time, the message is in the Mtsin folder of the information store and not in the Imcdata folder. If you cannot clear the MTS-IN queue and the MTS-OUT queue cannot by using the GWClient utility, the Information Store Viewer (Mdbvu32) utility, or the Mfcmapi utility, update the Store.exe file to the latest version. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

330045 XADM: Information store may stop responding under low memory conditions

The Microsoft Information Store service converts Internet mail to MDBEF format. This conversion is typically the problem.

Keywords: kbbug kbpending KB169223