Microsoft KB Archive/317482

Knowledge Base

XADM: Information Store Does Not Start After You Install Exchange 2000 Server Service Pack 1

Article ID: 317482

Article Last Modified on 2/27/2007

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APPLIES TO

• Microsoft Exchange 2000 Server Standard Edition

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This article was previously published under Q317482

IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry

SYMPTOMS

When you restart your Microsoft Exchange 2000 Server-based computer after you apply Microsoft Exchange 2000 Server Service Pack 1, the Information Store service may not start.

If you try to start the Information Store service, you may receive the following error message:

Store.exe has generated errors and will be closed by Windows. You will need to restart the program. An error log is being created.

Could not start the Microsoft Exchange Information Store.
Error 1067.
The process terminated unexpectedly.

You may notice the following Event in the System Log of the Event Viewer:

Date:     <date>         Event ID: 7031
Time:     <time>         Source:   Service Control Manager  
User:     N/A            Type:     Error
Computer: <computername> Category: None

Description:

The Microsoft Exchange Information Store service terminated unexpectedly.
It has done this n time(s). 
The following corrective action will be taken in 1 milliseconds: No Action.
                    

CAUSE

This behavior may occur if you have an antivirus program running on the server on which you install the Exchange 2000 Server service pack.

RESOLUTION

To resolve this issue, remove the antivirus program, and then reinstall the Exchange 2000 Server service pack. To do this, follow these steps. WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Administrative Tools, and then double-click Services.
3. In the Name list, double-click Microsoft Exchange System Attendant.
4. In the Startup type list, click Disabled, and then click OK.
5. Quit the Services snap-in.
6. Remove the antivirus program. To do this, follow these steps:
   1. Click Start, point to Settings, click Control Panel, and then double-click Add/Remove Programs.
   2. In the Currently installed programs list, click the antivirus program, and then click Change/Remove.
   3. Click Yes to confirm the removal of the program. Follow any additional instructions to completely remove the antivirus program.
7. Click Start, and then click Run.
8. In the Open box, type regedit, and then click OK.
9. Browse to the following registry subkey:

   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeIS\VirusScan

10. On the Registry menu, click Export Registry File.
11. In the File name box, type virusscan, and then click Save.
    
    NOTE: Later, if you want to restore this registry key, you can do so by double-clicking the Virusscan.reg file that you saved.
12. On the Edit menu, click Delete.
13. Click Yes to confirm the deletion.
14. Quit Registry Editor.
15. Restart the computer.
16. Reset the System Attendant startup mode to Automatic. To do this, follow these steps:
    1. Click Start, point to Settings, and then click Control Panel.
    2. Double-click Administrative Tools, and then double-click Services.
    3. In the Name list, double-click Microsoft Exchange System Attendant.
    4. In the Startup type list, click Automatic, and then click OK.
    5. Right-click Microsoft Exchange System Attendant, and then click Start.
    6. Quit the Services snap-in.
17. Reinstall the latest Microsoft Exchange Server 2000 service pack. To obtain Exchange Server 2000 Service Pack 2, visit the following Microsoft Web site:

    http://www.microsoft.com/exchange/downloads/2000/sp2/english.asp

18. Restart the computer.
19. Reinstall the antivirus program.
    
    WARNING: Before you install the antivirus program, contact the antivirus program manufacturer to determine if any updates to the program are required to be compatible with the installation of the Exchange 2000 Server service pack.For information about how to contact computer software manufacturers, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

    65416 Hardware and Software Third-Party Vendor Contact List, A-K
    
    60781 Hardware and Software Third-Party Vendor Contact List, L-P
    
    60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

MORE INFORMATION

For additional information, click the article numbers below to view the articles in the Microsoft Knowledge Base:

301452 XGEN: List of Bugs Fixed in Exchange 2000 Server Service Pack 1

311456 XGEN: List of Bugs Fixed by Exchange 2000 Server Service Packs

301378 XGEN: How to Obtain the Latest Exchange 2000 Server Service Pack

Keywords: kbprb KB317482

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