Knowledge Base

The IMAP4 service stops responding when you try to restart it and stops responding to client requests

Article ID: 817050

Article Last Modified on 2/20/2007

APPLIES TO

Microsoft Exchange 2000 Server Standard Edition

SYMPTOMS

On a heavily loaded Exchange 2000 Server public folder server, the Microsoft Exchange Internet Message Access Protocol 4 (IMAP4) service may stop responding to client requests. You may experience one or more of the following symptoms:

Microsoft Outlook Express or other IMAP4 clients receive error messages similar to the following when they try to list public folders:

Your Server has not responded within 60 seconds.
The Information Store process (Store.exe) uses an excessive amount of memory.
Events similar to the following appear in the Application log of the Event Viewer:

Event Category: Performance
Event ID: 9582
Type: Error
Description: The virtual memory necessary to run your Exchange server is fragmented in such a way that normal operation may begin to fail. It is highly recommended that you restart all Exchange services to correct this issue.

For more information, click http://search.support.microsoft.com/search/?adv=1.
When you try to stop the Exchange IMAP4 service, or restart the server, the IMAP4 service stops responding (hangs).

CAUSE

This problem may occur if the IMAP4 service assigns a value of 0xFFFF for the crowTotal field in the EcQueryRows function. This allocates memory in 9 megabyte (MB) portions as IMAP4 responds to client requests. Because of this, on a heavily loaded server, memory may become fragmented or exhausted.

RESOLUTION

To resolve this problem, the value for the crowTotal field has been changed from 0xFFFF to 0x800.

Cumulative Rollup Information

To resolve this problem, obtain the September 2003 Exchange 2000 Server Post-Service Pack 3 (SP3) Rollup. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

824282 September 2003 Exchange 2000 Server Post-Service Pack 3 Rollup

Hotfix Information

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Exchange 2000 Server service pack that contains this hotfix.

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, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual 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 has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

Date         Time   Version            Size    File name
------------------------------------------------------------
25-Mar-2003  02:43  6.0.6445.0         90,112  Eximap4.dll
25-Mar-2003  02:43  6.0.6445.0         32,768  Expop3.dll
25-Mar-2003  02:44  6.0.6445.0         32,768  Exproto.dll
24-Mar-2003  19:57  6.0.6445.0         40,960  Febecfg.dll 
25-Mar-2003  02:43  6.0.6445.0         32,768  Iisif.dll 
25-Mar-2003  02:44  6.0.6445.0        135,168  Iisproto.dll
25-Mar-2003  02:45  6.0.6445.0         61,440  Imap4be.dll
24-Mar-2003  20:41  6.0.6445.0        319,488  Imap4evt.dll
24-Mar-2003  20:06  6.0.6445.0        131,072  Imap4fe.dll
25-Mar-2003  02:43  6.0.6445.0        126,976  Imap4svc.dll
25-Mar-2003  02:43  6.0.6445.0         36,864  Pop3be.dll
24-Mar-2003  20:41  6.0.6445.0        303,104  Pop3evt.dll
24-Mar-2003  20:09  6.0.6445.0         24,576  Pop3fe.dll
25-Mar-2003  02:41  6.0.6445.0         73,728  Pop3svc.dll
24-Mar-2003  20:41  6.0.6445.0        163,840  Protomsg.dll

Note Because of file dependencies, this update requires Exchange 2000 Server Service Pack 3 (SP3).

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

301378 How to Obtain the Latest Exchange 2000 Server Service Pack

STATUS

Microsoft has confirmed that this is a bug in the Microsoft products that are listed at the beginning of this article.

Additional query words: kbExchange2000preSP4septbarFix XADM

Keywords: kbhotfixserver kbqfe kbprb kberrmsg kbqfe kbfix kbexchange2000presp4fix kbbug KB817050

Microsoft KB Archive/817050

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