The Information Store service crashes on an Exchange Server 2003 server when you import some personal folders (.pst) files by using the ExMerge.exe tool

When you import some personal folders (.pst) files by using the ExMerge.exe tool on a Microsoft Exchange Server 2003 server, the Information Store service crashes. The following error is logged in the Application log when the problem occurs:

Event Type: Error
Event Source: MSExchangeIS
Event Category: General
Event ID: 9659
Description: The Microsoft Exchange Information Store encountered an unexpected exception 0xC0000005 at address <address> while processing a request for user <user name>.

At the same time, you can see the following error messages in the Exmerge.log file:

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

This hotfix requires Microsoft Exchange Server 2003 Service Pack 2 to be installed on the server because of file dependencies.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Restart requirement

You do not have to restart the computer after you apply this hotfix. However, the following services are restarted automatically when you apply this hotfix:

• The Microsoft Exchange System Attendant service
• The Microsoft Search service
• The Internet Information Services (IIS) Admin Service
• All dependent services

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later file attributes) 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 item in Control Panel.

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

For more information about the ExMerge.exe tool, visit the following Microsoft Web site: