A Windows Server 2003-based terminal server stops responding after many users log on to it and log off from it

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Article ID: 979522 - View products that this article applies to.
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SYMPTOMS

You have a terminal server that is running Windows Server 2003. Many users log on to or log off from the terminal server frequently. After the terminal server runs for some time, the whole terminal server stops responding. Therefore, you cannot create a terminal server session to the terminal server any longer. Additionally, the following event may be logged on the System log:

Event Type: Error
Event Source: Srv
Event Category: None
Event ID: 2020
Description: The server was unable to allocate from the system paged pool because the pool was empty.

If you analyze the memory dump file that is captured when the issue occurs, you find that the system paged pool resource is exhausted. Also, you find that most of the paged pool is used by the memory pool that has the "DrDr" tag.

CAUSE

This issue occurs because of a timing issue in the Microsoft Remote Desktop Protocol (RDP) Device redirector (Rdpdr.sys). When the timing issue occurs, an I/O request packet (IRP) is incorrectly abandoned by the Rdpdr.sys driver. This behavior causes some allocated memory of the paged pool not to be released. After a while, the paged pool resource is exhausted. Therefore, you experience the scenario that is mentioned in the "Symptoms" section.

RESOLUTION

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

To apply this hotfix, you must be running Windows Server 2003 Service Pack 2 (SP2) on your computer.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global (United States) version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows Server 2003 file information notes
  • In addition to the files that are listed in these tables, this hotfix also installs an associated security catalog file (KBnumber.cat) that is signed with a Microsoft digital signature.
For all supported x86-based versions of Windows Server 2003
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Rdpdr.sys5.2.3790.4683201,21622-Mar-201015:21x86
For all supported x64-based versions of Windows Server 2003
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Rdpdr.sys5.2.3790.4683333,31223-Mar-201004:32x64
For all supported IA-64-based versions of Windows Server 2003
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Rdpdr.sys5.2.3790.4683641,53623-Mar-201004:32IA-64

STATUS

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

MORE INFORMATION

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates

Properties

Article ID: 979522 - Last Review: October 7, 2011 - Revision: 2.0
APPLIES TO
  • Microsoft Windows Server 2003, Datacenter Edition (32-bit x86)
  • Microsoft Windows Server 2003, Enterprise Edition (32-bit x86)
  • Microsoft Windows Server 2003, Standard Edition (32-bit x86)
  • Microsoft Windows Server 2003, Enterprise x64 Edition
  • Microsoft Windows Server 2003, Enterprise Edition for Itanium-based Systems
  • Microsoft Windows Server 2003, Standard x64 Edition
Keywords: 
kbautohotfix kbexpertiseadvanced kbfix kbsurveynew kbqfe KB979522

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