Information Store service crashes when you mount public folder databases on an Exchange Server 2010 server

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Article ID: 2750846 - View products that this article applies to.
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Symptoms

The Microsoft Exchange Information Store service crashes in a Microsoft Exchange Server 2010 server when you try to mount public folder databases. Additionally, the following event is logged in the System log:

Name:      System
Source:        Service Control Manager
Date:          Date
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Computer
Description:
The Microsoft Exchange Information Store service terminated unexpectedly.  It has done this XX time(s).  The following corrective action will be taken in XX milliseconds: Restart the service.


Additionally, the following events are logged in the Application log:

Log Name:      Application
Source:        Application Error
Date:          Date
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Computer
Description:
Faulting application name: store.exe, version: Version, time stamp: XXXX
Faulting module name: store.exe, version: Version, time stamp: XXXX
Exception code: 0xc0000005
Fault offset: Offset
Faulting process id: Process ID
Faulting application start time: Time
Faulting application path: C:\Program Files\Microsoft\Exchange Server\V14\bin\store.exe
Faulting module path: C:\Program Files\Microsoft\Exchange Server\V14\bin\store.exe
Report Id: ID

Log Name:      Application
Source:        MSExchange Common
Date:          Date
Event ID:      4999
Task Category: General
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Computer
Description:
Watson report about to be sent for process id: Process ID, with parameters: E12N, Build Type, Version Number, store.exe, store.exe, XXXX, c0000005, XXXX, Version Number.
ErrorReportingEnabled: True


Cause

This issue occurs because the Information Store service tries to update a change to a property in the cache when you mount public folder databases. However, the Information Store service encounters an access violation during the mounting process. Therefore, a crash is forced to prevent any further data corruption.

Resolution

To resolve this issue, install the following update rollup:
2803727 Description of Update Rollup 1 for Exchange Server 2010 Service Pack 3

Status

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

Properties

Article ID: 2750846 - Last Review: May 30, 2013 - Revision: 2.0
Applies to
  • Microsoft Exchange Server 2010 Service Pack 3, when used with:
    • Microsoft Exchange Server 2010 Enterprise
    • Microsoft Exchange Server 2010 Standard
Keywords: 
kbqfe kbfix kbexpertiseinter kbsurveynew KB2750846

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