Mailbox sizes or folder sizes are incorrect in Exchange System Manager, Move Mailbox operations are unsuccessful, and "unread receipt" messages are not delivered in Exchange 2000 Server or in Exchange Server 2003

Article translations Article translations
Article ID: 891789 - View products that this article applies to.
Important This article contains information about how to modify the registry. Make sure to back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
256986 Description of the Microsoft Windows registry
Expand all | Collapse all

On This Page

SYMPTOMS

You may experience one of more of the following symptoms in your Microsoft Exchange 2000 Server or Microsoft Exchange Server 2003 organization:
  • Mailbox sizes are not reported correctly in Exchange System Manager. For example, the mailbox size that appears in Exchange System Manager differs greatly from the size that appears in Microsoft Outlook. Additionally, when you remove mailbox items, Exchange 2000 does not reclaim the space that those items used. Therefore, when you remove items from the mailbox, the mailbox may not decrease in size as reported in Exchange System Manager.
  • When you try to move mailboxes, the operation is unsuccessful. Additionally, the following event is logged in the application event log:

    Event Type: Error
    Event Source: MSExchangeIS Mailbox Store
    Event Category: General
    Event ID: 1205
    Date: Date
    Time: Time
    User: N/A
    Computer: SERVER_NAME
    Description: Failed to create the mailbox of /o=company/ou=orgunit/cn=Recipients/cn=username with error 0x4e3.

  • Exchange 2000 may not generate "unread receipt" messages for items that are deleted before they are read.

CAUSE

This problem occurs if the Microsoft Exchange Information Store service background cleanup process does not run. The background cleanup process reclaims space that was used by deleted folders, by messages, or by message attachments. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
159306 IS maintenance tasks not on IS schedule
The Microsoft Exchange Information Store service background cleanup process does not run if the following default registry entries do not exist or are not populated correctly for one or more Exchange 2000 databases:
  • Background Cleanup
  • Track Duplicates
When you create and then mount an Exchange 2000 or Exchange 2003 database, a database-specific registry key is automatically created. The database-specific registry key is populated with the registry entries that are mentioned earlier and their default values. By default, the Background Cleanup registry entry has a value of 60,000, and the Track Duplicates registry entry has a value of 1. However, a problem might occur if you create an Exchange 2000 database, but you do not mount it. In this case, the database-specific registry key might be created by a third-party program. When you mount this database, Exchange detects that the database-specific registry key already exists. In this scenario, Exchange does not create the Background Cleanup registry entry or the Track Duplicates registry entry. Therefore, the Microsoft Exchange Information Store service background cleanup process does not run.

Some third-party antivirus programs create database-specific registry keys before the Exchange Server database is mounted. For example, this problem occurs in the following scenario:
  1. You create a new Exchange 2000 database, but you do not mount this database.
  2. You start the real-time scanning service in a particular third-party antivirus program.

    Note The real-time scanning service may start in one or more of the following scenarios:
    • The computer is restarted.
    • The antivirus program is installed for the first time.
    • The real-time scanning service in the antivirus program is manually restarted.
  3. The antivirus program parses the Microsoft Windows registry under the following registry subkey for each Exchange 2000 database:
    HKEY_LOCAL_MACHINE_\SYSTEM\CurrentControlSet\Services\MSExchangeIS\<ServerName>
  4. If the database-specific registry key does not exist, the antivirus program creates it.

    Note Some antivirus programs automatically create these registry keys to create database-specific registry entries that are related to the antivirus program.
  5. The Exchange 2000 database is mounted for the first time.
  6. Exchange 2000 detects that the database-specific registry key exists. Therefore, it does not create the Background Cleanup registry entry or the Track Duplicates registry entry.

RESOLUTION

Exchange Server 2003

Service pack information

To resolve this problem, obtain the latest service pack for Exchange Server 2003. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
836993 How to obtain the latest service packs for Exchange Server 2003

Exchange 2000 Server

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 this specific problem.

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, submit a request to 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

Because of file dependencies, this software update requires both the following packages to be installed:
  • Microsoft Exchange 2000 Server Service Pack 3 (SP3)

    For more information, click the following article number to view the article in the Microsoft Knowledge Base:
    301378 How to obtain the latest Exchange 2000 Server service pack
  • The August 2004 Exchange 2000 Server Post-Service Pack 3 update rollup

    For more information, click the following article number to view the article in the Microsoft Knowledge Base:
    870540 Availability of the August 2004 Exchange 2000 Server post-Service Pack 3 update rollup

Restart requirement

You do not have to restart your computer after you apply this hotfix. However, the Microsoft Exchange Information Store service is automatically stopped and then restarted when you apply this hotfix.

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 tool in Control Panel.
   Date         Time   Version            Size    File name
   ---------------------------------------------------------
   25-Mar-2005  13:19  6.0.6617.58     2,342,912  Mdbmsg.dll
   25-Mar-2005  14:12  6.0.6617.58     4,706,304  Store.exe

Hotfix installation information

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

Important When you follow these steps to resolve this problem, the background cleanup process runs to clean up all the items in your Exchange 2000 databases that would have been cleaned up every 60 seconds. Therefore, you may experience an increased load on your Exchange 2000 computer until the background cleanup process has finished. We recommend that you follow these steps during a time when your Exchange 2000 users will be minimally affected. Additionally, you may experience delayed unread receipts that are generated as the background cleanup catches up. You may experience these delayed unread receipts if all the following conditions are true:
  • A message for which a read receipt was requested was received by a user on an affected database.
  • The message was deleted without being read.
  • The message was not cleaned up correctly because of this issue.
Note These "unread receipt" messages are the same messages that would have been sent if you had not experienced this problem. These messages are delayed because of this problem. If you do not want Exchange 2000 to deliver these "unread receipt" messages, contact Microsoft Product Support Services (PSS). For more information about how to contact PSS Assisted Support, visit the following Microsoft Web site:
http://support.microsoft.com/common/international.aspx?rdpath=dm;en-us;select&target=assistance
After you install this hotfix, follow these steps for each Exchange 2000 database on each Exchange 2000 computer that is missing the Background Cleanup registry entry or the Track Duplicates registry entry:
  1. Click Start, click Run, type regedit, and then click OK.
  2. Locate, and then click the following registry subkey:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeIS\<ServerName>\Private-<MailboxStoreGUID>
  3. Create the following registry entry:
    Registry entry name: Background Cleanup
    Value type: REG_ DWORD
    Value data: 60000 (decimal) or 0xEA60 (hexadecimal)
  4. Create the following registry entry:
    Registry entry name: Track Duplicates
    Value type: REG_ DWORD
    Value data: 1
  5. Quit Registry Editor.
  6. Perform one of the following tasks:
    • Dismount and then remount each one of the affected information store databases.
    • Restart the Microsoft Exchange Information Store service.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
This problem was first corrected in Microsoft Exchange Server 2003 Service Pack 2.

MORE INFORMATION

For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates
817903 New naming schema for Exchange Server software update packages

Properties

Article ID: 891789 - Last Review: October 26, 2006 - Revision: 4.2
APPLIES TO
  • Microsoft Exchange 2000 Server Standard Edition
Keywords: 
kbautohotfix kbqfe kbhotfixserver kbexchange2003presp2fix kbexchange2000presp4fix kbfix kbbug KB891789

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com