The Microsoft Exchange Information Store service stops responding after you enable an antivirus program that uses the Microsoft Virus Scanning Application Programming Interface (VSAPI) for Microsoft Exchange in Exchange Server 2003

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Article ID: 914394 - View products that this article applies to.
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SYMPTOMS

The Microsoft Exchange Information Store service stops responding (hangs) 24 to 36 hours after you enable an antivirus program that uses the Microsoft Virus Scanning Application Programming Interface (VSAPI) in Microsoft Exchange Server 2003. Sybari Antigen for Microsoft Exchange is an example of such a program.

Additionally, the Microsoft Exchange Information Store service may stop responding (hang) when you perform a backup of Exchange Server 2003.

Additionally, an event that resembles the following event may be logged in the Application log:

Event Type: Error
Event Source: Application Error
Event Category: (100)
Event ID: 1000
Description: Faulting application store.exe, version 6.5.xxxx.xx, faulting module exsmtp.dll, version 6.5.7638.1, fault address 0x000096f6.

Note In this event, the store version varies depending on other fixes that are installed on the server. However, the version of the Exsmtp.dll file will usually be 6.5.7638.1 for Microsoft Exchange Server 2003 Service Pack 2 (SP2).

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 this specific problem. 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

You must install Exchange Server 2003 SP2 before you apply the hotfix.

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

Restart requirement

You do not have to restart the computer after you apply this hotfix. However, the Microsoft Exchange Information Store service and all dependent services will be restarted.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global 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.
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File nameFile versionFile sizeDateTimePlatform
Exsmtp.dll6.5.7651.15402,94405-Apr-200605:25x86

WORKAROUND

To work around this problem, disable the antivirus program that uses the Microsoft VSAPI interface.

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, 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: 914394 - Last Review: October 9, 2011 - Revision: 6.0
APPLIES TO
  • Microsoft Exchange Server 2003 Enterprise Edition
  • Microsoft Exchange Server 2003 Standard Edition
Keywords: 
kbautohotfix kbHotfixServer kbqfe kbfix kbbug KB914394

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