Internet Information Services stops responding on a Microsoft Dynamics CRM 3.0 server

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Article ID: 921065 - View products that this article applies to.
Important This article contains information about how to modify the registry. Make sure that you 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:
322756 How to back up and restore the registry in Windows
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SYMPTOMS

On a Microsoft Dynamics CRM 3.0 server or on a Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers server, Microsoft Internet Information Services (IIS) is unexpectedly reset. Next, IIS stops responding. When IIS stops responding, you receive an error message that resembles the following error messages.
Error message 1
The IIS Admin Service service terminated unexpectedly. It has done this 5 time(s). The following corrective action will be taken in 0 milliseconds: No action.
Error message 2
Application popup: w3wp.exe - Application Error : The instruction at "0x6a2a2fec" referenced memory at "0x0000000c". The memory could not be "read".
Error message 3
When you open Workflow Manager you get the error: "Workflow manager cannot start. This could be because the workflow service has not been started or is not configured correctly."
Error message 4
If you enable CRM Platform Tracing you get the following error in the Inetinfo-yyyymmddhh.log: Process:inetinfo |Category: Unmanaged.Platform |Level: Error hr = 0x80070005 | CProcessT<class CSecLib>::GetWorkflowConfig File: c:\bt\224\src\platform\include\om\crm\workflow.inl Line: 2122 Process:inetinfo |Category: Unmanaged.Platform |Level: Error <description>Cannot connect to workflow service.</description><file>c:\bt\224\src\platform\include\om\crm\workflow.inl</file><line>2123</line> | InternalCrmSetErrorInfo File: c:\bt\224\src\platform\include\util\icrmerror.h Line: 362 Process:inetinfo |Thread:1164 |Category: Unmanaged.Platform |Level: Error hr = 0x80042647 | CCrmProcess::GetWorkflowConfigInternal File: c:\bt\224\src\platform\objectmodel\workflow\crmprocess.cpp Line: 4129
Additionally, the following event messages are logged in the system event log.
Event message 1

A process serving application pool 'CRMAppPool' suffered a fatal communication error with the World Wide Web Publishing Service. The process id was '7420'. The data field contains the error number.

Event message 2

A worker process with process id of '5864' serving application pool 'CRMAppPool' has requested a recycle because the worker process reached its allowed processing time limit.

Event message 3

A process serving application pool 'CRMAppPool' terminated unexpectedly. The process id was '1240'. The process exit code was '0x80'.

Event message 4

Application popup: Service Control Manager: At least one service or driver failed during system startup. Use Event Viewer to examine the event log for details.

Event message 5

EventID = 26 Source = Application Popup Description = "Application popup: Service Control Manager: At least one service or driver failed during system startup. Use Event Viewer to examine the event log for details. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp."

After IIS stops responding, you have to restart one or both of the following services if these services cannot restart automatically:
  • IIS Admin Service
  • World Wide Web Service

CAUSE

The problem occurs because two threads are active but not synchronized. One thread is for initialization. This thread starts and stops the listener. The other thread implements a loop that queries the database. When these two threads are active but not synchronized, Microsoft Dynamics CRM may return an address in a module that has been unloaded.

RESOLUTION

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 the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

Microsoft Dynamics CRM 3.0

This problem is fixed in Update Rollup 2 for Microsoft Dynamics CRM 3.0. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
927751 Update Rollup 2 for Microsoft Dynamics CRM 3.0 is available

Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers

This problem is fixed in Update Rollup 1 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
935731 Update Rollup 1 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers is available

Microsoft Dynamics CRM 3.0, Japanese or Chinese version

This problem is fixed in the Chinese Simplified version of Microsoft Dynamics CRM 3.0 and in the Japanese version of Microsoft Dynamics CRM 3.0 Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
944372 Update Rollup 2 for the Chinese Simplified version of Microsoft Dynamics CRM 3.0 and for the Japanese version of Microsoft Dynamics CRM 3.0 is available
By default, this fix is disabled. To enable this fix, create a new registry key. To do this, follow these steps:
  1. Exit Microsoft Dynamics CRM 3.0.
  2. On the server that is running Microsoft Dynamics CRM, click Start, click Run, type regedit, and then click OK.
  3. Locate and then click the following registry subkey:
    HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM
  4. On the Edit menu, point to New, and then click DWORD Value.
  5. Type SuspendThreadOnStopListener, and then press ENTER.
  6. Right-click SuspendThreadOnStopListener, and then click Modify.
  7. In the Value box, type 1, and then click OK.
  8. On the File menu, click Exit to exit Registry Editor.
  9. Click Start, click Run, and then type iisreset.
Notes
  • This procedure will momentarily stop all running Web sites and then start the Web sites.
  • After you enable this hotfix, notification threads are suspended instead of shutdown events being set.
This problem is not fixed in Update Rollup 1 for the Japanese version or the Chinese version of Microsoft Dynamics CRM 3.0. If you are using Update Rollup 1 for the Japanese version or the Chinese version of Microsoft Dynamics CRM 3.0, you must install this hotfix.

Japanese version and Chinese version of Microsoft Dynamics CRM 3.0

Hotfix information

If you are using the Japanese version or the Chinese version of Microsoft Dynamics CRM, a supported hotfix is now available from Microsoft. However, it is intended to correct only the problem that is described in this article. Apply it only to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next update rollup that contains this hotfix.

To resolve this problem immediately, contact Microsoft Customer Support Services to obtain the hotfix. For a complete list of Microsoft Customer Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

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 Dynamics CRM client for Outlook
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmcache.dll3.0.5469.1182308,58417-Aug-200702:35
Crmmetadatacache.dll3.0.5469.1182205,67217-Aug-200702:35
Crmsecurity.dll3.0.5469.1182771,94417-Aug-200702:35
Microsoft Dynamics CRM client for Outlook Compatibility Update
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
V3icclientpatch30.mspNot Applicable410,11217-Aug-200703:00
Crmcache.dll3.0.5469.1182308,58417-Aug-200702:35
Crmmetadatacache.dll3.0.5469.1182205,67217-Aug-200702:35
Crmsecurity.dll3.0.5469.1182771,94417-Aug-200702:35
Microsoft Dynamics CRM 3.0 server
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmcache.dll3.0.5469.1182308,58417-Aug-200702:35
Crmmetadatacache.dll3.0.5469.1182205,67217-Aug-200702:35
Crmsecurity.dll3.0.5469.1182771,94417-Aug-200702:35
Crmworkflowservice.exe3.0.5469.11823,928,93617-Aug-200702:35

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
This problem was corrected in Microsoft Dynamics CRM 3.0 Update Rollup 2, in Update Rollup 1 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers, in Update Rollup 2 for the Chinese Simplified version of Microsoft Dynamics CRM 3.0, and in the Japanese version of Microsoft Dynamics CRM 3.0.

MORE INFORMATION

You can use the Log Parser tool to determine the errors that occurred on the Microsoft Dynamics CRM 3.0 server. To obtain the Log Parser tool, visit the following Microsoft Web site:
http://www.microsoft.com/downloads/details.aspx?FamilyID=890cd06b-abf8-4c25-91b2-f8d975cf8c07&displaylang=en
After you install the Log Parser tool, use this tool to query errors. To do this, follow these steps:
  1. Click Start, point to All Programs, point to Log Parser 2.2, and then click Log Parser 2.2.
  2. At the Log Parser 2.2 command prompt, type the following command:
    Logparser "select TimeGenerated,SourceName,EventCategoryName, Message into System.csv from System where EventID IN (7034;1074;26) order by TimeGenerated desc"
  3. Press ENTER.
  4. Open the System.csv file by using one of the following programs:
    • Microsoft Office Excel
    • Microsoft Office Word
    • Notepad
    Note By default, the System.csv file is in the following directory:
    C:\Program Files\Log Parser 2.2
The records in the System.csv file show the errors that occurred on the Microsoft Dynamics CRM 3.0 server.

REFERENCES

For information about performance tuning for CRM 3.0, see the following white paper:
Optimizing the Performance of Microsoft Dynamics CRM 3.0 White Paper
For more information about the terminology that is used to describe Microsoft software updates, 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
887283 Microsoft Business Solutions CRM software hotfix and update package naming standards

Properties

Article ID: 921065 - Last Review: January 20, 2012 - Revision: 8.4
APPLIES TO
  • Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers
Keywords: 
kbautohotfix kbmbsadministration kbhotfixserver kbqfe kbmbsmigrate KB921065

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