Some terminal sessions stop responding and users cannot complete the logon process when a Windows Server 2008 terminal server is under heavy stress

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SYMPTOMS

When users connect in terminal sessions to a Windows Server 2008 terminal server that is under heavy stress because many users are logging on and logging off, the following problems occur:

The logon process stops responding after users input user names and passwords. The users never see the desktop.
If you query the problematic terminal session information by using the query session /ID:<session ID> command or the Terminal Services Manager utility, you see that the problematic terminal sessions only includes the following processes:
- Csrss.exe
- Winlogon.exe
- Userinit.exe
The Desktop Window Manager Session Manager service stops on the problematic terminal server.

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CAUSE

The problem occurs because of an issue in the Desktop Window Manager Session Manager service.

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A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem is that described in this article. Apply this hotfix only to systems that are experiencing the problem is 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 (http://support.microsoft.com/contactus/?ws=support)

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Prerequisites

You must have Windows Server 2008 or Windows Vista Service Pack 1 (SP1) installed to apply this hotfix.

Restart requirement

You have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

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