You have a server that is running Microsoft Exchange Server 2010.
The name of a mailbox database on the server contains one or more of the following special characters:
You install Microsoft Exchange Server 2010 Service Pack 2 (SP2).
The System Attendant homeMDB attribute for a user points to the mailbox database that has special characters in the name.
The user tries to access the Exchange Server 2010 SP2 mailbox.
In this scenario, the MSExchangeServicesAppPool application pool crashes on the Exchange Server 2010 Client Access server (CAS). Therefore, Exchange Web Services (EWS) applications cannot connect to the servers that are running Exchange Server 2010.
Additionally, the following error message is logged in the Application log in Event Viewer on an Exchange Server 2010 Client Access server:
Log Name: Application Source: MSExchange Common Date: <Date> Event ID: 4999 Task Category: General Level: Error Keywords: Classic Description: Watson report about to be sent for process id: <Process ID>, with parameters: E12, <Build Type>, <Version Number>, WS, M.Exchange.Diagnostics, M.E.D.RequestDetailsLoggerBase.SetBugdetSnapshotResourceInfo, System.IndexOutOfRangeException, <XXXX>, <Version Number>. ErrorReportingEnabled: False
Log Name: Application Source: ASP.NET 2.0.50727.0 Event ID: 1309 Task Category: Web Event Level: Warning Description: Event code: 3005 Event message: An unhandled exception has occurred. Event time: <Date and Time> Event time (UTC): <Date and Time> Event ID: <ID> Event sequence: <XX> Event occurrence: <XX> Event detail code: <XX>
Process information: Process ID: <Process ID> Process name: w3wp.exe Account name: NT AUTHORITY\SYSTEM
Exception information: Exception type: IndexOutOfRangeException Exception message: Index was outside the bounds of the array.
Request information: Request URL: https://<ClientAccessServerFQDN>:443/EWS/Exchange.asmx Request path: /EWS/Exchange.asmx User host address: <IP> User: <User> Is authenticated: True Authentication Type: NTLM Thread account name: NT AUTHORITY\SYSTEM
Thread information: Thread ID: <XX> Thread account name: NT AUTHORITY\SYSTEM Is impersonating: False
Stack trace: at Microsoft.Exchange.Diagnostics.RequestDetailsLoggerBase.SetBugdetSnapshotResourceInfo(String budgetResourcesString) at Microsoft.Exchange.Diagnostics.RequestDetailsLoggerBase.FetchThrottlingData() at Microsoft.Exchange.Diagnostics.RequestDetailsLoggerBase.Commit() at Microsoft.Exchange.Services.Global.Application_EndRequest(Object sender, EventArgs e) at System.Web.HttpApplication.SyncEventExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute() at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)
This issue occurs because the special characters in the database name cause an IndexOutOfRangeException exception. This exception crashes the MSExchangeServicesAppPool application pool.
Cumulative update information
To resolve this issue, install the following update rollup:
2645995 Description of Update Rollup 1 for Exchange Server 2010 Service Pack 2
An Interim Update (IU) is available from Microsoft. However, this IU is intended to correct only the problem that described in this article. Apply this IU only to systems that are experiencing the problem described in this article. This IU 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 IU.
To obtain this IU, contact Microsoft Customer Service and Support.
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 IU. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website: