When users access their Free/Busy information, the Outlook Web Access service stops on the computer that is running Exchange 2007

Problem description

Consider the following scenario:

You use a client computer or a server to migrate mailboxes from a Microsoft Exchange Server 2003 environment to an Exchange Server 2007 Service Pack 1 (SP1) environment.
You import the .pst data that is created by the Exchange Server Mailbox Merge Wizard (ExMerge) into the Exchange 2007 mailboxes onto a computer that has the following programs installed:
- Microsoft Office Outlook 2007
- Windows Powershell

In this scenario, after you migrate the mailboxes, the Free/Busy information for some users seems to be corrupted. When a user accesses their Free/Busy information, the Outlook Web Access service stops on the computer that is running Exchange 2007.The events logged in the Application log on the server that is running Exchange 2007 are provided in the "More Information" section.

Resolution

How to obtain the hotfix

This issue is fixed in the Outlook 2007 post-Service Pack 1 hotfix package that is dated September 24, 2008. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

957909 Description of the Outlook 2007 post-Service Pack 1 hotfix package: September 24, 2008Important You do not have to apply this hotfix if you do not run Outlook 2007 in the scenario that is described in the "Problem description" section.

How to enable the hotfix

To have us enable the hotfix for you, go to the “Fix it for me” section. If you would rather enable the hotfix yourself, go to the “Let me fix it myself” section.

Fix it for me

To enable the hotfix automatically, click the Fix this problem link. Then click Run in the File Download dialog box, and follow the steps in this wizard.

Note this wizard may be in English only; however, the automatic fix also works for other language versions of Windows.Note If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD, and then you can run it on the computer that has the problem. Now go to the "Did this fix the problem?" section.

Let me fix it myself

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore 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

Exit Outlook 2007.
Start Registry Editor.
- In Windows Vista, click Start , type regedit in the Start Search box, and then press ENTER. If you are prompted for an administrator password or for confirmation, type the password, or provide confirmation.
- In Windows XP, click Start, click Run, type regedit in the Open box, and then clickOK.
Locate and then click to select the following registry subkey:

HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Preferences
After you select the key that is specified in step 3, point to New on the Edit menu, and then click DWORD Value.
Type CopyFolderEx, and then press ENTER.
Right-click CopyFolderEx, and then click Modify.
In the Value data box, type 1, and then click OK.Note After you set the CopyFolderEx DWORD value to 1, the properties in the exclusion list are not overwritten when a mailbox is imported.
On the File menu, click Exit to exit Registry Editor.
Restart the computer.

Now go to the "Did this fix the problem?" section.

Did this fix the problem?

Check whether the problem is fixed. If the problem is fixed, you are finished with this article. If the problem is not fixed, you can contact support.

More information

The following events are logged in the Application log on the server that is running Exchange 2007:

Event Type: ErrorEvent Source: MSExchange CommonEvent Category: GeneralEvent ID: 4999Date: dateTime: timeUser: N/AComputer: computer_nameDescription: Watson report about to be sent to dw20.exe for process id: 5500, with parameters: E12IIS, c-RTL-AMD64, 08.01.0240.006, OWA, M.E.D.Storage, M.E.D.S.Folder.InternalBind[T], System.ArgumentException, 6e81, 08.01.0240.005. ErrorReportingEnabled: FalseEvent Type: WarningEvent Source: W3SVCEvent Category: NoneEvent ID: 1011Date: dateTime: timeUser: N/AComputer: computer_nameDescription: A process serving application pool 'MSExchangeOWAAppPool' suffered a fatal communication error with the World Wide Web Publishing Service. The process id was '5500'. The data field contains the error number. Data: ?: 6d 00 07 80 m..€Event Type: ErrorEvent Source: W3SVCEvent Category: NoneEvent ID: 1002Date: dateTime: timeUser: N/AComputer: computer_nameDescription: Application pool 'MSExchangeOWAAppPool' is being automatically disabled due to a series of failures in the process(es) serving that application pool.

Note The events are logged in the Application log because Internet Information Services (IIS) automatically starts a new instance of the W3wp.exe process to host the Exchange 2007 Outlook Web Access service.

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.