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XADM: Information Store Access Violation Occurs with Virus Scanning API Anitvirus Software Installed

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Symptoms

If you install antivirus software that is based on the virus scanning application programming interface (API) on an Exchange Server 5.5 computer, the Information Store service may stop unexpectedly because of an access violation.

The User.dmp file or, if proper symbols are installed, the Drwatson.log file may contain a call stack that is similar to the following: 
FramePtr ReturnAd Param#1  Param#2  Param#3  Param#4  Function Name
21b9f954 004f7018 000011f4 21b9fa10 00000000 21b9faa4 store!DwOpenRetryDelay [omap]  (FPO: [0,0,1])
21b9f998 004444f9 00000001 00000001 00000000 21b9fa04 store!EcGetOwningMDBs [omap]  (FPO: [EBP 0x000011f4] [9,12,4])
21b9f9c8 00444629 00000032 00000000 00000001 21b9fa04 store!EcQueryRowsOp [omap]  (FPO: [9,1,1])
21b9fa18 0040f25e 00000002 000028e1 24070834 21b9fd18 store!EcQueryRows [omap]  (FPO: [EBP 0x1f94e948] [2,6,4])
1f94e948 1f94e948 72660001 0000431d 00000000 00000000 store!EcRpc [omap]

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Cause

The information store process calls the virus-scanning interface to enable the antivirus software to scan the messages. This problem can occur if the virus scanning interface becomes NULL for a short time (for example, during the automatic update of the antivirus software). If the virus-scanning interface calls the virus-scanning interface during that time, an access violation occurs.

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Resolution

A supported fix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Apply it only to computers that are experiencing this specific problem. This fix may receive additional testing. Therefore, if you are not severely affected by this problem, Microsoft recommends that you wait for the next Microsoft Exchange Server 5.5 service pack that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the fix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:
http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS
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 typical support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

The English version of this fix should have the following file attributes or later:

Component: Information store

File nameVersion
Store.exe5.5.2655.37

NOTE: Because of file dependencies, this fix requires Microsoft Exchange Server version 5.5 Service Pack 4.

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Status

Microsoft has confirmed that this is a problem in Microsoft Exchange Server version 5.5.

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Properties

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Article Info
Article ID : 299258
Revision : 8
Created on : 1/1/0001
Published on : 1/1/0001
Exists online : False
Views : 385