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Imap4 keeps crashing and restarting on Exchange 2007 SP1

Posted on 2009-04-10
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Last Modified: 2013-11-29
two days ago in the middle of the night while no changes were being made the Imap4 service began crashing with the following error:

Faulting application Microsoft.Exchange.Imap4.exe, version 8.1.240.5, time stamp 0x47427b4b, faulting module KERNEL32.dll, version 6.0.6001.18000, time stamp 0x4791ada5, exception code 0xe053534f, fault offset 0x000000000002649d, process id 0x%9, application start time 0x%10.

and is followed by a Worker process exiting message. It does restart on its own but it is happening very often, sometimes multiple times a minute.

I have tried to revert back to the backup config but that didn't help. I found some other posts on how turning logging off and on sometimes worked but it hasn't for me.

This is running on windows 2008 server with two exchange 2007 servers (one is the CAS and the other is the mailbox server).

Any help would be greatly appreciated. Thanks in advance for any advise.

thanks,
Brad
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Question by:w3isysadmin
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by:bdesmond
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Hi Brad-

What we need to do is collect a dump when the service crashes. So, let's do a couple things:

Download the Debugging Tools for Windows - http://www.microsoft.com/whdc/DevTools/Debugging/default.mspx
Install them to c:\debuggers
Open a command prompt, switch to c:\debuggers
Run "cscript adplus.vbs -crash -pn Microsoft.Exchage.Imap4.exe"

If you could zip and post the folder created under c:\debuggers when adplus exits that'd be great. You may need to change the extension on the .dmp files to .txt or something like that.

Thanks,
Brian Desmond
Active Directory MVP
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by:w3isysadmin
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Brian,

Really sorry about the delayed response. It's been very hectic around here. I have run the command requested.

Please find attached. The file was too large after zipping. So I used 7zip to zip it up (.7z).

thanks,
Brad
Crash-Mode--Date-04-24-2009--Tim.txt
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by:bdesmond
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This didn't capture the crash - can you try this again? You didn't happen to hit Ctrl C by accident or anything in the window did you?

Thanks,
Brian Desmond
Active Directory MVP
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by:w3isysadmin
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Brian thanks for taking a look at it.

I know I didn't hit CTRL C or close the window. Not sure why it wouldn't have captured anything. I have run the script again and hope it gives the information you're after.

Thanks again,
Brad
Crash-Mode--Date-04-24-2009--Tim.txt
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by:bdesmond
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So I assume the service is continuing to crash with the same symptoms?

Can you try this with the IMAP4 service process - cscript adplus.vbs -crash -pn Microsoft.Exchage.Imap4Service.exe

Thanks & Sorry for the confusion.

Brian
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by:w3isysadmin
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We found after more research that this is being caused by our MITEL phone system that uses IMAP for its unified messaging features. The problem started after some of our user accounts on the MITEL platform were unlocked. We found that some of our users have upwards of 20,000 emails in their Inboxes which is what the MITEL phone system searches. If we disable the users with high item counts in their inboxes the problem stops. While its not really a work around, we have been working with our users to get there inbox item counts down. To me this sounds more like a bug or capability threshold in the IMAP4 service that was uncovered.

Thanks,
Brad
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by:bdesmond
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Hi Brad-

If you can get some data (e.g. the dump) I can pass it on.

Thanks,
Brian
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w3isysadmin earned 0 total points
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This is no longer an issue as we had our users clean up there mailboxes decreasing the amount of items in their inbox to a resonable number thus stopping the issue.

thanks,
Brad
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