XADM: Information Store Randomly Stops with Dr.Watson and c0000005 Error (196394)

SYMPTOMS

The Microsoft Exchange Server information store generates a 'Dr. Watson' pop-up error message and the application log will show an 'Access Violation' error (c0000005) generated by the information store that correlates to the Dr. Watson message. After restarting the information store or rebooting the server, everything will appear to run normally. This event may occur at random, and may take days or weeks to happen again (or may not happen again).

CAUSE

One possible cause is a known issue in the Intel Pentium Pro 200 series of CPU errata #59. This series of CPU can generate a Machine Check Exception in the Instruction Fetch Unit because of its behavior when handling Exchange Store.exe instructions. The only way to confirm the error messages were caused by this issue is by debugging the User.dmp file generated during a Dr.Watson event. Please contact your Microsoft Exchange Support Representative for further instructions or troubleshooting steps.

WORKAROUND

To work around this problem, contact your hardware vendor and request an updated BIOS. Most manufacturers have a BIOS update that circumvents this problem.

MORE INFORMATION

For information about how to contact your hardware vendor, query in the Knowledge Base for the following article:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z