The Folders pane does not appear or the Information Store service quits unexpectedly when you use OWA to access your mailbox on your Exchange Server 2003 computer (831130)

SYMPTOMS

When you use the Microsoft Outlook Web Access (OWA) client to access your mailbox, you may experience one of the following symptoms:

If you have installed the hotfix that is described in the Microsoft Knowledge Base article 828847 on your Microsoft Exchange Server 2003 computer, OWA does not display the mailbox folders correctly. When you start the OWA client, the left Folders pane does not appear.
If you have not installed the hotfix that is described in the Microsoft Knowledge Base article 828847, the Microsoft Exchange Information Store service quits unexpectedly when you use OWA to view your mailbox.

CAUSE

These problems may occur if all the following conditions are true:

Your mailbox is stored on an Exchange 2003 computer.
The PR_CONTAINER_CLASS property is present for your Inbox.
The PR_CONTAINER_CLASS property for your Inbox has a value of NULL String.

Typically, the PR_CONTAINER_CLASS property is not present for an Exchange 2003 Inbox. If the PR_CONTAINER_CLASS property does not exist, Exchange sets the content type to IPF.Note. (The IPF.Note content type represents mail items.) If the PR_CONTAINER_CLASS property is present for your Inbox and is set to a value of NULL String, the symptoms that are described in the "Symptoms" section may occur.

RESOLUTION

Software update information

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, Microsoft recommends that you wait for the next Exchange 2003 service pack that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the hotfix. 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;[LN];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 usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

Prerequisites

No prerequisites are required.

Restart requirement

you must restart Exchange and the Microsoft Internet Information Services (IIS) services to apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

    Date         Time   Version            Size    File name
   --------------------------------------------------------------
   12-Dec-2003  18:24  6.5.6980.55     1,068,032  Davex.dll        
   12-Dec-2003  18:30  6.5.6980.55     3,618,816  Excdo.dll        
   12-Dec-2003  18:24  6.5.6980.55     2,538,496  Exoledb.dll

MORE INFORMATION

For additional information about the hotfix that is described in the Microsoft Knowledge Base article 828847, click the following article number to view the article in the Microsoft Knowledge Base:

828847 No names are returned during an Ambiguous Name Resolution

For additional information about Microsoft software updates, click the following article numbers to view the articles in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

817903 New naming schema for Exchange Server software update packages