XADM: Store.exe Does Not Respond Upon Start After You Apply Service Pack 1 with a Previous Installation of an Earlier Version of Symantec Norton AntiVirus for Microsoft Exchange (308601)

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Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.
Note An antivirus program is designed to help protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled.

For additional information about computer viruses, click the following article number to view the article in the Microsoft Knowledge Base:

129972Computer viruses: description, prevention, and recovery

SYMPTOMS

When you apply Service Pack 1 (SP1) to an Exchange 2000 Server computer that also runs a version of Symantec Norton AntiVirus for Microsoft Exchange earlier than version 3.05.10.109, the Information Store service (Store.exe) may unexpectedly stop responding when you restart the Exchange 2000 Server computer. In addition, an Event ID 4097 message is logged in the application log in Event Viewer. The following event ID message may also be logged in the application log:

Event ID: 9580
Event Type: Warning
Event Source: MSExchangeIS
Description: Virus scanning is enabled but diagnostic logging for 'Virus Scanning' category is turned off. To see diagnostic events related to virus scanning, increase logging level for 'Virus Scanning' category using Exchange System Manager.

The following event ID messages may be logged in the System log in Event Viewer:

Event ID: 7022
Event Type: Error
Event Source: Service Control Manager
Event Description: The Microsoft Exchange Information Store service hung on starting.

Event ID: 10002
Event Type: Error
Event Source: DCOM
Event Description: Access denied attempting to launch a DCOM Server. The server is: {9DA0E106-86CE-11D1-8699-00C04FB98036} The user is SYSTEM/NT AUTHORITY, SID=S-1-5-18.

-and-

Event ID: 36871
Event Type: Error
Event Source: Schannel
Event Description: A fatal error occurred while creating an SSL server credential.

CAUSE

This behavior can occur:

If you apply an Exchange 2000 Server service pack as the antivirus software is actively scanning.
-or-
If you are using version 3.05.10.109 or earlier of Symantec Norton AntiVirus for Microsoft Exchange on an Exchange 2000 Server computer that has been upgraded to Exchange 2000 SP1 or later.

RESOLUTION

Microsoft recommends that you contact the antivirus vendor to get the latest version of Norton AntiVirus for Exchange Server.

For information about how to contact Symantec, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

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

MORE INFORMATION

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.