What to Do When an Exchange Store Won't Mount

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When one of your Microsoft ® Exchange Server 2003 or Exchange 2000 Server stores won’t mount, users cannot access data and mailflow is interrupted. This article will help you investigate a situation where you have an unmounted store that you need to get up and running. For more information about Exchange stores, see the Working with the Exchange Server 2003 Store guide (http://go.microsoft.com/fwlink/?linkid=33049).

By answering the questions posed here, you can begin to isolate the problem so that you can investigate further, using Microsoft Knowledge Base articles, newsgroups, and third-party sources, or with the help of Microsoft Product Support Services.

As with any troubleshooting situation, begin by eliminating as many variables as possible and check the event log for any clues about the failure. Then, use the rest of this article to investigate some of the more common causes of stores that won't mount. If you only have one store on your server, work through both of the following sections. If you have multiple stores and some mount and some don't, you can skip to the section "The Problem is Affecting a Limited Number of Stores."

None of the Stores on the Server Will Mount

If the problem is affecting all stores on a server, the good news is that most likely your stores are in good shape. You just need to find the common issue that is plaguing them all. Here are some of the more obvious issues to investigate.

Information Store

Is the Microsoft Exchange Information Store (MSExchangeIS) service running?

Can you successfully start the Information Store service if it is stopped?

If you cannot start the Information Store service, is the Microsoft Exchange System Attendant (MSExchangeSA) service started?

System Attendant

Is the Microsoft Exchange System Attendant service started?

Can you successfully start the System Attendant service if it is stopped?

If you successfully start the System Attendant service, make sure to start the Information Store service as well.

If you cannot start the System Attendant service, see Microsoft Knowledge Base article 245024, "XADM: How to Troubleshoot Exchange 2000 System Attendant Startup Failures" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=245024).

Anti-Virus Software

Anti-virus software comes in two flavors as far as Exchange is concerned: generic and Exchange-aware. If you are using generic anti-virus software (that is, software that is not Exchange-aware), make sure that you are not scanning your Exchange data directories. If your anti-virus software is Exchange-aware, see these Knowledge Base articles for more help: 285667, "XADM: Understanding Virus Scanning API 2.0 in Exchange 2000 Server SP1" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=285667); 328841, "Exchange and antivirus software" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=328841); and 823166, "Overview of Exchange Server 2003 and antivirus software" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=823166).

If the previous information didn't lead you to a solution and the System Attendant and Information Store services are both running, but none of your stores mount, try disabling your anti-virus software and then restart your Exchange server.

If disabling your anti-virus software does not solve the problem, you can try uninstalling your anti-virus software.

If your stores mount after disabling or uninstalling your anti-virus software, check with your anti-virus vendor and search the Microsoft Knowledge Base for any known issues with coexistence between your anti-virus software and Exchange.

Mount a Blank Database (Enterprise Edition Only)

If you are trying to isolate the problem and are not sure if the problem is with a particular database, you can try to mount a blank database. If you can successfully mount a blank database, you know that your existing database has a problem. When mounting a blank database, do not move your current database files, simply create a new database. If you have used all 20 of your allowed databases, you can create a database in a recovery storage group to do the test. If you are using a recovery storage group to test mounting a blank database, either restart the IIS Admin Service (IISADMIN) or wait 15 minutes before attempting to mount the new database so that the Active Directory® directory service caches are refreshed.

The Problem is Affecting a Limited Number of Stores

If the problem is affecting only one mailbox store or only the stores in a particular storage group, here are some things you can check.

Problems with the Database

Are you running Exchange Server Standard Edition? If so, has the server reached the 16-GB store limit? If you are running Exchange Standard Edition, your mailbox stores will dismount when you reach the 16-GB size limit. See Knowledge Base article 828070, "Exchange Server Mailbox Store Does Not Mount When the Mailbox Store Database Reaches the 16-GB Limit" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=828070).

Is there a -1018 or -1022 error in the application log indicating a problem with your physical storage? See Knowledge Base article 314917, "Understanding and analyzing -1018, -1019, and -1022 Exchange database errors" (http://support.microsoft.com/?id=314917).

Was a backup of the database restored? If yes, make sure it was restored properly. For more information about restoring a database, see the Exchange Server 2003 Disaster Recovery Operations Guide (http://go.microsoft.com/fwlink/?LinkId=30250).

Were any utilities, such as Exchange Server Database Utilities (Eseutil.exe), run against the database? If so, what was done? Search the Knowledge Base for articles about the tasks you performed prior to the problem.

Verify that the database was shut down in a clean (consistent) state. Use ESEUTIL /MH. If the database is shutdown in a dirty (inconsistent) state, you cannot mount it and you must replay at least one transaction log file to bring it to a clean state. For more information about transaction log replay, see "Transaction Log File Replay: Soft Recovery and Hard Recovery" in Using Exchange Server 2003 Recovery Storage Groups (http://go.microsoft.com/fwlink/?LinkId=36148).

Verify the integrity of the database. Use ESEUTIL /G, which will check the low-level integrity of the database.

Error IDs

Error IDs can be confusing. The initial error you may see often has a generic message. If the error you receive does not tell you exactly what is wrong, the next step is to check the application event log. Once you find the errors in the event log, be sure to look in the error text itself for the actual error number. It is better to search Microsoft.com for information about the error number in the text, than to search for the event ID.

Remember that Exchange has several layers of complexity and relies heavily on several components of Windows. Therefore, when an error occurs it may generate multiple errors and error codes. Use Error.exe or ERR.exe to determine error values from decimal and hexadecimal error codes.

If you receive the following errors, here are some things to investigate.

C1041724

Error c1041724 is "An internal processing error has occurred. Try restarting the Exchange System Manager or the Microsoft Exchange Information Store service, or both." For general information about this error, see Knowledge Base article 294318, "C1041724 Error Occurs When You Try to Mount a Database" (http://support.microsoft.com/?id=294318).

Check permissions on the folder that the TMP variable points to. Exchange needs full control permissions for the root of the drive with the transaction log files and database files and all subfolders between the root of the drive and these files. See Knowledge Base article 307242, "Information store does not mount with 0xfffff745 and -2235 errors" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=307242).
Check the application log for MSExchangeIS Event ID 9519. See Knowledge Base article 312873, "Mailbox Store or a Public Store May Not Mount with Error -344" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=312873).
Check the application log for MSExchangeIS Event ID 1088. See Knowledge Base article 280652, "XADM: "Event ID 1088" Is Logged and Store Fails to Mount" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=280652).
Check to ensure that the store you are trying to mount has the Allow inheritable permissions to propagate to this object check box selected. See Knowledge Base article 827283, "You receive a c1041724 or c1041722 error message when you try to mount an Exchange 2000 Server mailbox store" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=827283).
If you receive this error when trying to mount a store that has just been restored from backup, make sure hard recovery has completed. See Knowledge Base article 253931, "Mounting a Database After Restore Fails with Error Message c1041724" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=253931).
Check to see if a second SystemMailbox object exists for the store you are trying to mount. See Knowledge Base article 274534, "XADM: Event ID 9175, 9546, 9519 Messages Occur When Mailbox Store Fails to Mount" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=274534).
Check to make sure another copy of the same database is not running. See Knowledge Base article 280753, "XADM: Event ID 9175, 9546, 9519 Messages Occur When Mailbox Store Fails to Mount" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=280753).
Check the log file drive to ensure that it has adequate space. You may see MSExchangeIS Event 9519 and 9559 in the application log. It is important that you do not simply delete transaction log files to make more space. These files are part of your Exchange database. For information on moving log files, see Knowledge Base article 821915, "How to Move Exchange Databases and Logs in Exchange Server 2003" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=821915).
Check to make sure your E00.log file has the correct signature. See Knowledge Base article 294367, "You Cannot Mount the Database, and Receive Events 9518 and 455" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=294367).
Check to see if the MDBDATA folder that contains the files for the store you are trying to mount has the proper permissions set on it. See Knowledge Base article 823022, " 'ID No: c1041724' Error Message and Event ID 491 When You Try to Mount the Mailbox or the Public Store" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=823022).

C1041722

Error c1041722 is "The Microsoft Exchange Information Store service could not find the specified object."

Try restarting IISADMIN and Windows Management Instrumentation (WMI) to clear the directory cache. If you have created the database recently, wait a few minutes for Active Directory replication.
Check to see if the Everyone group has been assigned explicit Deny permissions on the root of the Public Folder hierarchy in Exchange System Manager. See Knowledge Base article 823017, "Event ID 9519 When You Try to Mount a Public Folder Store" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=823017).
Check to ensure that the store you are trying to mount has the Allow inheritable permissions to propagate to this object check box selected. See Knowledge Base article 827283, "You receive a c1041724 or c1041722 error message when you try to mount an Exchange 2000 Server mailbox store" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=827283).
Check to see if the Exchange Domain Servers group has Full Control permissions on the Server objects in Active Directory. See Knowledge Base article 313865, "XADM: Public Folder Store Cannot Mount with Error c1041722" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=313865).
Check to see if the Exchange Enterprise Servers group has the Manage Auditing and Security Logs permission set. See Knowledge Base articles 281537, "XADM: Description of the Policytest.exe Utility" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=281537) and 290189, "XADM: C1041722 Error Message Occurs When You Attempt to Mount Databases" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=290189).

C1041737

Error c1041737 is " The name of one of the database files in this store is invalid."

This error may occur if there are problems with your storage media. The application log may show MSExchangeIS Event IDs 9518 and 9519. An ESE Event ID 470 may also be logged. See Knowledge Base article 300608, "XADM: A "C1041737" Error and an Event ID 470 Message May Be Displayed When You Attempt to Mount Databases" (http://go.microsoft.com/fwlink/?linkid=3052&kbid=300608).
Check to see if the Everyone group has Full Control permissions on the drive. Not having this permission may sometimes cause this error.

Resources

Microsoft Exchange Server TechCenter (http://go.microsoft.com/fwlink/?linkid=34165)

Exchange Newsgroups (http://go.microsoft.com/fwlink/?LinkId=14926)

Exchange Team Blog Site (http://go.microsoft.com/fwlink/?LinkId=35786)

Microsoft Help and Support (http://go.microsoft.com/fwlink/?LinkId=14898)

Knowledge Base article 810411, "XADM: Extensible Storage Engine Event IDs 474 and 477 Are Logged When You Try to Back Up the Information Store Database" (http://support.microsoft.com/?id=810411)

Knowledge Base article 317014, "XADM: Exchange 2000 Server Eseutil Command Line Switches" (http://support.microsoft.com/?id=317014)

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