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MOSS SP1 x64 - IIS "Attempt to read or write protected memory"

  Asked By: Arturo    Date: Sep 01    Category: MOSS    Views: 1397

I installed a new MOSS SP1 server over last weekend and moved all of
the content from our SPS 2003 manually. (None of the upgrade paths
would work on the old server, so a clean install was the only possible

Anyway, this AM I noticed some odd issues: No sites listed in the Site
Map, the server would timeout when I attempted to add navigation links,

I drove to work and checked out the event logs, which are LOADED with
6398,7076, and 6482 events.

There appears to be a hotfix for the x64 version of IIS. However, MS is
making it a REAL PITA to get the hot fix. Basically, they've removed
their web form for requesting a hot fix, and ANY attempt to search their
site to find out who / how to call yields no results.

The KB article is here:


If anyone can direct me as to how the hell I get this hotfix (number to
call, new page to submit the request, etc.), I'd be SUPER grateful!

The errors from the logs are attached below, the server name has been
changed to protect the innocent.



5 Answers Found

Answer #1    Answered By: Vinay Thakur     Answered On: Sep 01

If it's not available you'll have to get it from your TAM (Technical
Account Manager, Only large companies have them) or from Support
Services. I'm guessing you'll need to get it from the latter.

1) Click the support link the KB

2) Click View Product Solution Centers

3) Click SharePoint Server 2007

4) Click Contact a Support Professional by Email, Online, or Phone.

The next screen gives you your phone numbers and such.

Answer #2    Answered By: Shameka Rich     Answered On: Sep 01

So basically I have to pay for a support call... Yep, it's hard to feel the
SharePoint love at times...

I suppose what gets me is that MS has a product the causes production failure of
a server, but they make it impossible to get the hotfix.

Answer #3    Answered By: Royce Orr     Answered On: Sep 01

They'll likely not charge you for the hotfix. Try the email support if
you're worried.

And this has nothing at all to do with SharePoint. This same catch has
caught me on Windows Server itself and Exchange. Their hands are tied.
They want to get the patch out as quickly as possible for folks that are
having this error, as it's a bad one. But they also want to test their
patches well. The compromise? Make sure only the people that really
need it can get it. That keeps down the potential damage caused by it.

Answer #4    Answered By: Laura Walker     Answered On: Sep 01

Yeah, I completely understand the logic for the hotfix deployment.

What I'm not happy about is that I've either got to go through our TAM, or call
them up. The real issue is that they've completely removed the ability to
submit email requests via the web form, and that you need to provide them a
credit card to use one of the support options - including email.

It's sorta one thing to need to request a hotfix, and another thing entirely to
have to jump through hoops to get a resolution that's taking 500 people off

Yeah, this is an IIS / .NET issue, but it completely hoses MOSS in the process.

...and it's only now that MOSS is starting to see any sort of decent support.

Answer #5    Answered By: Nina Banks     Answered On: Sep 01

This was sort of an odd call to microsoft. They've removed the webpage for
hotfixes, and they are now giving a new link to the page:


You can then submit an online request for a hoxfix.

The direct dial number of the technical router department is 1-800-936-5800. So
this is really the person that asks you what the problem is and then asks for
your credit card. You need to say immediately that it's a call for a hotfix.

No one there could give me an answer when I asked why they've removed the
ability to search for this page, and why they've begun making it so difficult.

They did say that the hotfix had not be regression tested (which I suspected
would be the case).

Oh, and internally, they can't tell if this is an IIS, Windows 2003 x64, or MOSS
issue. They were very confused even though the KB article refers to IIS.