Microsoft Support Procedure

July 29th 2003

 

In the past we have settled for “pay-as-you-play” support using the “Microsoft Support” link found on the UW W2K home page.

Tips for Getting through this faster

 

Procedure

 

Tracking An Incident

 

Problems Experienced

 

What Worked

 

Notes

[1] No Cost Support

Most of what we have licensed is licensed under the Microsoft Select program. Free support offered to home users is not available to us.

[2] Solutions not made public.

 

Example: Disaster Recovery ID 1173, LSASS.exe

 
      
 
Microsoft Online Assisted Support  
 
  
 
Incident ID SRZ030722000944  
 
 
Incident Title:   Windows 2000 Server-Dr Watson: The Domain Controller fails to respond. A machine 
Product:   Windows 2000 Server 
Sent:   22/07/2003 7:51:42 PM  
Last Modified:   28/07/2003 5:02:06 PM  
Status:   No Response  
  
< Back  Reply   
  
 
 
 Your response 
 28/07/2003 5:02:06 PM 
 
 
Problem Description: Fix Q824226 is applied. 
 
 
 Response from Microsoft 
 25/07/2003 11:28:48 PM 
 
 
TL Review Log
 
CASE SYNOPSIS:
==============
 
- - Customer appears to be experiencing the bug documented in the following KB. Hotfix has been provided.
 
LSASS May AV While Processing An LDAP Search WGID:583
ID: 824226
 
- - Customer will install hotfix in test environment first, If no problems he will install on his production server on Monday.
 
ACTIONS NEEDED:
================
 
 
NEXT STEPS:
============
 
- - Looks good. Follow up as agreed to confirm resolution.
 
00000101 
 
 
 Response from Microsoft 
 25/07/2003 8:12:48 PM 
 
 
sent user hotfix 824226 - they are going to apply to test machine to ensure it doesn't cause any unusual problems then apply it to the production server on Monday
User also wanted to obtain adperf and adtest utilities 
 
 
 Response from Microsoft 
 25/07/2003 8:10:24 PM 
 
 
David from DS conferenced me in on a call where the cu was getting Event ID 1173. after examining the cu's drwtsn32.log file, noticed that the cu's issue and the event log entry were identical to Q824226. David is sending cu the hotfix.
 
cu will test the hotfix in a secured environment and if it doesn't cause any problems there they will apply the hotfix on Monday. 
 
 
 Response from Microsoft 
 25/07/2003 6:48:19 PM 
 
 
The customer is calling on a continuing issue for: W2K Adv Svr
Customers issue is regarding: DC has failed thrice in the last two days
Transferring customer to 82892
Other notes: na
 
Thanks 
 
 
 Response from Microsoft 
 25/07/2003 6:20:33 PM 
 
 
The customer is calling on a continuing issue for: Win 2K Ser
Customers issue is regarding: LSASS.exe ID: 1173 / Server reboots and gets to a desktop after 3 attempts.
Transferring customer to: Plat-DS x 82892 
 
 
 Response from Microsoft 
 25/07/2003 1:23:03 AM 
 
 
-----Original Message-----
From: Reed Chen 
Sent: Friday, July 25, 2003 9:22 AM
To: 'neil@uwaterloo.ca'
Subject: RE: SRZ030722000944:lsass.exe causes dc no response
 
Hi Neil,
 
Did you perform the actions we mentioned? If yes, please send these files to me. These files are very important and helpful for us to address why lsass.exe AV occurs. If you have any questions or additional information, please feel free to let me know. Thanks!
 
Best Regards,
Reed 
 
 
 Response from Microsoft 
 24/07/2003 2:38:42 PM 
 
 
The customer is calling on a continuing issue for: windows 2000 server
Customers issue is regarding: same
Transferring customer to 83522
Other notes: <> I am sure our phone support team will be able to resolve your issue rapidly.
 
Microsoft also provides additional support services, including the Information Services located at <>. You can read answers to Frequently Asked Questions, post a question to the Newsgroups, or Search Support Online. More information about these services can be found at <>.
 
According to my understanding, the problem is:
 
Lsass.exe corrupts and your domain controller does not respond to clients.
 
To have a further view of this problem, could you please to perform the following actions?
 
1. Save MPSRPT_2000_DS.EX_ to the problematic Win2k domain controller and rename it to MPSRPT_2000_DS.EXE. Please run it on the problematic Win2k domain controller. It will automatically collect event logs and network information (including netdiag and dcdiag) of the problematic Win2k domain controller and store them under %Windir%\MPSReports\DirSvc\Logs\cab as a cab file. Please send me the cab file. 
 
2. Please run drwtsn32.exe and check the Dr. Watson log file path and dump file path. Then copy and send me the corresponding Dr. Watson log and dump file.
 
If you have any additional questions, please let us know by replying to this message.
 
Best Regards,
Reed Chen
Support Professional
Microsoft Platform Online Support
E-Mail: reedch@microsoft.com
 
Delighting our customers is our top priority.?We welcome your comments and suggestions on how we can improve the support we provide to you.?Please e-mail us at: managers@microsoft.com. You can also contact my direct manager Ping Chen by email at pingchen@microsoft.com 
 
 
 Your request 
 22/07/2003 7:52:04 PM 
 
 
Problem Description: The Domain Controller fails to respond. A machine Reset is required. Dr. Watson logs the failure associating LSASS.EXE to the fault. The Directory Service log reports Event ID 1173, Source 'NTDS General', parameters 757b5954 and 0 (Internal ID 0), same time as the Dr. Watson log entry. Dr Watson produces a dump, appended to previous dumps. This error occurred today, July 22, and once before, July 14. I do not know how to reproduce the problem. This DC is one of 3 and the only one to fail.
 
Problem Area: Dr Watson
Frequency of problem: Sometimes Happens
Operating system / version: Windows 2000 
 Response from Microsoft 
 25/07/2003 11:28:48 PM 
 
 
TL Review Log
 
CASE SYNOPSIS:
==============
 
- - Customer appears to be experiencing the bug documented in the following KB. Hotfix has been provided.
 
LSASS May AV While Processing An LDAP Search WGID:583
ID: 824226
 
- - Customer will install hotfix in test environment first, If no problems he will install on his production server on Monday.
 
ACTIONS NEEDED:
================
 
 
NEXT STEPS:
============
 
- - Looks good. Follow up as agreed to confirm resolution.
 
00000101 
 
 
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Document created  by: Manfred Grisebach, IST – Systems,  July 22nd, 2003