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W3SVC service stuck at stopping on Windows Server 2012 R2


Article ID: 174718


Updated On:


IT Management Suite


This document is based upon troubleshooting done when upgrade of 8.1 RU4 to RU7 hangs.

There can be multiple situations :

1. Upgrading Rollups of ITMS

2. Upgrading from one version to another of ITMS

3. Trying to restart W3SVC service for some other purpose and it got stuck.

Upgrade log error :

Failed while stopping service: W3SVC
Time out has expired and the operation has not been completed.
   [System.ServiceProcess.TimeoutException @ System.ServiceProcess]
   at System.ServiceProcess.ServiceController.WaitForStatus(ServiceControllerStatus desiredStatus, TimeSpan timeout)
   at Symantec.Installation.NSConfiguration.ServicesManager.StopService(String service, Int32 retryCount)
   at Symantec.Installation.NSConfiguration.ServicesManager.StopServices(Service services)



IIS on 2012 R2 server has been causing such issues of w3svc getting stuck after updates from July 2018. 

Issue is discussed in the below mentioned IIS forum :


WIndows Server 2012 R2


Uninstalling KB4338815 & KB4338824 helped get W3SVC services to stop and start successfully.