During system startup, the Symantec Mail Security for Microsoft Exchange (SMSMSE) service does not start automatically

Products

• Mail Security for Microsoft Exchange

Issue/Introduction

During system startup, the Symantec Mail Security for Microsoft Exchange (SMSMSE) service does not start automatically, and may be stuck in a "Starting" state. 

Resolution

There can be more than one cause for this problem. The following are the most common causes for this problem.

Lack of exclusions for the SMSMSE Temp and Quarnatine folders

If you have installed a file level scanner, like Symantec AntiVirus Corporate Edition or Symantec Endpoint Protection on the Exchange server, be sure to exclude the SMSMSE Temp and Quarantine folders. See Configuring exclusions when Symantec Mail Security for Microsoft Exchange and either Symantec Endpoint Protection or Symantec AntiVirus Corporate Edition or any other antivirus are installed together

Startup Timing conflict

To confirm if a timing conflict exists follow these steps:

1. Set the Symantec Mail Security for Microsoft Exchange service to manual.
2. Restart the server.
3. Start the Symantec Mail Security for Microsoft Exchange service.
4. If the service starts successfully then a timing conflict is a likely cause for the problem.

One solution for a timing conflict is to make the Symantec Mail Security for Exchange service dependent upon another service, such as the Microsoft Exchange Information Store service (MSExchangeIS).


WARNING: This information is provided "as-is" and as a courtesy only. In the next steps, you will edit the Windows registry. Back up the registry before you make any changes to it, because incorrect changes to the registry can result in permanent data loss or corrupted files. Modify only the registry keys specified. Because these steps involve a change to Windows settings and not Symantec settings, if you have any questions about the steps please contact Microsoft Technical Support.

The following documents explain how to back up the registry

How to back up, edit, and restore the registry in Windows XP and Windows Server 2003
http://support.microsoft.com/kb/322756

This document explains how to delay the loading of services:

How to delay loading of specific services
http://support.microsoft.com/kb/193888

To create a service dependency to make SMSMSE load after Microsoft Exchange services:

1. On the Windows taskbar, click Start > Run.
2. In the Open box, type the following command:
   
   regedit.exe
3. Press Enter.
4. In the Registry Editor, in the left pane, go to the following key:
   
   HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\SMSMSE
5. In the right pane, right-click DependOnService, and then click Modify.
6. If the DependOnService value does not exist create a new REG_MULTI_SZ (Multi-String Value) named DependOnService.
7. In the Value Data box, type:
   MSExchangeIS
8. Click OK.
9. Exit the Registry Editor.
   
   During subsequent system restarts, SMSMSE will delay starting until the Microsoft Exchange Information Store service is started.