The Microsoft Exchange Unified Messaging service was unable to start. More information: “%1”

Details
Product: Exchange
Event ID: 1038
Source: MSExchange Unified Messaging
Version: 8.0
Symbolic Name: UMServiceStartFailure
Message: The Microsoft Exchange Unified Messaging service was unable to start. More information: “%1”
   
Explanation

This Error event indicates that the Microsoft Exchange Unified Messaging Service was not able to start on the computer that is running the Unified Messaging server role. When this event is logged, all Unified Messaging (UM) features such as Call Answering, Fax Receiving, Subscriber Access, and Auto Attendant are not available. This event may be caused by one or more of the following:

  • The UM server or the UM dial plans associated with the server are configured to use certificates, but the Exchange Unified Messaging Service is not able to retrieve an existing or create a new self-signed digital certificate. The certificate is used to establish secure communication with the IP/VoIP gateway using Mutual Transport Layer Security. Transport Layer Security (TLS) is an industry standard protocol designed to help protect the privacy of information communicated over the Internet. In TLS, a server proves its identity to a client by sending it a certificate obtained from a trusted certification authority. In Mutual TLS, the client also presents a certificate to the server.

  • An exception error occurred when the digital certificates that are used by the Exchange Unified Messaging Service were copied to the Trust Root Certification Authorities store of the UM server. The certification store is a storage location that keeps all the root certificates from third-party, your organization, and Microsoft.

  • The UM Worker Process has timed out or has encountered a fatal error during startup. The Exchange Unified Messaging Service will allow the UM Worker Process 30 seconds to complete the startup process.

  • The executable file for the UM Worker Process (UMWorkerProcess.exe) does not exist. The default location is C:\Program Files\Microsoft\Exchange Server\bin.

  • Mutual TLS negotiation failed between the UM server and IP/VoIP gateway has failed because of one of the following reasons:

    • Certificate issues such as the certificate presented by the IP/VoIP gateway has expired.

    • If the certificate presented by the IP/VoIP gateway includes an incorrect target name.

    • If the certificate presented by the IP/VoIP gateway is not trusted by the server.

    • If the certificate presented by the UM server does not exist in the local certificate store.

    • If the certificate presented by the UM server is not trusted by the IP/VoIP gateway.

    • The Exchange Unified Messaging service cannot create a Session Initiation Protocol (SIP) endpoint to listen to incoming calls sent by the IP/VoIP gateway.

   
User Action

To resolve this error, do one or more of the following:

  • Make sure that the certificates that are used by the Exchange Unified Messaging Service and IP/VoIP gateway are valid and trusted by each other. Use the Get-ExchangeCertificate cmdlet or Certificates Manager to inspect the properties of the certificate that is used by the Exchange Unified Messaging Service. For information, see Get-ExchangeCertificate in the Exchange 2007 Help. For information about how to review the certificate that is used by IP/VoIP gateway, contact the hardware vendor for documentation of the devices for the proper procedures.

  • Replace the UM Worker process executable (UMWorkerProcess.exe) with the default file located on the Exchange Server 2007 CD. UMWorkerProcess.exe is located in the \Setup\Server Roles\Common folder on the Exchange Server 2007 CD. After you replace the executable, restart the Exchange Unified Messaging Service.

  • If this error frequently occurs, contact Microsoft Product Support. For information, visit the Contact Us page of the Microsoft Help and Support Web site.

If you are not already doing so, consider running the tools that Microsoft Exchange offers to help administrators analyze and troubleshoot their Exchange environment. These tools can help you make sure that your configuration is in line with Microsoft best practices. They can also help you identify and resolve performance issues, improve mail flow, and better manage disaster recovery scenarios. Go to the Toolbox node of the Exchange Management Console to run these tools now. For more information about these tools, see Toolbox in the Exchange Server 2007 Help.

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