KB427399: "Unexpected Error Occurred. The service did not respond to the start or control request in a timely fashion." Error message is received when starting MicroStrategy Intelligence Server 9.3.0 and Higher on Windows Operating Systems

Failed to start service. Unexpected error occurred. The service did not respond to the start or control request in a timely fashion

Additionally, when configuring the Intelligence Server through the Configuration Wizard, the following errors are encountered:

Error occured while starting the server instance.

 
Lastly, when attempting to start the Intelligence Server as an application (C:\Program Files (x86)\MicroStrategy\Intelligence Server\MSTRSvr2_64.exe), the following error is seen:

MSTRExec Error: main() caught MBase::BaseException.
Failed to dynamically load library ;MSTRSvr2_64.dll'. (Server message 305419896)
        Unknown error. (Windows API error -529697949)

 
CAUSE:
This behavior is caused by some non-default Windows Operating system fonts found in the 'C:\Windows\Fonts' directory. When attempting to start the Intelligence Server instance the graphing libraries will initialize the fonts on the host machine. In this instance when reading these particular fonts the Intelligence Server hits an exception and the server is shut down. While the origin of these fonts is currently unknown, they are not installed as part of the default Windows Operating System installation.
 
ACTION:
Remove the problematic fonts from the Strategy Intelligence Server machine. Currently this behavior has only been observed with the following font files: 

• italicc_.ttf
• italict_.ttf
• italic__.ttf

KB427399