KB438432: MicroStrategy Intelligence Server 10.8 fails to start on Windows 10 operating systems (version 1607, Anniversary Edition) after upgrading from MicroStrategy versions 10.4 or 10.5

SYMPTOM

MicroStrategy Intelligence Server 10.8 cannot be started on Windows 10 Operating Systems that include the Feature Pack 1607 (Anniversary Update). The following error message is displayed as soon as the service is attempted to be started:
 Windows could not start the MicroStrategy Intelligence Server service on Local Computer. Error 1053: The service did not respond to the start or control request in a timely fashion
Upon checking Windows Event Viewer, a more detailed message can be seen, linking the failure to the dynamic library called SHSMP64.dll.


CAUSE
This is a known issue with MicroStrategy Intelligence Server installations upgraded from versions 10.4 or 10.5 to versions 10.6 or 10.8 because of an incorrect version number for the SHSMP64.DLL file. The issue does not occur when upgrading to MicroStrategy version 10.7 where the SHSMP64.dll has the correct version stamp. The following Knowledge Base article describes the same issue seen on MicroStrategy version 10.6.

KB319499: MicroStrategy Intelligence Server 10.6 fails to start on Windows 10 with Feature Pack 1607 "Anniversary Update"


ACTION
Contact MicroStrategy Technical Support for update on this case.


WORKAROUND
Uninstall the upgraded MicroStrategy Secure Enterprise 10.8 installation and perform a fresh installation of MicroStrategy Secure Enterprise 10.8. 


The MicroStrategy internal reference number for this issue is DE52116.
  KB438432MicroStrategy OnlyThis issue is caused by how server stamps the SHSMP64.dll version. The table below presents correct SHSMP64.dll version in respective Intelligence Server versions. However, if one upgrades directly from 10.4 / 10.5 to 10.6 / 10.8, SHSMP64.dll will not be updated / replaced with the correct SHSMP64.dll version and 9.0.2.23 version will be left in place (due to incorrect version stamp i.e., lower version number).
 
A different workaround is to extract the shsmp64.dll from clean 10.8 and send to the customer to replace the one in place in their machine. The MicroStrategy Intelligence Server should be able to start up correctly after replacing the DLL.