KB441108: MicroStrategy Intelligence Server running on Windows Server 2012 R2 cannot be started with error "Faulting module name: SHSMP64.dll, version: xxxx" after installing Windows Update KB4284863 or later

Senior Cloud Support Engineer III • MicroStrategy

This article explains what is causing the error,"Faulting module name: SHSMP64.dll, version: 9.0.2.256" and suggests a workaround.

NOTE: This Article has been superseded by
MicroStrategy Intelligence Server 10.5-10.10 running on Windows Servers fail to start with error "Faulting module name: SHSMP64.dll, version: xxxx" after installing Windows Update KB4284863 or KB4338815
SYMPTOM
Strategy Intelligence Server installed on Windows 2012 R2 cannot be started with an error as shown below after installing Windows Update KB4284863:


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

Windows Event Viewer log shows the following error. The version of the DLL could be different based on the specific Strategy version. The following error is seen with Strategy version 10.10


Event 1000, Application Error
Faulting application name: MSTRSvr2_64.exe, version: 10.10.46.16, time stamp: xxx
Faulting module name: SHSMP64.dll, version: 9.0.2.256, time stamp; xxx
Exception code: 0xc0000005

CAUSE
This issue is caused due to a conflict with the Windows Update the detail of which can be found from the link below:
https://support.microsoft.com/en-us/help/4284863/windows-81-update-kb4284863
ACTION
This issue has been fixed in Strategy version 10.11. Upgrade to this version to take advantage of the fix.
WORKAROUND
Go to Control Panel > Programs > Programs and Features > Installed Updates, and roll back the Windows Update KB4284863, as highlighted below:

KB441108

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Knowledge Article

Published:

June 25, 2018

Last Updated:

December 26, 2018