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IE 11 crashing and Error Log points to dwmapi.dll as possible issue RRS feed

  • Question

  • Over the past two months I've been getting increased reports of IE crashing on user machines in our environment. When looking at the event log the common denominator on most machines seem to be point to dwmapi.dll. Anyone know why this happening, and what can be done to resolve this issue?

    Log Name:      Application

    Source:        Application Error

    Date:          7/18/2017 10:06:03 AM

    Event ID:      1000

    Task Category: (100)

    Level:         Error

    Keywords:      Classic

    User:          N/A

    Computer:      5J53H72

    Description:

    Faulting application name: IEXPLORE.EXE, version: 11.0.9600.18698, time stamp: 0x59189c94

    Faulting module name: dwmapi.dll, version: 6.1.7601.18917, time stamp: 0x559eb13d

    Exception code: 0xc0000005

    Fault offset: 0x0000a65b

    Faulting process id: 0x36e4

    Faulting application start time: 0x01d2ffc9b5d558e0

    Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE

    Faulting module path: C:\WINDOWS\system32\dwmapi.dll

    Report Id: 3bb57e9a-6bc2-11e7-b028-93c1c5026e3c

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Application Error" />

        <EventID Qualifiers="0">1000</EventID>

        <Level>2</Level>

        <Task>100</Task>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2017-07-18T14:06:03.000000000Z" />

        <EventRecordID>60267</EventRecordID>

        <Channel>Application</Channel>

        <Computer>5J53H72</Computer>

        <Security />

      </System>

      <EventData>

        <Data>IEXPLORE.EXE</Data>

        <Data>11.0.9600.18698</Data>

        <Data>59189c94</Data>

        <Data>dwmapi.dll</Data>

        <Data>6.1.7601.18917</Data>

        <Data>559eb13d</Data>

        <Data>c0000005</Data>

        <Data>0000a65b</Data>

        <Data>36e4</Data>

        <Data>01d2ffc9b5d558e0</Data>

        <Data>C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE</Data>

        <Data>C:\WINDOWS\system32\dwmapi.dll</Data>

        <Data>3bb57e9a-6bc2-11e7-b028-93c1c5026e3c</Data>

      </EventData>

    </Event>


    Thursday, July 20, 2017 6:24 PM

All replies

  • most of the machines if not all are running Windows 7 x64.
    Thursday, July 20, 2017 6:33 PM
  • I might suggest to try to obtain a user mode dump of the crash which has the potential to pinpoint the exact cause.

    You can configure Windows to create user-mode dumps. Create a System Restore Point first.

    If you copy and paste the following in Notepad and save as a .reg file (save with the .reg extension and give it any name such as iedump.reg), then right-click the .reg file and select "Merge" to add to the registry, a .dmp file at the time iexplore.exe crashes should be created in the C:\CrashDumps folder:

    Windows Registry Editor Version 5.00
    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\iexplore.exe]
    "DumpFolder"=hex(2):43,00,3a,00,5c,00,43,00,72,00,61,00,73,00,68,00,44,00,75,\
    00,6d,00,70,00,73,00,00,00


    After Internet Explorer (iexplore.exe) crashes, can you then make the .dmp file available (provide link) via a public folder on OneDrive or similar site?

    Here's a link on using OneDrive:

    http://windows.microsoft.com/en-ca/onedrive/share-file-folder

    More info on collecting user-mode dumps:

    http://msdn.microsoft.com/en-us/library/bb787181(VS.85).aspx

    To stop the creation of the user mode dump files run the following registry file:

    Windows Registry Editor Version 5.00

    [-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\iexplore.exe]

    You can delete the C:\CrashDumps folder anytime.

     



    Thursday, July 20, 2017 9:38 PM