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How to debug browser crash of Internet Explorer 10 (Internet Explorer has stopped working) RRS feed

  • Question

  • Hey,

    we are currently facing a problem with our SharePoint Site crashing the Internet Explorer 10. We have no idea which custom code triggers this crash and why.

    • We have no Problem with IE9, IE11, Chrome or FireFox.
    • If we change the tab while loading the page in the IE10 and switch back, everything works fine.
    • It crashes on all Windows 7 Systems tested so far. Seems to be no Policy problem.
    • All Addons disabled, same problem
    • Cleared cached Data, same problem

    IE10 Problem Details

    Problem signature:
      Problem Event Name:	APPCRASH
      Application Name:	IEXPLORE.EXE
      Application Version:	10.0.9200.17410
      Application Timestamp:	5579acf9
      Fault Module Name:	MSHTML.dll
      Fault Module Version:	10.0.9200.17412
      Fault Module Timestamp:	557c3a19
      Exception Code:	c0000005
      Exception Offset:	000dcef6
      OS Version:	6.1.7601.2.1.0.400.8
      Locale ID:	1031
      Additional Information 1:	c0a4
      Additional Information 2:	c0a4a87fbcca5cdc0776e00a007dc4e8
      Additional Information 3:	b08c
      Additional Information 4:	b08caef3d851f553fdc3eb408720928b
    
    Read our privacy statement online:
      http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409
    
    If the online privacy statement is not available, please read our privacy statement offline:
      C:\Windows\system32\en-US\erofflps.txt


    Any Idea how to debug this issue?

    With kind regards!

    • Edited by Tim Petersen Thursday, December 3, 2015 3:28 PM add error details
    Thursday, December 3, 2015 2:19 PM

Answers

  • Both dumps show the swi_ifslsp.dll as a possible cause of the crash:

    Unable to load image C:\Windows\System32\ieframe.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for ieframe.dll
    Unable to load image C:\Windows\SysWOW64\iertutil.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for iertutil.dll
    *** WARNING: Unable to verify timestamp for iexplore.exe
    Unable to load image C:\Program Files (x86)\Internet Explorer\IEShims.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for IEShims.dll
    Unable to load image C:\Program Files (x86)\Internet Explorer\iedvtool.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for iedvtool.dll
    Unable to load image C:\Windows\SysWOW64\wininet.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for wininet.dll
    *** WARNING: Unable to verify timestamp for swi_ifslsp.dll
    *** ERROR: Module load completed but symbols could not be loaded for swi_ifslsp.dll
    *** WARNING: Unable to verify timestamp for jscript9.dll
    Probably caused by : mshtml.dll ( mshtml!HtmlLayout::TextBlock::FindAttachedElement+76 )

    Here is more information and the location of the swi_ifslsp.dll:

    0:008> lmvm  swi_ifslsp
    Browse full module list
    start    end        module name
    72c00000 72c22000   swi_ifslsp T (no symbols)          
        Loaded symbol image file: swi_ifslsp.dll
        Image path: C:\ProgramData\Sophos\Web Intelligence\swi_ifslsp.dll
        Image name: swi_ifslsp.dll
        Browse all global symbols  functions  data
        Timestamp:        Fri Jan 30 08:02:55 2015 (54CB80FF)
        CheckSum:         00022FAC
        ImageSize:        00022000
        File version:     3.4.8.0
        Product version:  10.3.13.0
        File flags:       2 (Mask 17) Pre-release
        File OS:          4 Unknown Win32
        File type:        2.0 Dll
        File date:        00000000.00000000
        Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

    It looks like a similar error was reported before but with an older version of the swi_ifslsp.dll and IE 9:

    https://community.sophos.com/products/endpoint-security-control/f/3/t/8688

    I gather Sophos is installed on all machines having the issue?

    • Marked as answer by Tim Petersen Thursday, December 10, 2015 10:11 AM
    Monday, December 7, 2015 1:32 PM

All replies

  • Hi,

    crashing iexplore.exe processes are almost exclusively caused by COM and ActiveX addons. The first step in troubleshooting web browser issues is to test in noAddons mode.

    Commonly, MSHTML errors are caused by an out of date Adobe or Shockwave flash installation.

    My guess would be that the page/site where this is occurring is using an object tag with a classid attribute that points to a legacy Shockwave flash CLSID. Support for out-of date controls ended some 6 months ago.... You should see a warning screen in the browser each time an out of date ActiveX control attempts to load.

    Tools>Manage Addons>Show all addons.... to find and inspect your Flash and other addons' status.

    Start>Control Panel>Adobe Flash (32bit) to adjust your Flash privacy settings or to check for updates.

    Regards.


    Rob^_^

    Friday, December 4, 2015 12:23 AM
  • Hi,

    According to your description, please try to reset Internet Explorer and enable "Use software rendering instead of GPU rendering" in Advance setting.

    If it works, please try to update GPU driver to latest version and disable above setting for testing.

    Also, here's an article about how to fix Internet Explorer issues to make IE fast, safe and stable
    https://support.microsoft.com/en-us/mats/ie_performance_and_safety?wa=wsignin1.0


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Allen Wang
    TechNet Community Support

    Friday, December 4, 2015 7:45 AM
  • Hey,

    • Internet Explorer in No Addons Mode also crashes.
    • Flash and other Addons are up to date.

    We also could focus on change the application who makes the IE crash, but the main problem is having no chance to debug the code.

    Thanks for your help so far! I really appreciate it!

    Do you have other ideas?

    With kind regards!

    Friday, December 4, 2015 8:53 AM
  • Hey,

    • Use software rendering instead of GPU rendering is activated, but no effect.
    • Fix Internet Explorer issues to make IE fast, safe and stable executed, but no effect.

    Thanks for your help so far! Do you have other ideas?

    With kind regards!

    Friday, December 4, 2015 9:00 AM
  • Hi,

    As I re-read your problem description, I notice that IE 10 crash when open a SharePoint site and all Windows 7 client.

    How about add this problematic site to compatibility list for testing?

    Also, use Windows updates and upgrade IE to latest version. Use SFC to scan and repair corrupted file.


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Allen Wang
    TechNet Community Support

    Monday, December 7, 2015 2:02 AM
  • If the issue persists you could try to capture a user mode dump of the crash and see if any further useful information can be obtained on the crash.

    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 (SkyDrive) or similar site?

    Here's a couple of links on using OneDrive (SkyDrive):

    http://windows.microsoft.com/en-ca/skydrive/add-photos-files-faq

    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.

    Monday, December 7, 2015 4:27 AM
  • Hey,

    It's not a corrupted file issue, the problem exists on all clients. (>100) Also Windows Updates are up to date on the most machines. We have to support the IE10, so upgrading to IE11 or other IE Versions is no option.

    With kind regards


    • Edited by Tim Petersen Monday, December 7, 2015 10:14 AM spellcheck
    Monday, December 7, 2015 10:13 AM
  • Hi auggy,

    just got two dumps of my local machine:

    http://1drv.ms/1OdpKyQ

    As mentioned the crash is reproducible in the free world on various systems. So i don't think it's an issue of the environment. We have custom code in our SharePoint Site, which will lead to this crash - but we have no idea how to debug this issue.

    Also a bit weird is the fact, that the crash only takes place when the browser window has focus. If you switch to another tab while loading the site, and then switch back, everything works fine until you refresh the page (now with focus).

    Thanks for your input and your help so far!

    Kind regards

    Monday, December 7, 2015 11:24 AM
  • Both dumps show the swi_ifslsp.dll as a possible cause of the crash:

    Unable to load image C:\Windows\System32\ieframe.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for ieframe.dll
    Unable to load image C:\Windows\SysWOW64\iertutil.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for iertutil.dll
    *** WARNING: Unable to verify timestamp for iexplore.exe
    Unable to load image C:\Program Files (x86)\Internet Explorer\IEShims.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for IEShims.dll
    Unable to load image C:\Program Files (x86)\Internet Explorer\iedvtool.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for iedvtool.dll
    Unable to load image C:\Windows\SysWOW64\wininet.dll, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for wininet.dll
    *** WARNING: Unable to verify timestamp for swi_ifslsp.dll
    *** ERROR: Module load completed but symbols could not be loaded for swi_ifslsp.dll
    *** WARNING: Unable to verify timestamp for jscript9.dll
    Probably caused by : mshtml.dll ( mshtml!HtmlLayout::TextBlock::FindAttachedElement+76 )

    Here is more information and the location of the swi_ifslsp.dll:

    0:008> lmvm  swi_ifslsp
    Browse full module list
    start    end        module name
    72c00000 72c22000   swi_ifslsp T (no symbols)          
        Loaded symbol image file: swi_ifslsp.dll
        Image path: C:\ProgramData\Sophos\Web Intelligence\swi_ifslsp.dll
        Image name: swi_ifslsp.dll
        Browse all global symbols  functions  data
        Timestamp:        Fri Jan 30 08:02:55 2015 (54CB80FF)
        CheckSum:         00022FAC
        ImageSize:        00022000
        File version:     3.4.8.0
        Product version:  10.3.13.0
        File flags:       2 (Mask 17) Pre-release
        File OS:          4 Unknown Win32
        File type:        2.0 Dll
        File date:        00000000.00000000
        Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

    It looks like a similar error was reported before but with an older version of the swi_ifslsp.dll and IE 9:

    https://community.sophos.com/products/endpoint-security-control/f/3/t/8688

    I gather Sophos is installed on all machines having the issue?

    • Marked as answer by Tim Petersen Thursday, December 10, 2015 10:11 AM
    Monday, December 7, 2015 1:32 PM
  • Hi auggy,

    interesting trace so far, thank you. I've deactivated the Sophos Web Intelligence on my machine and started the IE10 in no addons mode, but still the same problem. Here's the relating dump:

    http://1drv.ms/1lnQy8Q

    How do you view these dumps? windbg?

    I will also test it on another machine without any sophos installation later this evening.

    Kind regards!

    Update:

    Ah, I see, still the swi_ifslsp.dll error. I'll try using a machine without a sophos installation and report back. (-, Thanks!


    • Edited by Tim Petersen Monday, December 7, 2015 2:25 PM update
    Monday, December 7, 2015 2:09 PM
  • Yes, I use WinDbg. 

    If you see the swi_ifslsp.dll in the error you could try temporarily renaming the swi_ifslsp.dll in the C:\ProgramData\Sophos\Web Intelligence folder to swi_ifslsp.old and log out and back in again and then see what happens.

    • Edited by auggyMVP Monday, December 7, 2015 5:44 PM
    Monday, December 7, 2015 5:44 PM
  • Hi auggy,

    it's really the sophos client causing this issue. We've made a rollback of our customizations to get time and now are contacting sophos for further investigation. Thanks for your help getting this problem resolved!

    Also Allen_WangJF and IECustomizer, thanks for your help!

    Kind regards

    Thursday, December 10, 2015 10:11 AM
  • That's good news the issue was found. Thanks for letting us know.
    Thursday, December 10, 2015 1:56 PM