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Windows Shell common DLL has stopped responding (when accessing mouse settings) RRS feed

  • Question

  • Hi all, im getting the above message when I try and access the mouse properties.

    I am using windows 8.1. my computer is an HP pavilion dv6-7029wm.

    here is the error that was generated:

    instance of Win32_NTLogEvent
    {
    	Category = 100;
    	CategoryString = "Application Crashing Events";
    	ComputerName = "Kronos";
    	EventCode = 1000;
    	EventIdentifier = 1000;
    	EventType = 1;
    	InsertionStrings = {"rundll32.exe_shell32.dll", "6.3.9600.16384", "5215f00d", "verifier.dll", "6.3.9600.16384", "5215f8f7", "80000003", "000000000000a43a", "13e8", "01ceda51675f0347", "C:\\WINDOWS\\System32\\rundll32.exe", "C:\\WINDOWS\\system32\\verifier.dll", "abc4ef9a-4644-11e3-be7b-082e5f778406", "", ""};
    	Logfile = "Application";
    	Message = "Faulting application name: rundll32.exe_shell32.dll, version: 6.3.9600.16384, time stamp: 0x5215f00d
    \nFaulting module name: verifier.dll, version: 6.3.9600.16384, time stamp: 0x5215f8f7
    \nException code: 0x80000003
    \nFault offset: 0x000000000000a43a
    \nFaulting process id: 0x13e8
    \nFaulting application start time: 0x01ceda51675f0347
    \nFaulting application path: C:\\WINDOWS\\System32\\rundll32.exe
    \nFaulting module path: C:\\WINDOWS\\system32\\verifier.dll
    \nReport Id: abc4ef9a-4644-11e3-be7b-082e5f778406
    \nFaulting package full name: 
    \nFaulting package-relative application ID: ";
    	RecordNumber = 4568;
    	SourceName = "Application Error";
    	TimeGenerated = "20131105180411.000000-000";
    	TimeWritten = "20131105180411.000000-000";
    	Type = "Error";

    I have reinstalled the driver, as well as trying several other drivers without success.  This is a fairly new windows installation, and I have not installed anything new recently (that I can remember). My current driver was working beforehand without issue, so im not sure why it is having problems now...

    Tuesday, November 5, 2013 4:11 PM

Answers

  • I fixed it! It seems it was something to do with AMD's crappy drivers for windows 8.1. After completely removing them and reinstalling new ones, every thing is working properly. 
    • Marked as answer by Cloud_TS Monday, November 25, 2013 1:34 PM
    Thursday, November 7, 2013 4:31 PM

All replies

  • Hi,

    Based on your description, I would like to suggest you try the following to check the issue:

    1. Try Clean Boot to check third party extension or Safe Mode and let us know the result.

    Advanced startup options including safe mode

    http://windows.microsoft.com/en-US/windows7/Advanced-startup-options-including-safe-mode

    How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7

    http://support.microsoft.com/kb/929135

    Please Note: After troubleshooting, make sure to put the computer to start as usual as mentioned in Step 7 in the above KB article.

    2. Try SFC tool to check the issue.

    How to use the System File Checker tool to troubleshoot missing or corrupted system files on Windows Vista or on Windows 7

    http://support.microsoft.com/kb/929833

    If the issue still occurs, I would suggest you to uninstall the device driver software for your mouse from programs and features and reinstall the latest driver software visiting the manufacturer website and check if it helps.

    How to uninstall a program in Windows 7

    http://Windows.microsoft.com/en-US/Windows7/Uninstall-or-change-a-program

    Meanwhile, to solve this issue, please also see the answer provided by Black_MC in the following link.

    http://answers.microsoft.com/en-us/windows/forum/windows_7-hardware/external-mouse-problems-windows-shell-common-dll/6e698df7-0120-46a5-a902-78eb40cfbf1f?msgId=0f5bc9eb-ce13-4aea-ba74-06c659ff4a7d

    I also recommend you use ShellExView to  check the issue.

    http://www.nirsoft.net/utils/shexview.html

    Please Note: Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

    Hope it helps.

    Regards,

    Blair Deng


    We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time.
    Thanks for helping make community forums a great place.

    Wednesday, November 6, 2013 9:28 AM
  • alright, a clean boot had the same issues. in safe mode, the mouse options are inaccessible. after running the SFC tool, it found some corrupted files and was unable to fix them, but they dont seem to be related to this problem. (they are related to other known issues with this computer)

    here is the output of the problems the SFC found just in case:

    2013-11-06 09:20:23, Info                  CSI    000004bc [SR] Beginning 
    
    Verify and Repair transaction
    2013-11-06 09:20:28, Info                  CSI    000004be [SR] Cannot repair 
    
    member file [l:36{18}]"Amd64\CNBJ2530.DPB" of prncacla.inf, Version = 
    
    6.3.9600.16384, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, 
    
    VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = 
    
    [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, 
    
    hash mismatch
    2013-11-06 09:20:39, Info                  CSI    000004c0 [SR] Cannot repair 
    
    member file [l:36{18}]"Amd64\CNBJ2530.DPB" of prncacla.inf, Version = 
    
    6.3.9600.16384, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, 
    
    VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = 
    
    [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, 
    
    hash mismatch
    2013-11-06 09:20:39, Info                  CSI    000004c1 [SR] This component 
    
    was referenced by [l:186{93}]"Microsoft-Windows-Printer-Drivers-
    
    Package~31bf3856ad364e35~amd64~~6.3.9600.16384.INF_prncacla"
    
    2013-11-06 09:32:01, Info                  CSI    0000080f [SR] Beginning 
    
    Verify and Repair transaction
    2013-11-06 09:32:02, Info                  CSI    00000811 [SR] Cannot repair 
    
    member file [l:36{18}]"Amd64\CNBJ2530.DPB" of prncacla.inf, Version = 
    
    6.3.9600.16384, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, 
    
    VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = 
    
    [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, 
    
    hash mismatch
    2013-11-06 09:32:02, Info                  CSI    00000813 [SR] Cannot repair 
    
    member file [l:36{18}]"Amd64\CNBJ2530.DPB" of prncacla.inf, Version = 
    
    6.3.9600.16384, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, 
    
    VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type = 
    
    [l:24{12}]"driverUpdate", TypeName neutral, PublicKey neutral in the store, 
    
    hash mismatch
    2013-11-06 09:32:02, Info                  CSI    00000814 [SR] This component 
    
    was referenced by [l:186{93}]"Microsoft-Windows-Printer-Drivers-
    
    Package~31bf3856ad364e35~amd64~~6.3.9600.16384.INF_prncacla"

    I'm not sure where I would obtain the correct files for these, as they were installed by windows update...

    also, the answer provided by Black_MC does not apply to this issue, as I am not using microsoft intellipoint. 

    I have also already uninstalled and reinstalled the touchpad driver several times now.


    • Edited by Josh Fedman Wednesday, November 6, 2013 6:03 PM
    Wednesday, November 6, 2013 5:59 PM
  • I fixed it! It seems it was something to do with AMD's crappy drivers for windows 8.1. After completely removing them and reinstalling new ones, every thing is working properly. 
    • Marked as answer by Cloud_TS Monday, November 25, 2013 1:34 PM
    Thursday, November 7, 2013 4:31 PM