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Explorer.exe Crashes constantly. RRS feed

  • Question

  • I have a user who consistently crashes when opening up mapped network drives with excel files in them. Below is the error received when he has explorer crash. I've uninstalled antivirus to see if that was the culprit and it unfortunately was not. 

    All the user does is open the network drive for it to crash, sometimes it will let him browse around but as he clicks through sub folders it will end up crashing eventually. The only file types in there are excel and maybe a few pdf's. Been banging my head against the wall on this one. 

    Any insight or help would be greatly appreciated.

    Problem signature:

      Problem Event Name:                        BEX

      Application Name:                             Explorer.EXE

      Application Version:                           6.1.7601.17567

      Application Timestamp:                     4d6727a7

      Fault Module Name:                          StackHash_0a9e

      Fault Module Version:                        0.0.0.0

      Fault Module Timestamp:                  00000000

      Exception Offset:                                5b592e93

      Exception Code:                                  c0000005

      Exception Data:                                   00000008

      OS Version:                                          6.1.7601.2.1.0.256.48

      Locale ID:                                             1033

      Additional Information 1:                  0a9e

      Additional Information 2:                  0a9e372d3b4ad19135b953a78882e789

      Additional Information 3:                  0a9e

      Additional Information 4:                  0a9e372d3b4ad19135b953a78882e789

    Wednesday, March 6, 2013 5:58 PM

Answers

  • Mike

    You haven’t said what remedies you have tried, so here are a few to start with:

    1. Look in the Action Center for any issues. Go to Control Panel > All Control Panel Items > Action Center or right-click the icon in the Notification Area (bottom right of screen). In the main window, click the drop-down arrow to the right of Maintenance where you can select View Reliability History. In View Reliability History, right-click on any Windows Explorer errors and View technical details, which may be of help.

    2. Also, at the bottom, click View All Problem reports and Check for Solutions.

    3. If the above doesn’t help, the problem is sometimes caused by a third-party extension. ShellExView can be useful to see which shell extensions have been introduced into Explorer. Read about it then scroll down near to the bottom to download the x86 (32-bit) or x64 (64-bit) version here http://www.nirsoft.net/utils/shexview.html

    When you run it, click on the column labelled Company to alphabetically sequence the entries. You have to assume that the Microsoft entries are bona fide, so concentrate on the third-party entries. Is there anything listed that is either unnecessary or unknown? If so, highlight it and click the red spot (top left) to disable it. There shouldn’t be too many of them but you may find it easier to disable them all, then re-enable them (green spot) one at a time and try Explorer until the culprit is found.

    4. If the issue still hasn’t been resolved, download, unzip it and run Process Monitor version 3.03 (it doesn’t need installing), from here http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx  Because of the huge number of activities, it can be made easier to understand by de-selecting some of the activities. The activities can be toggled on/off by clicking them on the Toolbar, they are Registry, File, Networking, Processes/Threads and Profiling. Also, click Autoscroll on the Toolbar to see the current real-time events.

    Wednesday, March 6, 2013 6:56 PM
  • Hi,

     

    Please first use anti-spyware software to scan the system and make sure the system is clean.

     

    Also, disable all startup items and third party services when booting. This method will help us determine if this issue is caused by a loading program or service. Please perform the following steps:

     

    1. Click the Start Button type "msconfig" (without quotation marks) in the Start Search box, and then press Enter.

     

    Note: If prompted, please click Continue on the User Account Control (UAC) window.

     

    2. Click the "Services" tab, check the "Hide All Microsoft Services" box and click "Disable All" (if it is not gray).

    3. Click the "Startup" tab, click "Disable All" and click "OK".

     

    Then, restart the computer. When the "System Configuration Utility" window appears, please check the "Don't show this message or launch the System Configuration Utility when Windows starts" box and click OK.

     

    Please test this issue in the Clean Boot environment, if the issue disappears in the Clean Boot environment, we can use a 50/50 approach to quickly narrow down which entry is causing the issue.

     

    Also, test the result in Safe Mode. If the issue persists in Clean Boot and disappears in Safe mode, please ShellExView to disable third party extension of Windows Explorer.


    Hope this helps.


    Vincent Wang
    TechNet Community Support

    Friday, March 8, 2013 2:49 AM

All replies

  • Mike

    You haven’t said what remedies you have tried, so here are a few to start with:

    1. Look in the Action Center for any issues. Go to Control Panel > All Control Panel Items > Action Center or right-click the icon in the Notification Area (bottom right of screen). In the main window, click the drop-down arrow to the right of Maintenance where you can select View Reliability History. In View Reliability History, right-click on any Windows Explorer errors and View technical details, which may be of help.

    2. Also, at the bottom, click View All Problem reports and Check for Solutions.

    3. If the above doesn’t help, the problem is sometimes caused by a third-party extension. ShellExView can be useful to see which shell extensions have been introduced into Explorer. Read about it then scroll down near to the bottom to download the x86 (32-bit) or x64 (64-bit) version here http://www.nirsoft.net/utils/shexview.html

    When you run it, click on the column labelled Company to alphabetically sequence the entries. You have to assume that the Microsoft entries are bona fide, so concentrate on the third-party entries. Is there anything listed that is either unnecessary or unknown? If so, highlight it and click the red spot (top left) to disable it. There shouldn’t be too many of them but you may find it easier to disable them all, then re-enable them (green spot) one at a time and try Explorer until the culprit is found.

    4. If the issue still hasn’t been resolved, download, unzip it and run Process Monitor version 3.03 (it doesn’t need installing), from here http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx  Because of the huge number of activities, it can be made easier to understand by de-selecting some of the activities. The activities can be toggled on/off by clicking them on the Toolbar, they are Registry, File, Networking, Processes/Threads and Profiling. Also, click Autoscroll on the Toolbar to see the current real-time events.

    Wednesday, March 6, 2013 6:56 PM
  • Hi,

     

    Please first use anti-spyware software to scan the system and make sure the system is clean.

     

    Also, disable all startup items and third party services when booting. This method will help us determine if this issue is caused by a loading program or service. Please perform the following steps:

     

    1. Click the Start Button type "msconfig" (without quotation marks) in the Start Search box, and then press Enter.

     

    Note: If prompted, please click Continue on the User Account Control (UAC) window.

     

    2. Click the "Services" tab, check the "Hide All Microsoft Services" box and click "Disable All" (if it is not gray).

    3. Click the "Startup" tab, click "Disable All" and click "OK".

     

    Then, restart the computer. When the "System Configuration Utility" window appears, please check the "Don't show this message or launch the System Configuration Utility when Windows starts" box and click OK.

     

    Please test this issue in the Clean Boot environment, if the issue disappears in the Clean Boot environment, we can use a 50/50 approach to quickly narrow down which entry is causing the issue.

     

    Also, test the result in Safe Mode. If the issue persists in Clean Boot and disappears in Safe mode, please ShellExView to disable third party extension of Windows Explorer.


    Hope this helps.


    Vincent Wang
    TechNet Community Support

    Friday, March 8, 2013 2:49 AM