none
IE9 Win7x64 - Troubleshooted to the max - Client computers all receive message 'Internet Explorer has stopped working' RRS feed

  • Question

  • EDIT 4/12/2013

    Apparently the problem was an application so small I didn't even realize it was there.

    Security software from a non-microsoft product was the culprit.

    Thanks for all the help!

    -Alex

    --------------------------------------------------------------------------------------------

    Whenever a user closes internet explorer (or sometimes just a tab) They receive a message saying "Internet Explorer has stopped working"

    The obvious troubleshooting steps such as

    -Disable Add-Ons, Reset Internet Explorer Settings, Change advanced setting to 'use software rendering instead of GPU rendering.'

    Event Viewer shows:

    Faulting application name: iexplore.exe, version: 9.0.8112.16457, time stamp: 0x50a2f9e3
    Faulting module name: MSHTML.dll, version: 9.0.8112.16457, time stamp: 0x50a30507
    Exception code: 0xc0000005
    Fault offset: 0x004007ae
    Faulting process id: 0x590
    Faulting application start time: 0x01cdff02bdfcda68
    Faulting application path: C:\Program Files (x86)\Internet Explorer\iexplore.exe
    Faulting module path: C:\Windows\system32\MSHTML.dll
    Report Id: 3a6456c1-6af6-11e2-aa47-2c27d73cca84

    Faulting application name: iexplore.exe, version: 9.0.8112.16457, time stamp: 0x50a2f9e3
    Faulting module name: ole32.dll, version: 6.1.7601.17514, time stamp: 0x4ce7b96f
    Exception code: 0xc0000005
    Fault offset: 0x0013d3ce
    Faulting process id: 0x1048
    Faulting application start time: 0x01cdff02a06193b3
    Faulting application path: C:\Program Files (x86)\Internet Explorer\iexplore.exe
    Faulting module path: C:\Windows\syswow64\ole32.dll
    Report Id: 1feae42d-6af6-11e2-aa47-2c27d73cca84

    Several different models of Desktops/Laptops are affected. These are all Windows 7 Professional x64

    There are also a few 'XP Professional 32 bit' users left, who experience this phenomenon as well in IE8

    The things all of these computers have in common are :

    -All windows updates applied

    -Avast! Endpoint protection Suite Plus 7.0.1455.0

    -Malwarebytes Anti-Malware pro 1.70.0.1100

    -MS Office 2010 Pro

    -Flash Player 11.5.502.146 (Error Message still shows up even when Shockwave flash object is disabled)

    -Yahoo Messenger

    -Some have Nvidia Drivers, Others have default drivers (doesn't seem to affect this problem)

    There is no other software installed on these computers aside from necessary drivers. I am starting to believe there is a problem with internet explorer itself as the problem can be so easily duplicated across several different types of workstations. Many of these are the original factory windows install from Dell and they are only a month old. This is why I'm ruling out the possibility of ole32.dll and MSHTML.dll being corrupted.

    Does anyone else have additional troubleshooting ideas? The problem doesn't necessarily effect the user's workflow, but it feels like something is wrong when this is a domain-wide problem. Let me know if I missed any details and Thank You



    • Edited by Alex Tester Wednesday, January 22, 2014 2:38 PM
    Wednesday, January 30, 2013 4:28 PM

Answers

  • EDIT 4/12/2013

    Apparently the problem was an application so small I didn't even realize it was there. Our managers use Spector360 to monitor employees -

    I found that upon removal of the spector client this problem goes away.. I'll ask assistance from the correct place now

    Thanks for all the help!

    -Alex

    • Marked as answer by Alex Tester Friday, April 12, 2013 4:42 PM
    Friday, April 12, 2013 4:42 PM

All replies

  • Uninstall flash,

    http://kb2.adobe.com/cps/141/tn_14157.html


    Did you try the No add-ons listing from the accessories/ System tools folder ?
    • Edited by ThrashZone Wednesday, January 30, 2013 7:11 PM
    Wednesday, January 30, 2013 7:06 PM
  • Hi,

    MSHTML.dll errors occur because of malformed or incorrect markup in a web page, usually in <iframe> tags, <img> tags using the ismap attribute (depreciated) or richtext html edit controls.....

    Tools>Internet Options>General tab, change your homepage setting to only use about:blank or about:tabs (my preference)....

    You are probably setting user Homepage settings with GPO, so you will have to make the changes there also... (resetting IE's settings, changes the default homepage setting back to the value set by GPO or the IEAK user Profile settings in the HKLM\MS\IE nodes)

    Another possibility is that your company homepage is not mapping to the Intranet zone where your corporate settings probably require Compatibility View... check Tools>Compatibility View Settings...."Include Intranet sites in Compatibility View"

    and

    Tools>Internet Options>Security tab, Intranet Zone, 'Sites' button.... do you have automatically detect checked?

    Do you include the domain of your company homepage there? Remove it if it maps to a publicly accessible website in the (default) internet zone.

    Review your company's homepage markup. Validate and correct any errors or warnings at validator.w3.org

    Regards.


    Rob^_^

    Wednesday, January 30, 2013 11:11 PM
  • Hi,


    Mshtml.dll is a file that is integral to the smooth operation of Internet Explorer. Not only does it actually handle the processing and procurement of webpages, but it’s also responsible for many other Internet-related functions that your system has.


    This error can be caused by several different reasons, which you can see here:

    • The file is missing or corrupted from your system.
    • The file is an old (or corrupt) version from past versions of Internet Explorer
    • The file is unreadable or inaccessible
    • Viruses have damaged the file

    Try to replace this file with a fresh copy, cover the corrupted file in C:\Windows\System\mshtml.dll

     

    Also perform a whole disk scan to check if any virus on your PC

     

    This article may helpful to you:

    http://www.dll-error.com/mshtmldll-error-repair.php

    Please Note: Since the website is not hosted by Microsoft, the link may change without notice. Microsoft does not guarantee the accuracy of this information.


    Hope this helps


    Vincent Wang
    TechNet Community Support

    Friday, February 1, 2013 3:19 AM
    Moderator
  • 1. Yes

    2.I haven't tried uninstalling flash until you mentioned it - as the problem seemed to have nothing to do with flash.

    Anyways thanks for the suggestion, unfortunately it did not work.

    Friday, February 1, 2013 4:16 PM
  • Thanks, The problem doesn't happen on any page in specific - I can recreate the problem by simply opening Internet Explorer (I set homepage to about:blank) and closing it.

    This gives me the error message and restarts internet explorer. which I can quickly close again without an error. I am going to attempt to run a debugging program and update this thread.

    I also noticed that most of the client computers are only reporting this error in event log

    Faulting application name: iexplore.exe, version: 9.0.8112.16457, time stamp: 0x50a2f9e3

    Faulting module name: ole32.dll, version: 6.1.7601.17514, time stamp: 0x4ce7b96f

    Exception code: 0xc0000005

    Fault offset: 0x0013d3ce

    Faulting process id: 0xd7c

    Faulting application start time: 0x01ce00ad0daa8920

    Faulting application path: C:\Program Files (x86)\Internet Explorer\iexplore.exe

    Faulting module path: C:\Windows\syswow64\ole32.dll

    Report Id: ce0db9bf-6ca0-11e2-ba94-001cc02ea96b

    Friday, February 1, 2013 7:04 PM
  • Hi,

    How are you deploying IE? Slipstreaming it?

    Do you do Windows Updates on your network (looks like you may be missing critical updates SP1?) or you have clobbered your ole32.dll files....

    here is my file info

    CompanyName", "Microsoft Corporation"

    VALUE "FileDescription", "Microsoft OLE for Windows"

    VALUE "FileVersion", "6.1.7601.17514 (win7sp1_rtm.101119-1850)"

    VALUE "InternalName", "OLE32.DLL"

    VALUE "LegalCopyright", "

    © Microsoft Corporation. All rights reserved."


    VALUE "OriginalFilename", "OLE32.DLL"

    VALUE "ProductName", "Microsoft

    ® Windows® Operating System"


    VALUE "ProductVersion", "6.1.7601.17514"

    What version of IE are you using?... by the looks of it you are using the x64... does the x86 IE9 work?

    Help>About Internet Explorer


    Rob^_^

    Sunday, February 3, 2013 8:23 PM
  • Hi,

    I am currently up to date with Windows updates and don't have the problem with all computers (each model PC has their own image deployed with Acronis B&R 11)

    I verified my OLE32.DLL matches the same information as yours. I guess the only plausible step would be to replace that DLL with one from a fresh install (rather than a known good one) and see if the problem is resolved.


    The 32 Bit version experiences the same error intermittently. With the matching event details (except for the varying System32/SysWow64 folders)

    Monday, February 4, 2013 9:36 PM
  • Hi,

    you need to verify the versions of both mshtml.dll and ole32.dll, use dependency walker (Visual Studio tool) to list the dependencies of mshtml.dll... the problem signature indicates that ole32.dll is the root cause.... OLE==Object linking and embedding.....

    even crashes with about:blank as your homepage....try using about:tabs instead.....

    there is an entry for blank in the IE abouturls keys in the registry.... res://mshtml.dll/blank.htm << check to see if you have the same entry in this registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\AboutURLs

    blank.htm should only contain this...

    <HTML></HTML>

    and not be a blank (empty) text file.

    my bet is the image from Acronis B&R.....check the entries for the [blank] value in the

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\AboutURLs

    why does this occur on other web pages as well?  commonly web developers will use about:blank in their markup for <iframe> tags....


    Rob^_^

    Tuesday, February 5, 2013 12:59 AM
  • EDIT 4/12/2013

    Apparently the problem was an application so small I didn't even realize it was there. Our managers use Spector360 to monitor employees -

    I found that upon removal of the spector client this problem goes away.. I'll ask assistance from the correct place now

    Thanks for all the help!

    -Alex

    • Marked as answer by Alex Tester Friday, April 12, 2013 4:42 PM
    Friday, April 12, 2013 4:42 PM
  • Hi,


    Glad to hear this issue has been solved. Hope your experience will help other community members facing similar problems.


    Regards,


    Vincent Wang
    TechNet Community Support

    Monday, April 15, 2013 2:40 AM
    Moderator