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Windows Explorer crashes radomly


Best Answer phillpower2 , 07 June 2015 - 04:49 PM

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#1
jds63

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This issue has been happening for quite sometime, explorer crashes for few seconds then screen and icons come back, just shows the color of my start menu background.
About month ago i did a clean install of Windows 8.1 Pro because of another issue, i recall then seeing this issue but not as much as now. So feeling should not be due to corrupt windows files. This crash happens at least few times each day. No Blue Screen or error message, just exactly as described.
So far i have tried :
System File checker, no integrity violations
Dism restore health
reinstalling Graphics drivers, also have newest ones.
Updating all other software and if any device drivers were available
disable addons in Firefox and Internet Explorer

scanned for viruses with Malwarebytes, norton internet security (on my system) and Windows Malicious Removal Tool.

I thought it seemed to happen more so when using Firefox, but occurred without it being used. I can not pinpoint something that i am using (program) that could be causing this, but i notice sometimes when i left or right click i will see the blue busy circle spinning for few seconds, then explorer will crash.

In Event viewer the constant faulting module path seems to mostly be C:\Windows\system32\DEVRTL.dll
I used Windows Debugger but can not really understand it well. Few other Faulting module paths listed, all microsoft.
Other things i did not try was to disable all context menus except Microsoft ones, as this seems be a common issue for explorer to crash.

Here is one Event log

Log Name: Application
Source: Application Error
Date: 4/7/2015 3:10:46 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: DS
Description:
Faulting application name: Explorer.EXE, version: 6.3.9600.17667, time stamp: 0x54c6f7c2
Faulting module name: DEVRTL.dll, version: 6.3.9600.17415, time stamp: 0x5450429b
Exception code: 0xc0000005
Fault offset: 0x0000000000001475
Faulting process id: 0xbe0
Faulting application start time: 0x01d07164bbf896ca
Faulting application path: C:\Windows\Explorer.EXE
Faulting module path: C:\Windows\system32\DEVRTL.dll
Report Id: cb422694-dd59-11e4-829b-fcaa1429fd76
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.micro.../events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2015-04-07T19:10:46.000000000Z" />
<EventRecordID>11182</EventRecordID>
<Channel>Application</Channel>
<Computer>DS</Computer>
<Security />
</System>
<EventData>
<Data>Explorer.EXE</Data>
<Data>6.3.9600.17667</Data>
<Data>54c6f7c2</Data>
<Data>DEVRTL.dll</Data>
<Data>6.3.9600.17415</Data>
<Data>5450429b</Data>
<Data>c0000005</Data>
<Data>0000000000001475</Data>
<Data>be0</Data>
<Data>01d07164bbf896ca</Data>
<Data>C:\Windows\Explorer.EXE</Data>
<Data>C:\Windows\system32\DEVRTL.dll</Data>
<Data>cb422694-dd59-11e4-829b-fcaa1429fd76</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

 

Tried most everything except disabling context menus, except microsoft ones, which seems to be one of the most common causes of this kind of crash.

Attached a Windows Debugger log

Attached Files

  • Attached File  log.txt   11.82KB   381 downloads

Edited by jds63, 07 April 2015 - 02:48 PM.

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#2
jds63

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Just received another crash, but this time was due to a shell extension, as said common cause of crashes in windows explorer, not compatible possibly.

Try disabling all, except microsoft ones.

 

Log Name:      Application
Source:        Application Error
Date:          4/7/2015 3:27:46 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      DS
Description:
Faulting application name: explorer.exe, version: 6.3.9600.17667, time stamp: 0x54c6f7c2
Faulting module name: NeroShellExt.dll, version: 16.0.21.0, time stamp: 0x545b9513
Exception code: 0xc0000005
Fault offset: 0x00000000000393dc
Faulting process id: 0x13cc
Faulting application start time: 0x01d071684fe716e7
Faulting application path: C:\Windows\explorer.exe
Faulting module path: C:\Program Files (x86)\Common Files\Nero\NeroShellExt\x64\NeroShellExt.dll
Report Id: 2aa67a49-dd5c-11e4-829b-fcaa1429fd76
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.micro.../events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-04-07T19:27:46.000000000Z" />
    <EventRecordID>11210</EventRecordID>
    <Channel>Application</Channel>
    <Computer>DS</Computer>
    <Security />
  </System>
  <EventData>
    <Data>explorer.exe</Data>
    <Data>6.3.9600.17667</Data>
    <Data>54c6f7c2</Data>
    <Data>NeroShellExt.dll</Data>
    <Data>16.0.21.0</Data>
    <Data>545b9513</Data>
    <Data>c0000005</Data>
    <Data>00000000000393dc</Data>
    <Data>13cc</Data>
    <Data>01d071684fe716e7</Data>
    <Data>C:\Windows\explorer.exe</Data>
    <Data>C:\Program Files (x86)\Common Files\Nero\NeroShellExt\x64\NeroShellExt.dll</Data>
    <Data>2aa67a49-dd5c-11e4-829b-fcaa1429fd76</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>


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#3
Aura

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Hi jds63 :)

I'm not sure that I'll be able to solve your issue, but I can give it a try since I might have an idea of what's wrong. But first, I need more information on the system.

3Al62Pm.pngMiniToolBox
  • Download MiniToolBox and move the executable file to your Desktop;
  • Execute MiniToolBox and check the following options:
    • List Installed Programs;
    • List Last 10 Event Viewer Errors;
    • List Devices - Only Problems;
    • List Users, Partitions and Memory size;
      wNeKMCX.png
  • Once this is done, click on Go and wait for the scan to complete;
  • Once the scan is complete, a log will open. Please copy/paste the content of the output log in your next reply;

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#4
jds63

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Thank you Aura, I appreciate it, as even posted in another forum and have had no answers. This has had me stumped so far did a lot of research on it. Seems does not happen a lot, sometimes few times a day, sometimes once.

See one in there for yesterday 4/8/15, nothing today yet for explorer crash, but as you will see always many event viewer warnings an erros some i also questioned with no answer to on other forums if related to this one.

 

Attached text from mini toolbar below

Attached Files


Edited by jds63, 09 April 2015 - 12:16 PM.

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#5
Aura

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Can you configure a clean boot like instructed in the link below, and see if Windows Explorer keep on crashing in that mode?

https://support.micr...us/kb/929135/en

Also where did you get the DVD, .iso to reinstall Windows?
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#6
jds63

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Can you configure a clean boot like instructed in the link below, and see if Windows Explorer keep on crashing in that mode?

https://support.micr...us/kb/929135/en

Also where did you get the DVD, .iso to reinstall Windows?

Originally this system came with Windows 8.1 64bit had a different drive also. I replaced the drive with a SSD then bought Windows 8.1 Pro 64bit.

Yeah, i have come across this way of checking, never tried it. Thing is does not happen often enough, so far today 1 time in 5 hours of it being on.

 

So hopefully it does it on clean boot does not have me watching it for hours. Tendency to seem to do it with Mozilla Firefox open although seen it do it once without it open.

 

Still not sure when doing this clean boot, how do i determine which process running is causing the issue if it does not do it. One by one ?


Edited by jds63, 09 April 2015 - 03:55 PM.

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#7
Aura

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You'll have to enable them one by one, yes. It's a long process I know, but that's how this mode is used. Sorry for the late reply, I didn't notice your edit.
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#8
jds63

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You'll have to enable them one by one, yes. It's a long process I know, but that's how this mode is used. Sorry for the late reply, I didn't notice your edit.

It's o.k. doing my research to, i appreciate the help. I know will be a tedious process since in this mode not be able to do much, system will likely be unstable. In another forum a Microsoft MVP felt since this did occur after a reinstall i did not to long ago, it could be hardware failure related. I feel it is not, even though i did a reinstall i have the exact same software and drivers on system, plus even though this can happen some hardware being faulty it is all new stuff. Before was not as often, even though now one or a few times a day it does. a link to that post in other forum if you wish to see it http://www.eightforu...es-radomly.html

 

He has made me try to do diagnostic test on some hardware, my first thought was GPU and maybe it's drivers ( see in my profiles system specs). So wanted me to first do a HDD diagnostics, but again new drives, both SSD's not mant tools out there for them they a 2 crucials. Tests for these are mostly life expectandcy, SMART and read and write tests . Do not do chkdsk on a SSD. Tried read and write, they are fine along with SMART.

 

Also used FurMark ran it as he wanted for about 15 min. system was stable, GPU temps never went higher then 75c. Soon as i stopped test went down to 53c then 37 within a minute or less, good cooling, works well, no errors.

Another was Prime95 can be long test.

 

Have AIDA64 Engineer has a couple of benchmark test, not as intense as some others, but all was good.

 

Truthfully i believe it is a driver or software issue, possibly the trackball software and combination of Windows 8.1 updates overtime. Had system for awhile with pretty much same stuff on it. Seem to happen few times with mouse clicks, as said cirlce spin for few seconds and explorer crashes always same DLL (Devrtl.dll).

 

Seems why try to use Windows debugger when nobody else seems to be able to read it, especially this MVP from microsoft on another forum. Keep plugging away, i am determined to find out when i can i will do clean boot or even trying uninstall certain software, namely try logitech trackball. All in all system runs good, no other issues at all, fast and performs well. TY Again. 


Edited by jds63, 11 April 2015 - 01:38 PM.

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#9
Aura

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Also, you could try reinstalling Nero, since it's Context Shell Menu seems to make Windows Explorer crashes. You can manage those using ShellExView.

http://www.nirsoft.n...s/shexview.html
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#10
jds63

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Also, you could try reinstalling Nero, since it's Context Shell Menu seems to make Windows Explorer crashes. You can manage those using ShellExView.

http://www.nirsoft.n...s/shexview.html

Yes i have seen this program mentioned on my research of these crashes having to do with Shell Extensions, friend here mentioned same when he knew about Nero Shell extension causing me an error. Worth a try, but only came up once,the Nero error and never again

 

What i was recently starting to notice is that it seems to happen at the beginning more when i first boot up and  i am on the Desktop screen of Windows 8.1, within first few minutes if i do anything it happens, cursor circle goes for a while then it crashes. Maybe once or more, then mostly go for hours without it happening again. Now this is lately this has been happening this way, occasionally it will happen once hours later, but not lately it has not, strange i tell you.

 

Could well be a loading program or driver issues or shell extensions. If going to make an Event Viewer let you know what crashed, should let you know what caused the crash with all upgrades to new OS's these days we are always in dark having to pull our hair out figuring it out, then using a debugger when it seems it still leaves us mostly with not much more to go by. ( just venting, quite ridiculous) Microsoft Support techs overllook it  at first and tell you to go elsewhere on systems. Not intended against you Aura,ty for help

 

You know this crash is very common with this DLL, Devrtl.dll all over internet, one always shows for me now.

 

I have CCleaner and it does have function of disabling context menus, not sure has all of them listed, may have to try Nirsoft's.

Question, does it work well with Windows 8.1 64bit ? Not listed on site.


Edited by jds63, 12 April 2015 - 02:05 PM.

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#11
jds63

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Can you configure a clean boot like instructed in the link below, and see if Windows Explorer keep on crashing in that mode?

https://support.micr...us/kb/929135/en

Also where did you get the DVD, .iso to reinstall Windows?

I was rethinking this option, using this process will disable all services except microsoft ones plus disable all startups. Looking at my services.msc, as look through the list i find about 9 services not related to Microsoft or windows.

Would it be the same to just disable these invidual services in services.msc ?

 

List follows:

 

Adobe Reader update service

Epson Scanner Service

Gigabyte Adjust (App center utility)

Creative Audio Service

LEDCtrl  (Gigabyte Ambient light)

Malwarebytes free

Norton Internet Security

NVIDIA Display Driver Service

Sound Blaster Audio Service

 

Startup all is disabled except:

 

EvtMgr6    Logitech, Inc.    All users    C:\Program Files\Logitech\SetPointP\SetPoint.exe /launchGaming

HKLM:RunOnce    EasyTune    GIGA-BYTE TECHNOLOGY CO., LTD.    All users    C:\Program Files (x86)\Gigabyte\EasyTune\etro.exe
HKLM:RunOnce    PreRun        All users    C:\Program Files (x86)\Gigabyte\AppCenter\PreRun.exe
HKLM:RunOnce    SIV    GIGA-BYTE TECHNOLOGY CO., LTD.    All users    C:\Program Files (x86)\Gigabyte\SIV\sivro.exe
 

Not sure why Logitech shows as launchgaming at the end as i am pretty sure unchecked in it's settings, but believe this is a important startup for the trackball i use, not to disable.

Also believe between Task Manager and CCleaner does not show all startups.

 

Just some thoughts and ideas on other ways to approach this .


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#12
Aura

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I didn't try the Shell Menu management option of CCleaner under Windows 8.1, so I can't say. But I know that CCleaner is Windows 8/8.1 compatible as I've used it. You could disable every third-party Shell Extensions and go from there, then see if the issue occurs again. And yes, disabling these services manually in services.msc will give the same result as disabling them in msconfig.
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#13
jds63

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CCleaner is o.k. program for free, context menu tab in it is possibly not showing everything. Even find does not remove all traces when cleaning that it claims to do. Seem to still like it in ways.

Taking a look at Nirsoft, downloaded it, see if i use this instead and will let you know.

 

Yeah, i thought about this clean boot process, telling you to disable everything hide microsoft processes. Thought well let me look through the list see what it leaves me to disable. Could even be a microsoft process doing this as like even in my debug log it shows no other files but microsoft dll's unless in fact that only means that those files are affected by something else.

 

As your saying i could set those processes to manual, may get more erros as some are neede to start like NVIDIA and Audio service. Also Norton., others probably no error issues to do this.

 

So far i disabled 2 items, Nero shell i saw in CCleaner and startup item Logitech download Assistant ( this one was disabled in task manager, but you need to do it in the software itself) yesterday. Today so far no crash at all yet............6hrs running........Only one yeserday before these 2 were disabled.

 

We'll see, i will work on shell extensions and those processes as i believe may be the culprits. Either one of those or a driver or software conflict.

 

As need to go at this one thing at a time, if try to do too many things will not know which is causing it (obviously).

Update: New NVIDIA driver today for Graphics card, but they put them out so fast lately. As some research thought it can be related to graphics card, because i had a few Event Viewer erros from , ntdll .


Edited by jds63, 13 April 2015 - 06:51 PM.

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#14
jds63

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I do not know for sure if this solved the issue, but since disabling a Nero Extension with CCleaner i have not had a crash since april 12 at 2:52pm had PC  on for many hours after on this day. Also  yesterday 13th and today no crashes at all.

 

I had updated the NVIDIA Driver yesterday the 13th and today few Windows updates and a bunch of Microsoft office 2013 updates 28 altogether. Fingers crossed i found it, after awhile i'll try to renable this extension to then know for sure.

 

The other forum i have this posted in to, after having me do the hardware diagnostics, they asked me to run these DISM commands, which i ran the main restore health command a few times before with no change to the crashing. Did it again. Also said SFC, but no corrupt files found.

 

 

Microsoft Windows [Version 6.3.9600]
© 2013 Microsoft Corporation. All rights reserved.

C:\Windows\system32>Dism /Online /Cleanup-Image /ScanHealth

Deployment Image Servicing and Management tool
Version: 6.3.9600.17031

Image Version: 6.3.9600.17031

[==========================100.0%==========================]
No component store corruption detected.
The operation completed successfully.

C:\Windows\system32>Dism /Online /Cleanup-Image /CheckHealth

Deployment Image Servicing and Management tool
Version: 6.3.9600.17031

Image Version: 6.3.9600.17031

No component store corruption detected.
The operation completed successfully.

C:\Windows\system32>Dism /Online /Cleanup-Image /RestoreHealth

Deployment Image Servicing and Management tool
Version: 6.3.9600.17031

Image Version: 6.3.9600.17031

[==========================100.0%==========================]
The restore operation completed successfully. The component store corruption was
repaired.
The operation completed successfully.

 

 

 

Time again will tell........


Edited by jds63, 14 April 2015 - 07:50 PM.

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#15
Aura

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The other forum i have this posted in to, after having me do the hardware diagnostics, they asked me to run these DISM commands, which i ran the main restore health command a few times before with no change to the crashing. Did it again. Also said SFC, but no corrupt files found.


Can I have the link to that thread on the other forum? It's really hard to assist users if they cross-post their issues throught multiple forums, since we won't know sometimes if something is tried or if you're following the instructions of one helper, and we give opposite instructions.
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