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Windows 7: Explorer.exe keeps crashing when working in excel, word or Outlook

18 Feb 2014   #1
Tapsee

Microsoft Windows 7 Professional 32-bits 7601 Multiprocessor Free Service Pack 1
 
 
Explorer.exe keeps crashing when working in excel, word or Outlook

Dear,

We have several users that are working on a Windows 7 computer but they are reporting that explorer.exe is crashing 4 a 5 times a day. I have made a dump file with the tutorial of capt. jack sparrow hope you guys could help me finding why explorer.exe is crashing.

I tested the following thing:
- SFC /SCANNOW did not resolved the problem
- New Windows Profile did not resolved the problem
- Updated explorer.exe to version 6.1.7601.17567 did not resolved the problem
- I downloaded the register file from andre ziegeler and i have dump file.

Thnx !


My System SpecsSystem Spec
.
20 Feb 2014   #2
Arc

Microsoft Community Contributor Award Recipient

Microsoft Windows 10 Pro Insider Preview 64-bit
 
 

My System SpecsSystem Spec
20 Feb 2014   #3
Tapsee

Microsoft Windows 7 Professional 32-bits 7601 Multiprocessor Free Service Pack 1
 
 

Dear Arc,

I have followed this article and none of the options resolved the problem. I imported the registry file from andre ziegler and the pc where explorer.exe crashes made a dump file. I posted the dump file maybe you guys could help me and point me to the problem.

Thnx!

Regards Tapsee
My System SpecsSystem Spec
.

20 Feb 2014   #4
Arc

Microsoft Community Contributor Award Recipient

Microsoft Windows 10 Pro Insider Preview 64-bit
 
 

Code:
Microsoft (R) Windows Debugger Version 6.3.9600.16384 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\Arch\Desktop\explorer.exe.2876.dmp]
User Mini Dump File: Only registers, stack and portions of memory are available


************* Symbol Path validation summary **************
Response                         Time (ms)     Location
Deferred                                       SRV*c:\symbols*http://msdl.microsoft.com/download/symbols
Symbol search path is: SRV*c:\symbols*http://msdl.microsoft.com/download/symbols
Executable search path is: 
Windows 7 Version 7601 (Service Pack 1) MP (2 procs) Free x86 compatible
Product: WinNt, suite: SingleUserTS
Machine Name:
Debug session time: Tue Feb 18 14:33:33.000 2014 (UTC + 5:30)
System Uptime: not available
Process Uptime: 0 days 0:04:20.000
................................................................
................................................................
................................................................
.............................
Loading unloaded module list
...................................
This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(b3c.134): Unknown exception - code c015000f (first/second chance not available)
eax=00000000 ebx=00000000 ecx=00000400 edx=00000000 esi=01ef0000 edi=00000b3c
eip=775970f4 esp=0358b900 ebp=0358b984 iopl=0         nv up ei pl nz na po nc
cs=001b  ss=0023  ds=0023  es=0023  fs=003b  gs=0000             efl=00000202
ntdll!KiFastSystemCallRet:
775970f4 c3              ret

0:016> !error c015000f
Error code: (NTSTATUS) 0xc015000f (3222601743) - The activation context being deactivated is not the most recently activated one.
I see if anyone else can help with it.
My System SpecsSystem Spec
20 Feb 2014   #5
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

please update your System specs, see: System Specs (see How to - System Specs).

Are these machines upgraded from XP or clean Win7 installations?

Make sure Windows Update is up-to-date, run it manually to check for any offers that are pending

Try booting with the Last Known Good Configuration
My System SpecsSystem Spec
21 Feb 2014   #6
Tapsee

Microsoft Windows 7 Professional 32-bits 7601 Multiprocessor Free Service Pack 1
 
 

I updated my system specs and the machine is a clean install of windows 7. Windows is up to date and i tried to boot in the last known good configuration but no luck.
My System SpecsSystem Spec
21 Feb 2014   #7
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

Thanks for updating your specs.

What versions of Office and Outlook are you running?

This tool will provide a lot of background information so members don't have to ask so many questions.
SF Diagnostic Tool - Using for Troubleshooting

Collect the information on a machine that is experiencing the issue.

Thanks,

Bill
.
My System SpecsSystem Spec
23 Feb 2014   #8
Tapsee

Microsoft Windows 7 Professional 32-bits 7601 Multiprocessor Free Service Pack 1
 
 

Hello Bill,

Here by the output from the SF Diagnostics Tools

Thnx !
My System SpecsSystem Spec
23 Feb 2014   #9
Slartybart

x64 (6.3.9600) Win8.1 Pro & soon dual boot x64 (6.1.7601) Win7_SP1 HomePrem
 
 

Thanks, I took a look and unfortunately I don't read the language. I did see some things...

System information (msinfo)
-> Windows update has been having trouble since around 30-12-2013
-> there are a few drivers not installed (PCI kb, wireless mouse, and something else) - this might be intentional though.

Is it possible for you to set language to English, rerun the SF diagnostic tool and then set language back to your native tongue?

This will help immensely.

Thanks.
My System SpecsSystem Spec
25 Feb 2014   #10
Tapsee

Microsoft Windows 7 Professional 32-bits 7601 Multiprocessor Free Service Pack 1
 
 

Bill i did not have time to set the computer to the English language. I hope i can do this on thursday, meanwhile i wil find or update the drivers. By the way could read sometinh from the dump file that ARC had posted?
My System SpecsSystem Spec
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 Explorer.exe keeps crashing when working in excel, word or Outlook




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