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Windows 7: Explorer crashes when uninstall, Error: The instruction at 0x77beb7...

04 Jul 2014   #1
mojo333

Windows 7 (64 bit)
 
 
Explorer crashes when uninstall, Error: The instruction at 0x77beb7...

Explorer crashes when I either try to uninstall any program or move a file into a folder with administrative permissions, I believe these are corralent because they both require administrative permissions.

Error Message: "The instruction at 0x77beb707 referenced memory at 0x00000030. The memory could not be read.
Click Ok to terminate the program."
I've found absolutly nothing anywhere else so I made my own thread.




My System SpecsSystem Spec
.
05 Jul 2014   #2
koolkat77

Microsoft Community Contributor Award Recipient

Windows 10 Home 64Bit
 
 

Welcome to the forum.

MSINFO32:
  • Please go to Start and type in "msinfo32.exe" (without the quotes) and press Enter.
  • Save the report as an .nfo file, then zip up the .nfo file and upload/attach the .zip file with your next post.
  • Also, save a copy as a .txt file and include it also (it's much more difficult to read, but we have greater success in getting the info from it).
Run the System File Checker that scans the of all protected Windows 7 system files and replaces incorrect corrupted, changed/modified, or damaged versions with the correct versions if possible:
  • Click on the
  • Type CMD on Search
  • Left click and Run as Administrator
  • Type SFC /scannow
Full tutorial here:
My System SpecsSystem Spec
05 Jul 2014   #3
mojo333

Windows 7 (64 bit)
 
 

Quote   Quote: Originally Posted by koolkat77 View Post
Welcome to the forum.

MSINFO32:
  • Please go to Start and type in "msinfo32.exe" (without the quotes) and press Enter.
  • Save the report as an .nfo file, then zip up the .nfo file and upload/attach the .zip file with your next post.
  • Also, save a copy as a .txt file and include it also (it's much more difficult to read, but we have greater success in getting the info from it).
Run the System File Checker that scans the of all protected Windows 7 system files and replaces incorrect corrupted, changed/modified, or damaged versions with the correct versions if possible:
  • Click on the
  • Type CMD on Search
  • Left click and Run as Administrator
  • Type SFC /scannow
Full tutorial here:
Hello, Thank you for replying, I did as you said and I got these results in the MSINFO32:
*Results attached in Zip Folder*

I also used the SFC.exe scan command and I got the following message:


Because of this, I also included the CBS.log file into the ZIP Folder.
(Note: I had to go into safe mode to allow the file to be moved.)

Thank You for your help!


Attached Files
File Type: zip Computer Info.zip (437.5 KB, 5 views)
My System SpecsSystem Spec
.

05 Jul 2014   #4
NoelDP

Microsoft Community Contributor Award Recipient

Win 7 x64 Home Premium (and x86 VirtualBox VM)/Win10
 
 

The SFC scan shows the following problems...
Code:
 Line 33865: 2014-07-05 11:38:19, Info                  CSI    00000325 [SR] Repairing 3 components
 Line 33866: 2014-07-05 11:38:19, Info                  CSI    00000326 [SR] Beginning Verify and Repair transaction
 Line 33869: 2014-07-05 11:38:19, Info                  CSI    00000328 [SR] Cannot repair member file [l:22{11}]"comsvcs.dll" of Microsoft-Windows-COM-ComPlus-Runtime-QFE-CATSRVUT-COMSVCS, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 33872: 2014-07-05 11:38:19, Info                  CSI    0000032a [SR] Cannot repair member file [l:14{7}]"mmc.exe" of Microsoft-Windows-Microsoft-Management-Console, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
 Line 33875: 2014-07-05 11:38:19, Info                  CSI    0000032c [SR] Cannot repair member file [l:14{7}]"evr.dll" of Microsoft-Windows-EnhancedVideoRenderer, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
I'm not too surprised you have problems with these errors!

I'll post a fix protocol soon.
My System SpecsSystem Spec
05 Jul 2014   #5
NoelDP

Microsoft Community Contributor Award Recipient

Win 7 x64 Home Premium (and x86 VirtualBox VM)/Win10
 
 

I've uploaded a file - mj3aa.zip - to my OneDrive at Noel's OneDrive
Please download and save it.

Right-click on the saved file and select Extract all...
Change the target to C:\ and click on Extract
Close all windows (it would be a good idea to print these instructions!)

Now reboot to the Repair Environment - as soon as the machine restarts, start tapping F8 - this should bring up the Advanced Boot Menu, at the top of which should be the option 'Repair my Computer'
Pick that
You'll have to log in with your username and password.

Pick the option to use a Command Prompt
At the prompt type
DIR C:\mj3aa
hit the enter key - if you get a 'Not Found' error try
DIR D:\mj3aa
or
DIR E:\mj3aa



The drive letter in use when you find the folder will need to be substituted (for<drive>) into the following command...



XCOPY <drive>:\mj3aa <drive>:\windows\winsxs /y /i /s /v /h



(e.g. XCOPY P:\wfire P:\windows\winsxs /y /i /s /v /h )



run the command (it should take almost no time) and when the prompt returns, type
EXIT
and hit the Enter key to exit Command Prompt - reboot to Normal Mode Windows.

Now run SFC /SCANNOW in an Elevated Command Prompt
then reboot and upload the new CBS.log file to your reply
My System SpecsSystem Spec
06 Jul 2014   #6
mojo333

Windows 7 (64 bit)
 
 

Quote   Quote: Originally Posted by NoelDP View Post
I've uploaded a file - mj3aa.zip - to my OneDrive at Noel's OneDrive
Please download and save it.

Right-click on the saved file and select Extract all...
Change the target to C:\ and click on Extract
Close all windows (it would be a good idea to print these instructions!)

Now reboot to the Repair Environment - as soon as the machine restarts, start tapping F8 - this should bring up the Advanced Boot Menu, at the top of which should be the option 'Repair my Computer'
Pick that
You'll have to log in with your username and password.

Pick the option to use a Command Prompt
At the prompt type
DIR C:\mj3aa
hit the enter key - if you get a 'Not Found' error try
DIR D:\mj3aa
or
DIR E:\mj3aa



The drive letter in use when you find the folder will need to be substituted (for<drive>) into the following command...



XCOPY <drive>:\mj3aa <drive>:\windows\winsxs /y /i /s /v /h



(e.g. XCOPY P:\wfire P:\windows\winsxs /y /i /s /v /h )



run the command (it should take almost no time) and when the prompt returns, type
EXIT
and hit the Enter key to exit Command Prompt - reboot to Normal Mode Windows.

Now run SFC /SCANNOW in an Elevated Command Prompt
then reboot and upload the new CBS.log file to your reply
Hello, sorry for the late reply (I've been busy all day)

Unfortunately, I cannot use the command prompt there because I have a wireless keyboard and windows dosn't load the drivers for the keyboard, is there any other way to use a command prompt with significant permissions while I wait for a usb keyboard to arrive?

Many Thanks, Joseph
My System SpecsSystem Spec
06 Jul 2014   #7
NoelDP

Microsoft Community Contributor Award Recipient

Win 7 x64 Home Premium (and x86 VirtualBox VM)/Win10
 
 

Yeurgh! - a wireless Keyboard should still work, I thought? Is Legacy USB enabled in the BIOS?
My System SpecsSystem Spec
06 Jul 2014   #8
mojo333

Windows 7 (64 bit)
 
 

Quote   Quote: Originally Posted by NoelDP View Post
Yeurgh! - a wireless Keyboard should still work, I thought? Is Legacy USB enabled in the BIOS?
Hmm, well I don't remember enabling it at any point so I guess not, I'll give you an update in a few hours if I get any results.
Thanks for your help again.
My System SpecsSystem Spec
08 Jul 2014   #9
mojo333

Windows 7 (64 bit)
 
 

So after having gone through the bios and changing what I could find, in the end I borrowed a keyboard off someone else and it worked fine. I ran the command and now the issues seem to have gone away, the sfc scan also detected nothing.



Again thank you for your help in telling me how to and fixing the errors on my computer.
My System SpecsSystem Spec
08 Jul 2014   #10
NoelDP

Microsoft Community Contributor Award Recipient

Win 7 x64 Home Premium (and x86 VirtualBox VM)/Win10
 
 

Good! that means that the file changes worked properly


How is Explorer working now?
My System SpecsSystem Spec
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 Explorer crashes when uninstall, Error: The instruction at 0x77beb7...




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