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Windows 7: explorer.exe crashes Windows 7 Professional

21 Sep 2010   #1

Windows 7 Professional 32-bit
explorer.exe crashes Windows 7 Professional

We are seeing explorer.exe crashes on 3 PC's right now...all 3 are Dell OptiPlex 755's running Windows 7 Professional 32-bit. I have attached the dump file that was created using the registry program that was provided in this post. We have already tried sfc /scannow, chkdsk and virus scans. Thanks for the help.


My System SpecsSystem Spec
21 Sep 2010   #2

Windows 7 x86/x64, Server 2008r2, Web Server 2008

I see that the default on those machines are Windows Vista. I am assuming that you purchased Win 7 and did a clean install?
My System SpecsSystem Spec
21 Sep 2010   #3

Windows 7 Professional 32-bit

Correct....we actaully used Windows XP Professional originally.....then we created a Windows 7 master and transferred data back over to the new Windows 7 hard drives
My System SpecsSystem Spec

21 Sep 2010   #4

Windows 7 x86/x64, Server 2008r2, Web Server 2008

What anti virus program are you using?

PS please fill out your system info
My System SpecsSystem Spec
21 Sep 2010   #5

Windows 7 Professional 32-bit

SEP (Symantec Endpoint Protection 11.0.6005.562). System Specs to follow....
My System SpecsSystem Spec
21 Sep 2010   #6

Windows 7 x86/x64, Server 2008r2, Web Server 2008

Does it crash or just fail to load?
My System SpecsSystem Spec
21 Sep 2010   #7
Capt.Jack Sparrow

Windows 7 Ultimate - 64-bit | Windows 8 Pro - 64-bit

Hello and Welcome !

Seems like SnacNp.dll i.e. SNAC Network Provider which belongs to Symantec is causing the explorer to crash. I would recommend to uninstall it. Then run SFC /SCANNOW Command - System File Checker


Loading Dump File [C:\DOCUME~1\Owner\LOCALS~1\Temp\Rar$DI00.593\explorer.exe.2152.dmp]
User Mini Dump File: Only registers, stack and portions of memory are available

Symbol search path is: SRV*C:\Symbols*
Executable search path is: 
Windows 7 Version 7600 MP (2 procs) Free x86 compatible
Product: WinNt, suite: SingleUserTS
Machine Name:
Debug session time: Tue Sep 21 20:40:50.000 2010 (GMT+5)
System Uptime: not available
Process Uptime: 0 days 0:22:55.000
Loading unloaded module list
This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(868.aac): Access violation - code c0000005 (first/second chance not available)
eax=00000000 ebx=0441efc4 ecx=00000400 edx=00000000 esi=00000002 edi=00000000
eip=771f64f4 esp=0441ef74 ebp=0441f010 iopl=0         nv up ei pl zr na pe nc
cs=001b  ss=0023  ds=0023  es=0023  fs=003b  gs=0000             efl=00000246
Unable to load image C:\Windows\System32\ntdll.dll, Win32 error 0n2
*** WARNING: Unable to verify timestamp for ntdll.dll
771f64f4 c3              ret
0:013> kv
ChildEBP RetAddr  Args to Child              
0441ef70 771f5e6c 75496872 00000002 0441efc4 ntdll!KiFastSystemCallRet (FPO: [0,0,0])
0441ef74 75496872 00000002 0441efc4 00000001 ntdll!NtWaitForMultipleObjects+0xc (FPO: [5,0,0])
0441f010 7734f14a 0441efc4 0441f038 00000000 KERNELBASE!WaitForMultipleObjectsEx+0x100 (FPO: [SEH])
0441f058 7734f2c2 00000002 7ffd9000 00000000 kernel32!WaitForMultipleObjectsExImplementation+0xe0 (FPO: [5,8,4])
0441f074 77362f1d 00000002 0441f0a8 00000000 kernel32!WaitForMultipleObjects+0x18 (FPO: [4,0,0])
0441f0e0 77362fba 0441f1c0 00000001 00000001 kernel32!WerpReportFaultInternal+0x186 (FPO: [SEH])
0441f0f4 77362d48 0441f1c0 00000001 0441f190 kernel32!WerpReportFault+0x70 (FPO: [2,0,4])
0441f104 77362cc7 0441f1c0 00000001 c314f428 kernel32!BasepReportFault+0x20 (FPO: [2,0,0])
0441f190 77225af4 00000000 771cd964 00000000 kernel32!UnhandledExceptionFilter+0x1af (FPO: [SEH])
0441f248 7735083f 7588538c 002ddbb8 00000000 ntdll!__RtlUserThreadStart+0x62 (FPO: [SEH])
0441f8f4 7720b468 760645e9 0207f8d0 00000000 kernel32!SortCompareString+0x1c9 (FPO: [8,37,0])
0441f90c 00000000 760645e9 0207f8d0 00000000 ntdll!_RtlUserThreadStart+0x1b (FPO: [2,2,0])
Verbose mode ON.
0:013> lm
start    end        module name
009c0000 00c41000   explorer   (deferred)             
60f80000 60f86000   SnacNp     (deferred)             
643c0000 6453e000   tquery     (deferred)             
66220000 66245000   cscobj     (deferred)             
68680000 68714000   msftedit   (deferred)             
6a530000 6a546000   thumbcache   (deferred)             
6c150000 6c169000   WcnApi     (deferred)             
6c1b0000 6c1c7000   fdWCN      (deferred)             
6c1d0000 6c1da000   fdProxy    (deferred)             
6c200000 6c25c000   StructuredQuery   (deferred)             
6c890000 6c8a6000   davclnt    (deferred)             
6c8b0000 6c8c4000   ntlanman   (deferred)             
6cb90000 6d60e000   ieframe    (deferred)             
6d610000 6d7a8000   NetworkExplorer   (deferred)             
6dd90000 6dd98000   davhlpr    (deferred)             
6dda0000 6dda8000   drprov     (deferred)             
6ddb0000 6de08000   tiptsf     (deferred)             
6deb0000 6deec000   oleacc     (deferred)             
6def0000 6df1a000   msls31     (deferred)             
6dfc0000 6dfc9000   linkinfo   (deferred)             
6e2a0000 6e40f000   EXPLORERFRAME   (deferred)             
6e420000 6e44e000   shdocvw    (deferred)             
6e4b0000 6e4fe000   actxprxy   (deferred)             
6e6e0000 6e74f000   ntshrui    (deferred)             
6e750000 6e7ba000   cscui      (deferred)             
6e7c0000 6e7f1000   EhStorShell   (deferred)             
6e880000 6e886000   IconCodecService   (deferred)             
6e890000 6e899000   cscdll     (deferred)             
6fe30000 6fe3d000   dfscli     (deferred)             
70380000 70389000   fdWNet     (deferred)             
704c0000 704cd000   browcli    (deferred)             
70530000 7053b000   cscapi     (deferred)             
70640000 7066b000   fundisc    (deferred)             
709b0000 70b07000   msxml6     (deferred)             
715a0000 715a8000   npmproxy   (deferred)             
71800000 7180f000   wbemsvc    (deferred)             
71a00000 71a0a000   wbemprox   (deferred)             
71a10000 71aa6000   fastprox   (deferred)             
71ae0000 71b3c000   wbemcomn   (deferred)             
71cb0000 71cb7000   msiltcfg   (deferred)             
71d40000 71d4d000   sfc_os     (deferred)             
71d50000 71d53000   sfc        (deferred)             
71e80000 71e98000   ntdsapi    (deferred)             
71f50000 71f62000   mpr        (deferred)             
722f0000 722f6000   rasadhlp   (deferred)             
72a60000 72a6d000   dhcpcsvc6   (deferred)             
72bb0000 72df0000   msi        (deferred)             
73450000 73462000   dhcpcsvc   (deferred)             
73470000 73477000   midimap    (deferred)             
73480000 73494000   msacm32_73480000   (deferred)             
734e0000 734e8000   msacm32    (deferred)             
734f0000 73526000   AudioSes   (deferred)             
73670000 7367f000   wkscli     (deferred)             
736b0000 736b7000   winnsi     (deferred)             
73720000 7373c000   IPHLPAPI   (deferred)             
73740000 7374b000   dtsh       (deferred)             
73750000 7375d000   NetworkItemFactory   (deferred)             
73760000 7378b000   ieproxy    (deferred)             
737e0000 737e4000   ksuser     (deferred)             
737f0000 73820000   wdmaud     (deferred)             
739a0000 739aa000   slc        (deferred)             
739c0000 739d4000   atl        (deferred)             
73b90000 73bc2000   winmm      (deferred)             
73bd0000 73ccb000   WindowsCodecs   (deferred)             
73cd0000 73cff000   xmllite    (deferred)             
73d00000 73d13000   dwmapi     (deferred)             
73d70000 73d9f000   duser      (deferred)             
73da0000 73e52000   dui70      (deferred)             
73e60000 73f55000   propsys    (deferred)             
73f60000 73f67000   avrt       (deferred)             
73f90000 73fc9000   MMDevAPI   (deferred)             
73fd0000 73ff5000   powrprof   (deferred)             
74190000 74320000   GdiPlus    (deferred)             
74320000 74360000   uxtheme    (deferred)             
74360000 744fe000   comctl32   (deferred)             
747c0000 747e1000   ntmarta    (deferred)             
747f0000 747f9000   version    (deferred)             
74800000 74876000   FirewallAPI   (deferred)             
74950000 74967000   userenv    (deferred)             
74b10000 74b19000   netutils   (deferred)             
74b20000 74b5b000   rsaenh     (deferred)             
74c00000 74c44000   dnsapi     (deferred)             
74d40000 74d7c000   mswsock    (deferred)             
74d80000 74d96000   cryptsp    (deferred)             
75120000 75139000   srvcli     (deferred)             
751a0000 751a8000   secur32    (deferred)             
751e0000 751fa000   sspicli    (deferred)             
75200000 7524b000   apphelp    (deferred)             
75250000 7525c000   CRYPTBASE   (deferred)             
75260000 752bf000   sxs        (deferred)             
752c0000 752ce000   RpcRtRemote   (deferred)             
752d0000 752f9000   winsta     (deferred)             
75300000 7530b000   profapi    (deferred)             
75370000 7537c000   msasn1     (deferred)             
75380000 753a7000   cfgmgr32   (deferred)             
75470000 75482000   devobj     (deferred)             
75490000 754da000   KERNELBASE   (pdb symbols)          c:\symbols\kernelbase.pdb\59D5EEBCB6B044C7A1572DAE49752E1D2\kernelbase.pdb
754e0000 755fc000   crypt32    (deferred)             
75600000 756a0000   advapi32   (deferred)             
756b0000 75751000   rpcrt4     (deferred)             
75760000 7576a000   lpk        (deferred)             
75770000 7583c000   msctf      (deferred)             
75840000 75846000   nsi        (deferred)             
75850000 7586f000   imm32      (deferred)             
75870000 759cc000   ole32      (deferred)             
759d0000 75a05000   ws2_32     (deferred)             
75a10000 75b45000   urlmon     (deferred)             
75b50000 75b95000   Wldap32    (deferred)             
75c00000 75cc9000   user32     (deferred)             
75cd0000 75d1e000   gdi32      (deferred)             
75d20000 75f19000   iertutil   (deferred)             
75fa0000 7604c000   msvcrt     (deferred)             
76050000 760a7000   shlwapi    (deferred)             
760b0000 7614d000   usp10      (deferred)             
76150000 762ed000   setupapi   (deferred)             
763f0000 76409000   sechost    (deferred)             
76440000 77089000   shell32    (deferred)             
77090000 7711f000   oleaut32   (deferred)             
77120000 771a3000   clbcatq    (deferred)             
771b0000 772ec000   ntdll    T (pdb symbols)          c:\symbols\ntdll.pdb\8F28FABF69C045F193E62056E642DF5C2\ntdll.pdb
772f0000 772f5000   psapi      (deferred)             
77300000 773d4000   kernel32   (pdb symbols)          c:\symbols\kernel32.pdb\6B90C1FC3A7C441F8D5BD45B632D428F2\kernel32.pdb
78800000 7895c000   msxml5     (deferred)             

Unloaded modules:
72a80000 72ab8000   fwpuclnt.dll
74880000 74885000   wshtcpip.dll
74d30000 74d36000   wship6.dll
702e0000 7037f000   SearchFolder.dll
73260000 732fb000   MSVCR80.dll
5bec0000 5bfb2000   msoshext.dll
71070000 710d0000   wer.dll 
6d7b0000 6da28000   gameux.dll
73260000 732fb000   MSVCR80.dll
73160000 731e7000   MSVCP80.dll
5c130000 5c184000   AcroIEFavClient.dll
73cd0000 73cff000   xmllite.dll
0:013> CHKIMG_EXTENSION: !chkimg -lo 50 -d !explorer
Loading symbols for 009c0000     explorer.exe ->   explorer.exe
*** WARNING: Unable to verify timestamp for explorer.exe
Loading symbols for 60f80000       SnacNp.dll ->   SnacNp.dll
*** WARNING: Unable to verify timestamp for SnacNp.dll
*** ERROR: Module load completed but symbols could not be loaded for SnacNp.dll
Loading symbols for 643c0000       tquery.dll ->   tquery.dll
Loading symbols for 66220000       cscobj.dll ->   cscobj.dll
Loading symbols for 68680000     msftedit.dll ->   msftedit.dll
Loading symbols for 6a530000   thumbcache.dll ->   thumbcache.dll
Loading symbols for 6c150000       WcnApi.dll ->   WcnApi.dll
Loading symbols for 6c1b0000        fdWCN.dll ->   fdWCN.dll
Loading symbols for 6c1d0000      fdProxy.dll ->   fdProxy.dll
Loading symbols for 6c200000 StructuredQuery.dll ->   StructuredQuery.dll
Loading symbols for 6c890000      davclnt.dll ->   davclnt.dll
Loading symbols for 6c8b0000     ntlanman.dll ->   ntlanman.dll
Loading symbols for 6cb90000      ieframe.dll ->   ieframe.dll
Loading symbols for 6d610000 NetworkExplorer.dll ->   NetworkExplorer.dll
Loading symbols for 6dd90000      davhlpr.dll ->   davhlpr.dll
Loading symbols for 6dda0000       drprov.dll ->   drprov.dll
Loading symbols for 6ddb0000       tiptsf.dll ->   tiptsf.dll
Loading symbols for 6deb0000       oleacc.dll ->   oleacc.dll
Loading symbols for 6def0000       msls31.dll ->   msls31.dll
Loading symbols for 6dfc0000     linkinfo.dll ->   linkinfo.dll
Loading symbols for 6e2a0000 EXPLORERFRAME.dll ->   EXPLORERFRAME.dll
Loading symbols for 6e420000      shdocvw.dll ->   shdocvw.dll
Loading symbols for 6e4b0000     actxprxy.dll ->   actxprxy.dll
Loading symbols for 6e6e0000      ntshrui.dll ->   ntshrui.dll
Loading symbols for 6e750000        cscui.dll ->   cscui.dll
Loading symbols for 6e7c0000  EhStorShell.dll ->   EhStorShell.dll
Loading symbols for 6e880000 IconCodecService.dll ->   IconCodecService.dll
Loading symbols for 6e890000       cscdll.dll ->   cscdll.dll
Loading symbols for 6fe30000       dfscli.dll ->   dfscli.dll
Loading symbols for 70380000       fdWNet.dll ->   fdWNet.dll
Loading symbols for 704c0000      browcli.dll ->   browcli.dll
Loading symbols for 70530000       cscapi.dll ->   cscapi.dll
Loading symbols for 70640000      fundisc.dll ->   fundisc.dll
Loading symbols for 709b0000       msxml6.dll ->   msxml6.dll
Loading symbols for 715a0000     npmproxy.dll ->   npmproxy.dll
Loading symbols for 71800000      wbemsvc.dll ->   wbemsvc.dll
Loading symbols for 71a00000     wbemprox.dll ->   wbemprox.dll
Loading symbols for 71a10000     fastprox.dll ->   fastprox.dll
Loading symbols for 71ae0000     wbemcomn.dll ->   wbemcomn.dll
Loading symbols for 71cb0000     msiltcfg.dll ->   msiltcfg.dll
Loading symbols for 71d40000       sfc_os.dll ->   sfc_os.dll
Loading symbols for 71d50000          sfc.dll ->   sfc.dll
Loading symbols for 71e80000      ntdsapi.dll ->   ntdsapi.dll
Loading symbols for 71f50000          mpr.dll ->   mpr.dll
Loading symbols for 722f0000     rasadhlp.dll ->   rasadhlp.dll
Loading symbols for 72a60000    dhcpcsvc6.DLL ->   dhcpcsvc6.DLL
Loading symbols for 72bb0000          msi.dll ->   msi.dll
Loading symbols for 73450000     dhcpcsvc.dll ->   dhcpcsvc.dll
Loading symbols for 73470000      midimap.dll ->   midimap.dll
Loading symbols for 73480000      msacm32.dll ->   msacm32.dll
Loading symbols for 734e0000      msacm32.drv ->   msacm32.drv
Loading symbols for 734f0000     AudioSes.dll ->   AudioSes.dll
Loading symbols for 73670000       wkscli.dll ->   wkscli.dll
Loading symbols for 736b0000       winnsi.dll ->   winnsi.dll
Loading symbols for 73720000     IPHLPAPI.DLL ->   IPHLPAPI.DLL
*** WARNING: Unable to verify timestamp for IPHLPAPI.DLL
*** ERROR: Module load completed but symbols could not be loaded for IPHLPAPI.DLL
Loading symbols for 73740000         dtsh.dll ->   dtsh.dll
Loading symbols for 73750000 NetworkItemFactory.dll ->   NetworkItemFactory.dll
Loading symbols for 73760000      ieproxy.dll ->   ieproxy.dll
Loading symbols for 737e0000       ksuser.dll ->   ksuser.dll
Loading symbols for 737f0000       wdmaud.drv ->   wdmaud.drv
Loading symbols for 739a0000          slc.dll ->   slc.dll
*** WARNING: Unable to verify timestamp for slc.dll
*** ERROR: Module load completed but symbols could not be loaded for slc.dll
Loading symbols for 739c0000          atl.dll ->   atl.dll
Loading symbols for 73b90000        winmm.dll ->   winmm.dll
Loading symbols for 73bd0000 WindowsCodecs.dll ->   WindowsCodecs.dll
Loading symbols for 73cd0000      xmllite.dll ->   xmllite.dll
Loading symbols for 73d00000       dwmapi.dll ->   dwmapi.dll
Loading symbols for 73d70000        duser.dll ->   duser.dll
Loading symbols for 73da0000        dui70.dll ->   dui70.dll
Loading symbols for 73e60000      propsys.dll ->   propsys.dll
Loading symbols for 73f60000         avrt.dll ->   avrt.dll
Loading symbols for 73f90000     MMDevAPI.dll ->   MMDevAPI.dll
Loading symbols for 73fd0000     powrprof.dll ->   powrprof.dll
Loading symbols for 74190000      GdiPlus.dll ->   GdiPlus.dll
Loading symbols for 74320000      uxtheme.dll ->   uxtheme.dll
Loading symbols for 74360000     comctl32.dll ->   comctl32.dll
Loading symbols for 747c0000      ntmarta.dll ->   ntmarta.dll
Loading symbols for 747f0000      version.dll ->   version.dll
Loading symbols for 74800000  FirewallAPI.dll ->   FirewallAPI.dll
Loading symbols for 74950000      userenv.dll ->   userenv.dll
Loading symbols for 74b10000     netutils.dll ->   netutils.dll
Loading symbols for 74b20000       rsaenh.dll ->   rsaenh.dll
Loading symbols for 74c00000       dnsapi.dll ->   dnsapi.dll
Loading symbols for 74d40000      mswsock.dll ->   mswsock.dll
Loading symbols for 74d80000      cryptsp.dll ->   cryptsp.dll
Loading symbols for 75120000       srvcli.dll ->   srvcli.dll
Loading symbols for 751a0000      secur32.dll ->   secur32.dll
Loading symbols for 751e0000      sspicli.dll ->   sspicli.dll
Loading symbols for 75200000      apphelp.dll ->   apphelp.dll
Loading symbols for 75250000    CRYPTBASE.dll ->   CRYPTBASE.dll
Loading symbols for 75260000          sxs.dll ->   sxs.dll
Loading symbols for 752c0000  RpcRtRemote.dll ->   RpcRtRemote.dll
Loading symbols for 752d0000       winsta.dll ->   winsta.dll
Loading symbols for 75300000      profapi.dll ->   profapi.dll
Loading symbols for 75370000       msasn1.dll ->   msasn1.dll
Loading symbols for 75380000     cfgmgr32.dll ->   cfgmgr32.dll
Loading symbols for 75470000       devobj.dll ->   devobj.dll
Loading symbols for 754e0000      crypt32.dll ->   crypt32.dll
Loading symbols for 75600000     advapi32.dll ->   advapi32.dll
Loading symbols for 756b0000       rpcrt4.dll ->   rpcrt4.dll
Loading symbols for 75760000          lpk.dll ->   lpk.dll
Loading symbols for 75770000        msctf.dll ->   msctf.dll
Loading symbols for 75840000          nsi.dll ->   nsi.dll
Loading symbols for 75850000        imm32.dll ->   imm32.dll
Loading symbols for 75870000        ole32.dll ->   ole32.dll
Loading symbols for 759d0000       ws2_32.dll ->   ws2_32.dll
Loading symbols for 75a10000       urlmon.dll ->   urlmon.dll
Loading symbols for 75b50000      Wldap32.dll ->   Wldap32.dll
Loading symbols for 75c00000       user32.dll ->   user32.dll
Loading symbols for 75cd0000        gdi32.dll ->   gdi32.dll
Loading symbols for 75d20000     iertutil.dll ->   iertutil.dll
Loading symbols for 75fa0000       msvcrt.dll ->   msvcrt.dll
Loading symbols for 76050000      shlwapi.dll ->   shlwapi.dll
Loading symbols for 760b0000        usp10.dll ->   usp10.dll
Loading symbols for 76150000     setupapi.dll ->   setupapi.dll
Loading symbols for 763f0000      sechost.dll ->   sechost.dll
Loading symbols for 76440000      shell32.dll ->   shell32.dll
Loading symbols for 77090000     oleaut32.dll ->   oleaut32.dll
Loading symbols for 77120000      clbcatq.dll ->   clbcatq.dll
Loading symbols for 772f0000        psapi.dll ->   psapi.dll
Loading symbols for 78800000       msxml5.dll ->   msxml5.dll
*** WARNING: Unable to verify timestamp for msxml5.dll
*** ERROR: Module load completed but symbols could not be loaded for msxml5.dll
Couldn't resolve error at 'HKIMG_EXTENSION: !chkimg -lo 50 -d !explorer'
Hope this helps,
My System SpecsSystem Spec
21 Sep 2010   #8

Windows 7 Professional 32-bit

explorer.exe just crashes at random times....users will leave explorer open and suddenly there is the error message "explorer.exe has stopped working."
My System SpecsSystem Spec
21 Sep 2010   #9

Windows 7 Professional 32-bit

will give that a try....thanks
My System SpecsSystem Spec
21 Sep 2010   #10

Windows 7 x86/x64, Server 2008r2, Web Server 2008

I have to agree with Cpt Jack, Try running the SFC -scannow. There are issues with SEP and blocking explorer.exe on boot in Win 7
My System SpecsSystem Spec

 explorer.exe crashes Windows 7 Professional

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