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Explorer.EXE version 6.3.9600.16441 stopped interacting with Windows and was closed

Thread needs solution

Hi,
I have Acronis TI 2014 on a Windows 8.1 Dell XPS 8700. Everytime I start the machine(at least 7 out of 10 times), Windows Explorer crashes. This happens only during startup or restart.

If I uninstall Acronis 2014, the problem goes AWAY....

The program Explorer.EXE version 6.3.9600.16441 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
Process ID: 780
Start Time: 01cf183af591523d
Termination Time: 0
Application Path: C:\WINDOWS\Explorer.EXE
Report Id: 398639b9-842e-11e3-be99-3c77e6801d20
Faulting package full name:
Faulting package-relative application ID:

This is the detailed Report from
C:\Users\Mike\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppHang_explorer.exe_6f5b21bd7e92e1b088ceca7c2d9d8688e363412a_55cc7699_1b5f3ca9\report.wer

Version=1
EventType=AppHangB1
EventTime=130349555830958697
ReportType=3
Consent=1
UploadTime=130349555862993455
ReportFlags=524288
ReportIdentifier=398639b8-842e-11e3-be99-3c77e6801d20
IntegratorReportIdentifier=398639b9-842e-11e3-be99-3c77e6801d20
NsAppName=explorer.exe
Response.BucketId=687d258c4064b17a7ae1a2532cfa4663
Response.BucketTable=5
Response.LegacyBucketId=-312032037
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=explorer.exe
Sig[1].Name=Application Version
Sig[1].Value=6.3.9600.16441
Sig[2].Name=Application Timestamp
Sig[2].Value=5265dec8
Sig[3].Name=Hang Signature
Sig[3].Value=161d
Sig[4].Name=Hang Type
Sig[4].Value=134218241
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Hang Signature 1
DynamicSig[22].Value=161d20f1ebdc53f4b267ad839b4c2215
DynamicSig[23].Name=Additional Hang Signature 2
DynamicSig[23].Value=06e3
DynamicSig[24].Name=Additional Hang Signature 3
DynamicSig[24].Value=06e30efa6c6de73fdc001f02193018cd
DynamicSig[25].Name=Additional Hang Signature 4
DynamicSig[25].Value=12cd
DynamicSig[26].Name=Additional Hang Signature 5
DynamicSig[26].Value=12cdd7423cf5b5c2d75c1d972bf609ef
DynamicSig[27].Name=Additional Hang Signature 6
DynamicSig[27].Value=0519
DynamicSig[28].Name=Additional Hang Signature 7
DynamicSig[28].Value=05191265f91f786581b526cb7a39a7a0
UI[3]=Windows Explorer is not responding
UI[4]=If you restart or close the program, you might lose information.
UI[5]=Restart the program
UI[6]=Restart the program
LoadedModule[0]=C:\WINDOWS\Explorer.EXE
LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\WINDOWS\system32\KERNEL32.DLL
LoadedModule[3]=C:\WINDOWS\system32\KERNELBASE.dll
LoadedModule[4]=C:\WINDOWS\system32\apphelp.dll
LoadedModule[5]=C:\WINDOWS\system32\msvcrt.dll
LoadedModule[6]=C:\WINDOWS\system32\OLEAUT32.dll
LoadedModule[7]=C:\WINDOWS\SYSTEM32\combase.dll
LoadedModule[8]=C:\WINDOWS\SYSTEM32\powrprof.dll
LoadedModule[9]=C:\WINDOWS\SYSTEM32\advapi32.dll
LoadedModule[10]=C:\WINDOWS\system32\USER32.dll
LoadedModule[11]=C:\WINDOWS\system32\GDI32.dll
LoadedModule[12]=C:\WINDOWS\SYSTEM32\SHCORE.dll
LoadedModule[13]=C:\WINDOWS\system32\SHLWAPI.dll
LoadedModule[14]=C:\WINDOWS\system32\SHELL32.dll
LoadedModule[15]=C:\WINDOWS\SYSTEM32\UxTheme.dll
LoadedModule[16]=C:\WINDOWS\SYSTEM32\dwmapi.dll
LoadedModule[17]=C:\WINDOWS\SYSTEM32\TWINAPI.dll
LoadedModule[18]=C:\WINDOWS\SYSTEM32\d3d11.dll
LoadedModule[19]=C:\WINDOWS\SYSTEM32\dcomp.dll
LoadedModule[20]=C:\WINDOWS\SYSTEM32\SspiCli.dll
LoadedModule[21]=C:\WINDOWS\SYSTEM32\sechost.dll
LoadedModule[22]=C:\WINDOWS\SYSTEM32\USERENV.dll
LoadedModule[23]=C:\WINDOWS\SYSTEM32\PROPSYS.dll
LoadedModule[24]=C:\WINDOWS\system32\RPCRT4.dll
LoadedModule[25]=C:\WINDOWS\SYSTEM32\SLC.dll
LoadedModule[26]=C:\WINDOWS\SYSTEM32\profapi.dll
LoadedModule[27]=C:\WINDOWS\SYSTEM32\dxgi.dll
LoadedModule[28]=C:\WINDOWS\SYSTEM32\sppc.dll
LoadedModule[29]=C:\WINDOWS\system32\IMM32.DLL
LoadedModule[30]=C:\WINDOWS\system32\MSCTF.dll
LoadedModule[31]=C:\WINDOWS\SYSTEM32\kernel.appcore.dll
LoadedModule[32]=C:\WINDOWS\SYSTEM32\CRYPTBASE.dll
LoadedModule[33]=C:\WINDOWS\SYSTEM32\bcryptPrimitives.dll
LoadedModule[34]=C:\WINDOWS\system32\ole32.dll
LoadedModule[35]=C:\WINDOWS\SYSTEM32\clbcatq.dll
LoadedModule[36]=C:\WINDOWS\SYSTEM32\WINSTA.dll
LoadedModule[37]=C:\WINDOWS\SYSTEM32\Bcp47Langs.dll
LoadedModule[38]=C:\WINDOWS\System32\IDStore.dll
LoadedModule[39]=C:\WINDOWS\System32\SAMLIB.dll
LoadedModule[40]=C:\WINDOWS\SYSTEM32\SETTINGSYNCPOLICY.dll
LoadedModule[41]=C:\WINDOWS\SYSTEM32\DUI70.dll
LoadedModule[42]=C:\WINDOWS\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9600.16384_none_62475f7becb72503\Comctl32.dll
LoadedModule[43]=C:\WINDOWS\SYSTEM32\DUser.dll
LoadedModule[44]=C:\WINDOWS\SYSTEM32\SndVolSSO.DLL
LoadedModule[45]=C:\WINDOWS\SYSTEM32\HID.DLL
LoadedModule[46]=C:\WINDOWS\System32\MMDevApi.dll
LoadedModule[47]=C:\WINDOWS\System32\DEVOBJ.dll
LoadedModule[48]=C:\WINDOWS\SYSTEM32\cfgmgr32.dll
LoadedModule[49]=C:\WINDOWS\SYSTEM32\OLEACC.dll
LoadedModule[50]=C:\WINDOWS\SYSTEM32\D3D10Warp.dll
LoadedModule[51]=C:\Manish-Install\StartIsBack\StartIsBack64.dll
LoadedModule[52]=C:\WINDOWS\SYSTEM32\twinui.dll
LoadedModule[53]=C:\WINDOWS\SYSTEM32\twinapi.appcore.dll
LoadedModule[54]=C:\WINDOWS\SYSTEM32\XmlLite.dll
LoadedModule[55]=C:\WINDOWS\SYSTEM32\Windows.UI.Immersive.dll
LoadedModule[56]=C:\WINDOWS\SYSTEM32\ntmarta.dll
LoadedModule[57]=C:\WINDOWS\SYSTEM32\twinui.appcore.dll
LoadedModule[58]=C:\WINDOWS\SYSTEM32\WindowsCodecs.dll
LoadedModule[59]=C:\WINDOWS\SYSTEM32\CRYPTSP.dll
LoadedModule[60]=C:\WINDOWS\system32\rsaenh.dll
LoadedModule[61]=C:\WINDOWS\SYSTEM32\bcrypt.dll
LoadedModule[62]=C:\Windows\System32\actxprxy.dll
LoadedModule[63]=C:\WINDOWS\system32\explorerframe.dll
LoadedModule[64]=C:\Windows\System32\windows.immersiveshell.serviceprovider.dll
LoadedModule[65]=C:\WINDOWS\system32\SearchFolder.dll
LoadedModule[66]=C:\WINDOWS\SYSTEM32\WLDP.DLL
LoadedModule[67]=C:\Windows\System32\thumbcache.dll
LoadedModule[68]=C:\WINDOWS\SYSTEM32\WTSAPI32.dll
LoadedModule[69]=C:\WINDOWS\SYSTEM32\MsftEdit.dll
LoadedModule[70]=C:\WINDOWS\SYSTEM32\MSIMG32.dll
LoadedModule[71]=C:\Windows\System32\Windows.Globalization.dll
LoadedModule[72]=C:\WINDOWS\SYSTEM32\globinputhost.dll
LoadedModule[73]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[74]=C:\WINDOWS\system32\authui.dll
LoadedModule[75]=C:\WINDOWS\SYSTEM32\wuaext.dll
LoadedModule[76]=C:\WINDOWS\SYSTEM32\samcli.dll
LoadedModule[77]=C:\WINDOWS\SYSTEM32\netutils.dll
LoadedModule[78]=C:\WINDOWS\SYSTEM32\LINKINFO.dll
LoadedModule[79]=C:\WINDOWS\SYSTEM32\msiltcfg.dll
LoadedModule[80]=C:\WINDOWS\SYSTEM32\VERSION.dll
LoadedModule[81]=C:\WINDOWS\SYSTEM32\msi.dll
LoadedModule[82]=C:\WINDOWS\SYSTEM32\PhotoMetadataHandler.dll
LoadedModule[83]=C:\WINDOWS\System32\wpncore.dll
LoadedModule[84]=C:\WINDOWS\system32\dwrite.dll
LoadedModule[85]=C:\WINDOWS\System32\UIAnimation.dll
LoadedModule[86]=C:\WINDOWS\SYSTEM32\nvwgf2umx.dll
LoadedModule[87]=C:\WINDOWS\system32\PSAPI.DLL
LoadedModule[88]=C:\WINDOWS\System32\wlidprov.dll
LoadedModule[89]=C:\WINDOWS\SYSTEM32\globcollationhost.dll
LoadedModule[90]=C:\WINDOWS\SYSTEM32\NInput.dll
LoadedModule[91]=C:\Windows\System32\Windows.Networking.Connectivity.dll
LoadedModule[92]=C:\Windows\System32\InputSwitch.dll
LoadedModule[93]=C:\WINDOWS\system32\stobject.dll
LoadedModule[94]=C:\WINDOWS\system32\BatMeter.dll
LoadedModule[95]=C:\WINDOWS\SYSTEM32\sxs.dll
LoadedModule[96]=C:\WINDOWS\system32\es.dll
LoadedModule[97]=C:\WINDOWS\system32\prnfldr.dll
LoadedModule[98]=C:\WINDOWS\system32\WINSPOOL.DRV
LoadedModule[99]=C:\WINDOWS\system32\wevtapi.dll
LoadedModule[100]=C:\WINDOWS\SYSTEM32\AUDIOSES.DLL
LoadedModule[101]=C:\WINDOWS\system32\dxp.dll
LoadedModule[102]=C:\WINDOWS\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.9600.16384_none_9332526147499ed1\gdiplus.dll
LoadedModule[103]=C:\WINDOWS\system32\SETUPAPI.dll
LoadedModule[104]=C:\WINDOWS\system32\SHDOCVW.dll
LoadedModule[105]=C:\WINDOWS\system32\Syncreg.dll
LoadedModule[106]=C:\WINDOWS\System32\WININET.dll
LoadedModule[107]=C:\WINDOWS\System32\iertutil.dll
LoadedModule[108]=C:\WINDOWS\SYSTEM32\Secur32.dll
LoadedModule[109]=C:\WINDOWS\System32\npmproxy.dll
LoadedModule[110]=C:\Windows\System32\IPHLPAPI.DLL
LoadedModule[111]=C:\WINDOWS\system32\NSI.dll
LoadedModule[112]=C:\Windows\System32\WINNSI.DLL
LoadedModule[113]=C:\WINDOWS\SYSTEM32\wlanapi.dll
LoadedModule[114]=C:\Windows\System32\wwapi.dll
LoadedModule[115]=C:\Windows\System32\WinTypes.dll
LoadedModule[116]=C:\WINDOWS\System32\netprofm.dll
LoadedModule[117]=C:\WINDOWS\system32\WS2_32.dll
LoadedModule[118]=C:\WINDOWS\SYSTEM32\ondemandconnroutehelper.dll
LoadedModule[119]=C:\WINDOWS\SYSTEM32\winhttp.dll
LoadedModule[120]=C:\WINDOWS\System32\wpnprv.dll
LoadedModule[121]=C:\WINDOWS\system32\mswsock.dll
LoadedModule[122]=C:\WINDOWS\SYSTEM32\urlmon.dll
LoadedModule[123]=C:\WINDOWS\SYSTEM32\wkscli.dll
LoadedModule[124]=C:\WINDOWS\SYSTEM32\DNSAPI.dll
LoadedModule[125]=C:\Windows\System32\Windows.Security.Authentication.OnlineId.dll
LoadedModule[126]=C:\Program Files\Bonjour\mdnsNSP.dll
LoadedModule[127]=C:\Windows\System32\rasadhlp.dll
LoadedModule[128]=C:\WINDOWS\System32\fwpuclnt.dll
LoadedModule[129]=C:\WINDOWS\system32\CRYPT32.dll
LoadedModule[130]=C:\WINDOWS\system32\MSASN1.dll
LoadedModule[131]=C:\WINDOWS\system32\DPAPI.dll
LoadedModule[132]=C:\WINDOWS\System32\AltTab.dll
LoadedModule[133]=C:\WINDOWS\system32\wpdshserviceobj.dll
LoadedModule[134]=C:\Windows\System32\PortableDeviceTypes.dll
LoadedModule[135]=C:\Windows\System32\PortableDeviceApi.dll
LoadedModule[136]=C:\WINDOWS\system32\WINTRUST.dll
LoadedModule[137]=C:\Program Files\Windows Portable Devices\SqmApi.dll
LoadedModule[138]=C:\Windows\System32\taskschd.dll
LoadedModule[139]=C:\WINDOWS\System32\pnidui.dll
LoadedModule[140]=C:\WINDOWS\system32\NetworkStatus.dll
LoadedModule[141]=C:\Windows\System32\dhcpcsvc6.DLL
LoadedModule[142]=C:\Windows\System32\dhcpcsvc.DLL
LoadedModule[143]=C:\WINDOWS\system32\SettingMonitor.dll
LoadedModule[144]=C:\WINDOWS\System32\srchadmin.dll
LoadedModule[145]=C:\WINDOWS\System32\CSCAPI.dll
LoadedModule[146]=C:\WINDOWS\system32\mssprxy.dll
LoadedModule[147]=C:\WINDOWS\System32\shacct.dll
LoadedModule[148]=C:\Windows\System32\bthprops.cpl
LoadedModule[149]=C:\Windows\System32\BluetoothApis.dll
LoadedModule[150]=C:\WINDOWS\System32\SyncCenter.dll
LoadedModule[151]=C:\Windows\System32\Windows.Networking.Sockets.PushEnabledApplication.dll
LoadedModule[152]=C:\WINDOWS\system32\schannel.DLL
LoadedModule[153]=C:\WINDOWS\System32\Actioncenter.dll
LoadedModule[154]=C:\Windows\System32\imapi2.dll
LoadedModule[155]=C:\WINDOWS\SYSTEM32\ncrypt.dll
LoadedModule[156]=C:\WINDOWS\SYSTEM32\NTASN1.dll
LoadedModule[157]=C:\WINDOWS\system32\ncryptsslp.dll
LoadedModule[158]=C:\WINDOWS\system32\wwanapi.dll
LoadedModule[159]=C:\WINDOWS\System32\hgcpl.dll
LoadedModule[160]=C:\WINDOWS\System32\provsvc.dll
LoadedModule[161]=C:\WINDOWS\SYSTEM32\ntshrui.dll
LoadedModule[162]=C:\WINDOWS\SYSTEM32\srvcli.dll
LoadedModule[163]=C:\WINDOWS\system32\NetworkExplorer.dll
LoadedModule[164]=C:\Program Files (x86)\Acronis\TrueImageHome\tishell64.dll
LoadedModule[165]=C:\WINDOWS\system32\comdlg32.dll
LoadedModule[166]=C:\WINDOWS\SYSTEM32\MPR.dll
LoadedModule[167]=C:\WINDOWS\WinSxS\amd64_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.8428_none_88dcdb0b2fb19957\MSVCP80.dll
LoadedModule[168]=C:\WINDOWS\WinSxS\amd64_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.8428_none_88dcdb0b2fb19957\MSVCR80.dll
LoadedModule[169]=C:\WINDOWS\SYSTEM32\dbghelp.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped responding and was closed
ConsentKey=AppHangXProcB1
AppName=Windows Explorer
AppPath=C:\Windows\explorer.exe
ReportDescription=A problem caused this program to stop interacting with Windows.
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=AC1F6E89B3E570A234A97B63B225A91D

0 Users found this helpful

Have any idea what apps are/were running during the install?

I stopped the Anti Virus during the install as per instructions. So other than background Apps, nothing. But why should that makee any difference ?

Often times app conflicts can and do wreck havoc with installs. Anti Virus and Firewalls are the most notorious.

I bought the product only 45 days back. Now I can't even open a case with Acronis as the support is limited to only 30 days for home use. So this forum is my only option.

Support staff does have a presence here so hopefully one of them will provide a response. Has this problem always happened since first install? Have you installed any additional apps after TI install? Have you changed any hardware on the machine? Did you recently upgrade to Win 8.1? If so, before or after install of TI?

Bob,
I installed Acronis TI 2014 right after I bought the Desktop. Initially there were no issues. But Windows 8.1 required so many updates, that it happened after that. There were no Hardware changes.
I uninstalled Acronis today and then installed it with Norton turned off. Still same issue.
One thing is for sure, that the issue goes away when I uninstall Acronis 2014.

Jack,
I have not been exposed to Win8 so cannot offer suggestions.
At this point, I would download and run the TI Cleanup utility. Signature link #4 below.
After cleanup, boot from from the TI Recovery and perform a disk image ful and complete backup.
I would also use the Windows BAckup and take a full backup of your system as well.
Both of the above are simply safety measures should anything get worse.

Then do a reinstall of TI but before you do, turn off norton. Turn off any AV.
Right click on the TIinstall file and choose the "Run as Administrator" option.

post back the results.

GroverH,
Did the uninstall and then the Cleanup using TI Cleanup utilitly.
Then did a reinstall of TI with Norton turned off.
Right click on the TIinstall file and choose the "Run as Administrator" option.

So far it looks encouraging. No Windows Expolorer crashes and I have rebooted the desktop 10-12 times...
Thanks to you and Bob for all the help...

Thanks for the update. Let's hope the "clear sailing" continues.