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Topic: «AMM crashs Windows Explorer » on forum: Technical Support   Views: 10523
 
Cheng Liu
Registered user
 
 Posts: 5
Joined: 01/14/2013
Posted: 01/14/2013 09:37:03
 
 
 Hi,
It seems AMM keep on crashing Windows Explorer around every a few mins even if I added the explorer into the exclusions list. Could someone help me to diagnostic it? I had a fresh installation of win 7 64 bit system a few days ago.

This could provide some extra info:
AMM also freezed Google chrome shockwave flsh plug-in and and skyrocketed the CPU usage of kaspersky antivirus 2013 in the previous installation of my system. I'm experimenting to see if those issues still persist.
Thanks.
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4010
Joined: 04/04/2012
Posted: 01/15/2013 04:53:24
 
 
 Hello Cheng.

What version of AMM are you running?

Please send us your configuration files using the Send to Tech Support tool and don't forget to sign the email.

Best regards.
 
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Cheng Liu
Registered user
 
 Posts: 5
Joined: 01/14/2013
Posted: 01/15/2013 09:27:45
 
 
 Thank you for your quick response, Bogdan. I'm using 5.0.2 now. When I tried to use Send to Tech Support from Tools->Configuration, nothing happens. Does the software send the config automatically?
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4010
Joined: 04/04/2012
Posted: 01/20/2013 21:14:39
 
 
 Hello Cheng.

It's strange that nothing happens. Could you please check whether the file with the name like "cfg3DEA.tmp" is created in the %tmp% directory right after you press the Send to Tech Support button.

Are you able to make a backup of the configuration (the same tab > Backup)? If you are able, then please send it to us manually.

By "sign the email" i meant to specify your name and the topic which the email is related to.

Are you running any third-party taskbar/desktop management utilities?

Best regards.
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4010
Joined: 04/04/2012
Posted: 01/22/2013 01:17:05
 
 
 Hello Cheng

The problem with the 'enable_clasic_shell_start' error message has been already fixed. You'll be able to see the fix in the next version of Actual Multiple Monitors.

I was unable to reproduce the issue using your configuration files.

Quote
I'm using DeskScapes now
Does it mean that the problem is not topical anymore?

Best regards.
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4010
Joined: 04/04/2012
Posted: 01/24/2013 02:39:56
 
 
 Hello Cheng.

Could you please reply in this topic. It's more convenient to see the whole history of the messages.

In the Windows Error report window click the "View problem details". There should be the path to the dump file. Please send it to us manually to support@actualtools.com.

About the button "Send to Tech Support" - What email client are you running?

Best regards.
 
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Cheng Liu
Registered user
 
 Posts: 5
Joined: 01/14/2013
Posted: 01/24/2013 13:10:07
 
 
 Thank you, Bogdan. I was not sure which is the best way to contact you. I managed to crash the explorer again but I didn't find the option "View problem details" in the crash notification window. However, I managed to get some info from Action Center-> Problem Details. And it doesn't indicate the dump file location. Could you advise me the way to get "View problem details"?
And I'm not using any email client now.
Thanks.

Source
Windows Explorer

Summary
Stopped working

Date
‎2013/‎1/‎24 13:47

Status
Report sent

Description
Faulting Application Path: C:\Windows\explorer.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: Explorer.EXE
Application Version: 6.1.7601.17567
Application Timestamp: 4d672ee4
Fault Module Name: ntdll.dll
Fault Module Version: 6.1.7601.17725
Fault Module Timestamp: 4ec4aa8e
Exception Code: c0000005
Exception Offset: 000000000004e4b4
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 2052
Additional Information 1: 0412
Additional Information 2: 0412ebe2ff096aff9650d71372886821
Additional Information 3: 0777
Additional Information 4: 0777195e9484945ad7b17779aec164cb

Extra information about the problem
Bucket ID: 52664168
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4010
Joined: 04/04/2012
Posted: 01/25/2013 02:15:45
 
 
 Hello Cheng.

Enable this option:
Control Panel > System and Security > Action Center > Change Action Center Settings > Problem Reporting Settings > Each time a problem occurs, ask me before checking for solutions.

Then you should see the error window with the "View problem details" option.

What is the language of your System?

Best regards.
 
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Chris Miller
Advanced user
 
 Posts: 249
Joined: 08/02/2011
Posted: 01/25/2013 10:11:57
 
 
 FYI...

If you use PDFCreator, make sure you did not install the SaveByClick adware that was included in the most recent update.  It's possible other software includes this as well.

Here at work we had the same app crash on NTDLL.DLL when that software was installed.  Once removed the problem went away.

Chris
 
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Cheng Liu
Registered user
 
 Posts: 5
Joined: 01/14/2013
Posted: 01/25/2013 14:02:18
 
 
 Hi Bogdan,
I followed your instruction and changed the setting of problem report. But it doesn't provide the location of the dump file. Here is the details. Also, for the language. The main language is English, the formats is set to Chinese, the location is United States and the language for non-Unicode programs is Chinese.

Thank you for your info, Chris. I checked my software list and SaveByClick is not in there. However, I suspect that the crash has something to do with flash or shockware.

Problem signature:
 Problem Event Name: APPCRASH
 Application Name: explorer.exe
 Application Version: 6.1.7601.17567
 Application Timestamp: 4d672ee4
 Fault Module Name: ntdll.dll
 Fault Module Version: 6.1.7601.17725
 Fault Module Timestamp: 4ec4aa8e
 Exception Code: c0000005
 Exception Offset: 000000000004e4b4
 OS Version: 6.1.7601.2.1.0.256.1
 Locale ID: 2052
 Additional Information 1: 0412
 Additional Information 2: 0412ebe2ff096aff9650d71372886821
 Additional Information 3: 0777
 Additional Information 4: 0777195e9484945ad7b17779aec164cb

Read our privacy statement online:
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If the online privacy statement is not available, please read our privacy statement offline:
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