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Word, Firefox crashes when trying to save


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4 replies to this topic

#1 adntigger710

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Posted 10 August 2011 - 09:46 PM

Hi everyone!

I very rarely post as I usually find the fix from others online -- but this ones got me at a loss. When trying to save a file in word, as soon as the box opens up showing the navigation folder, word crashes with the "Microsoft Office Word has stopped working". In Firefox, when I click a picture and try to save, it does not crash when the folder navigation pops up -- but if I try to change the folder, thats when it will crash.

I feel I should note, I recently had the google redirect virus three times...I guess it never fully cleared. In my attempts to clear this I made quite a few changes and this last time I ran combofix. I should note, though, that this problem was prior to running combofix.

I have been working on this for a week straight to no avail. I have tried so many things I'm not sure I can remember them all, but here are some.

I used the Microsoft Fix-it Solution Center and ran "Diagnose and repair Windows File and Folder Problems automatically" and "Fix Windows system performance problems on slow Windows computers". No fix.

I ran windows startup recovery. I do not have the Vista discs as they never came w/ my computer and when the BBY Geeksquad "optimized" my computer they messed up the gateway built-in recovery. I never had it fixed -- regretting that now.

I ran SFC scannow repair. The only file it could not repair was settings.ini for sidebar (which I dont use). I renamed it settings.ini.old and started sidebar and it automatically made the new file. No fix.

I repaired the Office installation. No fix.

I ran Office diagnostics. It repaired a few things, but not this problem.

I updated everything I could from Windows update.

I've checked the event viewer. Here are some logs from the errors with the defaulting dlls:




Log Name: Application
Source: Application Error
Date: 8/10/2011 12:54:23 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Owner-PC
Description:
Faulting application WINWORD.EXE, version 12.0.6211.1000, time stamp 0x46d4a7df, faulting module regxplor.dll, version 1.4.4.0, time stamp 0x3d21fbb5, exception code 0xc00000fd, fault offset 0x0000735c, process id 0x1674, application start time 0x01cc577e20f0c013.


Log Name: Application
Source: Application Error
Date: 8/10/2011 11:31:48 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Owner-PC
Description:
Faulting application WINWORD.EXE, version 12.0.6211.1000, time stamp 0x46d4a7df, faulting module SHELL32.DLL, version 6.0.6001.18505, time stamp 0x4c4dbdfe, exception code 0xc00000fd, fault offset 0x00025848, process id 0x130c, application start time 0x01cc577295af4f43.

Log Name: Application
Source: Application Error
Date: 8/10/2011 10:58:50 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Owner-PC
Description:
Faulting application WINWORD.EXE, version 12.0.6211.1000, time stamp 0x46d4a7df, faulting module MFC42.DLL, version 6.6.8063.0, time stamp 0x4791a6f4, exception code 0xc00000fd, fault offset 0x000d8f49, process id 0x278, application start time 0x01cc576dd2812bf3.


Log Name: Application
Source: Application Error
Date: 8/10/2011 10:47:10 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Owner-PC
Description:
Faulting application WINWORD.EXE, version 12.0.6211.1000, time stamp 0x46d4a7df, faulting module ntdll.dll, version 6.0.6001.18000, time stamp 0x4791a783, exception code 0xc00000fd, fault offset 0x00023588, process id 0x134, application start time 0x01cc576c5c3466c3.

it seems I also get this sometimes at the same time:

Log Name: System
Source: volmgr
Date: 8/10/2011 9:44:06 PM
Event ID: 46
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: Owner-PC
Description:
Crash dump initialization failed!
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="volmgr" />
<EventID Qualifiers="49156">46</EventID>
<Level>2</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2011-08-11T01:44:06.915Z" />
<EventRecordID>648311</EventRecordID>
<Channel>System</Channel>
<Computer>Owner-PC</Computer>
<Security />
</System>
<EventData>
<Data>\Device\HarddiskVolume2</Data>
<Binary>0000000001000000000000002E0004C001100000010000C000000000000000000000000000000000</Binary>
</EventData>
</Event>


I was going to try fixing the dlls -- but don have a recovery disc.

I don't know what else you would need to know. I really need your help here guys -- I work from home and can't work because of this...it's killing me. Anything you could do I'd really appreciate it, I'm up for any suggestions.


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#2 hamluis

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Posted 11 August 2011 - 09:46 AM

What about...uinstalling the offending applications...seeing if you have other system problems...then reinstalling same?

FWIW: If you have an OEM system (HP, Lenovo, etc.) and it requires recovery disks to reinstall...I suggest that you acquire such ASAP.

Let's try this.

Download/install BlueScreenView, http://www.nirsoft.net/utils/blue_screen_view.html .

Double-click BlueScreenView.exe file.

When the auto-scan is done (screen comes up), click Edit/Select All...then File/Save Selected Items .

Save the report as BSOD.txt.

Open BSOD.txt in Notepad, copy all content and paste it into your next reply.

Louis

#3 adntigger710

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Posted 12 August 2011 - 10:59 PM

I downloaded and installed BSV. I'm not sure if I did it wrong, but at the bottom left it says "no crashes." I closed and restarted again -- same. Is there another way to run? I didnt see an option in the menu.

I uninstalled the offending apps -- I didnt try this prior because it seemed to point to a windows system file having to do with saving. I have yet to reinstall, but tried other apps to see what they would do as well. All browsers I've tried do the same thing -- stop responding and crash when I click the down arrow to explore the folders to save in. I've tried IE, Firefox, and Chrome. The difference in word is it crashes as soon as I click save or save as -- no folder navigation necessary.

In a quick review here's something interesting I've found -- it crashes on some app saves but not others. For instance:

offending apps when saving:

firefox, word, chrome, IE

non-offending apps

photoshop

excel

notepad

wordpad

onenote


I should note when saving and it did not crash I went back in and tried to navigate to another folder (like when it crashes in the browsers). Still no crash. I also tried saving in different formats, still no crash. So it seems these apps may be entirely unaffected.

What would effect the saving function in word and browsers but not these other apps is I guess the question we are trying to figure out. Let me know what else I can try or any further info you need. Thanks again for your help! =)

#4 Orange Blossom

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Posted 12 August 2011 - 11:54 PM

I feel I should note, I recently had the google redirect virus three times...I guess it never fully cleared. In my attempts to clear this I made quite a few changes and this last time I ran combofix. I should note, though, that this problem was prior to running combofix.


Given what you've said here, we need to take a look at your machine with tools restricted to the Virus, Trojan, Spyware, and Malware Removal Logs forum.

Please follow the instructions in ==>This Guide<== starting at step 6.

Once the proper logs are created, then make a NEW TOPIC and post it ==>HERE<== Since you have run ComboFix, please include the ComboFix log in the new topic. Please be sure to include a description of your computer issues and what you have done to try to resolve them.

If you cannot produce any of the other logs, then please create the new topic anyway, include the information that you were unable to produce the other logs and why and include the ComboFix log along with a description of your computer issues.

Orange Blossom :cherry:
Help us help you. If HelpBot replies, you MUST follow step 1 in its reply so we know you need help.

Orange Blossom

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#5 Orange Blossom

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Posted 13 August 2011 - 01:19 AM

Hello,

Now that you have posted a log here: http://www.bleepingcomputer.com/forums/topic414184.html you should NOT make further changes to your computer (install/uninstall programs, use special fix tools, delete files, edit the registry, etc) unless advised by a MRT Team member, nor should you ask for help elsewhere. Doing so can result in system changes which may not show in the log you already posted. Further, any modifications you make on your own may cause confusion for the helper assisting you and could complicate the malware removal process which would extend the time it takes to clean your computer.

From this point on the MRT Team should be the only members that you take advice from, until they have verified your log as clean.

Please be patient. It may take a while to get a response because the MRT Team members are EXTREMELY busy working logs posted before yours. They are volunteers who will help you out as soon as possible. Once you have made your post and are waiting, please DO NOT make another reply until it has been responded to by a member of the MRT Team. Generally the staff checks the forum for postings that have 0 replies as this makes it easier for them to identify those who have not been helped. If you post another response there will be 1 reply. A team member, looking for a new log to work may assume another MRT Team member is already assisting you and not open the thread to respond.

Please be patient. It may take several days to get a response but your log will be reviewed and answered as soon as possible. I advise checking your topic once a day for responses as the e-mail notification system is unreliable.

If HelpBot replies to your topic, PLEASE follow Step One so it will report your topic to the team members.

To avoid confusion, I am closing this topic. Good luck with your log.

Orange Blossom :cherry:
Help us help you. If HelpBot replies, you MUST follow step 1 in its reply so we know you need help.

Orange Blossom

An ounce of prevention is worth a pound of cure

SpywareBlaster, WinPatrol Plus, ESET Smart Security, Malwarebytes' Anti-Malware, NoScript Firefox ext., Norton noscript




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