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Windows 7 Windows Explorer Has Stopped Working


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#1 jacobus5566

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Posted 21 September 2015 - 07:53 AM

Running Windows 7 Home Premium 64 bit 6.1.7601 SP1 Build 7601 on a Custom Built Laptop, CLEVO P370EM x64 based PC, BIOS American Megatrends Inc. 4.6.5, 16/11/2012, SMBIOS Version 2.7. DDR3 Dual Channel 32GB (16GB Usable). NVIDIA GeForce GTX 680M. NVIDIA High Definition Audio / Realtek High Definition Audio / USB Audio DAC.

Hello again! A much-beloved laptop running some assistive technology for a disabled user. Apologies again in advance for my absolute lack of technical knowledge - please be patient with me!

Every time I launch Windows Explorer (aka file manager), after just a minute or so, it hangs/greys out and displays a small window that says, "Windows Explorer Has Stopped Working" ...this then changes to, "checking for a solution," or, "restarting Windows Explorer." During this hang (usually 1 to 2 minutes) nothing else on the desktop or taskbar can be altered or launched. When Windows rights itself, all the desktop icons have been moved to different positions, the taskbar tray goes blank and then some of the tray icons reappear (as if Windows is restarting) - but many tray icons are now missing.

I originally posted my problem here: http://www.bleepingcomputer.com/forums/t/589365/windows-7-windows-explorer-has-stopped-working/

...and was referred to here: http://www.bleepingcomputer.com/forums/t/589619/windows-7-windows-explorer-has-stopped-working/

...and now I've been referred back here for further help. Apologies if this involves a lot of back-and-forth, but it seemed like the best way to explain the journey I've been on.

Here's where I am with my problem right now. Following what seemed to my very non-tech eyes like a partially successful restore, followed by a ctrl-alt-del reboot > F8 > Best Known Configuration... some of the issues have resolved (see my "Am I Infected?..." post #21.

However, very slow startup still persists, as does some hanging in Windows Explorer/File Manager (though so far no outright crashes) and in other programs. Still getting a lot of the spinning-blue-ring-thingy next to the mouse pointer, and still quite a bit more fan activity than is usual. One other thing I've noticed - when restarting Windows, I always get the black screen that says something like "Some processes still running, etc." and offering the choice of a forced restart - though Windows always restarts itself after a few seconds anyway.
 

All and any help very appreciated with this highly frustrating issue!  Jake.

 



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#2 usasma

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Posted 21 September 2015 - 08:04 AM

OK, now let's get to work on fixing up Windows.

 

First, let's use this free program:  http://www.nirsoft.net/utils/shexview.html

Disable (DO NOT delete) all non-WIndows shell extensions (this includes Office stuff as non-Windows).  Disable them by removing the checkmark next to them.

Then reboot and see if that has helped with the blue ring problem.  If it has, re-enable things by ½'s and find the exact problem - then uninstall that program.

 

Beyond that, let's try looking at these reports:

1)  Please provide this information (even though you may not be reporting BSOD's) so we can provide a complete analysis (from the Pinned Topic at the top of the forum):  http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/

2)  Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on Administrative Events
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

FYI - If we're looking for Event ID 41 errors (unexplained shutdowns), there's more info on that here:  http://support.microsoft.com/kb/2028504

While waiting for a reply, please monitor your temps with this free utility:  http://www.cpuid.com/softwares/hwmonitor.html


Edited by usasma, 21 September 2015 - 08:06 AM.

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#3 jacobus5566

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Posted 21 September 2015 - 08:49 AM

Hello again!

 

Will do as instructed ASAP - in the meantime, I will run the temps monitor.

 

Bear with me!

 

Thanks... Jake.



#4 jacobus5566

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Posted 21 September 2015 - 05:00 PM

Back again - here's where I am so far.

 

Downloaded and ran shexview.exe. Disabled EVERYTHING not listed as "Microsoft Windows Operating System" in the Product Name column. Rebooted - no improvement - still getting all symptoms previously described.

 

Find attached zip files requested.

 

Back to you... Jake.

Attached File  Admin.evtx.zip   449.48KB   10 downloadsAttached File  perfmon.zip   176.64KB   3 downloadsAttached File  SysnativeFileCollectionApp.zip   2.27MB   4 downloads



#5 usasma

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Posted 22 September 2015 - 05:21 AM

Unfortunately it appears that the OS installed isn't legitimate.
Please get a legitimate copy of the OS installed and we'll be glad to help.

Here's suggestions on how to ensure that your version is legitimate:  http://windows.microsoft.com/en-us/windows/genuine


There are enough signs here that I have to wonder about this installation. Should this be a pirated copy of Windows, please be aware that we may not be able to fix it (as the hacks that were done to activate it will cause the OS to behave differently than we expect it to). If that's the case, our efforts to help may just waste your time. Secondly, the forum rules prohibit assisting with pirated software - so the topic would be closed if that is the case.
 


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#6 jacobus5566

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Posted 22 September 2015 - 06:05 AM

Hello again,

 

This is a completely unexpected turn of events, and actually quite upsetting from my standpoint. Although I was aware that the laptop was "second hand" - in the sense that it was given to me by a friend who had upgraded their setup - I had thought I was fully aware of its origins and history. Now it seems that this is not the case at all.

 

I will explore the validation links given and hopefully get back to you again soon. I can only offer my apologies if any of this has put you yourself in an awkward position with regards to offering guidance to me, or indeed if I have breeched (however unwittingly) the rules of the forum.

 

Yours very sincerely, Jacob Lange.



#7 usasma

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Posted 22 September 2015 - 06:15 AM

Is there a legitimate Windows sticker on the bottom of the laptop?  If so, then that may point you a legal version of the OS.

Contact Clevo for recovery disks for the system - that should also contain a legitmate version of the OS that the system came equipped with.


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#8 jacobus5566

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Posted 22 September 2015 - 01:54 PM

Yes there is. Can attach photo if required?

 

One other interesting development. Followed the link you provided and took the option to download and run the validater. I quote from the webpage:

 

"Is your Windows genuine?
"With a few simple clicks, you can check to see if you're running genuine Windows.
"If you previously validated Windows, click to view customized recommendations for resolution and special offers from Microsoft to get genuine Windows. Validation will not prevent you from accessing your files or interfere with normal operation of your PC."

 

Downloaded and ran exe file...  then clicked on "Validate now"

After a short wait, browser took me to:   http://www.microsoft.com/genuine/validate/ValidationResult.aspx?displaylang=en&PageName=validate

"Welcome to Windows!
"Because Windows installed on your PC is genuine, enjoy the security, reliability and protection it provides... " etc, etc.

 

Any ideas? Jake.



#9 usasma

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Posted 22 September 2015 - 03:59 PM

Don't post the info from the sticker - that will allow others to use your product ID.

 

Let's have a look at this report:

License Information (Windows 7 and earlier)

Please provide the MGADiag report according to these instructions (from this post: http://www.sevenforums.com/tutorials/165472-product-key-number-uninstall-deactivate-windows-3.html#post1767989 ):

To properly analyse and solve problems with Activation and Validation, we need to see a full copy of the report produced by the MGADiag tool (download and save to desktop - http://go.microsoft.com/fwlink/?linkid=52012 )
Once saved, run the tool.
Click on the Continue button, which will produce the report.
To copy the report to your response, click on the Copy button in the tool (ignore any error messages at this point), and then paste (using either r-click/Paste, or Ctrl+V ) into your response.


 

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#10 jacobus5566

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Posted 23 September 2015 - 05:28 AM

Hello... here is the report from the MGADiag tool:

 

Diagnostic Report (1.9.0027.0):
-----------------------------------------
Windows Validation Data-->

Validation Code: 0
Cached Online Validation Code: 0x0
Windows Product Key: *****-*****-97C8V-JBHP8-Y7CTV
Windows Product Key Hash: UFSRHTcrgI48tJSAqTx4GXH//W0=
Windows Product ID: 00359-OEM-8704101-32488
Windows Product ID Type: 3
Windows License Type: OEM System Builder
Windows OS version: 6.1.7601.2.00010300.1.0.003
ID: {AAB69F59-D514-43B9-874A-A903BDA11612}(1)
Is Admin: Yes
TestCab: 0x0
LegitcheckControl ActiveX: N/A, hr = 0x80070002
Signed By: N/A, hr = 0x80070002
Product Name: Windows 7 Home Premium
Architecture: 0x00000009
Build lab: 7601.win7sp1_gdr.150722-0600
TTS Error:
Validation Diagnostic:
Resolution Status: N/A

Vista WgaER Data-->
ThreatID(s): N/A, hr = 0x80070002
Version: N/A, hr = 0x80070002

Windows XP Notifications Data-->
Cached Result: N/A, hr = 0x80070002
File Exists: No
Version: N/A, hr = 0x80070002
WgaTray.exe Signed By: N/A, hr = 0x80070002
WgaLogon.dll Signed By: N/A, hr = 0x80070002

OGA Notifications Data-->
Cached Result: N/A, hr = 0x80070002
Version: N/A, hr = 0x80070002
OGAExec.exe Signed By: N/A, hr = 0x80070002
OGAAddin.dll Signed By: N/A, hr = 0x80070002

OGA Data-->
Office Status: 109 N/A
OGA Version: N/A, 0x80070002
Signed By: N/A, hr = 0x80070002
Office Diagnostics: 025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3

Browser Data-->
Proxy settings: N/A
User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Win32)
Default Browser: C:\Program Files (x86)\Mozilla Firefox\firefox.exe
Download signed ActiveX controls: Disabled
Download unsigned ActiveX controls: Disabled
Run ActiveX controls and plug-ins: Disabled
Initialize and script ActiveX controls not marked as safe: Disabled
Allow scripting of Internet Explorer Webbrowser control: Disabled
Active scripting: Allowed
Script ActiveX controls marked as safe for scripting: Disabled

File Scan Data-->

Other data-->
Office Details: <GenuineResults><MachineData><UGUID>{20318445-1BFC-48A0-BD48-41B4A8212A1B}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7601.2.00010300.1.0.003</OS><Architecture>x64</Architecture><PKey>*****-*****-*****-*****-Y7CTV</PKey><PID>00359-OEM-8704101-32488</PID><PIDType>3</PIDType><SID>S-1-5-21-4279397334-1541657934-2795439101</SID><SYSTEM><Manufacturer>CLEVO                            </Manufacturer><Model>P370EM</Model></SYSTEM><BIOS><Manufacturer>American Megatrends Inc.</Manufacturer><Version>4.6.5</Version><SMBIOSVersion major="2" minor="7"/><Date>20121116000000.000000+000</Date></BIOS><HWID>15B33E07018400FE</HWID><UserLCID>0809</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>GMT Standard Time(GMT+00:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM/><GANotification/></MachineData><Software><Office><Result>109</Result><Products/><Applications/></Office></Software></GenuineResults>  

Spsys.log Content: 0x80070002

Licensing Data-->
Software licensing service version: 6.1.7601.17514

Name: Windows® 7, HomePremium edition
Description: Windows Operating System - Windows® 7, OEM_COA_NSLP channel
Activation ID: 586bc076-c93d-429a-afe5-a69fbc644e88
Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
Extended PID: 00359-00174-041-032488-02-2057-7601.0000-3612012
Installation ID: 015963176930462260755504480951559292028866173405763526
Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88338
Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88339
Use License URL: http://go.microsoft.com/fwlink/?LinkID=88341
Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88340
Partial Product Key: Y7CTV
License Status: Licensed
Remaining Windows rearm count: 2
Trusted time: 23/09/2015 11:26:20

Windows Activation Technologies-->
HrOffline: 0x00000000
HrOnline: 0x00000000
HealthStatus: 0x0000000000000000
Event Time Stamp: 9:22:2015 12:09
ActiveX: Registered, Version: 7.1.7600.16395
Admin Service: Registered, Version: 7.1.7600.16395
HealthStatus Bitmask Output:


HWID Data-->
HWID Hash Current: OAAAAAMAAQABAAEAAQADAAAAAwABAAEAykso5lvb6yr+6cq7yH5SUETEngGiZa9NppWMXbzOlmM=

OEM Activation 1.0 Data-->
N/A

OEM Activation 2.0 Data-->
BIOS valid for OA 2.0: yes, but no SLIC table
Windows marker version: N/A
OEMID and OEMTableID Consistent: N/A
BIOS Information:
  ACPI Table Name    OEMID Value    OEMTableID Value
  APIC            ALASKA        A M I
  FACP            ALASKA        A M I
  HPET            ALASKA        A M I
  MCFG            ALASKA        A M I
  FPDT            ALASKA        A M I
  ASF!            INTEL          HCG
  TCPA            APTIO4        NAPAASF
  SSDT            SataRe        SataTabl
  SSDT            SataRe        SataTabl
  SSDT            SataRe        SataTabl
  DMAR            INTEL         SNB
  SSDT            SataRe        SataTabl

--

 

Back to you... Jake.



#11 usasma

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Posted 23 September 2015 - 07:45 AM

Reviewing the reports there are still signs of software piracy on this system.
Simply because you've been so polite, I will give a initial analysis - but please understand that I cannot continue.

Not only is it against the forum rules - but this may be wasting both of our times if it's the piracy that's causing these problems (I can't fix piracy problems - I know nothing about them).

The solution for piracy is to remove the pirated software (and the programs used to pirate it) - if the problem stops, then it was the piracy that caused it.

 

Many, many DCOM errors in the Admin log file.  Try this to re-register them:

 

Please attempt to fix your DCOM errors by doing this:

Go to Start, and then to Run (or the Win and R keys)
Type in "dcomcnfg" (without the quotes) and press Enter

In the Component Services window that opens, go to the left hand pane and double click on:
- Component Services, then on
- Computers, then on
- My Computer, then on
- DCOM Config
If it asks you to register any of the components, click Yes
This may happen several times if there are several unregistered components

Once you're finished, close the window and reboot the computer.
Check to see if the problems are fixed.
NOTE:  This is a generic "fix" for DCOM errors.  If it does not fix your problems, please post back.

 

Some errors with your ESET protection.  Please:

- download a fresh copy of the latest compatible version

- uninstall the current version

- install the freshly downloaded version

 

Uninstall/reinstall Skype (just being cautious here - I saw 2 errors related to it).

 

There's a problem with the Microsoft Teredo Tunneling Adapter in Device Manager

Please locate it, then right click on it and select "Uninstall"

Reboot the computer and check to see if the error returns (it's not supposed to come back)

 

There seems to be networking problems shown in the WER section of MSINFO32

Download, uninstall, then install the freshly downloaded copies of your wired and wireless network drivers

Broadcom NetXtreme II driver dates from 2008 - please update it

BlackBerry Smartphone driver dates from 2007 - please update it

 

wdcsam64.sys driver dates from 2008 and is a known cause of BSOD's on some Windows systems.  Please uninstall the Western Digital software.

 

Daemon Tools (and Alcohol % software) are known to cause BSOD's on some Windows systems (mostly due to the sptd.sys driver, although I have seen both dtsoftbus01.sys and dtscsibus.sys blamed on several occasions).

Please un-install the program, then use the following free tool to ensure that the troublesome sptd.sys driver is removed from your system (pick the 32 or 64 bit system depending on your system's configuration):  New link (15 Aug 2012):  http://www.duplexsecure.com/downloads (pick the appropriate version for your system and select "Un-install" when you run it).
Alternate link:  http://www.disc-tools.com/download/sptd
Manual procedure here:  http://daemonpro-help.com/en/problems_and_solutions/registry_and_sptd_problems.html


I'm uncertain of your antivirus/Internet Security status.  Please only have 1 antivirus running at a time and only 1 firewall running at a time.

 

Brother printer drivers date from 2006 - probably should be updated also


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#12 jacobus5566

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Posted 23 September 2015 - 08:12 AM

John - thank you so much for your forbearance in all of this. It was never my intention to cause conflicts of interest or to break forum rules.

 

I will carefully apply the procedures recommended.

 

Kind regards, Jake.



#13 jacobus5566

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Posted 26 September 2015 - 10:18 AM

Hello there once again,

 

If my further posting here is inappropriate or undesirable, please feel free to tell me to cease and desist immediately - I will completely understand. Also, I have no wish to put you personally in a difficult position.

 

Here, for what it is worth, is where I've got to so far:

 

DONE: Skype un-installed.

DONE: Microsoft Teredo Tunneling Adapter un-installed.

DONE: wdcsam64.sys driver / Western Digital software un-installed.

DONE: Daemon Tools (and Alcohol % software) all un-installed fully as instructed.

 

QUERY? Quote: "Many, many DCOM errors in the Admin log file.  Try this to re-register them... " etc. Followed your instructions exactly... dcomcnfg > Component Services > Computers > My Computer > double click on DCOM Config... I was just presented with a list of components, no prompts to register or re-register... what have I missed? Did I forget something obvious?! Am I missing something really stupidly here??

 

QUERY? BlackBerry Smartphone driver dates from 2007 / Brother printer drivers date from 2006... I have never owned or even connected a BlackBerry Smartphone or a Brother printer to my laptop, to my knowledge. Do I still need to find updates?

 

QUERY? "Some errors with your ESET protection... " Although I downloaded and ran ESET as part of my time on the previous forum (as I was told to do), when the scan finished I checked the "uninstall" option. I cannot find a trace of it either with Windows or Revo uninstallers?

 

I am currently only running AVG Free and Windows Firewall - as far as I can see, anyway.

 

Re. wired / wireless drivers. Device Manager > Network Adapters shows I have:

Killer Wireless N-1202 Network Adapter  - update found here? http://www.killernetworking.com/support/driver-downloads > Killer Suite 1.1.56.1581 ???

Microsoft Virtual Wifi Miniport Adapter

Realtek PCe GBE Family Controller

    - do all these need updating??

 

QUERY? "Broadcom NetXtreme II driver dates from 2008 - please update it..." - cannot locate an update for this online??

 

That's where I am so far.

Jake.



#14 usasma

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Posted 28 September 2015 - 05:09 AM

Glad to hear that you've taken most of the steps.

The next step is normally to wait to see if the BSOD's recur.

But, in this case we'll still have to wait for you to get the new OS.

Good luck!


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#15 jacobus5566

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Posted 28 September 2015 - 05:12 AM

Thank you again, John. With all best wishes, Jake.  :)






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