Jump to content


 


Register a free account to unlock additional features at BleepingComputer.com
Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. Using the site is easy and fun. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.


Click here to Register a free account now! or read our Welcome Guide to learn how to use this site.

Photo

getting a pop-up window that says explorer.exe has stopped working


  • Please log in to reply
1 reply to this topic

#1 Cli7nt

Cli7nt

  • Members
  • 30 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Los Angeles
  • Local time:11:10 PM

Posted 20 November 2015 - 05:48 AM

DVD Rom on my laptop seems no not work and getting a pop-up window that says explorer.exe has stopped working. Here is a Snapshot using Speccy http://speccy.piriform.com/results/osvN7hSgxGVLUObMRhxRNJw

I'm also providing Toolbox result after checkmarking the following: List last 10 Event Viewer log, List Installed Programs, List Users, Partitions and Memory size.

 

MiniToolBox by Farbar  Version: 02-11-2015
Ran by CLi7NT (administrator) on 20-11-2015 at 02:26:40
Running from "C:\Users\CLi7NT\Downloads"
Microsoft Windows 7 Professional  Service Pack 1 (X64)
Model: U56E Manufacturer: ASUSTeK Computer Inc.
Boot Mode: Normal
***************************************************************************
 
========================= Event log errors: ===============================
 
Application errors:
==================
Error: (11/20/2015 02:19:19 AM) (Source: Application Error) (User: )
Description: Faulting application name: Explorer.EXE, version: 6.1.7601.17567, time stamp: 0x4d672ee4
Faulting module name: mswsock.dll, version: 6.1.7601.18254, time stamp: 0x522be0b3
Exception code: 0xc0000005
Fault offset: 0x00000000000012c9
Faulting process id: 0xf58
Faulting application start time: 0xExplorer.EXE0
Faulting application path: Explorer.EXE1
Faulting module path: Explorer.EXE2
Report Id: Explorer.EXE3
 
Error: (11/20/2015 02:12:18 AM) (Source: Application Error) (User: )
Description: Faulting application name: ZeroConfigService.exe, version: 16.10.0.0, time stamp: 0x52cda7eb
Faulting module name: MurocApi.dll, version: 16.10.0.0, time stamp: 0x52cda6c5
Exception code: 0xc0000005
Fault offset: 0x000000000002bcd8
Faulting process id: 0x7e4
Faulting application start time: 0xZeroConfigService.exe0
Faulting application path: ZeroConfigService.exe1
Faulting module path: ZeroConfigService.exe2
Report Id: ZeroConfigService.exe3
 
Error: (11/20/2015 02:12:04 AM) (Source: WinMgmt) (User: )
Description: //./root/CIMV2SELECT * FROM __InstanceModificationEvent WITHIN 60 WHERE TargetInstance ISA "Win32_Processor" AND TargetInstance.LoadPercentage > 990x80041003
 
Error: (11/20/2015 02:09:33 AM) (Source: AdvancedSystemCareService8) (User: )
Description: The handle is invalid
 
Error: (11/20/2015 02:09:33 AM) (Source: AdvancedSystemCareService8) (User: )
Description: The handle is invalid
 
Error: (11/20/2015 12:17:34 AM) (Source: Application Error) (User: )
Description: Faulting application name: explorer.exe, version: 6.1.7601.17567, time stamp: 0x4d672ee4
Faulting module name: shlext64.dll, version: 15.0.14.256, time stamp: 0x5625e508
Exception code: 0xc0000005
Fault offset: 0x0000000000020468
Faulting process id: 0x558
Faulting application start time: 0xexplorer.exe0
Faulting application path: explorer.exe1
Faulting module path: explorer.exe2
Report Id: explorer.exe3
 
Error: (11/19/2015 11:45:34 PM) (Source: Application Error) (User: )
Description: Faulting application name: Explorer.EXE, version: 6.1.7601.17567, time stamp: 0x4d672ee4
Faulting module name: mswsock.dll, version: 6.1.7601.18254, time stamp: 0x522be0b3
Exception code: 0xc0000005
Fault offset: 0x00000000000012c9
Faulting process id: 0xc54
Faulting application start time: 0xExplorer.EXE0
Faulting application path: Explorer.EXE1
Faulting module path: Explorer.EXE2
Report Id: Explorer.EXE3
 
Error: (11/19/2015 11:40:51 PM) (Source: WinMgmt) (User: )
Description: //./root/CIMV2SELECT * FROM __InstanceModificationEvent WITHIN 60 WHERE TargetInstance ISA "Win32_Processor" AND TargetInstance.LoadPercentage > 990x80041003
 
Error: (11/19/2015 05:12:34 AM) (Source: Application Error) (User: )
Description: Faulting application name: ZeroConfigService.exe, version: 16.10.0.0, time stamp: 0x52cda7eb
Faulting module name: MurocApi.dll, version: 16.10.0.0, time stamp: 0x52cda6c5
Exception code: 0xc0000005
Fault offset: 0x000000000002bcd8
Faulting process id: 0x554
Faulting application start time: 0xZeroConfigService.exe0
Faulting application path: ZeroConfigService.exe1
Faulting module path: ZeroConfigService.exe2
Report Id: ZeroConfigService.exe3
 
Error: (11/19/2015 05:12:24 AM) (Source: Microsoft-Windows-CAPI2) (User: )
Description: The Cryptographic Services service failed to initialize the Catalog Database. The ESENT error was: -550.
 
 
System errors:
=============
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
Error: (11/20/2015 02:19:51 AM) (Source: cdrom) (User: )
Description: The driver detected a controller error on \Device\CdRom0.
 
 
Microsoft Office Sessions:
=========================
 
=========================== Installed Programs ============================
 
Adobe Photoshop Elements 13 (HKLM-x32\...\{609818B9-23EB-4196-B466-EFE05E92A32F}) (Version: 13.1 - Adobe Systems Incorporated)
Adobe Premiere Elements 13 (HKLM-x32\...\{E76173BC-DC9A-49C3-9B9F-FD7814FC3308}) (Version: 13.1 - Adobe Systems Incorporated)
Advanced Renamer (HKLM-x32\...\Advanced Renamer_is1) (Version: 3.66 - Hulubulu Software)
Advanced SystemCare 8 (HKLM-x32\...\Advanced SystemCare 8_is1) (Version: 8.4.0 - IObit)
Alcor Micro USB Card Reader (HKLM-x32\...\{4555BB9E-E715-4260-A178-E8EFD2B653E3}) (Version: 1.2.0117.08443 - Alcor Micro Corp.) Hidden
Alcor Micro USB Card Reader (HKLM-x32\...\AmUStor) (Version: 1.2.0117.08443 - Alcor Micro Corp.)
Apple Application Support (32-bit) (HKLM-x32\...\{649A1FD9-5892-46AD-8DF0-C4A43FF61CB7}) (Version: 4.1 - Apple Inc.)
Apple Application Support (64-bit) (HKLM\...\{0DE0A178-AC7B-4650-806C-CF226DE03766}) (Version: 4.1 - Apple Inc.)
Apple Mobile Device Support (HKLM\...\{3540181E-340A-4E7A-B409-31663472B2F7}) (Version: 9.1.0.6 - Apple Inc.)
Apple Software Update (HKLM-x32\...\{FFD1F7F1-1AC9-4BC4-A908-0686D635ABAF}) (Version: 2.1.4.131 - Apple Inc.)
ASAP Utilities (HKLM-x32\...\ASAP Utilities_is1) (Version: 5.5.1 - Bastien Mensink - A Must in Every Office BV)
Asmedia ASM104x USB 3.0 Host Controller Driver (HKLM-x32\...\{E4FB0B39-C991-4EE7-95DD-1A1A7857D33D}) (Version: 1.12.9.0 - Asmedia Technology)
ASUS LifeFrame3 (HKLM-x32\...\{1DBD1F12-ED93-49C0-A7CC-56CBDE488158}) (Version: 3.0.22 - ASUS)
ASUS USB Charger Plus (HKLM-x32\...\{AECA3622-E634-4A55-A696-70A511CBE06E}) (Version: 2.0.3 - AsusTek Computer Inc.)
ATK Package (HKLM-x32\...\{AB5C933E-5C7D-4D30-B314-9C83A49B94BE}) (Version: 1.0.0010 - ASUS)
Avira Antivirus (HKLM-x32\...\Avira Antivirus) (Version: 15.0.14.259 - Avira Operations GmbH & Co. KG)
Avira Browser Safety (HKLM-x32\...\{9E10EA90-5E97-43B7-A246-FC7B4F5E9493}) (Version: 1.4.5.509 - Avira Operations GmbH & Co KG)
Avira Launcher (HKLM-x32\...\{18BD67B4-2BB3-4D1B-A33A-1B57A3BB7A1C}) (Version: 1.1.49.18939 - Avira Operations GmbH & Co. KG) Hidden
Avira Launcher (HKLM-x32\...\{59c4462d-a177-4d44-a95b-deda1be79844}) (Version: 1.1.49.18939 - Avira Operations GmbH & Co. KG)
Beyond Compare 3.3.13 (HKLM-x32\...\BeyondCompare3_is1) (Version: 3.3.13.18981 - Scooter Software)
Bluetooth Win7 Suite (64) (HKLM\...\{230D1595-57DA-4933-8C4E-375797EBB7E1}) (Version: 7.4.0.40 - Atheros Communications)
Bonjour (HKLM\...\{56DDDFB8-7F79-4480-89D5-25E1F52AB28F}) (Version: 3.1.0.1 - Apple Inc.)
Bulk Rename Utility 2.7.1.3 (HKLM\...\Bulk Rename Utility_is1) (Version:  - TGRMN Software)
CDBurnerXP (HKLM-x32\...\{7E265513-8CDA-4631-B696-F40D983F3B07}_is1) (Version: 4.5.6.5844 - CDBurnerXP)
Compiled Driver Disk (ZTE) 1.0 (HKLM\...\{3DCF00F5-04A5-4543-A088-705480811211}_is1) (Version: 1.0.8.0 - COMPELSON Labs)
dupeGuru (HKLM\...\{C11DACBD-8863-4AA4-94AD-708602F6F7EF}) (Version: 3.9.1 - Hardcoded Software)
ETDWare PS/2-X64 8.0.5.3_WHQL (HKLM\...\Elantech) (Version: 8.0.5.3 - ELAN Microelectronic Corp.)
FastStone Image Viewer 5.5 (HKLM-x32\...\FastStone Image Viewer) (Version: 5.5 - FastStone Soft)
FileZilla Client 3.14.1 (HKLM-x32\...\FileZilla Client) (Version: 3.14.1 - Tim Kosse)
Foxit Reader (HKLM-x32\...\Foxit Reader_is1) (Version: 7.2.2.929 - Foxit Software Inc.)
Free MP3 Ringtone Maker v1.0 (HKLM-x32\...\Free MP3 Ringtone Maker_is1) (Version: 1.0 - GustoSoft)
GeoSetter 3.4.16 (HKLM-x32\...\GeoSetter_is1) (Version:  - Friedemann Schmidt)
Glary Utilities PRO 5.37 (HKLM-x32\...\Glary Utilities 5) (Version: 5.37.0.57 - Glarysoft Ltd)
Google Chrome (HKLM-x32\...\Google Chrome) (Version: 46.0.2490.86 - Google Inc.)
Google Update Helper (HKLM-x32\...\{60EC980A-BDA2-4CB6-A427-B07A5498B4CA}) (Version: 1.3.28.15 - Google Inc.) Hidden
Image Comparer v3.8 (HKLM-x32\...\{D37E8E49-1AA3-401F-BA15-50AB88A2712D}_is1) (Version: 3.8 - Bolide Software)
import.io (HKCU\...\{95981586-8D7F-49E9-9C7F-3AA704641471}_is1) (Version: 0.1 - import.io)
Intel® Chipset Device Software (HKLM-x32\...\{98f335cd-0a32-4b3f-b74c-ef9480e834f0}) (Version: 10.0.27 - Intel® Corporation) Hidden
Intel® Control Center (HKLM-x32\...\{F8A9085D-4C7A-41a9-8A77-C8998A96C421}) (Version: 1.2.1.1007 - Intel Corporation)
Intel® Management Engine Components (HKLM-x32\...\{65153EA5-8B6E-43B6-857B-C6E4FC25798A}) (Version: 7.0.0.1144 - Intel Corporation)
Intel® Processor Graphics (HKLM-x32\...\{F0E3AD40-2BBD-4360-9C76-B9AC9A5886EA}) (Version: 9.17.10.4229 - Intel Corporation)
Intel® PROSet/Wireless Software (HKLM-x32\...\{eddf4201-b72e-4e94-9e7b-ac1ba97c029f}) (Version: 16.11.0 - Intel Corporation)
Intel® PROSet/Wireless WiMAX Software (HKLM\...\{18A6B663-A646-457B-A314-5CF58AECB06A}) (Version: 6.02.1000 - Intel Corporation)
IObit Uninstaller (HKLM-x32\...\IObitUninstall) (Version: 4.3.0.5 - IObit)
iTag (HKLM-x32\...\iTag) (Version:  - )
iTunes (HKLM\...\{E690A491-702F-4DEC-9977-C015D1DBB57C}) (Version: 12.3.1.23 - Apple Inc.)
Java 8 Update 65 (64-bit) (HKLM\...\{26A24AE4-039D-4CA4-87B4-2F86418065F0}) (Version: 8.0.650.17 - Oracle Corporation)
Java 8 Update 65 (HKLM-x32\...\{26A24AE4-039D-4CA4-87B4-2F83218065F0}) (Version: 8.0.650.17 - Oracle Corporation)
LastPass (uninstall only) (HKLM-x32\...\LastPass) (Version:  - LastPass)
Microsoft .NET Framework 4.5.2 (HKLM\...\{92FB6C44-E685-45AD-9B20-CADF4CABA132} - 1033) (Version: 4.5.51209 - Microsoft Corporation)
Microsoft Office 2007 Service Pack 3 (SP3) (HKLM-x32\...\{91120000-002F-0000-0000-0000000FF1CE}_HOMESTUDENTR_{6E107EB7-8B55-48BF-ACCB-199F86A2CD93}) (Version:  - Microsoft)
Microsoft Office File Validation Add-In (HKLM-x32\...\{90140000-2005-0000-0000-0000000FF1CE}) (Version: 14.0.5130.5003 - Microsoft Corporation)
Microsoft Office Home and Student 2007 (HKLM-x32\...\HOMESTUDENTR) (Version: 12.0.6612.1000 - Microsoft Corporation)
Microsoft Visual C++ 2005 Redistributable (HKLM-x32\...\{710f4c1c-cc18-4c49-8cbf-51240c89a1a2}) (Version: 8.0.61001 - Microsoft Corporation)
Microsoft Visual C++ 2005 Redistributable (x64) (HKLM\...\{ad8a2fa1-06e7-4b0d-927d-6e54b3d31028}) (Version: 8.0.61000 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161 (HKLM\...\{5FCE6D76-F5DC-37AB-B2B8-22AB8CEDB1D4}) (Version: 9.0.30729.6161 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161 (HKLM-x32\...\{9BE518E6-ECC6-35A9-88E4-87755C07200F}) (Version: 9.0.30729.6161 - Microsoft Corporation)
Microsoft Visual C++ 2010  x64 Redistributable - 10.0.40219 (HKLM\...\{1D8E6291-B0D5-35EC-8441-6616F567A0F7}) (Version: 10.0.40219 - Microsoft Corporation)
Microsoft Visual C++ 2010  x86 Redistributable - 10.0.40219 (HKLM-x32\...\{F0C3E5D1-1ADE-321E-8167-68EF0DE699A5}) (Version: 10.0.40219 - Microsoft Corporation)
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030 (HKLM-x32\...\{ca67548a-5ebe-413a-b50c-4b9ceb6d66c6}) (Version: 11.0.61030.0 - Microsoft Corporation)
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030 (HKLM-x32\...\{33d1fd90-4274-48a1-9bc1-97e33d9c2d6f}) (Version: 11.0.61030.0 - Microsoft Corporation)
MOBILedit! Support Libraries (HKLM-x32\...\{9DF587A2-054C-46A2-9B1A-4A230F389E4B}) (Version: 12.0.0 - COMPELSON Labs)
MOBILedit! ver. 8.1.0.7555 (HKLM-x32\...\{47DA7D2E-408C-4050-B75F-95F6D2E6A332}_is1) (Version: 8.1.0.7555 - COMPELSON Labs)
Mp3tag v2.72 (HKLM-x32\...\Mp3tag) (Version: v2.72 - Florian Heidenreich)
Notepad++ (HKLM-x32\...\Notepad++) (Version: 6.8.6 - Notepad++ Team)
OpenOffice 4.1.2 (HKLM-x32\...\{E6AD67BB-1C33-4AB3-A387-E0D48137AB70}) (Version: 4.12.9782 - Apache Software Foundation)
Phone Drivers Downloader 1.1 (HKLM\...\{BDDB58A5-F98E-4D3C-B554-4A4D31C6D405}_is1) (Version: 1.1.0.0 - COMPELSON Labs)
PuTTY release 0.65 (HKLM-x32\...\PuTTY_is1) (Version: 0.65 - Simon Tatham)
Realtek High Definition Audio Driver (HKLM-x32\...\{F132AF7F-7BCA-4EDE-8A7C-958108FE7DBC}) (Version: 6.0.1.7553 - Realtek Semiconductor Corp.)
Revo Uninstaller Pro 3.1.4 (HKLM\...\{67579783-0FB7-4F7B-B881-E5BE47C9DBE0}_is1) (Version: 3.1.4 - VS Revo Group, Ltd.)
Screaming Frog SEO Spider (HKLM-x32\...\Screaming Frog SEO Spider) (Version: 5.0 - Screaming Frog Ltd)
Smart Defrag 4 (HKLM-x32\...\Smart Defrag 4_is1) (Version: 4.3 - IObit)
Sonic Focus (HKLM-x32\...\{09BCB9CE-964B-4BDA-AE46-B5A0ABEF1D3F}) (Version: 1.0.0.4 - Synopsys )
Spotify (HKCU\...\Spotify) (Version: 1.0.16.104.g3b776c9e - Spotify AB)
Surfing Protection (HKLM-x32\...\IObit Surfing Protection_is1) (Version: 1.2 - IObit)
Update for 2007 Microsoft Office System (KB967642) (HKLM-x32\...\{91120000-002F-0000-0000-0000000FF1CE}_HOMESTUDENTR_{C444285D-5E4F-48A4-91DD-47AAAA68E92D}) (Version:  - Microsoft)
USB2.0 UVC VGA WebCam (HKLM-x32\...\{E0A7ED39-8CD6-4351-93C3-69CCA00D12B4}) (Version: 6.2.9200.10256 - Realtek Semiconductor Corp.)
VisiPics V1.31 (HKLM-x32\...\VisiPics_is1) (Version:  - Ozone)
VLC media player (HKLM\...\VLC media player) (Version: 2.2.1 - VideoLAN)
WinFlash (HKLM-x32\...\{8F21291E-0444-4B1D-B9F9-4370A73E346D}) (Version: 2.31.1 - ASUS)
WinHTTrack Website Copier 3.48-21 (x64) (HKLM\...\WinHTTrack Website Copier_is1) (Version: 3.48.21 - HTTrack)
WinRAR 5.21 (64-bit) (HKLM\...\WinRAR archiver) (Version: 5.21.0 - win.rar GmbH)
Wireless Console 3 (HKLM-x32\...\{20FDF948-C8ED-4543-A539-F7F4AEF5AFA2}) (Version: 3.0.19 - ASUS)
ZTE Handset USB Driver (HKLM\...\{01D42BF0-ED08-463f-8A28-99EB6FEE962B}) (Version:  - ZTE Corporation)
ZTE Handset USB Driver (HKLM\...\{D2D77DC2-8299-11D1-8949-444553540000}_is1) (Version: 5.2104.1.03B01 - ZTE Corporation)
 
========================= Memory info: ===================================
 
Percentage of memory in use: 32%
Total physical RAM: 6049.13 MB
Available physical RAM: 4099.63 MB
Total Virtual: 12096.47 MB
Available Virtual: 9318 MB
 
========================= Partitions: =====================================
 
1 Drive c: () (Fixed) (Total:672.66 GB) (Free:475.93 GB) NTFS
 
========================= Users: ========================================
 
User accounts for \\CE-PC
 
Administrator            CLi7NT                   Guest                    
 
 
**** End of log ****
 

Music Is The Reason,

Clint Crisher
Los Angeles, CA

BC AdBot (Login to Remove)

 


#2 usasma

usasma

    Still visually handicapped (avatar is memory developed by my Dad


  • BSOD Kernel Dump Expert
  • 25,091 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Southeastern CT, USA
  • Local time:03:10 AM

Posted 22 November 2015 - 06:12 AM

Try:

1)  update your Intel wireless software/drivers.  If you have the latest installed (and can't install the latest version), please:

- download a fresh copy of the Intel wireless software/drivers

- uninstall the current Intel wireless drivers/software from Control Panel...Programs and Features

- then install the freshly downloaded Intel wireless software/drivers

2) 

- Download Microsoft Security Essentials

- Uninstall Avira

- use this free removal tool:  http://www.avira.com/en/support-for-free-knowledgebase-detail/kbid/88

- install Microsoft Security Essentials (this is a temporary installation - if you want to go back to Avira after the situation is fixed, feel free to do so.)

 

 

If that doesn't fix it, then please provide this information 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/

Should you have problems with the perfmon report, please disregard it (I don't use it very much anyway).

Should the app lock up for more than 15 minutes while searching for Network information (it does this in my copy of W10), go ahead and kill the app. 
Then navigate to the Documents folder and zip up the 18 reports in the SysnativeFileCollectionApp folder - then upload that with your next post.

If that doesn't work, then you can try this new app (from a friend of mine):  http://omgdebugging.com/bsod-inspector/
When done a Notepad document will open with the name of the file and it's location.
By default it'll be a .zip file located on your Desktop
Simply upload the .zip file with your next post and we'll move on from there.
***********************************************************************************************************

 


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.




0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users