Internet Explorer AppCrash error, fault module kernel32.dll

I am encountering problems with a web application that appears to be sporadically crashing for some users. The program gathers and formats a moderate amount of data from an internal source. It works fine most of the time, but occasionally when the user comes back to the page or tries to open up a new IE tab or window after running it, they receive the following error message and all IE windows shut down. I've tried having the users run without add-ons and the problem is still occurring. Any assistance or guidance would be helpful.

 

 

Thanks,

Curtis

 
Question Info

Last updated July 12, 2018 Views 6,112 Applies to:
Answer

Hi Curtis,

Here are some steps you can try to help resolve your issue: 

STEP 1:

 

To help determine if the issue is with a service/program causing IE to crash we will need to do a clean boot. Here's how:

 

1) 

         Click
Start
         Typemsconfiginto the search field (If you are using Windows XP: ClickRun… and typemsconfig into theOpen: field)
         Press
Enter on your keyboard
         Click
Continue on theUser Account Control (If prompted)
         Click
Selective startup
         UncheckLoad startup items
         Click theServices tab
         Check the
Hide all Microsoft services box
         Click
Disable all
         ClickOK
         ClickRestart Now
Once your computer has finished restarting, test to see if you still get the same crash of Windows Explorer. If not then you just have to identify which service/startup item was causing the problem.

 

2)

 

         ClickStart
         Typemsconfiginto the search field (If you are using Windows XP: ClickRun… and typemsconfig into theOpen: field)
         Press
Enter on your keyboard
         Click
Continue on theUser Account Control (If prompted)
         Click the
Servicestab
         Check the
Hide all Microsoft servicesbox
        
Check (Enable) the top half of the service boxes
         Click
OK
         ClickRestart Now

3)

 

Once your computer has restarted, again test to see if the problem is still gone. If so, then the services you enabled are good to stay. Repeat the enabling process for half of the remaining disabled services and continue this process until the problem returns or all services are enabled. If the problem returns then you will need to test the last batch of services you enabled one by one to find which was causing the problem to occur.
 
If you enable all services and the problem still hasn’t returned:
         Click
Start
         Typemsconfiginto the search field (If you are using Windows XP: ClickRun… and typemsconfig into theOpen: field)
         Press
Enter on your keyboard
         Click
Continue on theUser Account Control (If prompted)
         Click the
Startup tab
        
Check (Enable) the top half of the service boxes
         Click
OK
         ClickRestart Now

Follow the same process as before, with testing after each restart. If the problem hasn’t returned, go back and enable half of the remaining list of startup items and continue the process until the problem has returned. Then you will need to test the last batch of startup items you enabled one by one to find which causes the problem to occur.
 
Once you have identified which service/startup item causes the problem in Windows Explorer you will need to either disable/uninstall/update the program to avoid further problems.

 

STEP 2:

 

Another potential cause of this issue could easily be spyware. Spyware commonly uses a browser to embed software which can cause instability and other issues with IE. It is definitely one of the steps I would use  do to troubleshoot. I would recommend doing a full scan from one of the two following groups, Malware/virus scanner and Adware/spyware:

 

Free malware/virus Scanners:s

 

Microsoft

_http://onecare.live.com/site/en-us/default.htm

Use Full Service Scan

 

 

Symantec:

Works in Safe Mode and free:

 _http://security.symantec.com/sscv6/WelcomePage.asp

 

Trend Micro

_http://housecall.trendmicro.com/

 

 

Free Ad-ware/spyware + malware Program:

 

 

Spybot Search and Destroy

http://www.safer-networking.org/

 

STEP 3:

 

Put computer in no add-ons mode.

Troubleshooting and Internet Explorer’s (No Add-ons) Mode [Applies to IE7 & IE8 in all OSS]
http://blogs.msdn.com/ie/archive/2006/07/25/678113.aspx

 

see if you continue to have the same issue, if you do.

 

STEP 4:

 

This should cover external issues to IE (Step 1), issues caused by potential malware (Step 3), and if this hasn't resolved your issue yet, here are additional troubleshooting steps that can be employed to resolve your issue:

 

IE 8: Web sites do not display or work correctly, or Internet Explorer stops responding, stops working, or restarts

http://support.microsoft.com/default.aspx/gp/pc_ie_v8intro

 

Internet Explorer stops responding, stops working, or restarts [Guided help]:
http://support.microsoft.com/gp/pc_ie_intro:

 

Tips for solving problems with Internet Explorer
http://windowshelp.microsoft.com/Windows/en-US/Help/8038f9ac-9bf9-4809-8d75-fc42818d8af71033.mspx

 

Let me know how this works and if you have any questions,

 

Steve <> Microsoft Partner

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