Explorer keeps crashing after KB2770917 update on Surface RT

After installing KB2770917 on my Surface RT, the performance was improved. But, Explorer keeps on crashing.

 

Everytime I switch to Start menu and launch a new metro app, the screen freezes for a few seconds, and then Start menu disappears. The screen shows whatever app running at background at this time. I have to press Windows button again to bring the Start menu, and launch the app again.

 

Sometimes, there is a prompt saying "Windows Explorer has some problem". But most of the times, there are no prompts.

 

Also, if I go to desktop mode, and bring out the Charm, and select Settings, explorer crashes again. The screen will go blue for a few seconds, and back to desktop mode.

 

I've tried refresh my Surface RT (re-install OS without touching personal data). But after KB2770917 update, I have the same problem again.

 

Has anyone else got the same problem? Would some Windows RT develop look into this?

Hi Snailium,

 

Thanks for posting in Microsoft Communities. From the problem description I understand that windows explorer keeps crashing after KB2770917 update. Provide the following information:

 

·         Do you get any error message?

·         Is the issue confined to this update?

 

I would suggest you to perform a system restore and try installing the update by placing the computer in a clean boot state and check.

 

System restore for Windows 8:

 

a)    Press the ‘Windows + W’ key on the keyboard.

b)    Type system restore in the search box and then press enter.

c)    Click system restore and follow instructions.

 

Clean boot for Windows 8:

 

Follow the steps to perform Clean Boot:

 

Step 1:

 

a. Press the ‘Windows + R’ key on the keyboard.

b. In the ‘Run’ windows type ’MSCONFIG’ and click ‘Ok’.

c. Click the ‘Boot’ tab and uncheck ‘Safe Boot’ option.

d. On the ‘General’ tab, click to select the option ‘Selective startup’, and then click to clear the option Load startup items check box.

e. On the ‘Services’ tab, click to select the ‘Hide all Microsoft services’ check box, and then click ‘Disable all’.

f. On the ‘StartUp’ tab, click ‘Open Task Manager’. In the Task Manager window under startup tab, right click on each startup item which are enabled and select ‘Disable’.

g. Click ‘OK’, and then click Restart.

 

Step 2: Enable half of the services.
a. Follow steps 1a and 1b to start the System Configuration utility.
b. Click the Services tab, and then click to select the Hide all Microsoft services check box.
c. Click to select half of the check boxes in the Service list.
d. Click OK, and then click Restart.

 

Step 3: Determine whether the problem returns.
If the problem still occurs, repeat step 1 and step 2. In step 2, click to clear half of the check boxes that you originally selected in the Service list.
If the problem does not occur, repeat step 1 and step 2. In step 2, select only half of the remaining check boxes that are cleared in the Service list. Repeat these steps until you have selected all the check boxes.
If only one service is selected in the Service list, and you still experience the problem, the selected service causes the problem. Go to step 6. If no service causes this problem, go to step 4.

 

Step 4: Enable half of the Startup items.
If no startup item causes this problem, a Microsoft service most likely causes the problem. To determine which Microsoft service may be causing the problem, repeat step 1 and step 2 without selecting the Hide all Microsoft services check box in either step.

 

Step 5: Determine whether the problem returns.
If the problem still occurs, repeat step 1 and step 4. In step 4, click to clear half of the check boxes that you originally selected in the Startup Item list.
If the problem does not occur, repeat step 1 and step 4. In step 4, select only half of the remaining check boxes that are cleared in the Startup Item list. Repeat these steps until you have selected all the check boxes.
If only one startup item is selected in the Startup Item list, and you still experience the problem, the startup item that is selected in the list is the service that is causing the problem. Go to step 6.
If no startup item causes this problem, a Microsoft service most likely causes the problem. To determine which Microsoft service may be causing the problem, repeat step 1 and step 2 without selecting the Hide all Microsoft services check box in either step.

 

Step 6: Resolve the problem.
Once you determine that the startup item or the service that is causing the problem, contact the program manufacturer to determine whether the problem can be resolved. Or, run the System Configuration utility, and then click to clear the check box for the problem item.

 

Step 7:

Note: After you have finished troubleshooting, follow these steps to boot to normal startup.

a. Press the ‘Windows + R’ key on the keyboard.

b. In the ‘Run’ windows type ’MSCONFIG’ and click ‘Ok’.

c. On the ‘General’ tab, click the ‘Normal Startup’ option, and then click ‘OK.

d. When you are prompted to restart the computer, click ‘Restart.

 

Hope this helps.

 

Thanks.

 

 

 

 

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Thanks Sandeep for the reply.

 

Actually, I did refresh my Surface last night and re-apply all the updates. The problem is still there. Then, I tried resetting my Surface, and re-install all the updates. Problem seems have been solved.

 

But, after I set up the multi-language environment, the problem appears again. This time, explorer only crashes when I bring out Charm in Start menu.

 

So, I went to Event Viewer and looked through all "error" items. I found the following related components.

- MSCTF.dll (Error 0xc0000005), most of the crashes are due to this DLL. So I disabled the language bar. It seems better.

- unknown module (Error 0xc0000005), it just reported as this. So I have no idea how to work-around this one.

- KERNELBASE.dll (Error 0xc0000002).

 

So, I would suggest a Windows engineer looking into this problem.

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Sorry Sandeep, I forgot to answer your two questions.

 

1. Occasionally, it prompts something like "Windows Explorer has some problem" and ask me if I want to send report to Microsoft. But most of the time, there are no message at all. Just after a few seconds, explorer restarts.

 

2. The last batch of Windows update I received are KB2770917, KB2737084, KB2769165, KB2756872. Since KB2770917 is the largest one, I assume this problem is introduced by it.

 

Basically, as a general customer, I don't have time and don't want to try out every possibilities. So I would suggest a Windows tester/developer looking into this problem.

 

Thanks,

Guannan.

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I have watson bucket numbers for this exact same issue.

20a9d27160633cd0c6ad4bdfecc87951 (-993001051) 

f85e45804b6e9143fbd0c3fea07ff96c(83474999) 

b002a78a755d909066680d75b9b5cd0b(86934666) 

8eed3844e9b1b303ed79872291948be0(86902606) 

this seems happening to a lot of people who made multiple IMEs to show up in windows. in Korean MVP community, there are so far about +-10 people reporting the exact same issue.

I can ask them to give me more watson bucket numbers if that helps.


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It seems this issue is caused by the language packs.

 

You can try shift English language to the top (as primary language). Problem should disappear.

 

Again, I think Windows development team should look into it.

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In my case, changing English as a primary language didn't work. The only solution was uninstalling KB2770917 update.

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I had the same problems with stability and found my own path based on the commentary above.

 

PROBLEM:  I purchased a Surface last week and had no stability issues at all.  Earlier this week it had a bunch (18) of updates to install; after installing I found it would crash to the "desktop" from Metro every few minutes (when launching the Store, adding a new tab in IE, etc.).  Uninstalling KB2770917 didn't solve the problem.

 

WHAT I DID:  I did a refresh of my Surface RT.  I think only installed the firmware update from 2/12/2012, the Flash player issue, and the Office 2013 update.  All other updates are currently hidden.  Stability is back to where it was out of the box (i.e. no crashes).

 

I intend to slowly add some of the other fixes (some are pretty important for security) and see if any of them impact stability.

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Last updated October 20, 2019 Views 2,554 Applies to: