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  1. #1
    Star Lounger
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    Constant "IE9 has encountered a problem" issues

    I recently updated IE to version 9 on my system. (Win 7 Ultimate x64 with 2 dual core AMD CPUs) I am constantly getting the "IE encountered a problem" message no matter what I do. I start IE 9 with add-ins disabled, I turned off GPU rendering, I even started WIN 7 in Safe Mode. I am running 32 bit IE 9. The error is always with NTDLL.DL: see below:

    Log Name: Application
    Source: Application Error
    Date: 7/12/2011 8:11:19 PM
    Event ID: 1000
    Task Category: (100)
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: BOXX
    Description:
    Faulting application name: iexplore.exe, version: 9.0.8112.16421, time stamp: 0x4d76255d
    Faulting module name: ntdll.dll, version: 6.1.7601.17514, time stamp: 0x4ce7ba58
    Exception code: 0xc0000005
    Fault offset: 0x00038da9
    Faulting process id: 0x14d4
    Faulting application start time: 0x01cc40f136c4e880
    Faulting application path: C:\Program Files (x86)\Internet Explorer\iexplore.exe
    Faulting module path: C:\Windows\SysWOW64\ntdll.dll
    Report Id: a19e7bd0-ace4-11e0-bc76-00e0817902da
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2011-07-13T00:11:19.000000000Z" />
    <EventRecordID>14444</EventRecordID>
    <Channel>Application</Channel>
    <Computer>BOXX</Computer>
    <Security />
    </System>
    <EventData>
    <Data>iexplore.exe</Data>
    <Data>9.0.8112.16421</Data>
    <Data>4d76255d</Data>
    <Data>ntdll.dll</Data>
    <Data>6.1.7601.17514</Data>
    <Data>4ce7ba58</Data>
    <Data>c0000005</Data>
    <Data>00038da9</Data>
    <Data>14d4</Data>
    <Data>01cc40f136c4e880</Data>
    <Data>C:\Program Files (x86)\Internet Explorer\iexplore.exe</Data>
    <Data>C:\Windows\SysWOW64\ntdll.dll</Data>
    <Data>a19e7bd0-ace4-11e0-bc76-00e0817902da</Data>
    </EventData>
    </Event>

    I ran SFC to see if something was corrupt but while SFC reports that some files couldn't be repaired there is no entry in the CBS.LOG file of what couldn't be fixed.

    If I roll back to IE 8 everything works fine. Any ideas?

  2. #2
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    Did you use Windows Update to install IE9 or download the whole package?

    Is the PC up-to-date with patches?

    Is Windows 7 SP1 installed?

    Joe

  3. #3
    Star Lounger
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    HI Joe,

    1. I used Windows Update to install as the system adminstrator. Maybe try the whole package download route?
    2. Secunia PSI tells me I am up to date on patches. I checked the video driver and it is up to date. Haven't tried to see if the motherboard drivers are the latest.
    3. Yes, Windows SP1 is installed.

  4. #4
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    I would try the whole download package. While many have had success using Windows Update, I generally use the whole download package for significant upgrades such as IE9 or a service pack.

    Joe

  5. #5
    Star Lounger
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    Hi Joe,

    I uninstalled IE9 and rebooted and downloaded the entire IE 9 install package. It was about 35Mb, that sound right?

    I also tested the rolled back version of IE (ver 8) for a bit to make sure that the error was isolated to IE9. I found that viewing pictures in Facebook albums seems to be one activity that can trigger the error. I did get the error in IE8, but just once and looking in the Event Log, the error is identical to the one I get with IE9.
    Like I said I got the error once and then couldn't make it happen again in IE8. With IE9 it comes more often.

    So I went ahead and installed IE9 from the downloaded package and tested it. I got the error almost immediately. I tested IE9 with no add-ins in normal boot mode.

    I'd love to try a known good copy of NTDLL.DLL but I'm not sure what the proper way to do that in Win 7 is. I can get a good copy from my laptop.

    Kevin

  6. #6
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    You could try running "sfc /scannow" (without the quotation marks) from an elevated command prompt. That will replace any damaged system files.

    Joe

  7. #7
    Star Lounger
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    Hi Joe,

    I previously tried SFC /scannow. (See first post.)

    It reported that some files couldn't be repaired but I found no details in the resulting log file that indicated what was either repaired or couldn't be repaired.

  8. #8
    Super Moderator jwitalka's Avatar
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    See if Make the cbs.log file usable helps.
    jerry

  9. #9
    Star Lounger
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    Hi Jerry,

    Thanks I ran across a similar post for pulling the results of SFC out of the CBS.LOG file. Unfortunately in my case I did not get any lines from that extraction that gives any clue as to what file(s) are causing the issues. Everything that I see seem to indicate verification/repair success except for a few entries where it logs that SFC is verifying/repairing 0 files. All of the other lines are in groups of 100 files.

  10. #10
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    Does it crash in Safe Mode?

    What happens if you start 64-bit IE then try 32-bit IE?

    Joe

  11. #11
    Star Lounger
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    Hi Joe,

    1. IE 9 would crash in Safe Mode, either w/ or w/o add-ins enabled.
    2. I've rolled back to IE8 for now so I can't try 64bit IE9 right now.

    Interesting enough though I did try 64bit IE8 and the same error ocurred. I'm wondering if the problem is not IE9 but WIN 7 SP1?

    Kevin

  12. #12
    Star Lounger
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    Quote Originally Posted by JoeP517 View Post
    Does it crash in Safe Mode?

    What happens if you start 64-bit IE then try 32-bit IE?

    Joe
    Reinstalled IE9 and then tried IE9-64bit and got the same problem as 32-bit IE9.

    The error log messages are slightly different though in the Event Logs.

    1. When I run 32-bit IE9, the faulting module is ntdll.dll in the Windows\SysWOW64 folder.
    2. For 64-bit IE9, the faulting module is ntdll.dll in the Windows\SYSTEM32 folder.

  13. #13
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    I'd check all the drivers on the system to see if any need updates.

    RAM errors can cause ntdll.dll errors. Have you run any RAM tests?

    Have you installed or updated any other software around the time the issue started?

    This may be one of the rare instances when I'd suggest running a registry cleaner.

    Joe

  14. #14
    Star Lounger
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    Video, motherboard, network, and audio drivers are all up to date.

    No RAM errors reported by the Windows Memory Diagnostic Tool. Would running Memtest86+ be useful?

    I uninstalled some uneeded software but I'm not sure actually when the problem started other than when I first upgraded to IE9 on 7/12 or so and it got very noticeable. Plus since the error happens with IE8, just not very often, it may have started back when I built this machine and installed Win 7 64x Ultimate back in February.

    I ran CC Cleaner on the registry but no impact to the error.

  15. #15
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    Memtest86+ may be somewhat more comprehensive that the Windows tool but I don't know that it is worth it at this point.

    Have you turned the machine off and checked all the connections inside the PC?

    Have you checked for any power flucuations?

    Joe

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