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  1.    1 Week Ago #1
    Join Date : Nov 2017
    Posts : 11
    Windows 10

    Why do my browsers crash when Saving Picture As?


    Hi There

    Every time I try to save a picture from my internet browsers, it crashes when the windows explorer dialog box opens? This has been going on for a month or so, another colleague at work has the same issue on her windows 10 laptop. (We are not on a IT group though as we maintain our own computers, we share some software which could be relevant)

    When I run my PC in safe mode with networking, the problem goes away with all browsers.

    Some notes on what I've tried in normal mode:
    - Running the latest Windows 10.
    - Various browsers (Chrome, Firefox, IE), only Edge doesn't crash.
    - Tried updating all software I could think of.
    - Disabled most third party apps on startup, no change.
    - Searched High and Low on the web with no real solutions.

    Hope you guys can help me out, thanks!
      My ComputerSystem Spec
  2.    1 Week Ago #2
    Join Date : Oct 2016
    Caledon, Ontario, Canada
    Posts : 4,106
    Windows 10 Pro Build 1703

    Hi Onijoe. Welcome to the TenForums @Onijoe

    I see you tried disabling third party apps on startup, time to use the Clean Boot method outlined in Brink's tutorial.

    Perform a Clean Boot in Windows 10 to Troubleshoot Software Conflicts


    Ken
      My ComputerSystem Spec
  3.    1 Week Ago #3
    Join Date : Nov 2017
    Posts : 11
    Windows 10
    Thread Starter

    Hi Ken, thank you for your response.

    I completed the clean boot and the problem still persists... Does this mean its not software conflict?

    Thanks again
      My ComputerSystem Spec
  4.    1 Week Ago #4
    Join Date : Oct 2016
    Caledon, Ontario, Canada
    Posts : 4,106
    Windows 10 Pro Build 1703

    It would indicate it is not a third party software conflict.

    What is Reliability History reporting for these events? Type reliability history into cortana and the app should appear top of list.

    Ken
      My ComputerSystem Spec
  5.    1 Week Ago #5
    Join Date : Nov 2017
    Posts : 11
    Windows 10
    Thread Starter

    Hi Ken

    Please see the technical details for Chrome and IE below, the check for solution doesn't return anything.

    Thanks again for your help.

    DescriptionFaulting Application Path: C:\Program Files (x86)\Google\Chrome\Application\chrome.exeProblem signatureProblem Event Name: BEX64Application Name: chrome.exeApplication Version: 62.0.3202.94Application Timestamp: 5a052393Fault Module Name: ntdll.dllFault Module Version: 10.0.15063.608Fault Module Timestamp: 8274fd8bException Offset: 000000000009626fException Code: c0000409Exception Data: 000000000000000aOS Version: 10.0.15063.2.0.0.768.100Locale ID: 7177Additional Information 1: e12aAdditional Information 2: e12a24d80e45a825e15a06eb165cff61Additional Information 3: ef8bAdditional Information 4: ef8b63ab79d33b95a34279853c64ffb8Extra information about the problemBucket ID: 9345d69c73ec7cc40deaf152d5e820b6 (2155800709728575670)

    DescriptionFaulting Application Path: C:\Program Files\Internet Explorer\iexplore.exeProblem signatureProblem Event Name: BEX64Application Name: iexplore.exeApplication Version: 11.0.15063.608Application Timestamp: 4c2a450aFault Module Name: ntdll.dllFault Module Version: 10.0.15063.608Fault Module Timestamp: 8274fd8bException Offset: 000000000009626fException Code: c0000409Exception Data: 000000000000000aOS Version: 10.0.15063.2.0.0.768.100Locale ID: 7177Additional Information 1: 5893Additional Information 2: 5893cff52f2108ba3232b52db33ba9b1Additional Information 3: 77b1Additional Information 4: 77b126f9515d7fe0321e9b02996af891Extra information about the problemBucket ID: c925077483d939bc9716210de849cd3b (116443434530)
      My ComputerSystem Spec
  6.    1 Week Ago #6
    Join Date : Oct 2016
    Caledon, Ontario, Canada
    Posts : 4,106
    Windows 10 Pro Build 1703

    Both failures point to ntdll.dll

    Have you run sfc /scannow from command prompt(admin) or powershell(admin)?

    If not please do so. You may have to run more than once to clear error(s).
      My ComputerSystem Spec
  7.    1 Week Ago #7
    Join Date : Nov 2017
    Posts : 11
    Windows 10
    Thread Starter

    Hi Ken

    Thanks, I ran /scannow twice through command prompt and once through powershell, finding no errors.

    Windows Resource Protection did not find any integrity violations.

    Do you think I should run them a few more times?
      My ComputerSystem Spec
  8.    1 Week Ago #8
    Join Date : Oct 2016
    Caledon, Ontario, Canada
    Posts : 4,106
    Windows 10 Pro Build 1703

    No.

    Not sure what version you are on, 1607, 1703 or 1709. I would suggest an inplace repair / upgrade. This will take you to V1709. Be advised.

    I always recommend you have your data backed up off machine, an Image made with a tool like Macrium Reflect and bootable media for your existing version of Windows. The can be created by type Recovery Drive in Cortana and invoking the app.

    Backup and Restore with Macrium Reflect

    In place repair / upgrade.

    Repair Install Windows 10 with an In-place Upgrade


    Ken
      My ComputerSystem Spec
  9.    1 Week Ago #9
    Join Date : Nov 2017
    Posts : 11
    Windows 10
    Thread Starter

    Thanks Ken

    I'm on version 1703, Will try the inplace repair this weekend and get back to you.
      My ComputerSystem Spec
  10.    1 Week Ago #10
    Join Date : Oct 2016
    Caledon, Ontario, Canada
    Posts : 4,106
    Windows 10 Pro Build 1703

    Please read and heed warnings in tutorial. There is nothing drastic there just some skip.

    Good luck.
      My ComputerSystem Spec

 
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