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Windows 7 Pro 64 "Windows Explorer" CRASHES

  1. System: Windows 7 Pro 64;
  2. Symptom: Windows Explorer CRASHES with when opened or when right clicked; (may have C++ crash);
  3. Troubleshooting: Clean boot - still CRASHES; Safe mode - still CRASHES;
  4. UNINSTALLED MOZY - Normal functionality returned.
  5. REINSTALLED MOZY - Turned off all explorer integration, i.e., DO NOT use "Show the virtual drive in Computer" and DO NOT use "Show the restore option on the right-click menu in Windows Explorer."

System stable after performing these steps.

 

NOTE: Many users will be inclined to re-image machines when this crash also occurs in SAFE MODE. This is VERY unfortunate and should be addressed by MOZY with all due haste.

Fryer
Employee
(497)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

We've recently addressed all the explorer crashes that we've experienced in the past. What version of Mozy are you running? 2.18.3 should be the least crashy for explorer, and I haven't seen any crashes in the last few months.

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Mozy Premium Support
Senior Engineer

Term and conditions
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Latest Download
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0
crashplan
Assassin
(0)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

Same crashing issue with MozyHome 2.20.2.276 .

 

OS... Windows 7 Pro 64bit

 

Mozy Support _ please assist.

0
username...

Master Level 1
(2597)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES


crashplan wrote:

Same crashing issue with MozyHome 2.20.2.276 .

 

OS... Windows 7 Pro 64bit

 

Mozy Support _ please assist.


It sounds like you have some other software that Mozy does not like. What antivirus tool are you using?

===========================================
I am not a Mozy employee. I am just a long time user.
http://mozy.com/downloads/mozysetup.exe
http://mozy.com/downloads/mozyprosetup.exe
0
crashplan
Assassin
(0)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

The laptop has a fresh copy of Windows 7 Pro 64.  I am using Microsoft Security Essential for the antivirus.

 

The only other softwares installed currently are:

Office 2007

Chrome

Firefox

Skype

VLC

0
Fryer
Employee
(497)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

Disable the virtual drive and shell extensions from the options in Mozy, see if that makes a difference. It will help diagnosing the problem.

-
Please remember to mark the solution post and give thumbs up to helpful posts.

Mozy Premium Support
Senior Engineer

Term and conditions
http://mozy.com/terms

Latest Download
https://mozy.com/download/
0
crashplan
Assassin
(0)
Solution

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

Hi Fryer-

 

Per Joshua83702, I have performed his recommendation of step 5 and the computer is stable now.

 

Your suggestion of "Disable the virtual drive and shell extensions from the options in Mozy, see if that makes a difference." is a good work around.

 

Thanks All.

0
username...

Master Level 1
(2597)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES


crashplan wrote:

Hi Fryer-

 

Per Joshua83702, I have performed his recommendation of step 5 and the computer is stable now.

 

Your suggestion of "Disable the virtual drive and shell extensions from the options in Mozy, see if that makes a difference." is a good work around.

 

Thanks All.


It would be nice to know why this happens on a select few systems... but we would have to find someone willing to spend lots of time with support working thru the issue.

 

BTW, thanks for your reply on 23 May. I've yet to figure out a way to use this new forum layout, so I missed that reply. I'm active in too many forums to keep e-mail notifications turned on. Anyway, none of the software that you listed should have been an issue... including MSE.

===========================================
I am not a Mozy employee. I am just a long time user.
http://mozy.com/downloads/mozysetup.exe
http://mozy.com/downloads/mozyprosetup.exe
why
Cook
(0)

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

I have exactly the same problem.  A couple of days ago I unchecked "Show the virtual drive in Computer" and the problem went away.  I have just checked  "Show the virtual drive in Computer" but not "Show the restore option on the right-click menu in Windows Explorer" and the problem has come back.

0

Re: Windows 7 Pro 64 "Windows Explorer" CRASHES

Exactly the same problem all the way up to 2.22.0.313.  Downloads folder is also slow to load in Explorer.  Disabling service and startup in MSConfig, and removing the virtual drive and the Explorer.exe restore option in Mozy Settings, seems to have resolved the problem.  Having used Mozy for several years, I was very disappointed to find that it has been the one butting heads with Windows Explorer the whole time.

 

Attaching the application log to this post.

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