Internet Explorer fails ot open pdf, APPCRASH

Posted on 2012-09-04
Last Modified: 2012-09-05
In our office, I have a user running WIN7 and IE9. Whenever she first opens IE9 and then opens a pdf file she gets a error as shown below. After closing the error window she can then access the PDF file and has no further problems opening pdf files durning that session. When she closes the session and relaunches IE, same thing. Does anyone know what this is and how to fix it?

Problem signature:
  Problem Event Name:                        APPCRASH
  Application Name:                             iexplore.exe
  Application Version:                           9.0.8112.16448
  Application Timestamp:                     4fecf1b7
  Fault Module Name:                          avgssie.dll
  Fault Module Version:              
  Fault Module Timestamp:                  4cdcdaf6
  Exception Code:                                  c0000005
  Exception Offset:                                00054524
  OS Version:                                          6.1.7601.
  Locale ID:                                             1033
  Additional Information 1:                  0a9e
  Additional Information 2:                  0a9e372d3b4ad19135b953a78882e789
  Additional Information 3:                  0a9e
  Additional Information 4:                  0a9e372d3b4ad19135b953a78882e789
Question by:jmarkfoley
    LVL 10

    Assisted Solution

    That DLL is part of AVG antivirus and this was a known problem with specific versions - the first thing I would do is be sure the antivirus software (not the virus signatures, but the software) is up to the latest version.
    LVL 3

    Accepted Solution

    Try this...

    Open Adobe Reader
    Click Edit > Preferences
    Click Internet
    Untick 'Display PDF in browser'
    Click OK

    Close Adobe Reader.

    If this fails, use firefox or Chrome.
    LVL 8

    Expert Comment

    You may also try to open IE without addons, and then see what it prompted when you open the .pdf.
    LVL 1

    Author Comment

    CSI-Windows_com: I suspected AVG because of the name of the offending module: avgssie.dll. I removed and reinstalled AVG and updated the the program and virus libraries. It didn't fix it. This is probably still an older version of AVG: 9.0.

    The odd thing is that this computer is running an updated WIN7, the exact same version of Adobe X and the same version of IE9 as other workstations and the others have no problems at all. The only difference is that the troublesome workstation is an HP, probably about  1 1/2 years old. The other workstations are not HP; some newer, some older. Could it possibly have something to do with HPs "version" of WIN7?

    MagicFarmer: your suggestion did work.

    I'll leave this question open a bit longer in case anyone has any other suggestions that will permit this workstation to open PDFs in a browser. Otherwise, life is short; I'll go with MagicFarmer's workaround and fuggedaboudit!
    LVL 10

    Expert Comment

    Here is a brief thread indicating someone having the problem up through version 10.x.

    I am not clear if you installed the latest or an older version - why not install the latest if it is a known issue?

    If the machine in question is running 64-bit Windows 7, make sure that the 32-bit version of IE is being launched.  Sometimes users or staples tune ups have remapped the IE shortcut to the 64-bit version.

    You might also want to run autoruns ( and compare the IE section on a working machine with the non-working machine and see if other plug-ins are getting in the way.
    LVL 1

    Author Comment

    The machine is running 64bit Windows, but I have no idea how I'd determine whether IE is 32bit or not.

    We have AVG version 9.0 installed because this was a 10-license office package purchased in March 2011 and expires in 2013. I had assumed that a 2 year subscription also included program upgrades, but perhaps not? After surfing around, I'm a bit confused as to what the current version is. Did they start renaming versions by year after 9.0? E.g. AVG 2011, AVG 2012? I don't find a version 10 out there.

    I guess my first step should be to see if we are supposed to get program upgrades for our bucks. and what the current commercial is. Perhaps we should be upgrading.

    Expert Comment

    I'l suggest you use Windows Update to upgrade your windows with the latest upgrade. your web browser should also be the latest version of I nternet Explorer or whatever Web browser you are using.
    My second suggestion shall be you Open pdf files independently with Adobe Reader. You do this by Opening Adobe Reader, Select Preference from Edit Menu. Click Internet then from there, Uncheck "Display PDF in browser'. After that, you click on OK
    LVL 10

    Expert Comment

    IE can only run 64-bit when launched from an icon. So check the icon - it should point to c:\Program Files (x86)\Internet Explorer\iexplore.exe (notice the "(x86)" in the program files folder).

    Also start task manager - iexplore.exe should have *32 next to it's name if it is running 32-bit and no indicator if running 64-bit.

    Mostly like the versions like 2011 and 2012 have actual version numbers like 10 and 11 when you examine the actual EXEs.

    You might try installing the latest trial and see if the problem goes away.
    LVL 1

    Author Closing Comment

    Thanks all. Points to CSI-Windows_com  for insight on the source of the issue with AVG. Although I'm not using that insight to solve the immediate issue, it will certainly guide me in my future implementation of AVG.

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