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alistairqs

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Windows Explorer is closing and COM surrogate errors

I’ve been lurking around this site for years, but never really made a contribution as I was generally in awe at what the problem solvers here knew.  Now I have something I haven’t been able to solve for myself and I need some help!

A few months ago I bought an ASUS K55VD laptop. One of the first things I did was upgrade the OS from win 64 home premium to 64 pro.  

The first thing I noticed going wrong was ie explorer. It would stop allowing me to type anything.  I wondered if it was because of the upgrade, but simply abandoned using it in favour of Firefox which did not have the same issue.

I installed a number of 32 bit applications I owned, and downloaded others. (Things like yahoo messenger)  I occasionally had problems with messenger, particularly when in chat or trying to swap pictures with friends. It would simply crash messenger and log me out completely.

I recently came back from a family function with about 200 Hi resolution pictures on my camera. After transferring them to the PC I tried to view and print them. – Then the fight started!
I kept getting either the “COM surrogate stopped working” message, or “Windows Explorer is stopping”
I’ve spent the past few days trawling through Microsoft’s site, and other help forums to try and find a solution.
I’ve tried pretty much all of the suggestions I can find, including disabling thumbnails from being viewed and one by one removing software apps that might be conflicting with the 64 bit installation.
Still no better.. Either the COM surrogate message or explorer simply stops.
I might add that the error happens after the photo view and print app has sent about 15 Hi res pictures off to the printer. – Which would suggest a buffer overflow somewhere..  Ironically it would seem that most of the pictures actually print despite the error.  
If I try sending the seven pages of thumbnails it results in corruption on each page and an incomplete job. (as well as the ‘explorer is stopping’ message)

In desperation, a couple of days ago I used the machines restore function and reinstalled it back to the factory installation of WIN 7 64 Home  Premium.
Still the same result.

The error logs seem to indicate that the Intel video driver is at the heart of it all.
This machine comes with an NVIDA video card as well with  2Gb video memory.  Even after forcing it to use NVIDA as the default graphics processor, the error persists.
I’ve upgraded everything I can on this machine (BIOS, and drivers, windows updates) to their latest versions but to no avail.
I’m beginning to suspect that it might be a 64 bit issue.

If I load the pictures into an XP machine and use the photo wizard to print the pictures all is good.

If I load the pictures onto another laptop running WIN 7 32 bit, it seems that it runs ok as well.

This morning when it happened I copied the entries from both the crash and subsequent information messages in the application event logs.

ASUS support is of course blaming Windows, and Microsoft help is like a cat chasing its tail.

I’d appreciate any help you can provide.

Alistair

Crash entry in Application error log

Log Name:      Application
Source:        Application Error
Date:          8/11/2012 9:50:48 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alistair-PC
Description:
Faulting application name: Explorer.EXE, version: 6.1.7601.17567, time stamp: 0x4d672ee4
Faulting module name: igdumd64.dll, version: 8.15.10.2653, time stamp: 0x4f3aac44
Exception code: 0xc0000005
Fault offset: 0x000000000030eb06
Faulting process id: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report Id: %13
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="2012-11-07T22:50:48.000000000Z" />
    <EventRecordID>2755</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Alistair-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data>Explorer.EXE</Data>
    <Data>6.1.7601.17567</Data>
    <Data>4d672ee4</Data>
    <Data>igdumd64.dll</Data>
    <Data>8.15.10.2653</Data>
    <Data>4f3aac44</Data>
    <Data>c0000005</Data>
    <Data>000000000030eb06</Data>
  </EventData>
</Event>



Information log entry immediately  following crash enrty

Log Name:      Application
Source:        Windows Error Reporting
Date:          8/11/2012 9:50:55 AM
Event ID:      1001
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      Alistair-PC
Description:
Fault bucket 58862954, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Explorer.EXE
P2: 6.1.7601.17567
P3: 4d672ee4
P4: igdumd64.dll
P5: 8.15.10.2653
P6: 4f3aac44
P7: c0000005
P8: 000000000030eb06
P9:
P10:

Attached files:
C:\Users\Alistair\AppData\Local\Temp\WER7FE5.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\Alistair\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Explorer.EXE_909a443ab2d8fdd4a7491dae67968fb68a70d8_18ef97a9

Analysis symbol:
Rechecking for solution: 0
Report Id: 924ef7b6-292d-11e2-b1e9-10bf4812ebc0
Report Status: 0
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2012-11-07T22:50:55.000000000Z" />
    <EventRecordID>2756</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Alistair-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data>58862954</Data>
    <Data>4</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>Explorer.EXE</Data>
    <Data>6.1.7601.17567</Data>
    <Data>4d672ee4</Data>
    <Data>igdumd64.dll</Data>
    <Data>8.15.10.2653</Data>
    <Data>4f3aac44</Data>
    <Data>c0000005</Data>
    <Data>000000000030eb06</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
C:\Users\Alistair\AppData\Local\Temp\WER7FE5.tmp.WERInternalMetadata.xml</Data>
    <Data>C:\Users\Alistair\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Explorer.EXE_909a443ab2d8fdd4a7491dae67968fb68a70d8_18ef97a9</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>924ef7b6-292d-11e2-b1e9-10bf4812ebc0</Data>
    <Data>0</Data>
  </EventData>
</Event>


A few minutes before.. This error occurred when I opened yahoo messenger..

Log Name:      Application
Source:        Application Hang
Date:          8/11/2012 9:36:29 AM
Event ID:      1002
Task Category: (101)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alistair-PC
Description:
The program iexplore.exe version 9.0.8112.16450 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
 Process ID: 1ddc
 Start Time: 01cdbd37cd82b9cf
 Termination Time: 8
 Application Path: C:\Program Files (x86)\Internet Explorer\iexplore.exe
 Report Id:

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Hang" />
    <EventID Qualifiers="0">1002</EventID>
    <Level>2</Level>
    <Task>101</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2012-11-07T22:36:29.000000000Z" />
    <EventRecordID>2749</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Alistair-PC</Computer>
    <Security />
Avatar of strivoli
strivoli
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Did you consider running sigverif and sfc?
Avatar of alistairqs
alistairqs

ASKER

Thanks for the suggestion strivoli. I hadn't run them, perhaps on the possible eronious assumption that a freshly installed OS would all be signed and intact.

However, I have now run the utilities and all the drivers are signed and sfc did not find any integrity violations.

I have a developer friend who has a couple of ASUS laptops very similar to this one. Tomorrow I will take my files around and see if his behaves in the same way.

Despite running a memory test on the unit, I guess as a long shot it could be a problem with that!
So.. I tried exchanging the memory, - just the same!
At least with the replacement memory plus the existing module, the fault happens faster!

Took the files to a friend with a similar ASUS running WIN 64 and the picture printing happened without fault. so the fault is not a WIN64/ASUS issue.

My feeling is that it's something to do with the Intel Graphics hardware.  I talked to ASUS support again today and am intending to take it in to them next week.

In the meantime, if any of you have any more suggestions as to a possible solution other than a hardware issue, I'd welcome them!
Can you post some pictures? For privacy, choose (possibly) those without people. I would like to run some tests.
Tip: if you don't have any "people-free" pictures, take new "anonymous" shots.
Well,  I could, but as I've said the pictures are all HI Res pictures of about 4Mb each, and in the folder I'm working with there are 244 pictures! - That makes a big file to post.
If I only have a few pictures.. say 15, they will print ok. So it seems like there will need to be a few in the queue to generate the error.
I'm leaving in a few minutes to take the unit to the ASUS service centre in Melbourne because they too think it may be a graphics card problem.
If you don't have a camera that generates those sort of file sizes, I'm happy to put a collection together for you to work with.
But, let's see what ASUS themselves have to say about it.
As I pointed out in an earlier post, I took the file of pix to a friend who has an ASUS laptop running WIN 64 and there was no problem printing them from his machine.
I'll let you know how I get on at ASUS!
Thanks for your interest!
Did ASUS give you any good news?
I have a camera but I should use one identical to yours and using same settings. Images (for example: JPG or TIFF) might differ a lot from camera to camera.
If ASUS did not find any solution, post just a few of pics and I'll make copy of them in order to get a huge number of pics.
Let me know. Bye.
No news from ASUS yet. I took it in tuesday and they should be getting back to me by early next week.
The only comment the guy made at the time was that it might just be a limitation of the graphics capabilities of this model (K55VD)  
I did point out to him that the oldest computer I have running does the job, and that if it was a hardware limitation I wanted my money back!
However, they will check it all out and will hopefully find a fault instead of a feature.
I'll let you know as soon as I hear from them.
Thanks for your interest.
ASKER CERTIFIED SOLUTION
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alistairqs

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Thank you for sharing your experience.
Please, help us keep EE clean. If I did help, close the question. If I didn't help, delete the question. Thank you.
Despite going through all the things I could to resolve this on a software and setup level, The problem was eventual resolved by having the hard drive replaced under warranty. The suggestions I received while useful things to check, did not resolve the problem.