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Shawn Paterson

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IE11 Crashing - Appears Company Wide

Good Morning,

Hope you're well!

We are having a frequent issue with IE11 crashing. It appears to be wide-spread in our company of about 650 users. We don't have an exact time of when this started but reports came mid-December. This was also during our change freeze so we haven't put in any changes around that date that is known. We are on the latest Microsoft patches and IE patched to KB:  3203621 (Dec) and also have tested on KB:  3197655 (Nov) with similar results. I didn't see any IE patches for Jan to try.

It appears it crashes most frequently when opening a link from another place like from the desktop or outlook. It also crashes intermittently with general browsing, but much less frequently.

Error Information (also attached):

Version=1
EventType=BEX
EventTime=131291435798665848
ReportType=2
Consent=1
UploadTime=131291435799085890
ReportIdentifier=be7bddb6-dcd0-11e6-bf2f-3417ebb80d17
IntegratorReportIdentifier=be7bddb5-dcd0-11e6-bf2f-3417ebb80d17
Response.BucketId=333234480
Response.BucketTable=27
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=iexplore.exe
Sig[1].Name=Application Version
Sig[1].Value=11.0.9600.18538
Sig[2].Name=Application Timestamp
Sig[2].Value=582749db
Sig[3].Name=Fault Module Name
Sig[3].Value=StackHash_0a9e
Sig[4].Name=Fault Module Version
Sig[4].Value=0.0.0.0
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=00000000
Sig[6].Name=Exception Offset
Sig[6].Value=0000cc86
Sig[7].Name=Exception Code
Sig[7].Value=c0000005
Sig[8].Name=Exception Data
Sig[8].Value=00000008
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.256.4
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=0a9e
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=0a9e372d3b4ad19135b953a78882e789
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=0a9e
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=0a9e372d3b4ad19135b953a78882e789
UI[2]=C:\Program Files\Internet Explorer\iexplore.exe
UI[3]=Internet Explorer has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\Internet Explorer\iexplore.exe
LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\WINDOWS\system32\kernel32.dll
LoadedModule[3]=C:\WINDOWS\system32\KERNELBASE.dll
LoadedModule[4]=C:\Program Files\Microsoft Application Virtualization\Client\Subsystems\AppVEntSubsystems32.dll
LoadedModule[5]=C:\WINDOWS\system32\USER32.dll
LoadedModule[6]=C:\WINDOWS\system32\GDI32.dll
LoadedModule[7]=C:\WINDOWS\system32\LPK.dll
LoadedModule[8]=C:\WINDOWS\system32\USP10.dll
LoadedModule[9]=C:\WINDOWS\system32\msvcrt.dll
LoadedModule[10]=C:\WINDOWS\system32\ADVAPI32.dll
LoadedModule[11]=C:\WINDOWS\SYSTEM32\sechost.dll
LoadedModule[12]=C:\WINDOWS\system32\RPCRT4.dll
LoadedModule[13]=C:\WINDOWS\system32\SHELL32.dll
LoadedModule[14]=C:\WINDOWS\system32\SHLWAPI.dll
LoadedModule[15]=C:\WINDOWS\system32\ole32.dll
LoadedModule[16]=C:\WINDOWS\system32\USERENV.dll
LoadedModule[17]=C:\WINDOWS\system32\profapi.dll
LoadedModule[18]=C:\WINDOWS\system32\VERSION.dll
LoadedModule[19]=C:\WINDOWS\system32\api-ms-win-downlevel-advapi32-l1-1-0.dll
LoadedModule[20]=C:\WINDOWS\system32\iertutil.dll
LoadedModule[21]=C:\WINDOWS\system32\api-ms-win-downlevel-version-l1-1-0.dll
LoadedModule[22]=C:\WINDOWS\system32\api-ms-win-downlevel-user32-l1-1-0.dll
LoadedModule[23]=C:\WINDOWS\system32\api-ms-win-downlevel-normaliz-l1-1-0.dll
LoadedModule[24]=C:\WINDOWS\system32\normaliz.DLL
LoadedModule[25]=C:\WINDOWS\system32\api-ms-win-downlevel-shlwapi-l1-1-0.dll
LoadedModule[26]=C:\WINDOWS\system32\IMM32.DLL
LoadedModule[27]=C:\WINDOWS\system32\MSCTF.dll
LoadedModule[28]=C:\WINDOWS\system32\CRYPTBASE.DLL
LoadedModule[29]=C:\WINDOWS\system32\api-ms-win-downlevel-shell32-l1-1-0.dll
LoadedModule[30]=C:\WINDOWS\system32\IEFRAME.dll
LoadedModule[31]=C:\WINDOWS\system32\OLEAUT32.dll
LoadedModule[32]=C:\WINDOWS\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.18837_none_41e855142bd5705d\comctl32.dll
LoadedModule[33]=C:\Program Files\Internet Explorer\IEShims.dll
LoadedModule[34]=C:\WINDOWS\system32\comdlg32.dll
LoadedModule[35]=C:\WINDOWS\system32\api-ms-win-downlevel-ole32-l1-1-0.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
State[1].Key=DataRequest
State[1].Value=Bucket=333234480/nBucketTable=27/nResponse=1/n
FriendlyEventName=Stopped working
ConsentKey=BEX
AppName=Internet Explorer
AppPath=C:\Program Files\Internet Explorer\iexplore.exe

Not sure if this helps, but when it crashes the items opened from Fiddler are only:

Client
    User-Agent:  MSDW
Transport
    Connnection:  Keep-Alive
   Host:  watson.microsoft.com

GET https://watson.microsoft.com/StageOne/Generic/BEX/iexplore_exe/11_0_9600_18538/582749db/StackHash_0a9e/0_0_0_0/00000000/00000000/c0000005/00000008.htm?LCID=1033&OS=6.1.7601.2.00010100.1.0.4.17514&SM=Dell%20Inc.&SPN=OptiPlex%207010&BV=A16&MID=3B9FE0DC-0942-4C04-B088-13C59F6422B0 HTTP/1.1
Connection: Keep-Alive
User-Agent: MSDW
Host: watson.microsoft.com
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John
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IE has so many add-ins that it is now less resistant to crashing.

On one test machine, disable all IE add-ans, then go to Internet Options, Tools, Advanced and do a Reset. When that is done, close out and test.

You probably need to run IE without any add-ins.
Avatar of Shawn Paterson
Shawn Paterson

ASKER

Thanks for the response John, unfortunately no luck there. All add-ons disabled and crashing still. The odd thing is sometimes opening a link externally will open fine, the next time it will crash. Close the browser down, open the same link and it works. Then 5 mins later doing the same thing it will crash. It crashes frequently but still intermittently.

Version=1
EventType=BEX
EventTime=131291487494400038
ReportType=2
Consent=1
UploadTime=131291487494779772
ReportIdentifier=c7ca5305-dcdc-11e6-bf6b-3417ebb80d17
IntegratorReportIdentifier=c7ca5304-dcdc-11e6-bf6b-3417ebb80d17
Response.BucketId=333234480
Response.BucketTable=27
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=iexplore.exe
Sig[1].Name=Application Version
Sig[1].Value=11.0.9600.18538
Sig[2].Name=Application Timestamp
Sig[2].Value=582749db
Sig[3].Name=Fault Module Name
Sig[3].Value=StackHash_0a9e
Sig[4].Name=Fault Module Version
Sig[4].Value=0.0.0.0
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=00000000
Sig[6].Name=Exception Offset
Sig[6].Value=00000000
Sig[7].Name=Exception Code
Sig[7].Value=c0000005
Sig[8].Name=Exception Data
Sig[8].Value=00000008
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.256.4
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=0a9e
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=0a9e372d3b4ad19135b953a78882e789
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=0a9e
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=0a9e372d3b4ad19135b953a78882e789
UI[2]=C:\Program Files\Internet Explorer\iexplore.exe
UI[3]=Internet Explorer has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\Internet Explorer\iexplore.exe
LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\WINDOWS\system32\kernel32.dll
LoadedModule[3]=C:\WINDOWS\system32\KERNELBASE.dll
LoadedModule[4]=C:\Program Files\Microsoft Application Virtualization\Client\Subsystems\AppVEntSubsystems32.dll
LoadedModule[5]=C:\WINDOWS\system32\USER32.dll
LoadedModule[6]=C:\WINDOWS\system32\GDI32.dll
LoadedModule[7]=C:\WINDOWS\system32\LPK.dll
LoadedModule[8]=C:\WINDOWS\system32\USP10.dll
LoadedModule[9]=C:\WINDOWS\system32\msvcrt.dll
LoadedModule[10]=C:\WINDOWS\system32\ADVAPI32.dll
LoadedModule[11]=C:\WINDOWS\SYSTEM32\sechost.dll
LoadedModule[12]=C:\WINDOWS\system32\RPCRT4.dll
LoadedModule[13]=C:\WINDOWS\system32\SHELL32.dll
LoadedModule[14]=C:\WINDOWS\system32\SHLWAPI.dll
LoadedModule[15]=C:\WINDOWS\system32\ole32.dll
LoadedModule[16]=C:\WINDOWS\system32\USERENV.dll
LoadedModule[17]=C:\WINDOWS\system32\profapi.dll
LoadedModule[18]=C:\WINDOWS\system32\VERSION.dll
LoadedModule[19]=C:\WINDOWS\system32\api-ms-win-downlevel-advapi32-l1-1-0.dll
LoadedModule[20]=C:\WINDOWS\system32\iertutil.dll
LoadedModule[21]=C:\WINDOWS\system32\api-ms-win-downlevel-version-l1-1-0.dll
LoadedModule[22]=C:\WINDOWS\system32\api-ms-win-downlevel-user32-l1-1-0.dll
LoadedModule[23]=C:\WINDOWS\system32\api-ms-win-downlevel-normaliz-l1-1-0.dll
LoadedModule[24]=C:\WINDOWS\system32\normaliz.DLL
LoadedModule[25]=C:\WINDOWS\system32\api-ms-win-downlevel-shlwapi-l1-1-0.dll
LoadedModule[26]=C:\WINDOWS\system32\IMM32.DLL
LoadedModule[27]=C:\WINDOWS\system32\MSCTF.dll
LoadedModule[28]=C:\WINDOWS\system32\CRYPTBASE.DLL
LoadedModule[29]=C:\WINDOWS\system32\api-ms-win-downlevel-shell32-l1-1-0.dll
LoadedModule[30]=C:\WINDOWS\system32\IEFRAME.dll
LoadedModule[31]=C:\WINDOWS\system32\OLEAUT32.dll
LoadedModule[32]=C:\WINDOWS\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.18837_none_41e855142bd5705d\comctl32.dll
LoadedModule[33]=C:\Program Files\Internet Explorer\IEShims.dll
LoadedModule[34]=C:\WINDOWS\system32\comdlg32.dll
LoadedModule[35]=C:\WINDOWS\system32\uxtheme.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
State[1].Key=DataRequest
State[1].Value=Bucket=333234480/nBucketTable=27/nResponse=1/n
FriendlyEventName=Stopped working
ConsentKey=BEX
AppName=Internet Explorer
AppPath=C:\Program Files\Internet Explorer\iexplore.exe
Capture1.PNG
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Capture3.PNG
Capture4.PNG
Capture5.PNG
Did you try a full IE Reset? This resets security settings which may have been updated in various patches
Yes, no luck with that. Have also fully removed IE11 from add/remove. Then added back. This seems to have the issue resolved (for now) on the test machine. Will expand the test scope and see if this helps.

Not sure the root cause but as long as it works that's the important part.

Thanks for the assistance thus far.
ASKER CERTIFIED SOLUTION
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John
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Yes, chrome works 100% in our environment with all the test cases that IE11 is crashing on. We just have some applications that don't work in chrome that are core to our functionality. I'd love to retire IE11 all together if I could.

We are planning Windows 10 for 2018 so hopefully Edge will solve all our IE11 woes - but for now will continue to test the add/remove as a workaround for the time being.
Thank you for the update and I was happy to help you. Edge is much sturdier than IE, so it should work for you.