Solved explorer crash-restart-loop, no access to computer

narmex · Sep 9, 2012

all of a sudden my explorer crashed, a dialog box came up and asked whether to restart, restaring gave another round of crash in a loop.

it took less than a second for the same dialog box to come up again after clicking restart, so in this state i am effectively blocked from using anything on the desktop, including the start button, the programs, and the control panel, etc..

safe mode did the same thing.
restore to an earlier point didn't make a difference.

help please, how should i go debug and fix this?

here's the crash problem details:
Problem signature:
Problem Event Name: APPCRASH
Application Name: explorer.exe
Application Version: 6.0.6001.18000
Application Timestamp: 47918e5d
Fault Module Name: mp4fformat.dll
Fault Module Version: 15.0.6.14
Fault Module Timestamp: 5013066f
Exception Code: c0000094
Exception Offset: 0001c383
OS Version: 6.0.6001.2.1.0.768.3
Locale ID: 11273
Additional Information 1: fd00
Additional Information 2: ea6f5fe8924aaa756324d57f87834160
Additional Information 3: fd00
Additional Information 4: ea6f5fe8924aaa756324d57f87834160

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Privacy Statement for the Microsoft Error Reporting Service

i suppose it is complaining about the file mp4fformat.dll, and did a search in c: for it, no match.

below are some of the cbs.log:
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2011-05-28 04:08:39, Info CSI 0000009f [SR] Could not reproject corrupted file [ml:520{260},l:46{23}]"\??\C:\Windows\System32"\[l:24{12}]"ir41_qcx.dll"; source file in store is also corrupted

...

2011-05-28 04:13:05, Info CSI 00000122 [SR] Cannot repair member file [l:24{12}]"unsecapp.exe" of Microsoft-Windows-WMI-Core, Version = 6.0.6001.18000, pA = ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, file is missing

and btw, the file mp4fformat.dll was not found in cbs.log.

system repair did not provide a way of copying the original files from D: to instalation locations. how could this be fixed? please help, thank you!

tom982 · Sep 9, 2012

Hello narmex and welcome to the forums :party:

Try uninstalling Realplayer and seeing if the problem goes away

Tom

narmex · Sep 9, 2012

bingo!

thank you very much Tom, when realplayer is unstalled, it instantly returned to normal! was it the mp4fformat.dll file that provided the clue pointing to realplayer? you are great, expert!

btw, is there a known conflict between realplayer and vista? are there ways of having realplayer without causing problems as such?

tom982 · Sep 11, 2012

Hi narmex,

narmex said:
bingo!

thank you very much Tom, when realplayer is unstalled, it instantly returned to normal!

No problem, glad I could help

was it the mp4fformat.dll file that provided the clue pointing to realplayer? you are great, expert!

Yeah, it was. If we take a look at your error code:

Code:

Problem signature:
Problem Event Name:	APPCRASH
Application Name:	explorer.exe
Application Version:	6.0.6001.18000
Application Timestamp:	47918e5d
Fault Module Name:	mp4fformat.dll
Fault Module Version:	15.0.6.14
Fault Module Timestamp:	5013066f
Exception Code:	c0000094
Exception Offset:	0001c383
OS Version:	6.0.6001.2.1.0.768.3
Locale ID:	11273
Additional Information 1:	fd00
Additional Information 2:	ea6f5fe8924aaa756324d57f87834160
Additional Information 3:	fd00
Additional Information 4:	ea6f5fe8924aaa756324d57f87834160

We can see that it was explorer.exe that crashed, from this line:

Application Name: explorer.exe

But it isn't necessarily at fault. Processes can load .dll files, known as modules, and run them. So the problem can either be with explorer.exe, or with one of it's modules. In this case, you can see "Fault error module" in your error message:

Fault Module Name: mp4fformat.dll

So we know that it's mp4fformat.dll that has caused explorer.exe to crash. Now we know what's caused the crash, all we need to do is research this file - just a quick Google. The first result tells us what this .dll is:

CVE-2012-1904 : mp4fformat.dll in the QuickTime File Format plugin in RealNetworks RealPlayer 15 and earlier, and RealPlayer SP 1.1.4 Bu

So we know it's a quicktime plugin for Realplayer. Solution? Remove the plugin, or remove realplayer

Of which, I chose the latter because I thought it would be easier to restore back to if you wanted it back. So you can try installing Realplayer again if you want - it might not be a clash between RP and Vista, it might be a corrupt dll. If it kicks up a fuss again, you know what to do.

btw, is there a known conflict between realplayer and vista? are there ways of having realplayer without causing problems as such?

Not that I know of

When I had Vista, I used Realplayer for a year or so without having any issues. Try installing it again - as I mentioned above, it might just be a dodgy dll.

Tom

narmex · Sep 11, 2012

hi Tom,

thank you thank you!

very clear explanations and instructions for every thing!

you the man!

tom982 · Sep 12, 2012

Hi narmex,

No problem! I'm glad you understood it. I thought it would be best to teach you what I did, so that you'll have a good chance of being able to fix it yourself next time. But if you do get stuck, then feel free to start a new thread in the relevant forum and someone will do their best to help you - I can't guarantee it will be me though, it's very hard to keep track of threads here. Drop me a message, or post here, if you want my input and I'll be happy to help.

If you've got any other questions then feel free to fire away

Tom

Edit:

I've just seen the issues from the CBS log in your first post which require fixing. Could you zip up your CBS.log and attach it to your next post please? I need some more information before I can replace these files.

below are some of the cbs.log:
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2011-05-28 04:08:39, Info CSI 0000009f [SR] Could not reproject corrupted file [ml:520{260},l:46{23}]"\??\C:\Windows\System32"\[l:24{12}]"ir41_qcx.dll"; source file in store is also corrupted

...

2011-05-28 04:13:05, Info CSI 00000122 [SR] Cannot repair member file [l:24{12}]"unsecapp.exe" of Microsoft-Windows-WMI-Core, Version = 6.0.6001.18000, pA = ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, file is missing

narmex · Sep 13, 2012

thank you very much for your thoughtfulness Tom!

windows explorer problem is totally solved, it's working great now!

cbs.log wise, i noticed those two files too, and tried the vista system restore utility, which did not give me an option of copying the original files from D: partition to the installation location. also, i've accidentally deleted the HP manager that allows me to access D: partition and therefore am not able to do a totally new re-installation of vista. my computer is made by HP, and came with vista on D: partition, but without a CD or DVD. i don't know whether this will be an issue or not in restoring the two, or more, files.

attached is the zipped cbs.log file, CBS.zip, 1.92MB.

really appreciate your help Tom!

tom982 · Sep 13, 2012

Hi narmex,

Glad to hear it! Did you dare installing Realplayer again? What make and model is your PC? We can reinstall that HP manager for you

I'm just posting this so I don't have to find it again tomorrow - my eyelids are getting too heavy to look through it today

POQ 56 ends.
2012-09-09 09:46:42, Info CSI 00000146 [SR] Verify complete
2012-09-09 09:46:42, Info CSI 00000147 [SR] Repairing 2 components
2012-09-09 09:46:42, Info CSI 00000148 [SR] Beginning Verify and Repair transaction
2012-09-09 09:46:42, Info CSI 00000149 Hashes for file member \SystemRoot\WinSxS\x86_microsoft-windows-indeo4-codecs_31bf3856ad364e35_6.0.6000.16386_none_39975c8d5a6988b1\ir41_qc.dll do not match actual file [l:22{11}]"ir41_qc.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 0000014a [SR] Cannot repair member file [l:22{11}]"ir41_qc.dll" of Microsoft-Windows-Indeo4-Codecs, Version = 6.0.6000.16386, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2012-09-09 09:46:42, Info CSI 0000014b Hashes for file member \SystemRoot\WinSxS\x86_microsoft-windows-indeo4-codecs_31bf3856ad364e35_6.0.6000.16386_none_39975c8d5a6988b1\ir41_qcx.dll do not match actual file [l:24{12}]"ir41_qcx.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 0000014c [SR] Cannot repair member file [l:24{12}]"ir41_qcx.dll" of Microsoft-Windows-Indeo4-Codecs, Version = 6.0.6000.16386, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2012-09-09 09:46:42, Info CSI 0000014d [SR] Cannot repair member file [l:24{12}]"unsecapp.exe" of Microsoft-Windows-WMI-Core, Version = 6.0.6001.18000, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, file is missing
2012-09-09 09:46:42, Info CSI 0000014e [SR] Cannot repair member file [l:24{12}]"unsecapp.exe" of Microsoft-Windows-WMI-Core, Version = 6.0.6001.18000, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, file is missing
2012-09-09 09:46:42, Info CSI 0000014f Hashes for file member \??\C:\Windows\System32\wbem\unsecapp.exe do not match actual file [l:24{12}]"unsecapp.exe" :
Found: {l:32 b:qhicfJZLj9lGfuxQ0xwA+MS7hKK4xWW6c/qVxSUeJnc=} Expected: {l:32 b:jbn1pvQIHY2sC9GBwsvYO1+1dlhabdzUNqTwuIMpYvg=}
2012-09-09 09:46:42, Info CSI 00000150 [SR] Could not reproject corrupted file [ml:520{260},l:56{28}]"\??\C:\Windows\System32\wbem"\[l:24{12}]"unsecapp.exe"; source file in store is also corrupted
2012-09-09 09:46:42, Info CSI 00000151 Hashes for file member \SystemRoot\WinSxS\x86_microsoft-windows-indeo4-codecs_31bf3856ad364e35_6.0.6000.16386_none_39975c8d5a6988b1\ir41_qc.dll do not match actual file [l:22{11}]"ir41_qc.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 00000152 [SR] Cannot repair member file [l:22{11}]"ir41_qc.dll" of Microsoft-Windows-Indeo4-Codecs, Version = 6.0.6000.16386, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2012-09-09 09:46:42, Info CSI 00000153 Hashes for file member \SystemRoot\WinSxS\x86_microsoft-windows-indeo4-codecs_31bf3856ad364e35_6.0.6000.16386_none_39975c8d5a6988b1\ir41_qcx.dll do not match actual file [l:24{12}]"ir41_qcx.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 00000154 [SR] Cannot repair member file [l:24{12}]"ir41_qcx.dll" of Microsoft-Windows-Indeo4-Codecs, Version = 6.0.6000.16386, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2012-09-09 09:46:42, Info CSI 00000155 Hashes for file member \??\C:\Windows\System32\ir41_qc.dll do not match actual file [l:22{11}]"ir41_qc.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 00000156 Hashes for file member \SystemRoot\WinSxS\x86_microsoft-windows-indeo4-codecs_31bf3856ad364e35_6.0.6000.16386_none_39975c8d5a6988b1\ir41_qc.dll do not match actual file [l:22{11}]"ir41_qc.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 00000157 [SR] Could not reproject corrupted file [ml:520{260},l:46{23}]"\??\C:\Windows\System32"\[l:22{11}]"ir41_qc.dll"; source file in store is also corrupted
2012-09-09 09:46:42, Info CSI 00000158 Hashes for file member \SystemRoot\WinSxS\x86_microsoft-windows-indeo4-codecs_31bf3856ad364e35_6.0.6000.16386_none_39975c8d5a6988b1\ir41_qcx.dll do not match actual file [l:24{12}]"ir41_qcx.dll" :
Found: {l:32 b:JULRblKSfy//kfDlL8irtjUoPWzoKAVsFeqdg7QTFQs=} Expected: {l:32 b:luJTV7PjHVOXnoIJs3FCVWWmCrebYdOZNZTyDiWcmUU=}
2012-09-09 09:46:42, Info CSI 00000159 [SR] Could not reproject corrupted file [ml:520{260},l:46{23}]"\??\C:\Windows\System32"\[l:24{12}]"ir41_qcx.dll"; source file in store is also corrupted
2012-09-09 09:46:42, Info CSI 0000015a Repair results created:
POQ 57 starts:

POQ 57 ends.
2012-09-09 09:46:42, Info CSI 0000015b [SR] Repair complete
2012-09-09 09:46:42, Info CSI 0000015c [SR] Committing transaction
2012-09-09 09:46:42, Info CSI 0000015d Creating NT transaction (seq 1), objectname [6]"(null)"
2012-09-09 09:46:42, Info CSI 0000015e Created NT transaction (seq 1) result 0x00000000, handle @0x9b8
2012-09-09 09:46:42, Info CSI 0000015f@2012/9/9:14:46:42.748 CSI perf trace:
CSIPERF:TXCOMMIT;4
2012-09-09 09:46:42, Info CSI 00000160 [SR] Verify and Repair Transaction completed. All files and registry keys listed in this transaction have been successfully repaired
2012-09-09 09:48:19, Info CBS Scavenge: Package store indicates there is no component to scavenge, skipping.

Tom

narmex · Sep 14, 2012

thank you Tom, take your time and at your convenience of course. my computer is working now, so no hurry.

it is a Compaq Presario C762NR Notebook PC.

indeed, i installed realplayer again. explorer seems to be working ok, no crashes so far. but there seems to be conflicts with some applications, don't know for sure.

no big deal though, conflicts and/or crashing might go away with a new version of realplayer in the near future.

tom982 · Sep 16, 2012

Hello narmex,

Thanks for understanding

Ah it's good that it installed again without any fuss! Fingers crossed it stays that way.

For some reason, Windows can't find a replacement for two files, unsecapp.exe and ir41_qc.dll, so let's see if we can find any:

System Look

Please download SystemLook from one of the links below and save it to your Desktop.

Download Mirror #1
Download Mirror #2

Double-click SystemLook.exe to run it.
Copy the content of the following codebox into the main textfield:
Code:
```
:filefind
unsecapp.exe
ir41_qc.dll
ir41_qcx.dll
```
Click the Look button to start the scan.
When finished, a notepad window will open with the results of the scan. Please post this log in your next reply.

Note: The log can also be found on your Desktop entitled SystemLook.txt

Tom

narmex · Nov 4, 2012

thanks whole lot Tom!
i'm terribly sorry that i'm replying so late.
there's a project underway, and i can't afford to mess up my computer right now.

if somehow i could restore the HP manager, which i have deleted by mistake and that's the tool allowing access to vista installation files on D drive, i'll do that maybe early next year when the project is done. hopefully a new installation will be an easier way in getting rid of all these weird windows behavior.

tom982 · Nov 5, 2012

narmex said:
thanks whole lot Tom!
i'm terribly sorry that i'm replying so late.
there's a project underway, and i can't afford to mess up my computer right now.

if somehow i could restore the HP manager, which i have deleted by mistake and that's the tool allowing access to vista installation files on D drive, i'll do that maybe early next year when the project is done. hopefully a new installation will be an easier way in getting rid of all these weird windows behavior.

Hi narmex,

It's no problem whatsoever

I know people have lives outside of the forum (and I hope people feel the same way about us helpers!) and I'm more than happy to help whenever suits you best. Just post at a time that's convenient for you and I'll still be around.

Try installing this: Enhanced HP Backup and Recovery Manager for Microsoft Windows Vista - HP Business Support Center

It looks like the thing that you need

Good luck with your project!

Tom

narmex · Jan 30, 2013

tom982 said:
Hi narmex,

It's no problem whatsoever I know people have lives outside of the forum (and I hope people feel the same way about us helpers!) and I'm more than happy to help whenever suits you best. Just post at a time that's convenient for you and I'll still be around.

Try installing this: Enhanced HP Backup and Recovery Manager for Microsoft Windows Vista - HP Business Support Center

It looks like the thing that you need

Good luck with your project!

Tom

thank you very much Tom!

too busy with the project, haven't been here for a long time, but received an email today about your reply, of Nov 05? anyway, already downloaded and will install when i get a chance.

thanks a whole lot for you help Tom, you are certainly very knowledgeable and very resourceful! thumbs up!

- narmex

tom982 · Jan 30, 2013

Hi narmex,

No worries, hope your project is going well. Wow, I can't believe this thread is from November, it feels like only yesterday.

Thanks for the kind words, and good luck with the installation.

Tom

Solved explorer crash-restart-loop, no access to computer

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