Windows explorer hangs when closing Photo Gallery

[ervit]

Hi all.

Basically, the problem is in the title. After using Windows Photo Gallery to look at photos, when I close it, it hangs (Not Responding) and if I try to interact with the window I get a system message that Windows Explorer has stopped working. I can leave that message unanswered and continue using Windows for a while, but the system will eventually lock, without any BSODs, restarts or anything. If I instead choose to close Windows Explorer, it removes the taskbar and I am left with the desktop but without tools to start programs or restart/shut down. And if I ignore the prompt to close explorer or wait for it to respond and try to shut down, it will show me the "logging off" screen forever, without actually shutting down and only hard power off/restart can help, with Vista prompting me for a normal start or safe mode at next power up.

I tried avoiding using PG and using Live Photo Gallery instead. I was editing some photos in Gimp and when saving a file, Gimp hung with the same overall effect. So I am not sure if the problem is in PG or somewhere else.

I ran sfc scannow (or whatever that scan command is) and it didn't find anything. I'm not sure if the problems started right after a particular software install, but I did update Kaspersky Internet Security to 2011 version the day before PG crashed for the first time (that I can remember).


On two occasions the Problems and solutions lists 2 Explorer problems which occurred within minutes from each other, like this:

#1
=====================
Description
A problem caused this program to stop interacting with Windows.

Problem signature
Problem Event Name: AppHangB1
Application Name: Explorer.EXE
Application Version: 6.0.6002.18005
Application Timestamp: 49e01da5
Hang Signature: 8208
Hang Type: 0
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 2057
Additional Hang Signature 1: 49da0c153fc7aca7a17ba5267c952c6f
Additional Hang Signature 2: 1d73
Additional Hang Signature 3: 71b989f75c2ba955a7d5eef404f35d91
Additional Hang Signature 4: 8208
Additional Hang Signature 5: 49da0c153fc7aca7a17ba5267c952c6f
Additional Hang Signature 6: 1d73
Additional Hang Signature 7: 71b989f75c2ba955a7d5eef404f35d91

Extra information about the problem
Bucket ID: 589169334
========================

#2
========================
Description
A problem caused this program to stop interacting with Windows.

Problem signature
Problem Event Name: AppTermFailureEvent
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 2057

Files that help describe the problem (some files may no longer be available)
Explorer.EXE.atk.kdmp
Explorer.EXE.mu.dmp
Explorer.EXE.xml
Version.txt
==========================

I believe the problem is reproducible and now I'm afraid of starting the photo gallery This is really frustrating as I need to sort several thousand photos from vacation and can't do it.

Otherwise the computer runs fine and does not exhibit any other major problems.

Reinstalling windows is the last option as this is the PC I use for work, so I am trying to find a fix.

Thanks in advance
Vit

System specs:
Windows Vista Home Premium
CPU: Intel Q9550
2GB RAM
GPU: Nvidia 9800GTe 512MB

 

[ervit]

Update:
Same now happened in the Windows Live Gallery: I was previewing photos and rotating some of them, so first it refused to rotate a couple suggesting they were opened by another program (they weren't) and then as I moved to another image, it showed "Saving..." and just hung there. Closing didn't help (and no messages that it was not responding). I used Task Manager to kill the process - the Live Gallery disappeared from the desktop but remained in the Task Manager processes. I was able to open another instance of Live Gallery and do some operations before it hung again. After killing it with Task Manager again, I had two processes in the Task Manager and none on the desktop. I closed all programs and tried logging off but it didn't log me off, the mouse was moving though. After restart, it turns out some programs didn't actually close (Firefox offered to recover a crashed session).

No error messages in Event viewer

I'll run checkdisk later as it is taking ages, but would appreciate suggestions. Thanks
Vit

 

[ervit]

And another update;

Live gallery hung again, now when simply previewing pictures. It wrote "Saving..." on one and didn't move to the next one. However, some menus were still usable, notably, the online options and the File--> Copy command, upon clicking which it took me back to the gallery and froze.

Two errors in Problems and solutions:
#1:
==================
Description
A problem caused this program to stop interacting with Windows.

Problem signature
Problem Event Name: AppHangB1
Application Name: WLXPhotoGallery.exe
Application Version: 14.0.8081.709
Application Timestamp: 4a579126
Hang Signature: 184b
Hang Type: 0
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 2057
Additional Hang Signature 1: 963a9a49c26aa6e98c3303767d75828b
Additional Hang Signature 2: 5647
Additional Hang Signature 3: 4b0d1413ec1473e0ff983cd0e385b660
Additional Hang Signature 4: 184b
Additional Hang Signature 5: 963a9a49c26aa6e98c3303767d75828b
Additional Hang Signature 6: 5647
Additional Hang Signature 7: 4b0d1413ec1473e0ff983cd0e385b660

Extra information about the problem
Bucket ID: 1016559604
=====================

#2:
====================
Description
A problem caused this program to stop interacting with Windows.

Problem signature
Problem Event Name: AppTermFailureEvent
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 2057

Files that help describe the problem (some files may no longer be available)
WLXPhotoGallery.exe.atk.kdmp
WLXPhotoGallery.exe.mu.dmp
WLXPhotoGallery.exe.xml
Version.txt
========================

So the errors seem to be linked to images somehow.

 

[Lorien]

Are the problems all from the same files you keep trying to work with or the same folder? This type of problem can occur due to corrupted data files. Also, if the folder with the pictures also contains video files, try separating them into separate folders and see if you have the problem with the video files no longer there. Try some older files that you have worked with before and know are good and see if the problem occurs with them as well. If not, then there may be a problem with these new files/pictures (affecting both programs trying to access them). If the problem occurs with older files that worked fine in the past, then read on. (BTW, when you close an application with Task Manager as you mentioned you did, if the related process doesn't close as well (which you noted) then click on the process and then click on end task to stop it as it is taking up resources but not functioning and should be ended - especially if you intent to try restarting the program).

Do you know when this problem began? Try a System Restore to a point in time BEFORE the problem began. Here's the procedure: http://www.vistax64.com/tutorials/76905-system-restore-how.html. Be sure to check the box to show more than 5 days of restore points. If the first attempt fails, then try an earlier point or two. NOTE: You will have to re-install any software and updates you installed between now and the restore point, but you can use Windows Update for the updates. Use the recovery disk if the system prompt doesn’t work. The recovery disk works a bit different from the above procedures but if you follow the prompts from the System Restore menu option with the above information you should be able to restore with no problems.

Rerun Problems and Solutions and look for additional files with information or files that help describe the problem (it's often near the end). If specified, copy them and attach them to your next reply (and at least copy them to the desktop as soon as you've run the report because they sometimes get overwritten and we want the files that match the report). Also copy and post the report itself (again) in its entirety.

Next, try to boot into safe mode (repeatedly click the F8 key while booting and go to safe mode with networking). Then let's check some of your system files:

Go to Start / All Programs / Accessories / Command prompt and right click on command prompt and click run as Administrator.

Type sfc /scannow and enter and let it run (yes, I know you ran it but I'd like to check it again - system file corruption or some type of corruption is very likely here and I want to be sure it is ruled out). It will scan and try to fix some of your system files. Hopefully it will complete with no corruption it could not repair - it will say no integrity violations found (if there is such corruption post back here or try to analyze it to find the problem file(s) using http://support.microsoft.com/kb/928228. Try to post (don't attach) any corrupted files here so we can see if they can be repaired with good copies from the installation disk (unless there are too many). Actually, attach the CBS.LOG to your next reply so we can review it (unless it says no integrity violations found).

While in Command Prompt, type chkdsk /f /r and enter and let it run. It will want to schedule itself to run at the next restart. Answer yes and then reboot to run the program. It will scan and try to fix any corruption or bad sectors on your hard drive and mostly remove that as a potential cause. Yes, this may take some time - several hours or more depending on the size or your drive, how much data is on it, and how much corruption it finds if any. You can do this just before bed and let it run overnight if you prefer - but doing so is important.

If that doesn't work, then please post any error messages from the Event Viewer concerning shutdown or explorer.exe (Start / Control Panel / Administrative Tools / Event Viewer). Here's how to use Event Viewer: http://www.petri.co.il/vista-event-viewer.htm. Look in the System section and the Application Section. There WILL be errors reported because errors occurred (the hangs) - you indicated there were none but you simply didn't notice them or didn't look in the right place or at the right time when you checked. Click on the errors for more details, copy down all the details, and include them in your next reply.

You may be infected with malware. Try to run anti-malware programs (in safe mode with networking if necessary). To fix this problem (if it is a problem) download, install, and run the following two programs: http://www.malwarebytes.org/mbam.php and http://www.safer-networking.org/en/index.html. You may also want to try a free trial of Pandasoft (http://www.pandasecurity.com/usa/homeusers/solutions/global-protection/). Before downloading pandasoft, uninstall whatever anti-virus program you are currently using (because installing and running two at the same time can cause conflicts, freezes, and all sorts of problems). Use removal tools when appropriate http://www.raymond.cc/blog/archives/2009/05/05/comprehensive-list-of-uninstallers-or-removal-tools-for-antivirus-software/. Once you've uninstalled your current AV program, download, install, update, and scan using Pandasoft. I think you might be amazed at how much it finds that the other software missed. Once complete, uninstall pandasoft and re-install your current AV program (unless you decide to switch which I did when I first tried it about 4 years ago). You may also want to try the new, free Microsoft Security Essentials http://www.softpedia.com/progDownload/Microsoft-Security-Essentials-Download-131683.html (with the same caveat that only ONE AV program can be installed and running on your system at any one time). You may also want to try the free Avira at: http://www.free-av.com/ and Avast at: http://www.avast.com/index. Reboot after completing all the scans. You may also want to try the free OneCare at http://onecare.live.com/site/en-us/center/whatsnew.htm and let it run all the options (except the registry cleaner) because that’s good maintenance (it will take some time to complete but can be done in the background).

If that doesn't work, try a clean boot http://support.microsoft.com/kb/929135. If the problem goes away then it's just a matter of tracking down the culprit causing the problem. Follow the procedures in the article. Once found, delete, remove, deactivate, or uninstall it. Once done be sure to reset Vista back to normal status as explained in the procedures. If the problem occurs in clean mode then just restore the system to normal status and reboot - this solution is not going to work.

Boot into Safe mode with networking and see if the problem occurs there. Either result helps us narrow down the search for the cause.

You may be having troubles with your device drivers, firmware, and/or software. Go to Device Manager by going to start / search box and type device manager and enter and then double-click on the program icon that appears. Check each device for a red x, yellow ! or white ?. These identify devices with problems (probably drivers, but also conflicts or something else). Click on each for further details and troubleshooting tips. If you need to get drivers (and you should do any you have time to do - they may help in ways beyond just resolving this problem), do so from the computer vendor or device manufacturer (NOT from Microsoft Updates). In fact, you should turn off automatic driver updates from Windows Update as follows: http://www.addictivetips.com/windows-tips/how-to-disable-automatic-driver-installation-in-windows-vista/. Proceed as follows to get the drivers: http://pcsupport.about.com/od/driverssupport/ht/driverdlmfgr.htm. Once you have the drivers, you can install them through Device Manager as follows: http://www.vistax64.com/tutorials/193584-device-manager-install-driver.html.


If that doesn't work, we'll need to do a system repair/upgrade using the genuine Windows Vista Installation Disk (one you own or one you can borrow from ANYONE). To do this you have to also be able to boot normally. Here's the procedure: http://www.vistax64.com/tutorials/88236-repair-install-vista.html. Although this will not affect your data, settings, or programs, you should still backup your data before starting just to be on the safe side. You may have a lot of updates to re-install (including any service packs you had to remove). If the version on the system came with SP1 or SP2 pre-installed and the disk is an earlier version, then you'll need to make a slipstream disk as follows: http://www.vistax64.com/tutorials/151606-vista-sp1-slipstream-installation-dvd.html. Please reply before doing the next step as it is a radical option and I’d like to make sure we’ve ruled out all other options before taking that step - and review any files you may have found and the results of the procedures you tried.

If that doesn't work (or you don’t have the disk), then I'm afraid the only option is a clean install. You can use Knoppix http://www.knopper.net/knoppix/index-en.html with a good ISO copier like: http://isorecorder.alexfeinman.com/isorecorder.htm along with a blank CD. This should give you enough access to the system (if you can't get in any other way) to backup your important data. If that doesn’t work, try slaving the drive to another computer and recovering the data using that other computer to access the disk. Once done, you can do a clean install either using the genuine Windows Vista Installation Disk or the Recovery Disk or the Recovery Partition (whatever process is dictated by your computer manufacturer – you may need to contact them for the procedure and perhaps to get recovery disks). To do a clean install proceed as follows: http://www.winsupersite.com/showcase/winvista_install_03.asp (adapted as necessary by the procedures of your computer manufacturer). Then you will need to re-install all your programs, reset all your preferences, reconfigure your network and email settings, restore your backed up data, run Windows Update with possibly nearly 150 updates pending,...
Hopefully one of these procedures will resolve or at least identify the cause of your problem (and hopefully this will not be the final suggestion but one with much fewer consequenced).

Good luck!

 

[ervit]

OK, it may be Kaspersky after all, although I haven't tested it much. With Kaspersky off, i browsed and rotated numerous images both in Photo gallery and in Live Photo gallery without a hitch.

@Lorien:
I will look at your advice in detail later. However, one thing for sure: Task manager and Process Explorer cannot close some processes. Firefox, Skype, Live Gallery remain in the list no matter what.

I tend to believe it's the Kaspersky Internet Security upgrade that messed things up. Will try to test more and will post back.

 

[Lorien]

Considering your revelation about Kaspersky, I'd say you've found the source of the problem. I alter what I recommended to you contacting Kaspersky technical support and seeing if they are aware of the problem and have a fix for it - or try a different version - or change to a different product entirely. There are plenty of good and free options out there that will do the job and not cause this problem. Check out: http://www.vistax64.com/system-security/281727-list-free-anti-virus-softwares.html.

I hope this helps.

Good luck!

 

[ervit]

Seems to be a bug in Kaspersky Internet Security and Antivirus 2011 as it turns out (according to this Kaspersky forum thread). A patch (Critical Fix b) from yesterday is supposed to cure this. If I don't post back here, it means the problem is solved.