Upon opening Edge will crash

Issue #13269237 • Assigned to Steven K.

Details

Author
Louis D.
Created
Aug 15, 2017
Privacy
This issue is public.
Found in
  • Microsoft Edge
Reports
Reported by 5 people

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Steps to reproduce

Upon last update I have not been able to use Edge at all. A window will open, The bars across the top will be there and a white screen below after about 15-20 sec it closes. I have updated my AMD video card and I have reset Microsoft Explorer settings as some forums suggested and none has had an effect. I can’t seem to uninstall Edge then try to reinstall it. When I go to the Edge download page it wants me to open edge to download it. Same with Adobe flash and shockwave. I am now at an impass with what I know to look at.

Attachments

Comments and activity

  • What the?! So the new improved Windows features include not being able to use Edge at all as it fails to launch. Glad I spent around 6 hours allowing my PC to update to this revision. All on one platform now and yet the flagship Microsoft browser doesn’t even open. Special. Do Microsoft have test engineers anymore or do they rely on their public and customers to find stuff out?

  • Microsoft Edge Team

    Changed Assigned To to “Steven K.”

  • After latest update can not use Edge. Chrome works fine.

  • Hi Louis, and Keith,

    Can you provide a DirectX diagnostic
    log for this issue?

    To run a DxDiag report follow the steps below:

     

    1.        
         If you are running Windows Vista or higher go to your task bar.
    1.        
         Click on, "Start Button".
    1.        
         Click on, "Run".
    1.        
         In the pop-up window enter DxDiag and hit ok.
    1.        
         The DirectX Diagnostic Tool pop-up window should appear.
    1.        
         Click on, "Save all information".
    1.        
         Save As" window should be present.
    1.        
         Click on, “Save” (The file should be saved to your
      desktop as DxDiag.txt)
    1.        
         Exit the DirectX Diagnostic Tool.

     

    Then upload and attach the
    saved output file to this post.

     

    Also, here is a link to procedures for recovering Edge without using Edge.  I am not familiar with a way to download Edge.  Curious about where you saw those instructions.  Be sure to head the warning about losing your favorites, extension, etc.  I would export your favorites before hand.

     

    https://answers.microsoft.com/en-us/windows/forum/apps_windows_10-msedge/how-to-recover-microsoft-edge-if-it-fails-to/7cd3b30c-7d38-466c-8ee2-1b96fdf06580

    Thank you for the help and let me know how it goes,

     

    Steve

  • Hi Steve,

    I tried the steps in the thread you posted but it didn’t really work, Edge now gets less far in starting before abruptly closing. It now just has a blue screen with the ‘e’ logo ant then closes, before there were menu bars top and right.

    Can’t see an attach button to attach the DXDiag output, will look again in a second. Please note that this has only happened since the update last week, I believe it it called "Creators Update".

  • Ahh, there’s the attachment button, right at the top! Please find the attached DXDiag log.

    Thanks ,Keith

  • I am having the same issue! i am running the DxDiag but taking its sweet time

  • Hi Steve,
    sorry for the delay. Please find my DX report attached as the second one dated Aug 20 at 7:30pm.

    Here is where I went to look at downloading Edge:

    https://microsoft-edge.en.softonic.com/?ex=DSK-173.0

  • Hi Steven,

    This has all been a little silent since I sent the DX report as requested, any update? I still can’t use Edge at all.

    Regards, Keith

  • Hi, Yes this is still an issue for me as well.

  • Hello all,

    As an FYI, there is no way to download Edge.  It is a core part of the Windows 10 operating system.  There are ways to clean temporary files and restore it to the original but no way to remove it or re-download it externally.  If we need to “reset” it we can go that route.

    If anyone is still having this issue, can you please refer to the following bug report and see if you are having the same issue?  If it is the same issue, we do have a fix for it.

    https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/13779603/

    Appreciate the updates, even those I am slow to respond.  :-/

  • Hi Steven,

    I have downloaded the regfix.zip from the other post, run the extract in an elevated Powershell as per the instructions, after a reboot I have no change. Edge loads for maybe 10s or so, has no content but the menus do function. It then disappears with no error / bug report. Managed to capture the (hopefully) attached window snip. Nothing to do with internet connection or webpages - I don’t get that far.

    Any further suggestion?

  • Same issue since most recent update.

  • @Louis, thank you for sending the information on where you downloaded the fake Edge version.  A recommendation to be very careful about where software is downloaded from.  Just a random Bing search with a site name and “reviews” is a good idea.  A sample review I found.

    https://safeweb.norton.com/report/show_mobile?name=softonic.com

    Also, be sure to scan all downloads with a tools such as:

    https://www.virustotal.com/

    These are my own opinion and not specifically Microsoft’s.  Just general good web habits.  I want everyone to be safe.  :-D

    Also, here is a tip on using Windows package managers.  Highly recommend for software consistency and improved software safety:

    https://blogs.technet.microsoft.com/heyscriptingguy/2014/08/23/weekend-scripter-powershell-and-chocolatey/

    My next response will be specific to the crashing issues and the DxDiag report.

    Steve

  • Hi Keith, and Louis,

    A comment on the DxDiag reports you sent me.  I am not certain whose report is whose.  I will split my comments out by your computer name and graphics card.  :-)

    PC Name: “MAIN”
    Graphics card: AMD Radeon R4 Graphics

    If you go to the bottom of the report and/or search for "Windows Error Reporting:", you will see multiple entries for the app by 7 Dragons crashing name something like "FreeCalendarFreeClockFreeNotepadFreeStick".  I would uninstall that application.  Not sure if this is a plugin for Edge?

    PC Name: “TOYNEX64”
    Graphics card: GeForce GTX 750 Ti

    This DxDiag shows only Edge crashing.  I would go through the following link and do what I call a “reset” on Edge.  This is applies to everyone having the issue where Edge will not start or crashes soon after starting.

    https://answers.microsoft.com/en-us/windows/forum/windows_10-win_cortana/cant-type-in-windows-10-search-bar/7dce8411-8671-4d3e-90d1-b9bdc0aa4734?page=16

    Let me know and I believe doing this should get most of you up and running again,

    Steve

  • Hi Steve, I have removed the free calendar and such program. I have also followed the instructions above for the fix and it has had no effect. Just to be clear. My original Microsoft Edge came from the Microsoft upgrade. In my initial attempt to fix the issue I thought to re-install Edge which is when I came across that site. The site went to open edge to download it because Edge was my default browser. So that site’s version of Edge never was downloaded. I mention that just in case you were thinking that could be where the flaw came from. I have since changed my default browser so that my system still functions. I would still like to pursue this fix. Thanks for all the help so far. Hopefully we can get this corrected.

  • Hi Louis,

    Thank you for the details.  I want to make sure you tried the procedures in the following  link.  I believe you said you did, however, I want to verify that.

    https://answers.microsoft.com/en-us/windows/wiki/windows_10-performance/windows-10-performance-and-install-integrity/75529fd4-fac7-4653-893a-dd8cd4b4db00

    If you have already performed those procedures and are still having the issue, we would need a crash dump to see what is going on.  The procedures to do that are below.

    download Debug Diagnostic Tool v1.2 from https://www.microsoft.com/en-us/download/details.aspx?id=26798

    1. Once installed open “DebugDiag2 Collection” and select the rule type ‘Crash’ and click next.
    2. Under Select target type select ‘MicrosoftEdgeCP.exe’ and click next
    3. In the text box next to Selected Process please enter iexplore.exe and click next
    4. Under the Advanced Configuration please just click next
    5. Lastly in the Select Dump Location please take note of the location where the dump file will be written. You can change this to another location if you wish. Click Next then Click Finish.
    6. Once you have reproduced the crash, open the folder location from step 5 above. Locate the file ending in .dmp. Please compress (zip) this .dmp file(s) and upload them to connect.

    Once you have reproduced the crash open the folder location from step 5 above. Locate the file ending in ‘.dmp’. Please compress (zip) this ‘.dmp’ file(s) and upload them to connect.

    Steve

  • Hi My Edge is now working since last Update last week. Thanks.

  • Would just like to confirm that my problems are caused by Trusteer Rapport. Good to know the solution is to stop that program but since Edge from Microsoft and Rapport from IBM come from 2 of the biggest IT companies, it is amazing that they can’t write compatible software or fix such debilitating flaws over a 4 month time frame. I can’t uninstall Rapport permanently as its required by online banking.

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