Edge closes continuously at startup.

Issue #14349919 • Assigned to Sebastian P.

Details

Author
Juan G.
Created
Oct 23, 2017
Privacy
This issue is public.
Found in
  • Microsoft Edge
Reports
Reported by 1 person

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Steps to reproduce

After displaying the edge image works correctly, but when we join it to the domain, it seems that some users experience the error continuously. (see details in attached file)

Windows edition is 1607, with september acumulative update.
Office 365 ProPlus
AV: Mcafee Endpoint Security 10.5
EMET 5.5

Please can help me on this? I have numerous pc with this problems.

Regards.

Attachments

Comments and activity

  • Microsoft Edge Team

    Changed Assigned To to “Steven K.”

  • Would you be willing to some additional debug information?  I am requesting 3 items.  They should all be from the same PC having this issue.  I know you have multiple with this issue.

    If the file sizes are too large to upload please provide a link to a public oneDrive shared folder or some other online resource.  Let me know if you need another option.

    Steve

    1. System Information File.
      Please provide a copy
      of your System Information file. To access your System Information file select
      the keyboard shortcutWin+R

    ,
    type msinfo32 

    and
    click OK 

    .
    Place the cursor on System
    Summary

    . Select File, Export and give the file a name noting
    where it is located. Click Save. 

    Files
    in the txt file format are preferred.
    Do not place the cursor within the body of the report
    before exporting the file.

    The system creates a new System Information file each
    time system information is accessed. You need to allow a minute or two for the
    file to be fully populated before exporting a copy.

    1. Event Viewer events

    To access the System log select the keyboard
    shortcut Win+R

    ,
    type eventvwr.msc

     and
    press the ENTER

     key.
    From the list in the left side of the window select Windows Logs and System.
    Place the cursor on System, select Action from the Menu and Save All Events as

     (the
    default evtx

     file
    type) and give the file a name. Do not provide filtered files. 
    Do not place the cursor in the list of reports before
    selecting Action from the menu

    . Do not clear logs

     whilst
    you have a continuing problem.

    1. A crash dump.  This is a bit more work to perform but not too bad.

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

       

    Once
    installed open “DebugDiag2 Collection” and select the rule type ‘Crash’ and
    click next.

       

    Under
    Select target type select ‘

    MicrosoftEdgeCP.exe’
    and click next

       

    In
    the text box next to Selected Process please enter iexplore.exe and click next

       

    Under
    the Advanced Configuration please just click next

       

    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.

       

    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.

  • Hi,

    I uploaded the files.

    The process MicrosoftEdgeCP.exe does not generate a DMP, I have forced the generation of the DMP with WER, the log if it is DebugDiag

    Regards.

  • I have uploaded an dmp file of microsoftedge.exe to my onedrive

    https://1drv.ms/u/s!Ar0m-8X3BgbAgi12TtSvHPvEjeHh

  • I upload additonal dmp & log files

    https://1drv.ms/u/s!Ar0m-8X3BgbAgi12TtSvHPvEjeHh

  • Appreciate you taking the time to provide the debug logs and information.  I will take a look and continue my investigation.

    Thanks again,

    Steve

  • Also, that does make sense that “MicrosoftEdgeCP.exe” is not crashing.  “MicrosoftEdge.exe” is the first exe to load and then the other processes are launched as needed, e.g. “MicrosoftEdgeCP.exe.”  Appreciate you sorting that out.  :-)

  • Microsoft Edge Team

    Changed Assigned To to “Scott L.”

  • Hello,

    I have monitored processes by filtering the processes (browser_broker.exe, MicrosoftEdge.exe, MicrosoftEdgeCP.exe, ApplicationFramehost.exe) and I do not see MicrosoftEdgeCP.exe running as you indicated.

    See ProcessMonitor.csv File.

    Regards.

  • Microsoft Edge Team

    Changed Assigned To to “Sebastian P.”

  • Hi guys.

    Do we have any news in this matter? We have 200 teams with the same problem.

    Thanks for your hard work.

    Greetings.

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