Edge not working

Site Outreach Issue #16908848

Details

Author
Kathy C.
Created
Apr 12, 2018
Privacy
This issue is public.
Reports
Reported by 10 people

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Steps to reproduce

After the latest Windows 10 update (4/11) Edge has stopped working. I have repaired it and reset it but it still will not connect.

Attachments

2 attachments

Comments and activity

  • Microsoft Edge Team

    Changed Assigned To to “Steven K.”

  • Hi Kathy,

    Will you provide more details on what you mean by not working.  Does it fail to launch?

    Will you provide the extended version of Windows 10 you are using?  Win + S and type “winver” and hit enter.  E.g. 16299.309

    Thank you,

    Steve

  • Also, if you have any anti-virus installed, I recommend checking if the vendor has an updated version.  There have been multiple reports of anti-virus software interfering with the new Windows 10 App Container security model.

    Steve

  • I have same issue. Starting Edge presents a grey screen with the E logo then shuts down after a few seconds. Using Windows 10 Home edition version 1709 OS 16299.371. Have verified latest version of AV software (McAfee) is installed. Have tried various recovery options in windows (except full repair)

  • I have the same version as David. I get a grey screen that shuts down after a few seconds - no E logo though. I have Kaspersky anti-virus and I believe it is the latest version. This just started after the latest update a few days ago.

  • I recommend un-installing the anti-virus software and testing again.  We have seen 3rd party anti-virus software modify application registry settings that should not be modified.  This prevents Edge from launching properly.  If uninstalling the anti-virus software does not correct the issue, I would like to collect crash dumps.  I can send those instructions.  I am creating a how-to for this as a startup crash dump is a little extra work to collect.

    I would also like to see a DxDiag report if someone is willing to provide this to verify what I think is happening.

    To run a DxDiag report follow the steps below:

     

    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.

    Appreciate the help,

    Steve

  • I don’t get a “run” to click on as listed in step 2. Am I missing something?

  • mcafee anti virus software un-installed, system reboot but Edge still not loading. Have attached DxDiag.txt as requested.

  • Microsoft Edge Team

    Changed Assigned To to “Scott L.”

  • Sorry about that.  I need to update my procedures.  It should have been click the ‘win’ key or ‘win + s’ and then type 'run’.  Looks like you figured it out anyway.  Thank you for providing the information.

    After installing the anti-virus software, which it sounds like you did already.  I would create a new user account as a test and see if the issue is there.  You can remove that account after the test.

    Steve

  • Created new user account. Same issue with Edge. Also checked Edge on another family user already set up on PC; has same problem as well. Looks like Edge starting but just hangs at a grey screen with e symbol

  • I have the exact same issue as well.

  • Same issue. Edge start up but stuck with grey screen. After certain time edge terminates it self. I do also try reset and repair without any success.

    Any news about the issue?

  • I have the same problem. Edge is not working at all. It opens up and as soon as a type and address it it shuts down. I have the most recent version of McAfee installed. Google works fine, as does explorer app.

  • I have tried all the options suggested at this link and none of them have worked. The regedit suggestion 2 - My registry does not have the key “Main” as an option to try editing.

    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

  • For all the latest windows update Windows 10, version 1803 appears to have now restored Edge to full working order!

  • So after 1803 install Edge stopped working ie unresponsive for me as well as many of our users. Clicking on Edge opens the browser but then you can’t do anything. ie if you type www.microsoft.com nothing happens. I tried couple work around like running power shell script. Hate to say but as of now Edge user base is very low so doesn’t seem like a major issue, but this will definitely limit increasing Edge penetration in corporate world where Chrome rules.

    Thanks and looking forward to quick fix.

  • Microsoft Edge Team

    Changed Assigned To to “Scott L.”

  • As of 5/24/2018, and updates completed, edge is still not working.

  • After the latest update Edge is working fine for me now

  • Thanks Kathy C, did not work for me yet. Could you confirm you have this as your latest update ( May 23, 2018—KB4100403 (OS Build 17134.81))?
    I will attach my DxDiag_RR.txt next.

  • I am not sure how to determine if I have the updates you listed. I was updated on 5/23 to version 1803,

  • Still not working. Latest update 1803 (https://support.microsoft.com/de-ch/help/4100403/windows-10-update-kb4100403) installed.

  • Since the last Windows 10 update (5-24-2018), Microsoft Edge will not launch. Have tried several suggest solutions. None work.

  • I have exactly the same problem. I am on 1803 version 64bit. Have uninstalled AV. Edge opens a window but doesn’t fully start. Grey background and if I type in the search bar and hit return - nothing happens.
    If I open the Task Manager then Edge is using 30% of the CPU, all of which is attributed to Browser Broker. After 30 seconds or less it just closes down.

    I have tried various “solutions” but none work. I can repair and reset but not uninstall.

    Has anyone solved this?

  • have exactly the same problem. I am on 1803 version 64bit. No AV besides Defender. Edge opens a window but doesn’t fully start. Grey background and if I type in the search bar and hit return - nothing happens.
    If I open the Task Manager then Edge is using 30% of the CPU, all of which is attributed to Browser Broker. After 30 seconds or less it just closes down.

    I have tried various “solutions” but none work. I can repair and reset but not uninstall.

  • Found a solution if you have Barco Clickshare installed:
    https://answers.microsoft.com/en-us/edge/forum/edge_crash-edge_win10/after-upgrading-to-1803-edge-will-open-but-i/9f2ef0aa-70a4-4820-a8a6-b432f94dcec3?auth=1

    Uninstalled clickshare and Edge works again. (Edge worked in 1709)

  • Perfect many thanks Hans!!! That was exactly my problem.

  • Thanks Hans, Indeed clickshare was the problem! welcome back Edge :)

  • Genius - It was indeed Clickshare that had killed it. Uninstalled clickshare, did a quick repair of edge and hey Presto it was fine. Thanks Hans

  • Microsoft Edge Team

    Changed Status to “Site Outreach”

  • Do not have clickshare or Intel Unite etc. discussed. For now I have installed EdgeDeflector found on github to bypass Edge which still opens up from some links on the lock screen even though Chrome is my default. When a fix is available I intend to remove this workaround or bypass.

  • Finally managed to get Edge working.

    Even though I had uninstalled Trusteer, Avast etc. the registry had some entries under those branches.

    Using regedit in admin mode, I deleted those root keys named Trusteer and Avast and all their sub keys and restarted for Edge to work again.

  • Hello,
    Exactly the same problem. Deleted Edge and did reinstall via Powershell script. No external anti-virus program (no old entries either), no clickshare.
    Nothing worked, getting desperate. Can someone help me?
    How can i upload my DxDiag?

  • Hello,

    Thank you for your interest in providing feedback. This specific case is already closed, so attachments cannot be uploaded.

    Please try disabling all browser extensions and restarting Edge to see if this fixes the problem. If you still have trouble, please open a new case and run dxdiag (Windows key + r and type dxdiag, enter, then click Save all Information) and attach the txt file.

    Best Wishes,
    The MS Edge Team

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