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WINDOWS EXPLORER - HANG / CRASH
Description:Windows explorer can often fail in one of two ways: A hang, or a crash. The reasons for these behaviors may be different but the data needed to troubleshoot them are often the same.
Scoping the Issue: The first thing to be determined is whether explorer is hanging or actually crashing. This can determine what kind of dump needs to be collected if a user dump is needed.
Hang: The Windows Explorer process is still running however it may be extremely slow or listed as “not responding” in task manager. The unresponsiveness may only last for a couple of seconds or Windows Explorer may never respond. If the process is listed as "Not Responding" in Task Manager, then it may truly be hung, but keep in mind are some scenarios where applications that are waiting for network resources may also be listed as "Not Responding". In these instances, forcibly terminating and restarting the process is required to restore functionality.
Crash: If explorer actually crashes, the process is terminated and may or may not restart on its own. A new PID will be seen for exporer.exe under task manager.
Data Gathering: In all instances, collecting either MPS Reports with the General, Internet and Networking, Business Networks and Server Components diagnostics, or a Performance-oriented MSDT manifest must be done. Additional data required may include the following:
Troubleshooting / Resolution: After you have gathered the data, there are some things to check: