Windows 7 File Explorer keeps crashing

[Solidsquare]

Hi, I have been tring to help a friend out with a computer problem.

Last week I had ro re-install the whole computer because I could not find a solution.

The Problem is everytime we open the Document folder on kates profile file explorer just crashes and restarts. So last week i reinstalled the laptop and everything was fine. However the problem has returned.

I have read a lot of post that say update chipset and graphics card driver - tried that not solved the problem. Also sfc /scannow reports no problems.

Now the thing is this laptop has 2 profiles Mel and Kate. The problem is on Kates profile however if I open file explorer on Kates profile it only crashes when you are in c:/USERS/KATE/ If we go to Mels files from Kates profile it works fine, but when you're on Kates profile and go to Kates documents it crashes.

and vise verser, if we go on Mels profile and browse Mels documents it works fine, however if we go to Kate documnents from Mels profile it crashes.

I have a funny feeling this might have something to do with MS Word because if I go from kates profile and open pictures / videos / or any file in My Documents that does not contain a word doc it does not crash.

So Just to clarify file explorer only crashes on Kates profile when we go into a folder that has a word doc in on Kates Documents

In system log this is the error reported:

Faulting application name: Explorer.EXE, version: 6.1.7601.17567, time stamp: 0x4d672ee4
Faulting module name: msoshext.dll, version: 12.0.6600.1000, time stamp: 0x4dde982f
Exception code: 0xc0000005


- System


- Provider
[ Name] Application Error

- EventID 1000
[ Qualifiers] 0

Level 2

Task 100

Keywords 0x80000000000000

- TimeCreated
[ SystemTime] 2015-04-22T14:06:54.000000000Z

EventRecordID 5849

Channel Application

Computer Mel-PC

Security

- EventData

Explorer.EXE
6.1.7601.17567
4d672ee4
msoshext.dll
12.0.6600.1000
4dde982f
c0000005
000000000000a782
76c
01d07d056b2db3b8
C:\Windows\Explorer.EXE
C:\PROGRA~1\COMMON~1\MICROS~1\OFFICE12\msoshext.dll
d3fec22f-e8f8-11e4-9d54-84a6c807970b

 

[popatim]

Were these new profiles or did you copy the old one over to the newly re-installed windows?

 

[srobin]

I would say to remove the profile and re create it. I'm not sure how problematic that would be for that account.

remove it from Users Profiles in System Properties, don't just delete it. Make sure you back up all the files first.

 

[Solidsquare]

Thank you for your replys

@popatim - They are new profiles. I coppied the data (files & folders) from the previous profiles but thats all... I have tested that data on the computer it was backed up to and no problems so far.


@srobin - I will try that and post back.


Something else I have noticed. In the error log it mentions msoshext.dll. Having searched around I found that there can be issues with running 32bit office on 64bit o/s. Something to do with not being able to find meta data.

https://support.microsoft.com/en-us/kb/2760502/

"You have the 32-bit version of Office 2013 installed on a computer that runs on the 64-bit version of the Windows operating system. In this situation, you cannot see the metadata of an Office OpenXml document in 64-bit applications."

Again I will post back with my finding because I see so many people with this problem.