Unable to open folders/files and launch programs from File Explorer

Subject: Urgent Assistance Required - File Explorer & Program Launch Issues on HP Z2 Mini G9

Hello All,

New member and new user of Windows 11 (current version is 22H2).

I'm seeking help for an unprecedented issue that I've encountered on my new HP Z2 Mini G9. While my primary system is a Mac, I've been a long-time user of Windows and have never come across this problem before.

I recently attempted to connect an OWC Express 4M2, equipped with four HP FX900 Pro NVMe M.2 SSDs, to my new HP. Unfortunately, this resulted in an instant crash, followed by the Blue Screen of Death (BSOD), every time I connected the device to the HP Thunderbolt 3 port. After several unsuccessful attempts, I decided to abandon the process.

The following morning, I found that I couldn't open any folders or files. Each attempt to open a folder resulted in File Explorer trying to load, but ultimately freezing. The same issue occurred when I tried to open a text file.

Here's a list of the troubleshooting steps I've undertaken, all of which unfortunately led to no improvement:

1. I used the Task Manager to "end task" on File Explorer and ran "explorer.exe" as a new task (admin).
2. I applied default settings using File Explorer Options.
3. I executed System File Checker (SFC).
4. I ran Deployment Image Servicing and Management (DISM) with the "restorehealth" option.
5. I scanned my system using Malwarebytes (all scans were negative). I subsequently uninstalled Malwarebytes.
6. I created a new user test account (experienced the same symptoms).
7. I've performed multiple computer restarts.
8. Attempted Windows Updates (only a Defender update was needed)

During one particular instance, the system temporarily seemed to function normally, prompting me to promptly create a restore point. However, shortly thereafter, the issues reemerged (seriously???). Although I successfully restored the system to the recent restore point (after encountering some initial issues due to Malwarebytes), the symptoms unfortunately persisted.

I considered trying the repair install approach, but I'm unable to mount the ISO since I can't open/launch such files. Moreover, I am unable to boot into safe mode; after a considerable amount of time, the system fails to boot into the recovery menu and merely ends up at the regular login screen.

I'm at my wit's end dealing with this problem, having never experienced anything quite like it. Any suggestions or guidance would be immensely appreciated, as I'm up against a work deadline and desperately need this computer to function correctly.

Thank you in advance for your support and assistance.

Hi, @Craig_B and welcome to Eleven Forum (11F).

A couple of quick questions:

1. Have you tried connecting the OWC dock without any drives in it?
   
   
2. Are you able to press the Windows key and find apps from the start menu to run, and if so, will they actually run?

Thanks @johnlgalt for the reply and welcome, much appreciated.

1. Yes - when I first unboxed the OWC Express, I connected it to the HP's Thunderbolt 3 port (flex I/O). But nothing appeared to happen and the instructions call for installing the NVMe SSDs and then connecting (which led to instant crashes on the HP box in question). Note: I was able to connect it to my HP ZBook laptop, but while it didn't crash, it didn't see the OWC Express (unlike my Macs, including those running Windows 10 via Bootcamp, all which recognized the OWC Express). Additional Note: I successfully had connected a 4TB Thunderbolt 3 OWC Envoy Express NVMe without issue.

2. Yes, thanks for the suggestion. If I press the Windows key, I am able to navigate to and run apps.

I did also run the HP Diagnostic app and it didn't find any hardware issues (relating to the Thunderbolt 3 issue). I did recommend a firmware/BIOS update which I did successfully (not surprisingly, no change with File Explorer).

In hindsight, the first thing I noticed that made me realize there was a problem was when I tried to download some software from OWC. While the file appeared to download successfully, I was unable to launch as it didn't appear to be complete. When I closed Chrome I received a notice that it was still downloading a file (which it had). It was if the file was quarantined somehow. I tried multiple files from multiple sites with the same result. I then noticed that Chrome was being managed which freaked me out a bit (but I now attribute that likely to Malwarebytes). I was able to download the Windows 11 ISO with FireFox. I still have the same issue with both Chrome and Edge.

Well, things went from bad to worse. I tried again to get into Safe Mode, this time by ticking "Safe boot" in System Configuration. Well, it reboots but now nothing comes up on my monitor (remains black, no signal). I forced rebooted with the same results. Previously, when trying to get into safe mode via the Settings -> Recovery app, it would do the same but eventually reboot into the regular Windows login screen. This time, not so much. I tried booting into BIOS with same results - nothing presented on the monitor. This might have to do with the fact I am using a Display port according to a little Google research. At this point, I am dead in the water.

Is there a way to get out of the safe boot loop that I appear to be stuck in?

Apologies for the onslaught of posts...I was able to get the screen back after using the built in mini-display port. The box was in Safe Mode and the file explorer problem was not present in Safe Mode.

EDIT: I was able to do a Repair Install of Windows 11 and the problem remains. I am at a complete loss. (Note: When I first logged back into Windows after the repair install and tried to double click a shortcut to my D: drive, I was met with the following message: "This app can't open Check the Store for more information about Cortana". Weird, as Cortana is/was off at startup).

Craig_B said:

It was if the file was quarantined somehow.

Click to expand...

This seems to indicate that perhaps either Windows Defender or else MalwareBytes might have been scanning the file when you attempted to access it.

One thing to consider - have you tried disconnecting from the Internet (disable wireless if you use Wi-Fi only), and then disabled MalwareBytes and see if Explorer acts normally?

I suspect something in MalwareBytes might have gotten misconfigured, that is causing those issues in Windows Explorer only, and not from the Start Menu, for example.

So, this test is to see if Explorer starts working if MB is disabled, but, naturally, to keep you safer, disable Internet access first.

Don't run the OWC apps, (just in case) - try something simple like notepad, or access your D: drive.

Finally, verify which drives are which. Meaning, make sure Windows has not accidentally rearranged your drives after the OWC was plugged in.

Finally - to really be able to help, we need to see ewhat is going on - and in that respect, screenshots (pictures) are worth a thousand words. The Windows 11 native Snipping Tool can take screenshots of the entire screen, individual app screens, user defined rectangular and user-defined freehand selections. So you don't have to take the entire screen to show one tiny little error message, for example.

Thanks again @johnlgalt. Uninstalling Malwarebytes (via Revo Uninstaller) made no difference. I rebooted offline and no change. I disabled Windows Defender and no change. I can launch apps that are pinned to the task bar, but can't do so from shortcuts on the desktop (same with opening a text file).

I just installed the latest CU in hopes that would somehow fix it, but no such luck.

Drives seem to be where they need to be (I disconnected all external drives).

The only OWC software that was installed and launched was SoftRaid (since removed). I also removed two other apps that I installed in the day or so leading up to this, but with no change.

The only thing I have been able to verify is that when in Safe Mode, the problem does not exist.

To clarify on my earlier statement about being unable to launch an app after downloading as if it were "quarantined" - I think I can't do so simply because of the ongoing File Explorer problem, not because of MB or Defender.

Quick update: GOOD NEWS!

I successfully identified a process that was causing the problem with File Explorer: HP Sure Click (HP Security App). This also explains why I had the problems with Chrome as it installs an extension that is incredibly challenging to remove. By way of Windows Clean Boot (a great troubleshooting tool!) and a lengthy process of elimination, I was able to identify the problematic source. I had to use Revo Uninstaller Pro to delete any trace of HP Sure Click this - it was everywhere!

Craig_B said:

Quick update: GOOD NEWS!

I successfully identified a process that was causing the problem with File Explorer: HP Sure Click (HP Security App). This also explains why I had the problems with Chrome as it installs an extension that is incredibly challenging to remove. By way of Windows Clean Boot (a great troubleshooting tool!) and a lengthy process of elimination, I was able to identify the problematic source. I had to use Revo Uninstaller Pro to delete any trace of HP Sure Click this - it was everywhere!

Click to expand...

That's awesome! I apologize for not being around on Sunday, but glad you took the time to troubleshoot this as fully as you did. That was a great job of tracking the issue down.

And kudos for coming back and reporting what you found and how you fixed it. Someone, somewhere, might run into the same thing in the future.

as the last comment said I am the one that ran into the problem.

able to traverse folders in the list but couldn't open folders/files in the file list window and files downloaded showed as done but wouldn't open.

HP support on my machine for a couple of hours before i had to leave. left me with request to run diags and then reinstall windows after which he would uplift my machine and return it in 15 days.

removed wolf security and all good - machine much faster and I can download and open files again.

so basically just a thankyou for the fix that HP didn't suggest which fixed my machine in 10 mins.

dezis said:

as the last comment said I am the one that ran into the problem.

able to traverse folders in the list but couldn't open folders/files in the file list window and files downloaded showed as done but wouldn't open.

HP support on my machine for a couple of hours before i had to leave. left me with request to run diags and then reinstall windows after which he would uplift my machine and return it in 15 days.

removed wolf security and all good - machine much faster and I can download and open files again.

so basically just a thankyou for the fix that HP didn't suggest which fixed my machine in 10 mins.

Click to expand...

I am glad this was of help and that you are back up and running!