Solved Zip files crashes Windows Explorer

Dru2 · Jan 16, 2022

I have a very duplicatable issue where Windows Explorer constantly crashes (restarts) when clicking on or attempting to unzip a file. Note I have no third-party zip programs installed. This is simply using Windows' own built-in extraction program (right click, choose "Extract All....").

For me, the issue started after the 2022-01 Cumulative Update for Windows 11 for x64-based Systems (KB5009566). Now when downloading any zipped files from the net, any attempts to view it or extract it will restart Explorer - 100 percent repeatable. Anyway, I ran sfc /scannow and no issues were found

Anyone else seeing this?

CornishRattler · Jan 16, 2022

Nope, all fine here

Slavic · Jan 16, 2022

Could you look at the errors in the Event Viewer, which kind of crash happens with Explorer?

Dru2 · Jan 16, 2022

Just installed a copy of WinZip to see if the issue would go away, but no, it's still there

Anyway...

Slavic said:
Could you look at the errors in the Event Viewer, which kind of crash happens with Explorer?

Looking at both Reliability History and Even Viewer, they point to my Carbonite online backup program...

Will now remove Carbonite to see what happens.

Dru2 · Jan 16, 2022

Looks like Carbonite was the culprit. Uninstalling solved the issue.

Now I need to alert Carbonite of this issue as it is my online paid backup program. BTW, been running Carbonite for 3 years now; first time issue.

BTW, still think the issue it tied in with the 2022-01 Cumulative Update for Windows 11 for x64-based Systems (KB5009566). Didn't have an issue before it came along, so.... and there were no recent Carbonite updates.

Explorer crash now solved :)

Winuser · Jan 16, 2022

Dru2 said:
Looks like Carbonite was the culprit. Uninstalling solved the issue.

Now I need to alert Carbonite of this issue as it is my online paid backup program. BTW, been running Carbonite for 3 years now; first time issue.

BTW, still think the issue it tied in with the 2022-01 Cumulative Update for Windows 11 for x64-based Systems (KB5009566). Didn't have an issue before it came along, so.... and there were no recent Carbonite updates.

Explorer crash now solved :)

I suggest you also use the Feedback Hub to report the problem to MS.

Dru2 · Jan 16, 2022

Winuser said:
I suggest you also use the Feedback Hub to report the problem to MS.

I actually did that before the post :)

How do I link?

Thanks

Winuser · Jan 16, 2022

Dru2 said:
I actually did that before the post :)

How do I link?

Thanks

Someone else will have to answer that. Even though I use the Feedback Hub to report problems I still get lost when try to use it.

wingers · Jan 18, 2022

@Dru2

Hi, having exactly the same issue as you - removing (or stopping/disabling carbonite service) resolves it, but like you it is my main backup service.

Have you been able to find a solution at all?

Screenshots from event viewer below showing two events logged each time.

Dru2 · Jan 18, 2022

No, I've have not. My suggestion for now is to leave Carbonite disabled, and contact Carbonite. I sent them an email with a link to this thread. Suggest you also contact them. The more of these they see, the faster they my resolve the issue. I also provided feedback to Microsoft, though at that time, I hadn't mentioned Carbonite.

BTW, did this happen after an CU update? Which one.

wingers · Jan 18, 2022

Dru2 said:
No, I've have not. My suggestion for now is to leave Carbonite disabled, and contact Carbonite. I sent them an email with a link to this thread. Suggest you also contact them. The more of these they see, the faster they my resolve the issue. I also provided feedback to Microsoft, though at that time, I hadn't mentioned Carbonite.

BTW, did this happen after an CU update? Which one.

Have already sent to Carbonite and reported to Microsoft (I mentioned Carbonite in that report).

I have installed several updates in last few days and it was definitely since then so could be one you mentioned - I might try removing the update to see if that helps.

Dru2 · Jan 18, 2022

I'm actually on the phone with Carbonite this minute. They're telling me they have to escalate the issue to level 2.

wingers · Jan 18, 2022

Dru2 said:
I'm actually on the phone with Carbonite this minute. They're telling me they have to escalate the issue to level 2.

Just got email from them too - "We have had similar issues reported and it's currently being investigated by our engineering team."

Let us know how you get on please, glad to find someone else with the same issue as thought I was going mad

Dru2 · Jan 18, 2022

wingers said:
Just got email from them too - "We have had similar issues reported and it's currently being investigated by our engineering team."

Let us know how you get on please, glad to find someone else with the same issue as thought I was going mad

Yeah, I just got the same info from my tech support person as well. He did want to remote log into my PC to get some files, but I informed him I was well capable of getting him what he needed; thus, I wasn't willing to let him or anyone remote login to my PC. Anyway, the files/logs they wanted were the Event Viewer Application logs, System logs. They also wanted the System Information log.

Oh, BTW, he informed you don't need to "remove" Carbonite, just disable the services.

Anyway, they said they'll call me back in with 24 "business" hours

Let's hope the resolve the issue

Fabler2 · Jan 18, 2022

Dru2 said:
I actually did that before the post :)

How do I link?

Thanks

Just an example shown, click on the share icon and it generates a link,,

wingers · Jan 18, 2022

Dru2 said:
Yeah, I just got the same info from my tech support person as well. He did want to remote log into my PC to get some files, but I informed him I was well capable of getting him what he needed; thus, I wasn't willing to let him or anyone remote login to my PC. Anyway, the files/logs they wanted were the Event Viewer Application logs, System logs. They also wanted the System Information log.

Oh, BTW, he informed you don't need to "remove" Carbonite, just disable the services.

Anyway, they said they'll call me back in with 24 "business" hours

Let's hope the resolve the issue

Thanks for update. Same here told them I won't have anyone remoting in but will provide any logs they need.

I had been stopping process and then disabling service rather than uninstalling as easier.

Fingers crossed

Dru2 · Jan 18, 2022

Thanks Fabler2

Dru2 · Jan 18, 2022

wingers said:
Thanks for update. Same here told them I won't have anyone remoting in but will provide any logs they need.

I had been stopping process and then disabling service rather than uninstalling as easier.

Fingers crossed

Thanks for the heads up. Just got an email from the escalation team telling me they downgraded my app to an older version. They want me to try that and let them know.

I'll test that when I get home later.

wingers · Jan 18, 2022

What version of the app where you on? I'm on 6.4.0 (build 8)

Dru2 · Jan 18, 2022

I'm not home rightnow, but they want me to try 6.3.6.

Solved Zip files crashes Windows Explorer

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