Solved Zip files crashes Windows Explorer


Dru2

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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?
 
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CornishRattler

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Nope, all fine here
 

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Slavic

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

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Dru2

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

Anyway...
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...

Reliability History - Explorer.png

Even Viewer - Explorer Issue.png

Will now remove Carbonite to see what happens.
 

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Dru2

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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 :)
 

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Winuser

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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.
 

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Dru2

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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 (y)
 

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Winuser

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I actually did that before the post :)

How do I link?

Thanks (y)
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.
 

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wingers

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@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.

carbonite error 1.png

carbonite error 2.png
 

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Dru2

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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.
 

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    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
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    Intel
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wingers

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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.

1642531044938.png
 

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Dru2

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

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  • OS
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    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
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    Logitech Craft
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  • Operating System
    Win 11 Pro Dev build 22454.1000
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    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
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wingers

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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
 

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Dru2

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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 :cautious:

Let's hope the resolve the issue (y)
 

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    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
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    Logitech Craft
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    Logitech MX Master 3
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    500mb Download. 11mb Upload
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  • Operating System
    Win 11 Pro Dev build 22454.1000
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    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
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    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
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    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
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Fabler2

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I actually did that before the post :)

How do I link?

Thanks (y)
Just an example shown, click on the share icon and it generates a link,,

Screenshot_1.png
 

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    AMD Ryzen 7 3700U with Radeon Vega Mobile Gfx
    Motherboard
    ASUSTeK COMPUTER INC. X509DA (FP5)
    Memory
    12GB
    Graphics Card(s)
    RX Vega 10 Graphics
    Monitor(s) Displays
    Generic PnP Monitor (1920x1080@60Hz)
    Screen Resolution
    1920x1080@60Hz
    Hard Drives
    INTEL SSD 660p 512GB NVMe
    Internet Speed
    25 Mbps
    Browser
    Edge
    Antivirus
    Defender
  • Operating System
    Windows 11
    Computer type
    Laptop
    Manufacturer/Model
    ACER
    CPU
    AMD Ryzen 7 5800H / 3.2 GHz
    Motherboard
    CZ Scala_CAS (FP6)
    Memory
    16 GB (2 x 8 GB) DDR4 SDRAM 3200 MHz
    Graphics card(s)
    NVIDIA GeForce RTX 3060 6 GB GDDR6 SDRAM
    Sound Card
    Realtek Audio. NVIDIA High Definition Audio
    Monitor(s) Displays
    15.6" LED backlight 1920 x 1080 (Full HD) 144 Hz
    Screen Resolution
    1920 x 1080 (Full HD)
    Hard Drives
    1.024 TB SSD M.2 2280 - Samsung
    PSU
    180 Watt, 19.5 V
    Mouse
    Logitech
    Internet Speed
    25 Mbps
    Browser
    Edge
    Antivirus
    Defender

wingers

New member
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9
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Windows 11
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 :cautious:

Let's hope the resolve the issue (y)

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
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell
    CPU
    Intel(R) Core(TM) i7-10700 CPU @ 2.90GHz 2.90 GHz
    Memory
    32Gb
    Browser
    Google Chrome
    Antivirus
    AVG Internet Security

Dru2

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Windows 11 Pro 21H2 (22000.778)
Thanks Fabler2 😊
 

My Computers

System One System Two

  • OS
    Windows 11 Pro 21H2 (22000.778)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom built
    CPU
    Intel i9-9900K
    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
    Cooling
    Corsair H115i RGB Platinum
    Keyboard
    Logitech Craft
    Mouse
    Logitech MX Master 3
    Internet Speed
    500mb Download. 11mb Upload
    Browser
    Microsoft Edge Chromium
    Antivirus
    Windows Security
    Other Info
    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev build 22454.1000
    Computer type
    Laptop
    Manufacturer/Model
    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
    PSU
    laptop
    Case
    laptop
    Cooling
    Laptop cooling
    Mouse
    Logitech MX Anywhere 2S
    Keyboard
    Laptop
    Internet Speed
    100MB
    Browser
    Edge Chromium
    Antivirus
    Windows Security

Dru2

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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.
 

My Computers

System One System Two

  • OS
    Windows 11 Pro 21H2 (22000.778)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom built
    CPU
    Intel i9-9900K
    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
    Cooling
    Corsair H115i RGB Platinum
    Keyboard
    Logitech Craft
    Mouse
    Logitech MX Master 3
    Internet Speed
    500mb Download. 11mb Upload
    Browser
    Microsoft Edge Chromium
    Antivirus
    Windows Security
    Other Info
    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev build 22454.1000
    Computer type
    Laptop
    Manufacturer/Model
    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
    PSU
    laptop
    Case
    laptop
    Cooling
    Laptop cooling
    Mouse
    Logitech MX Anywhere 2S
    Keyboard
    Laptop
    Internet Speed
    100MB
    Browser
    Edge Chromium
    Antivirus
    Windows Security

wingers

New member
Local time
3:10 PM
Posts
9
OS
Windows 11
What version of the app where you on? I'm on 6.4.0 (build 8)
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell
    CPU
    Intel(R) Core(TM) i7-10700 CPU @ 2.90GHz 2.90 GHz
    Memory
    32Gb
    Browser
    Google Chrome
    Antivirus
    AVG Internet Security

Dru2

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10:10 AM
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1,854
Location
Virginia
OS
Windows 11 Pro 21H2 (22000.778)
I'm not home rightnow, but they want me to try 6.3.6.
 

My Computers

System One System Two

  • OS
    Windows 11 Pro 21H2 (22000.778)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom built
    CPU
    Intel i9-9900K
    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
    Cooling
    Corsair H115i RGB Platinum
    Keyboard
    Logitech Craft
    Mouse
    Logitech MX Master 3
    Internet Speed
    500mb Download. 11mb Upload
    Browser
    Microsoft Edge Chromium
    Antivirus
    Windows Security
    Other Info
    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev build 22454.1000
    Computer type
    Laptop
    Manufacturer/Model
    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
    PSU
    laptop
    Case
    laptop
    Cooling
    Laptop cooling
    Mouse
    Logitech MX Anywhere 2S
    Keyboard
    Laptop
    Internet Speed
    100MB
    Browser
    Edge Chromium
    Antivirus
    Windows Security
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