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IE 11 crashes, ntdll.dll

  • June 26, 2018
  • 10 replies
  • 1208 views
T
IE Crashes: error: "IE has stopped working. A problem caused the program to stop working correctly. ...."
IE then restarts.
The issue appears on 4 computers I have seen so far, all with Windows 7 Pro, IE11 and WSA 9.0.20.31
Event viewer shows:
Faulting application name: IEXPLORE.EXE, version: 11.0.9600.19036, time stamp: 0x5b077e91
Faulting module name: ntdll.dll, version: 6.1.7601.24150, time stamp: 0x5b0cb980
Exception code: 0xc0000374
Fault offset: 0x000ce9fb
Faulting process id: 0x3eb04
Faulting application start time: 0x01d40d5099ed3a0b
Faulting application path: C:Program Files (x86)Internet ExplorerIEXPLORE.EXE
Faulting module path: C:WindowsSysWOW64tdll.dll
Report Id: f43dbcc1-7943-11e8-ab1d-34e6d753d372
 
I have disabled WR add ons, except for WR Filtering Extension (cannot disable)Problem still exists
 
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Best answer by akim

I would recommend that you contact our support team, as it sounds like they may need to assist you with getting your machines on the most recent version. You can call them at 1-866-254-8400 or submit a ticket.
    TripleHelix

    10 replies

    S
    • Sbuskirk
    • June 27, 2018
    Following.  I am seeing the exact same error on some of our clients.  All the workstations started having this problem on 6/20.
    C
    • cgallery
    • June 28, 2018
    Can confirm I'm also seeing this in IE 11 on Win7 with 9.0.20.31.
    JGiffard
    Forum|alt.badge.img+31
    • JGiffard
    • Retired Webrooter
    • June 28, 2018
    Hi all,
     
    We're working on a fix , more information is here:- https://community.webroot.com/t5/Known-Issues-KB/Intermittent-crashes-of-Internet-Explorer-with-WTS-1-7-0-16/ta-p/323342
     
     
    Jonathan
     
    Senior Product Manager, WSA Business
    akim
    ProTruckDriver
    TripleHelix
    J
    • Jerrica
    • July 3, 2018
    How will we know when this fix is complete?
    TripleHelix
    Moderator
    Forum|alt.badge.img+63
    • TripleHelix
    • Moderator
    • July 6, 2018
    @ wrote:
    How will we know when this fix is complete?
    The Web Threat Shield is now 1.7.0.19 so open IE and check the extension! 1 1.7.0.197.0.19
     
    http://answers.webroot.com/Webroot/ukp.aspx?pid=4&app=vw&vw=1&login=1&json=1&solutionid=1081
     

    Daniel - Microsoft MVP Consumer Security (2012-2016) Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Windows 11 Pro x64 for Workstations on my Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Samsung Galaxy A16 5G OS 16.
    ProTruckDriver
    S
    Fresh Face
    • SuperRed
    • Fresh Face
    • October 2, 2018
    This is occurring for one of my users who's running Webroot SecureAnywhere Endpoint Protection v.9.0.21.18, and it causes IE to crash. Since that's how we access our document management system, it's a HUGE problem for this user. Can you help me resolve it for her? Thank you!

    TripleHelix
    Moderator
    Forum|alt.badge.img+63
    • TripleHelix
    • Moderator
    • October 2, 2018
    @ wrote:
    This is occurring for one of my users who's running Webroot SecureAnywhere Endpoint Protection v.9.0.21.18, and it causes IE to crash. Since that's how we access our document management system, it's a HUGE problem for this user. Can you help me resolve it for her? Thank you!


    Talk to your Administrator and ask them to update you to the latest version v9.0.23.32 see here:  https://answers.webroot.com/Webroot/ukp.aspx?pid=4&app=vw&vw=1&login=1&json=1&solutionid=1081
     
    Thanks,
    Daniel - Microsoft MVP Consumer Security (2012-2016) Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Windows 11 Pro x64 for Workstations on my Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Samsung Galaxy A16 5G OS 16.
    ProTruckDriver
    akim
    Forum|alt.badge.img+35
    • akim
    • Retired Webrooter
    • October 3, 2018
    I checked with our support team, and they said that the IE crash issue should not be apparent in 9.0.21.18.  They would like you to contact them so they can assist and investigate. 
    Anna - Webroot Sr. Advocate Programs Manager
    M
    • MVilas
    • November 8, 2018
    Hello there,
     
    I have a few computers with this issue and the problmes are only on the Windows 10 PCs, not Win 7 Pro. I also noticed that I have 9.0.21.18 but I have no idea where to download an upgrade. Someone here was recomeindg to upgrade to 9.0.23.34
     
    Any help would be very appreciated. Thank You!
    akim
    Forum|alt.badge.img+35
    • akim
    • Retired Webrooter
    • Answer
    • November 8, 2018
    I would recommend that you contact our support team, as it sounds like they may need to assist you with getting your machines on the most recent version. You can call them at 1-866-254-8400 or submit a ticket.
    Anna - Webroot Sr. Advocate Programs Manager
    TripleHelix
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