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Discussion Starter #1
Is there any diagnostic software that you can recommend to diagnose my problem?

From time to time Internet Explorer closes down on me saying it has hit a problem opr else it just fails to respond. Also, from time to time, Outlook is unable to connect to one or both of my e-mail services with an error message suggesting I have entered the wrong address for them. This can happen when the system is first started or after it has been running and successfully retrieving emails for some time.

The former problem is usually, but not always, cured by restarting IE. The latter is sometimes cured by re-starting Windows but sometimes requires me to turn off the power and “crash” the system – something I hate doing!

I am using a modern Dell PC which has never had the cover removed – so I am fairly confident of it. Windows XP home edition is version 2002 with SP2. IE is version 7.0.5730.11

I connect to the internet using ADSL and a modem/router. Unless this is a recognised software problem my suspicions will fall on the router. Should I replace it without further thought?

I’d be grateful for any advice.
 

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Hello and welcome to TSF

Try to use IE though by doing this:

Click Start, All programs, Accessories, System tools and click on Internet Explore (No Addons)
 

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Discussion Starter #3
Thank you very much for this advice. So far I have not had a problem running as you suggest, indeed my first thought was that pages displayed more quickly so I am tempted to make this my usual way of running!

I notice that it is possible to disable and enable add-ons individually so it would be possible to experiment, enabling them selectively until the problem reappears but I wonder if there is a more scientific way of progressing, more quickly, to spot the offender?
 

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You are correct. You are on the right track :). The reason I asked you to run IE with no add-ons was to see if there was a problem with one.

Please do this:


Produce a list of IE add ons


  • Click Here to download StartUplist. Save it to your desktop.
  • Extract the files.
  • You should now have StartupList.exe double click on it.
  • Wait until it is complete.
  • Right click on Browser Helper Objects (BHO), click on Save Node and all sub nodes as.. then when the save box appears type in BHO.txt and click Save.
  • Now right click on ActiveX Objects, click on Save Node and all sub nodes as.. then when the save box appears type in ActiveX Objects.txt and click Save.
  • Then right click on Internet Explore toolbar, click on Save Node and all sub nodes as.. then when the save box appears type in IE toolbars.txt and click Save.
  • Last one, right click on Internet Explore buttons/tools, click on Save Node and all sub nodes as.. then when the save box appears type in IE buttons.txt and click Save.

Open up the folder where Startuplist.exe is stored and locate thes files, please post them in your next reply:
  • BHO.txt
  • ActiveX Objects.txt
  • IE toolbars.txt
  • IE buttons.txt
 

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Discussion Starter #5
Here's hoping I've followed your instructions correctly!
:smile:

StartupList 2.02 partial report
Root node was 'Browser Helper Objects (7)'
Full path to root node: This Computer\Browser Helper Objects (7)

(no name) = {089FD14D-132B-48FC-8861-0048AE113215} = C:\Program Files\SiteAdvisor\6172\SiteAdv.dll
Adobe PDF Reader Link Helper = {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} = C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll
DriveLetterAccess = {5CA3D70E-1895-11CF-8E15-001234567890} = C:\WINDOWS\System32\DLA\DLASHX_W.DLL
Google Toolbar Helper = {AA58ED58-01DD-4d91-8333-CF10577473F7} = c:\program files\google\googletoolbar2.dll
Google Toolbar Notifier BHO = {AF69DE43-7D58-4638-B6FA-CE66B5AD205D} = C:\Program Files\Google\GoogleToolbarNotifier\2.1.615.5858\swg.dll
scriptproxy = {7DB2D5A0-7241-4E79-B68D-6309F01C5231} = C:\Program Files\McAfee\VirusScan\scriptsn.dll
SSVHelper Class = {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} = C:\Program Files\Java\jre1.5.0_11\bin\ssv.dll


StartupList 2.02 partial report
Root node was 'ActiveX objects (16)'
Full path to root node: This Computer\ActiveX objects (16)

BASEIE40_W2K - {89820200-ECBD-11cf-8B85-00AA005B4383} - C:\WINDOWS\system32\ie4uinit.exe -BaseSettings
BRANDING.CAB - {60B49E34-C7CC-11D0-8953-00A0C90347FF} - RunDLL32 IEDKCS32.DLL,BrandIE4 SIGNUP
BRANDING.CAB - {60B49E34-C7CC-11D0-8953-00A0C90347FF} - RunDLL32 IEDKCS32.DLL,BrandIE4 SIGNUP
DOTNETFRAMEWORKS - {89B4C1CD-B018-4511-B0A1-5476DBF70820} - C:\WINDOWS\system32\Rundll32.exe C:\WINDOWS\system32\mscories.dll,Install
Fax - {8b15971b-5355-4c82-8c07-7e181ea07608} - rundll32.exe advpack.dll,LaunchINFSection C:\WINDOWS\INF\fxsocm.inf,Fax.Install.PerUser
IE4Shell_NT - {89820200-ECBD-11cf-8B85-00AA005B4340} - regsvr32.exe /s /n /i:U shell32.dll
IEACCESS - {26923b43-4d38-484f-9b9e-de460746276c} - C:\WINDOWS\system32\ie4uinit.exe -UserIconConfig
IEUDINIT - {12d0ed0d-0ee0-4f90-8827-78cefb8f4988} - C:\WINDOWS\system32\ieudinit.exe
MailNews - {44BBA840-CC51-11CF-AAFA-00AA00B6015C} - "%ProgramFiles%\Outlook Express\setup50.exe" /APP:OE /CALLER:WINNT /user /install
Messenger - {5945c046-1e7d-11d1-bc44-00c04fd912be} - rundll32.exe advpack.dll,LaunchINFSection C:\WINDOWS\INF\msmsgs.inf,BLC.QuietInstall.PerUser
Microsoft Windows Media Player - {6BF52A52-394A-11d3-B153-00C04F79FAA6} - rundll32.exe advpack.dll,LaunchINFSection C:\WINDOWS\INF\wmp.inf,PerUserStub
NetMeeting - {44BBA842-CC51-11CF-AAFA-00AA00B6015B} - rundll32.exe advpack.dll,LaunchINFSection C:\WINDOWS\INF\msnetmtg.inf,NetMtg.Install.PerUser.NT
OEACCESS - {881dd1c5-3dcf-431b-b061-f3f88e8be88a} - C:\WINDOWS\system32\shmgrate.exe OCInstallUserConfigOE
Theme Component - {2C7339CF-2B09-4501-B3F3-F3508C9228ED} - C:\WINDOWS\system32\regsvr32.exe /s /n /i:/UserInstall C:\WINDOWS\system32\themeui.dll
WAB - {7790769C-0471-11d2-AF11-00C04FA35D02} - "%ProgramFiles%\Outlook Express\setup50.exe" /APP:WAB /CALLER:WINNT /user /install
WMPACCESS - {22d6f312-b0f6-11d0-94ab-0080c74c7e95} - C:\WINDOWS\inf\unregmp2.exe /ShowWMP


StartupList 2.02 partial report
Root node was 'Internet Explorer toolbars'
Full path to root node: This Computer\Internet Explorer toolbars

* All users (1) *
McAfee SiteAdvisor - {0BF43445-2F28-4351-9252-17FE6E806AA0} - C:\Program Files\SiteAdvisor\6172\SiteAdv.dll

* This user *
- ShellBrowser (1)
&Google - {2318C2B1-4965-11D4-9B18-009027A5CD4F} - c:\program files\google\googletoolbar2.dll

- WebBrowser (3)
&Address - {01E04581-4EEE-11D0-BFE9-00AA005B4383} - C:\WINDOWS\system32\browseui.dll
&Links - {0E5CBF21-D15F-11D0-8301-00AA005B4383} - C:\WINDOWS\system32\SHELL32.dll
&Google - {2318C2B1-4965-11D4-9B18-009027A5CD4F} - c:\program files\google\googletoolbar2.dll



StartupList 2.02 partial report
Root node was 'Internet Explorer buttons/tools (5)'
Full path to root node: This Computer\Internet Explorer buttons/tools (5)

Sun Java Console - {CAFEEFAC-0015-0000-0011-ABCDEFFEDCBC} - C:\Program Files\Java\jre1.5.0_11\bin\ssv.dll
Research - {FF059E31-CC5A-4E2E-BF3B-96E929D65503} - C:\PROGRA~1\MICROS~3\OFFICE11\REFIEBAR.DLL
Real.com - {FE54FA40-D68C-11d2-98FA-00C0F0318AFE} - C:\WINDOWS\system32\Shdocvw.dll
@xpsp3res.dll,-20001 - {e2e2dd38-d088-4134-82b7-f2ba38496583} - %windir%\Network Diagnostic\xpnetdiag.exe
Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
 

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Discussion Starter #6
Ah!

I've just had the problem recur (and I've been able to repeat it).

Running with add-ons disabled, as advised, I listened to a music clip over the internet. This used Real-Player.

This played one 30 second clip OK but when I then clicked on a second one IE failed. I restarted IE, again with add-ons disabled, and repeated this exactly with the same result.

Windows offers to send an error report to Microsoft - would this contain any information useful to me?

Should I be encouraged that the error appears to be repeatable to discouraged that it occured at all?
 

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Sorry for the delay I was on holidays.

Windows offers to send an error report to Microsoft - would this contain any information useful to me?
IMO no I dont think so.

I dont see any bad add-ons in that list.
 

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Discussion Starter #8
No problem, I guessed a holiday!

I am continuing to run with add-ons disabled and I am convinced this has reduced, but not elimnated, the problem. Have you any suggestion as to how I might proceed?
 

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Please try this:

System File checker: sfc/ scanow

**Note: You will need A Windows XP CD for this exercise**

  • Please insert the Windows XP CD into your CD/DVD drive.
  • Click Start, then Run
  • Copy and paste the command below into the text box (with out the quotation marks)
    " sfc /scannow "
  • Click Ok
  • During the scan you may be asked to Insert the A Windows XP CD, if this happens just click retry and let it do its thing.

Please post back with the results.

If that doesnt work please try this:

http://blogs.msdn.com/ie/archive/2006/06/12/628499.aspx
 

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I am using a modern Dell PC which has never had the cover removed – so I am fairly confident of it.
It's probably not what's causing your problem here, but you should open the cover once in a while to clean the dust off the fans and heatsinks.

Please use an XP SP2 CD to run sfc if your version of Windows is updated with service pack 2. If your XP CD is some previous version then use the following method to create an XP SP2 CD :
http://www.winsupersite.com/showcase/windowsxp_sp2_slipstream.asp
(GtP, maybe you should add this to your instructions :wink:)

Tell us if the system file checker finds any files to replace.
 

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Discussion Starter #11
Thanks for the response Go The Power and also justpassingby.

I've located a CD that was sent to me by Dell. It is labelled "Reinstallation CD Microsoft Windows XP Home Edition Service Pack 2. The software is already installed on your computer. Only use this CD to reinstall the operating system on a Dell computer". Does that sound like the disk I need? I'm nervous about starting this task and not being able to complete it! Do I need to be logged in as administrator? I normally use a user account without administrator privileges, believing this to be safer though it has sometimes caused problems.
 

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You'll have to be logged with administrative rights to use the system file checker.

It's better to use that CD which came with your Dell computer since it has the specific drivers for your hardware. Problem is sfc may not work with an OEM CD if there's no i386 folder in its root. Is there a folder named i386 on the CD or somewhere on your hard drive (possibly in the c:\ root or under c:\windows\) ? If there's an i386 folder in the root of the CD then you can run sfc /scannow right now. If the folder is somewhere else then you'll have to change an entry in the registry to make sfc point to the right folder. See message #2 in this thread :
http://www.bleepingcomputer.com/forums/lofiversion/index.php/t43051.html

Can you give us a little more background about your problem ? When did it start ? Had you installed any new program or update before it started ? Was it working fine with internet explorer 6 ?

Go to the event viewer : start => run => eventvwr.msc. See if there are some errors or warnings there. Maybe IE and outlook crashing are only the symptoms of another problem. Check the different sections (application, system, security) and double-click the errors on the right tab. Click on the third button on the right to copy the info then paste it in your next post (right-click => paste).

What's the exact model of your Dell computer ? I'd like to check whether this CD is able to perform a repair installation of Windows if needed (don't worry, that'll be the last resort solution). Most of the time OEM CD's are only capable of doing a destructive recovery which will restore the computer to the state it was when you bought it.
 

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Discussion Starter #13
Thanks for getting involved. Like you, I suspect that IE and Outlook failing are only symptoms of the real problem. I don't connect it to the installation of new h/w or s/w.

I would like to isolate the problem if that is possible and so was interested in your advice to run the event viewer.

This show s a lot of detail including one or two failures that may be unconnected but I should prefer to remove, though I haven't the knowledge to do so and am struggling to acquire it. (I am loathe to impose on you so if you could point to a useful source that might be helpful). The first failure is of Fax. I don't have a fax and don't want one so can I prevent this attemting to start?

Another, more worrying, entry in the log is the following:
Event Type: Error
Event Source: DCOM
Event Category: None
Event ID: 10001
Date: 08/01/2008
Time: 10:17:59
User: NT AUTHORITY\SYSTEM
Computer: DELL-HOME-PC
Description:
Unable to start a DCOM Server: {C7E39D60-7A9F-42BF-ABB1-03DC0FA4F493} as /. The error:
"No process is on the other end of the pipe. "
Happened while starting this command:
C:\PROGRA~1\McAfee.com\Agent\mcagent.exe -Embedding

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

Am I right to be concerned?

My computer is Dell Dimension DE051 Intel Celeron CPU 3.06 GHz, 512 MB memory. Is that the information you wanted?

I am nervous about the possible need to edit the registry or to over-write my operating system so would prefer to proceed cautiously. I can see a folder called i386 in c.
 

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I'm not sure that DE051 is the right model name since I can find different computers with the same reference but with different hardware. Follow this link :
http://support.dell.com/support/downloads/index.aspx?c=us&cs=19&l=en&s=dhs
And use your service tag to find your model then post the link to your model's support page here.

There's no problem in editing the sfc related entry in the registry since that entry is not involved in the way Windows works at all. It's only used to tell sfc where it needs to look for the backup of your system files. Go to start => run and type regedit. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup. In the right-tab double-click on SourcePath, change the value to C:\, exit the registry and restart the computer. Then go to start => run and type sfc /scannow (mind the space after sfc). Don't do anything else while sfc is running (it should be done in less than 30 minutes).

Please give us the full error message about your fax. Did you ever had one installed on the computer ?

I've seen the exact same DCOM error related to McAfee on another HP computer but have yet to learn what it is. I would suggest that you chat with a McAfee technician to tell him about your error in the event viewer. Or you could post your error message in their community forums in the section related to the version of McAfee you have.
 

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Discussion Starter #15
I'm having trouble locating the service tag but am confident I can do that tomorrow.

Meanwhile I think I have a) removed the fax and b) suffered a hang of IE and captured the evidence from the event log. I'll paste the releveant log here - the hang happened at 1800 hours!). Incidentally, the event viewer has a folder for IE but nothing has ever been written to it. Does that sound correct?

Success Audit 08/01/2008 18:10:31 Security System Event 514 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 18:10:31 Security System Event 514 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 18:01:05 Security Privilege Use 576 manager DELL-HOME-PC
Success Audit 08/01/2008 18:01:05 Security Logon/Logoff 528 manager DELL-HOME-PC
Success Audit 08/01/2008 18:01:05 Security Account Logon 680 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:01:05 Security Logon/Logoff 529 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:01:05 Security Account Logon 680 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 18:01:00 Security System Event 515 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 18:01:00 Security System Event 515 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 18:00:59 Security Logon/Logoff 538 manager DELL-HOME-PC
Success Audit 08/01/2008 18:00:59 Security Logon/Logoff 683 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 18:00:57 Security Privilege Use 576 manager DELL-HOME-PC
Success Audit 08/01/2008 18:00:57 Security Logon/Logoff 528 manager DELL-HOME-PC
Success Audit 08/01/2008 18:00:57 Security Account Logon 680 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:00:54 Security Logon/Logoff 529 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:00:54 Security Account Logon 680 SYSTEM DELL-HOME-PC
Success Audit 08/01/2008 17:52:47 Security Logon/Logoff 538 Ian DELL-HOME-PC
Success Audit 08/01/2008 17:52:47 Security Privilege Use 576 Ian DELL-HOME-PC

Type Date Time Source Category Event User Computer
Information 08/01/2008 18:10:31 eventlog None 6005 N/A DELL-HOME-PC
Information 08/01/2008 18:10:31 eventlog None 6009 N/A DELL-HOME-PC
Information 08/01/2008 18:09:21 Service Control Manager None 7036 N/A DELL-HOME-PC
Error 08/01/2008 18:01:05 DCOM None 10001 SYSTEM DELL-HOME-PC
Information 08/01/2008 17:52:42 Service Control Manager None 7036 N/A DELL-HOME-PC
Information 08/01/2008 17:52:39 Service Control Manager None 7036 N/A DELL-HOME-PC

Type Date Time Source Category Event User Computer
Information 08/01/2008 18:10:52 McLogEvent None 5000 SYSTEM DELL-HOME-PC
Information 08/01/2008 18:10:42 gusvc None 0 N/A DELL-HOME-PC
Error 08/01/2008 17:59:01 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 08/01/2008 17:58:56 Application Hang (101) 1002 N/A DELL-HOME-PC
Information 08/01/2008 14:44:23 iPod Service None 0 N/A DELL-HOME-PC
Information 08/01/2008 14:44:15 SecurityCenter None 1800 N/A DELL-HOME-PC
 

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Ok, your Dell's model is Dimension 1100/B110. I can't find much informations about that reinstallation CD but usually OEM CD's you get with brand computers can only be used to perform a destructive recovery.

Have you run sfc yet ?
Go to start => run and type regedit. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup. In the right-tab double-click on SourcePath, change the value to C:\, exit the registry and restart the computer. Then go to start => run and type sfc /scannow (mind the space after sfc). Don't do anything else while sfc is running (it should be done in less than 30 minutes).
Tell us about these errors in the event viewer :
In security :
Failure Audit 08/01/2008 18:01:05 Security Logon/Logoff 529 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:01:05 Security Account Logon 680 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:00:54 Security Logon/Logoff 529 SYSTEM DELL-HOME-PC
Failure Audit 08/01/2008 18:00:54 Security Account Logon 680 SYSTEM DELL-HOME-PC
In applications :
Error 08/01/2008 17:59:01 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 08/01/2008 17:58:56 Application Hang (101) 1002 N/A DELL-HOME-PC
Double-click the error message, click on the third button then right-click => paste the full message here. Are there any other errors ? Even if the error happened only once in the last days we'll want to know about it. Any "disk" or "memory could not be read" errors ?
 

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Discussion Starter #18
Many thanks for sticking with this - I am sorry about the delay in responding.

The Security Failure Audits appear to be misleading. It seems that these occur when the Welcome screen is displayed to enable a user (or administrator) to login with a password. I have confirmed this by changing some of my accounts so as not to require passwords.

I have asked McAfee for help with the error message ralting to their s/w. Though I do not think it related to the hanging problem I should prefer to clear it up. My impression (which I shall check) is that it does not occur when I log into my most used user account but does happen each time I log into any other account.

I cannot give further details of the hang message shown above. Unfortunately I cleared the file! Further hangs have occured since, however, including two when trying to use Event Viewer. One of these has just occured and means that I cannot use Task Manager to end Event Viewer so I shall have to close the system and restart.
 

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Discussion Starter #19
I give here the information from Event Viewer - Application.

At 16:33 I had just started to use Event Viewer. The PC had been lightly used before then. Below is the full error messages relating to the first two hangs at 16:33:30 and 16:33:34.

Information 12/01/2008 16:43:28 gusvc None 0 N/A DELL-HOME-PC
Error 12/01/2008 16:41:40 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:41:24 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:39:54 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:35:56 Application Hang None 1001 N/A DELL-HOME-PC
Error 12/01/2008 16:35:45 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:35:08 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:34:18 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:33:56 Application Hang (101) 1002 N/A DELL-HOME-PC
Error 12/01/2008 16:33:34 Application Hang None 1001 N/A DELL-HOME-PC
Error 12/01/2008 16:33:30 Application Hang (101) 1002 N/A DELL-HOME-PC
Information 12/01/2008 15:41:23 McLogEvent None 5000 SYSTEM DELL-HOME-PC

Event Type: Error
Event Source: Application Hang
Event Category: None
Event ID: 1001
Date: 12/01/2008
Time: 16:33:34
User: N/A
Computer: DELL-HOME-PC
Description:
Fault bucket 126818269.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 42 75 63 6b 65 74 3a 20 Bucket:
0008: 31 32 36 38 31 38 32 36 12681826
0010: 39 0d 0a 9..

Event Type: Error
Event Source: Application Hang
Event Category: (101)
Event ID: 1002
Date: 12/01/2008
Time: 16:33:30
User: N/A
Computer: DELL-HOME-PC
Description:
Hanging application mmc.exe, version 5.1.2600.2180, hang module hungapp, version 0.0.0.0, hang address 0x00000000.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 48 61 6e 67 ion Hang
0010: 20 20 6d 6d 63 2e 65 78 mmc.ex
0018: 65 20 35 2e 31 2e 32 36 e 5.1.26
0020: 30 30 2e 32 31 38 30 20 00.2180
0028: 69 6e 20 68 75 6e 67 61 in hunga
0030: 70 70 20 30 2e 30 2e 30 pp 0.0.0
0038: 2e 30 20 61 74 20 6f 66 .0 at of
0040: 66 73 65 74 20 30 30 30 fset 000
0048: 30 30 30 30 30 00000
 

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Discussion Starter #20
I ran sfc.

I didn't need to make the edit to the registry as the source was already set to c:\

It said "Please wait while windows verifies that all protected Windows files are intact and in their original versions". It then ran for nearly 30 minutes and ceased without comment. I trust this was a good sign - it didn't call for a disk!
 
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