PDF Save as dialog box causes crashed in Windows 8.1 (MSONSEXT.DLL issue?)

Hi,

Recently, one of my user encounter PDF and Chrome crashes whenever she attempts to save or to open a pdf document. Initially I thought it was due to Adobe pdf, so I uninstall and reinstall but then it crashes again.

Please see the logs below.

Faulting application name: gui.exe, version: 10.10.0.2307, time stamp: 0x547db992
Faulting module name: MSONSEXT.DLL, version: 11.0.6715.60, time stamp: 0x43306199
Exception code: 0xc0000005
Fault offset: 0x00053555
Faulting process id: 0x1370
Faulting application start time: 0x01d03f88830863db
Faulting application path: C:\Program Files\Bullzip\PDF Printer\gui.exe
Faulting module path: C:\PROGRA~2\COMMON~1\MICROS~1\WEBFOL~1\MSONSEXT.DLL
Report Id: c3accbec-ab7b-11e4-8271-f8bc1260d03b
Faulting package full name:
Faulting package-relative application ID:

Kindly advise how can I resolve this issue.

it seems be similar to this thread https://social.technet.microsoft.com/Forums/en-US/45cec8c9-b2dc-4ade-8f19-5a9bb72b6527/microsoft-word-crashing?forum=word

Thank you.


February 4th, 2015 8:37am

Hi Josh,

Did you install any software in the machine recently?

According to the log "Faulting application name: gui.exe" and it belongs to the "Bullzip".I recommend you to reinstall the Bullzip to have a check ?

Best regards


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February 5th, 2015 7:59am

Hi Josh,

Did you install any software in the machine recently?

According to the log "Faulting application name: gui.exe" and it belongs to the "Bullzip".I recommend you to reinstall the Bullzip to have a check ?

Best regards


  • Edited by MeipoXu Thursday, February 05, 2015 8:03 AM
February 5th, 2015 10:59am

HI,

Yes, I have reinstalled bullzip and a while later when PDF was opened the error prompted again

The issue happens with or without chrome.


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February 9th, 2015 1:08am

HI,

Yes, I have reinstalled bullzip and a while later when PDF was opened the error prompted again

The issue happens with or without chrome.


February 9th, 2015 9:07am

Hi Josh,
So the issue will occur with the local pdf files ,right ?
"I have reinstalled bullzip "
How did you reinstall the software?

"Exception code: 0xc0000005" means access violation.
There is a possibility that the registry keys has corrupted though we performed a reinstallation of this software.
Please run the following tool after we uninstall the software then download a new installation package and install it to have a check.
Fix problems that programs cannot be installed or uninstalled
https://support.microsoft.com/mats/program_install_and_uninstall

To verify whether it is caused by the software or the machine ,we can try to open the pdf file with another pdf reader if it is possible.

Considering this issue occured recently ,we may need to perform a system restore to recover the machine to a previous normal point.Please note we will lose the configurations after the restore point.

Best regards


  • Edited by MeipoXu 9 hours 24 minutes ago
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February 9th, 2015 9:23pm

Hi Josh,
So the issue will occur with the local pdf files ,right ?
"I have reinstalled bullzip "
How did you reinstall the software?

"Exception code: 0xc0000005" means access violation.
There is a possibility that the registry keys has corrupted though we performed a reinstallation of this software.
Please run the following tool after we uninstall the software then download a new installation package and install it to have a check.
Fix problems that programs cannot be installed or uninstalled
https://support.microsoft.com/mats/program_install_and_uninstall

To verify whether it is caused by the software or the machine ,we can try to open the pdf file with another pdf reader if it is possible.

Considering this issue occured recently ,we may need to perform a system restore to recover the machine to a previous normal point.Please note we will lose the configurations after the restore point.

Best regards


February 10th, 2015 2:21am

Hi Josh,
So the issue will occur with the local pdf files ,right ?
"I have reinstalled bullzip "
How did you reinstall the software?

"Exception code: 0xc0000005" means access violation.
There is a possibility that the registry keys has corrupted though we performed a reinstallation of this software.
Please run the following tool after we uninstall the software then download a new installation package and install it to have a check.
Fix problems that programs cannot be installed or uninstalled
https://support.microsoft.com/mats/program_install_and_uninstall

To verify whether it is caused by the software or the machine ,we can try to open the pdf file with another pdf reader if it is possible.

Considering this issue occured recently ,we may need to perform a system restore to recover the machine to a previous normal point.Please note we will lose the configurations after the restore point.

Best regards


  • Edited by MeipoXu Tuesday, February 10, 2015 2:21 AM
Free Windows Admin Tool Kit Click here and download it now
February 10th, 2015 5:21am

Hi Meipoxu,

So the issue will occur with the local pdf files ,right ?

Yes.

How did you reinstall the software?

The installation is simple, you just follow the wizard. Besides, it didn't occur to all our the other 40 over users except this particular user. I believe it has something to do with registry corruption in the windows 8.1 because all the rest don't have this issue.

The fix you gave doesn't seems to be relevant for my case here. It is not an issue of installation, but rather, application not functioning as it should.

Please see the screenshots below of the error:


Thank you.




February 11th, 2015 5:05am

 Hi Josh,

"it didn't occur to all our the other 40 over users except this particular user"
Do you mean the other accounts in this machine don`t have this isseue ?If that is the issue ,we can try to create a new account to have a check and replace the account profile ?
Fix a corrupted user profile (Windows 8.1 take the same step)
http://windows.microsoft.com/en-hk/windows/fix-corrupted-user-profile#1TC=windows-7

" I believe it has something to do with registry corruption in the windows 8.1 because all the rest don't have this issue"
I agree with you ,there may be registry corruption here .So I give you a fixit tool in my previous post and recommend you to uninstall the software then run this tool and reinstall the software again to have a check.The fixit tool will help us to clear the corrupted registry when we uninstall the software.

According to the screenshot ,please update or reinstall the Adobe Reader software at the same time.

Best regards

Free Windows Admin Tool Kit Click here and download it now
February 12th, 2015 1:38am

Hi,

Sorry for the very late reply. In the end, I decided to refresh Windows 8.1

It seems to be okay now.

Thanks.


May 12th, 2015 6:13am

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