explorer under windows 10 pro crashing because of boxcryptor

boistordu

Hi,

sorry team boxcryptor but I'm going to be a bit harsh now that I've seen your community and all the problems it has.
First, Let me congratulate you about the wonderful bad work you've done with your forum webapp:

Now I understand a bit better that you don't test thoroughly your products.
A 403 Forbidden is not the fault of the customer by the way.

Second,
Let me lsit some of the problems I've got since I'm using your products:

crash in windows explorer, never fixed
storage being taken over 13G on iOS by your app without any cache on it which is probably done by your logs and noone in your CS have been able to just test it... just test it, not fixed it but just test it.
unavailibility a few times of all my clouds all at once through your ios app

Each time, your team is unable to reproducing bugs, I don't for the others but 3 major bugs in the same not opensource product in the same year, for something I'm paying for premium, ... that's a major disappointment. And actually for customers having major bugs you should at least propose some compensation. That's my idea about customer service, at least when you are unable to actually invest in a real TEST lab with real desktop and not only VMs to actually try to reproduce bugs.

But back to business,
I have reinstalled boxcryptor on one of the host that had problems with it with crashing of explorer and guess what? Still crashing people, YAY.

and still I didn't made the whole list here. And that's only the number of times where the consumer is talking about hanging or crashing with explorer during the use boxcryptor.

And in place of actually working on the problem you redirect to the support which I'm sure gave the same answer a year ago, that they can't reproduce the bug.
And that's with countless version number of boxcryptor but also explorer.
Do you actually realize there is a problem here in terms of internal testing of your product with something else than just a simple fresh windows 10 VM or not?
How is it possible that a free software like cryptomator, which does a lot less true, but sill, written in java is not giving such problems to your paying customers? Again for who you actually don't do a single effort in terms of commercial gesture like giving away a year free for example for the disturbance and the inability of your CS to actually look into the problem...

So I'm going to give your engineers a little heads up in terms of actual capability:
what about after asking for people their logs, you make them download this free software: http://www.nirsoft.net/utils/shexview.html
recommended by many blogs to resolve the explorer crashing like this one
https://askleo.com/what_do_i_do_when_windows_explorer_crashes/

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="Windows Error Reporting" /> 
  <EventID Qualifiers="0">1001</EventID> 
  <Version>0</Version> 
  <Level>4</Level> 
  <Task>0</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x80000000000000</Keywords> 
  <TimeCreated SystemTime="2020-11-04T16:27:45.7796236Z" /> 
  <EventRecordID>255260</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="0" ThreadID="0" /> 
  <Channel>Application</Channel> 
  <Computer>BATECAVE-PROTEUS</Computer> 
  <Security /> 
  </System>
- <EventData>
  <Data /> 
  <Data>0</Data> 
  <Data>AppHangB1</Data> 
  <Data>Not available</Data> 
  <Data>0</Data> 
  <Data>explorer.exe</Data> 
  <Data>10.0.19041.610</Data> 
  <Data>ab30c679</Data> 
  <Data>9e0a</Data> 
  <Data>134217728</Data> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data /> 
  <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER936.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER975.tmp.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER993.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERA11.tmp.txt \\?\C:\Users\c_cro\AppData\Local\Temp\WER1676.tmp.appcompat.txt \\?\C:\Users\c_cro\AppData\Local\Temp\WER1697.tmp.xml \\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_explorer.exe_20b517f9a12168b4f3f323eee794f6a8934f27_c618b803_cab_a0c033d3-7375-472b-96a2-6e770b2c8013\minidump.mdmp \\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_explorer.exe_20b517f9a12168b4f3f323eee794f6a8934f27_c618b803_cab_a0c033d3-7375-472b-96a2-6e770b2c8013\memory.hdmp</Data> 
  <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_explorer.exe_20b517f9a12168b4f3f323eee794f6a8934f27_c618b803_cab_a0c033d3-7375-472b-96a2-6e770b2c8013</Data> 
  <Data /> 
  <Data>0</Data> 
  <Data>75422c0b-fae8-4f93-8881-bc6ef2aec58f</Data> 
  <Data>100</Data> 
  <Data /> 
  <Data>0</Data> 
  </EventData>
  </Event>

So in place of redirecting to your CS, maybe we could have this conversation here for once. CS with who I'm already in discussion.
Because you could actual make good work here if you were a bit more open to it.
Like for example discussing about the shellextensions that could interfere with boxcryptor with screenshots as proofs.
Some numbers that the customer should expect as cpu demands when moving a file to an encrypted folder in one of the mainstream cloud like onedrive. etc .
Something actually useful for the customer, for your documentation etc.

Thanks for listening

caustic

since the last update I've some similar behavior, with exporer crashes. I'm using Kofax Paperprt 14.7 with encrypted documents in a strato hidrive cloud. When I'm opening more then 2 or 3 Folders with Paperport in boxcryptor encryted folders the complete explorer crashes even the reboot of my computer in not possible any more.... When I'm using Paperport in the cloud without Boxcryptor or on my lokal disk evrything is ok....

Xavier

Hello,
I've got the same problem than Caustic using Boxcryptor and Kofax Papeprport 14.7 with Dropbox
Really a pain in the ass.
Poor image for the service

Christian

Hi caustic and Xavier,

the explorer crashes you describe are very seldom and we have not yet been able to reproduce them (and believe me, we tried!). From your descriptions, it seems that the issue could be reproduced somewhat reliably with Kofax PaperPort.
My first experiments with the software were unsuccessful - the Explorer keeps running 🤔.

If you would like to help us fix the issue, could you contact our support at support@boxcryptor.com with a reference to this thread? We would love to make this bug an issue of the past.

woka56

Hi,
I have exactly the same problem than caustic. Is there a solution yet:

hdynasty82

I'm having this same issue. Installed boxcryptor, uninstalled boxcryptor, restarted everything, did the .NET framework fix, restarted, reinstalled boxcryptor, restarted, logged in, and the second I try to do anything within Windows Explorer with boxcryptor, explorer completely hangs. Waiting for the program does nothing. Trying to close the program does nothing. Windows Explorer is unable to reboot. The only solution is to do a hard restart of the machine.

sklarm

I'm having the same issue since a couple of days on different machines. Once I open an Excel sheet for example, everything is fine, but as soon as I hit save, Excel it not responding, after a while Windows Explorer is not responding and finally the whole system is stuck. Only solution is a hard reset.
Is there any fix or solution available?

Thanks

Alessandro

Having the similar problems. Opening a file (Excel) stored in Boxcryptor drive (even in a non crypted folder) Excel it not responding quiet a while. Sometimes the system does not respond and afther a while Windows Exporer crashes and restarts.
The whloe problem feels as if there is a problem with insufficient memory ... but

Alessandro

but taskmanager/ressourcemanager shows 50% memory use (of 16 GB) and 26% processor use (Xenon 4 core / 8 threads)

ArnaudGeeglee

I am facing a similar issue: Windows Explorer hangs for a while, and it takes minutes to open a file the first time.
Thanks.

flik93

I have the same issue