Explorer.exe keeps crashing and restarting - Please help

Rex Ruthor

Prior to this, I had 3 trouble free years of BD Total Security on my W10. I renewed my subscription a few weeks after its expiry. But Advanced threat defense wouldn't start for some reason.

No worries, I restart the system and baam, explorer starts restarting like a bad seizure. I can operate other programs through Task Manager, but explorer just doesn't want to work.

Alexandru_BD

Hello @Rex Ruthor,

Based on your description of the situation encountered, I would recommend contacting the Technical Support Teams, as more information might be required to troubleshoot this. You can get in touch with our engineers by choosing one of the contact methods available here:

https://www.bitdefender.com/consumer/support/

Scroll down to the bottom of the page and choose your desired contact channel.

Regards

Gjoksi

Hello.

-- Try the steps from this article:

https://www.bitdefender.com/consumer/support/answer/13429/

--- If that didn't help, uninstall the Bitdefender program using the Uninstall Tool:

https://www.bitdefender.com/links/uninstall_consumer_paid.html

It will completely remove the program.

Next, reinstall Bitdefender from your Bitdefender Central account and see if the issue has been resolved, as reinstalling the program usually solves the issues.

--- If that also didn't help, take screenshot(s) of the issue

and create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

Next, contact Bitdefender Consumer Support by e-mail:

https://community.bitdefender.com/en/discussion/91918/bitdefender-websites-and-bitdefender-consumer-support-contacts

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log file you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

Regards.

Jimmywick

1. You need to login to the user which has explorer.exe crashing.

2. Ctrl-alt-del -> Task Manager -> Run new task

3. Type: regedit

4. Browse to HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\

5. Rename BannerStore key to BannerStore_bak

Regards,

J Wick