Troubleshooting: Windows 10 Crashing

 

Anyone having issues with Windows 10 upgrade? Are you getting a blue screen? Reboot not working? Here is what one of our engineers found and the solution to your problem.

I was working on a Dell laptop and at the request of the client upgraded it to Windows 10.  Everything was normal throughout the entire process and the Upgrade Completed.   Wonderful!  Time to logon as the user and make sure the desktop was setup appropriately.  This is where it started to go down hill.  

When I logged into the desktop, I was just sitting at a blank blue screen.  Not a BSOD, just no windows manager.  I rebooted for good measure, but arrgh same problem.  I went into troubleshooting mode.  Launched Task Manager and launched Eventvwr from there.

  1. Launch Task Manager – click CTRL + ALT + ESC ; all three at the same time.  This will launch Task Manager.  Click More Details at the bottom left.windows 10 crash 1
  2. Then click the word File (top Left), Click Run New Task
  3. Type explorer.exe (this is your windows manager and makes your desktop and desktop icons appear on your computer.
    (I briefly saw my icons and task bar, but they almost immediately went away and back to the blue screen.  Now I know Explorer is crashing, so let’s see if we can find the cause.)
  4. From the Task Manager, Click the word File (top Left), Click Run New Task
  5. Type eventvwr and click OKWindows 10 crash 2
    1. Event Viewer usually is an engineer’s friend for troubleshooting.  Right away I noticed a few errors.  I back tracked through a few and found the following error repeatedly:

Faulting application name: Explorer.exe, version: 10.0.10586.0, time stamp: 0x5632d4c0

Faulting module name: IDTNC64.cpl, version: 1.0.6341.0, time stamp: 0x4ddf1f67

Exception code: 0xc0000005

Fault offset: 0x000000000000114e

Faulting process id: 0x16e4

Faulting application start time: 0x01d15967d4ee2a08

Faulting application path: C:\WINDOWS\Explorer.exe

Faulting module path: C:\WINDOWS\system32\IDTNC64.cpl

Report Id: 5cc750a0-a44b-436e-a672-fbddfc5a9895

Faulting package full name:

Faulting package-relative application ID:

 

Bingo, that is what I was looking for because this control panel module “IDTNC64.cpl” is causing explorer.exe to crash.  I suspected this was the issue.  It turns out that the IDTNC64.cpl is associated with the sound drivers.  The sound card on this laptop was using audio software and drivers made by IDT.  Dell, HP, and Lenovo commonly use IDT software for audio.  Now how do we uninstall the software?

We can follow the same steps above to get into Task Manager, click File, click Run New Task.  This time type the word control and click OK.  This will launch the control panel.  Look for Programs and Features and click on it.  This will display all of your installed programs.  Find the IDT program, click on it, and then choose uninstall.

Reboot, that’s it.  Windows 10 will install the needed drivers for your sound card to work.

 

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