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Question
Thursday, October 27, 2016 9:56 PM
On multiple devices (2 laptops and 3 Surfaces) including a Surface Pro 4 and a Dell XPS Laptop all running currently patched and updated Windows 10 when I try to sync my OneDrive for Business account OneDrive crashes with the following error:
Log Name: Application
Source: Application Error
Date: 10/27/2016 2:46:09 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: XXXXXXXXX.XXXXXX.XXX
Description:
Faulting application name: OneDrive.exe, version: 17.3.6517.809, time stamp: 0x57aa2140
Faulting module name: ntdll.dll, version: 10.0.14393.206, time stamp: 0x57dacde1
Exception code: 0xc0000005
Fault offset: 0x000653aa
Faulting process id: 0x3130
Faulting application start time: 0x01d2309b8299706a
Faulting application path: C:\Users\XXXXXXXXXXXXXX\AppData\Local\Microsoft\OneDrive\OneDrive.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
All replies (11)
Wednesday, November 2, 2016 10:48 PM ✅Answered
The dump file points to only OneDrive modules:
Unable to load image C:\Users\xxxxxxxxxxxx\AppData\Local\Microsoft\OneDrive\17.3.6517.0809_2\SyncEngine.DLL, Win32 error 0n2
*** WARNING: Unable to verify timestamp for SyncEngine.DLL
*** ERROR: Module load completed but symbols could not be loaded for SyncEngine.DLL
*** WARNING: Unable to verify timestamp for FileSyncClient.dll
*** ERROR: Module load completed but symbols could not be loaded for FileSyncClient.dll
*** WARNING: Unable to verify timestamp for OneDrive.exe
*** ERROR: Module load completed but symbols could not be loaded for OneDrive.exe
*** WARNING: Unable to verify timestamp for WnsClientApi.dll
*** ERROR: Module load completed but symbols could not be loaded for WnsClientApi.dll
The issue may be from a particular file or file(s) as that appeared to be the issue in the following link - something you could check for:
http://forums.windowscentral.com/onedrive/441273-onedrive-keeps-crashing-my-sp3.html#post3571161
Some users are reporting that if media being synced is formatted exFAT may be a recent issue as reported in the following link:
Thursday, November 3, 2016 3:35 AM ✅Answered
Auggy.
My SD card was formatted as exFAT so I reformatted as NTFS and so far OneDrive has not crashed. It is currently syncing. With any luck this is the solution. I really appreciate the help.
Friday, October 28, 2016 6:58 AM | 1 vote
Hi,
Firstly, boot computer in the clean boot mode.
Go to the following path and run the file:
C:\Users\username\AppData\Local\Microsoft\OneDrive\17.3.6637.0915(on your machine might be other numbers)\OneDriveSetup.exe
After complete, if still crash, try to reset OneDrive.
Open Run dialog, type the following content in the box and click OK.
%localappdata%\Microsoft\OneDrive\onedrive.exe /reset
Have a try please.
Regards
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Friday, October 28, 2016 2:37 PM
OneDrive still crashes with the same error. Per another thread I uninstalled OneDrive and reinstalled it today and still the same result. I am using version 17.3.6517.809 for what that is worth. Windows Update says my computers are all up to date.
Friday, October 28, 2016 4:19 PM
This seems to be caused when I try to sync my OneDrive Business account. My personal OneDrive seems to sync fine but when I add my business account it starts crashing causing the sync to fail on my personal account also.
Friday, October 28, 2016 5:26 PM
Make sure KB3197954 is installed which should update the ntdll.dll (and build) to version 10.0.14393.351:
https://support.microsoft.com/en-us/kb/3197954
Monday, October 31, 2016 5:58 PM
It is installed as of 10/27. No change. Another wrinkle here, it only seems to happen to my OneDrive Work account on my Surface devices. I have 2 Surface Pro 4 that have the same issue. It does not happen on any of my other Windows 10 devices.
Tuesday, November 1, 2016 8:28 PM
It may help to capture a user mode dump on the crash to get more information on the crash
You can configure Windows to create user-mode dumps. Create a System Restore Point first.
If you copy and paste the following in Notepad and save as a .reg file (save with the .reg extension and give it any name such as dump.reg), then right-click the .reg file and select "Merge" to add to the registry, a .dmp file at the time explorer.exe crashes should be created in the C:\CrashDumps folder:
***Windows Registry Editor Version 5.00
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\OneDrive.exe]
"DumpFolder"=hex(2):43,00,3a,00,5c,00,43,00,72,00,61,00,73,00,68,00,44,00,75,\
00,6d,00,70,00,73,00,00,00
After OneDrive (OneDrive.exe) crashes, can you then make the .dmp file available (provide link) via a public folder on OneDrive or similar site?
Here's a couple of links on using OneDrive:
http://windows.microsoft.com/en-ca/skydrive/add-photos-files-faq
http://windows.microsoft.com/en-ca/onedrive/share-file-folder
More info on collecting user-mode dumps:
http://msdn.microsoft.com/en-us/library/bb787181(VS.85).aspx
To stop the creation of the user mode dump files run the following registry file:
Windows Registry Editor Version 5.00
[-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\OneDrive.exe]
Wednesday, November 2, 2016 12:08 AM
Thanks Auggy. Here is the link the the crash dump.
Thursday, November 3, 2016 3:47 AM
You're welcome. Thanks for the follow-up.
Friday, November 4, 2016 6:38 PM | 1 vote
This has been confirmed to be the "fix" for this issue. Apparently, syncing OneDrive for Business does not work to drives that are formatted with the exFAT file system. NTFS file system works fine.