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jtkstardock
jtkstardock
Join Date 01/0001
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Issue: OneDrive, Start11, New... > Pin File crashes the app.

File is in OneDrive and has status of not stored locally yet (shows as a cloud)

May 23, 2024 5:24:16 PM from Stardock ForumsStardock Forums

Seems that once the file is available locally it can be added and works as expected.

crash issue start menu products
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jtkstardock
basj
Join Date 03/2001
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Reply #1 May 23, 2024 8:56:34 PM
from Stardock ForumsStardock Forums

Hello,
I have forwarded your problem/question to Stardock Support Team for their assistance. Please keep an eye on this thread for any updates. We appreciate your feedback and patience.

Basj,
Stardock Community Assistant

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jtkstardock
Abisnabidam
Join Date 04/2025
+51 sdsupport
Reply #2 May 30, 2024 4:11:16 PM
from Stardock ForumsStardock Forums

Hi jtkstardock,

Quoting ,
quoting post

Seems that once the file is available locally it can be added and works as expected.

If you're still experiencing this issue, can you please explain in specific detail the steps you're taking to reproduce the problem?  For troubleshooting, I would need to know exactly what you're doing step-by-step to mimic the same.

Screenshot images and a video upload are also always helpful for this.

Adam McGuinness
Stardock Customer Support Specialist

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jtkstardock
jtkstardock
Join Date 01/0001
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Reply #3 June 13, 2024 1:19:24 PM
from Stardock ForumsStardock Forums

Seems it is currently happening on my system for multiple items in OneDrive.

The step by step is to

  1. open the start menu
  2. right click in an empty area
  3. choose New > Pin File
  4. navigate to your OneDrive folder
  5. double-click a PDF file there--stored locally or not (icon is cloud or green circled check)
  6. Start11 crashes, Explorer reloads

I repeated this for a TXT file that was stored locally and also got a crash.

When things restarted, my TXT file pin was there. The PDF file pin never showed up.

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jtkstardock
Abisnabidam
Join Date 04/2025
+51 sdsupport
Reply #4 June 13, 2024 2:46:32 PM
from Stardock ForumsStardock Forums

I appreciate the breakdown of your steps.  Strangely enough, when I played around with Start 11v2 to repeat them in Windows 11, this still isn't happening for me.

Could be quite a few things different about your experience.  If you haven't already, the first thing you'll want to do is uninstall/purge and reinstall Start11v2 from your account to ensure you're working with the latest build.

If the problem persists, here's some more things to consider:

  • Full Windows Version (run WinVer to get the full OS build and consider updating to latest if you haven't).
  • Confirmation you have the latest build of Start 11v2 (available from your account page). 
  • Start 11v2 settings and style changes (you can do a Settings backup from the application, and then "Reset settings" from the same menu to see if you can reproduce your crashes with minimal changes to see if there's a difference there).
  • Windows settings themselves
  • OneDrive configuration/setup

At this point I'd be willing to guess one of those last two could be a likely culprit, as we haven't seen other users report this crashing issue.  That sounds like it would be the case if you're crashing with the latest Windows 11 build and something close to the latest software build of near default Start11 v2 settings.

Here are two more involved resources that can help to isolate such above variables, where you could focus on the interaction of a fresh install of Start11v2 and OneDrive.

https://support.stardock.com/space/SHC/1416855562/Testing+Start+in+Sandbox

https://support.stardock.com/space/SHC/1334935592/Start11+Clean+Boot

Happy to hear more about it if you find anything.

Adam McGuinness
Stardock Customer Support Specialist

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jtkstardock
jtkstardock
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Reply #5 June 13, 2024 3:48:36 PM
from Stardock ForumsStardock Forums

Just playing on my three Win11 desktops, I see it was happening just to the corporate laptop and not associated with the OneDrive location.

Then, magically after pinning a folder, subsequent pins of other files are going fine.

Event Viewer gets this application log with the crash, always same "Fault offset":

Faulting application name: explorer.exe, version: 10.0.22621.3527, time stamp: 0x00c8ba7a
Faulting module name: Start10_64.dll, version: 2.0.7.4, time stamp: 0x660c2929
Exception code: 0xc0000005
Fault offset: 0x000000000000ece0
Faulting process id: 0x0x13344
Faulting application start time: 0x0x1DABDC7BFD8EEDC
Faulting application path: C:\WINDOWS\explorer.exe
Faulting module path: C:\Program Files (x86)\Stardock\Start11\Start10_64.dll
Report Id: c5f4f74e-885c-447d-989f-910ba7b25563
Faulting package full name:
Faulting package-relative application ID:

and one time gave this event from ntdll.dll:

Faulting application name: explorer.exe, version: 10.0.22621.3527, time stamp: 0x00c8ba7a
Faulting module name: ntdll.dll, version: 10.0.22621.3527, time stamp: 0x92b2df34
Exception code: 0xc0000005
Fault offset: 0x0000000000033aca
Faulting process id: 0x0xC82C
Faulting application start time: 0x0x1DABDB62BF390C4
Faulting application path: C:\WINDOWS\explorer.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 61253514-600d-4a3d-b8c4-9b138d615db2
Faulting package full name:
Faulting package-relative application ID:

 

FWIW, my Windows build: Windows 11 Pro, 23H2, 22631.3593

Not sure what it takes to get into the state that leads to crashes. Will try again when system next reboots. Would attaching a debugger to explorer and getting a stack trace at this fault be helpful?

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jtkstardock
Abisnabidam
Join Date 04/2025
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Reply #6 June 13, 2024 4:50:10 PM
from Stardock ForumsStardock Forums

Quoting jtkstardock,
reply 5

Not sure what it takes to get into the state that leads to crashes. Will try again when system next reboots. Would attaching a debugger to explorer and getting a stack trace at this fault be helpful?

Sure, anything could be helpful.  And we do have a process in our documentation for collecting WinDBG crash dumps if these things keep happening:

https://support.stardock.com/space/SHC/1347321935/Manually+Collecting+Start+Crash+Dumps

However, if it's not consistent and seems to have gone away...I think (generally speaking) the most useful thing is to identify/demonstrate what changes result in a consistent reproduction of any issues.  If it simply goes away, and nobody else seems to have the same problem, you might be better off just crossing that bridge if you find yourself back there. 

To make an analogy: when a patient tells their doctor, "It hurts when I do this," sometimes the doctor will respond: "Try not doing that."  While this is a somewhat humorous anecdote- it's actually pretty sound medical advice when you think about it. 

Point being, the process of identifying actual pain points and how they can be avoided is entirely useful and necessary in justifying any necessary diagnosis and treatment.  Otherwise, someone might risk trying to fix something that isn't necessarily broken- and possibly causing some new issue to have to solve. 

Adam McGuinness
Stardock Customer Support Specialist

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