SOLVED

Right-click on file hangs Explorer

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New Contributor

I just got a new PC with Windows 10 and MS Office.  When I open File Explorer and navigate to a folder that contains a docx file, when I right-click on the file, Explorer hangs.  (There is no pop-up for Properties or anything and I get a spinning round cursor.)  Then I close the Explorer window.  When I look at the event log, I see two messages:  A warning about Hello for Business, then an error about closing Explorer.

 

If I open Word from the start menu and then open the file from Word, it opens ok.

 

The file association for docx is Word.  But as I said, all I do is right-click and it hangs.

 

I tried disabling the Hello thing and that did not fix the probelm (although I got a different error).

 

I log in locally (without connecting to Microsoft account).  This is not a business computer.

 

Here is the error:

 

Windows Hello for Business provisioning will not be launched.
Device is AAD joined ( AADJ or DJ++ :( Not Tested
User has logged on with AAD credentials: No
Windows Hello for Business policy is enabled: Not Tested
Windows Hello for Business post-logon provisioning is enabled: Not Tested
Local computer meets Windows hello for business hardware requirements: Not Tested
User is not connected to the machine via Remote Desktop: Yes
User certificate for on premise auth policy is enabled: Not Tested
Machine is governed by none policy.
See https://go.microsoft.com/fwlink/?linkid=832647 for more details.

 

8 Replies
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p.s. -- I googled around and tried the following, which did not help or point to where the problem is:

SFC... (no issues)

DISM... (no issues)

Shellexview (disable, restart explorer, still had problem, re-enable) for each context menu, explorer bar, icon overlay handler, and property sheet -- still had the problem

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p.p.s. -- The problem occurs with docx files but not with doc files or any other extension I've tried (although I haven't tried every single one)..

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Best Response confirmed by Karen Cushing (New Contributor)
Solution

Finally this is what worked:  I reinstalled Microsoft Office and restarted the PC.  Everything seems fine now.  (The original installation had been done by Dell when I purchased the computer.)

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I'm having an issue similar to, but MUCH more destructive than, the one described in the first comment by Ms. Cushing: the Explorer Shell continuously crashes and restarts every few seconds to minutes, and every single Explorer crash in the Administrative Events log is followed one or two seconds later by a Warning regarding Windows Hello for Business akin to what she described:

Windows Hello for Business provisioning will not be launched.
Device is AAD joined ( AADJ or DJ++ :( Not Tested
User has logged on with AAD credentials: No
Windows Hello for Business policy is enabled: Not Tested
Windows Hello for Business post-logon provisioning is enabled: Not Tested
Local computer meets Windows hello for business hardware requirements: Not Tested
User is not connected to the machine via Remote Desktop: Yes
User certificate for on premise auth policy is enabled: Not Tested
Machine is governed by none policy.

 

Even if the system is idle, the Shell will crash spontaneously after no more than three minutes, but I can easily elicit crashes by for instance RIGHT-CLICKING on the Desktop... sound familiar?  The only way I have managed to keep the system at all usable is by terminating the Shell entirely and/or using an alternative shell (e.g. Cairo).  This is occurring in a system with Windows 10 *HOME* and Office 2010 installed.

 

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I have exactly the same problem - with the same message - also on a new Dell laptop. But I'm using Office 2010 which I installed, not the free version - for a month - of Office 365 which is still there. Maybe I should uninstall it?

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I identified the specific cause of my problem: an installation of Free Launch Bar. I had been using it for years without interruption or issue until now, so something ELSE changed, whether it was a Windows update or other software that began misbehaving. Oddly, the "freemium" version, True Launch Bar, didn't cause the same shell behavior even when only installed in trial mode. I reported the issue with Free Launch Bar to the author, and he showed no interest in pursuing a solution, so I have abandoned both.
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I eventually solved it in the same way as the original poser of the question. I deinstalled Office 365, or at least the idividual programmes - Word, Powerpoint, Excel - and the problem went away. The trial period had ended but that didn't stop the problem. I now just have Office 2010 and it's all fine. 

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Before I found the real culprit of my instance I had uninstalled Office 2010 because of reports like this one.  Doing so was a destructive one-way trip for me, because it was a digital purchase and while I still had the license key I had lost the downloaded installer to a disk failure and could not download it again.

 

I uninstalled Office 2010 with no hope of reinstallation only to discover that it WAS NOT the cause of the issue for me.  Now I am left with having to purchase Office AGAIN or use LibreOffice as an alternative (and a poor alternative at that when it comes to spreadsheets).