WMP Will Not RUN, Will Not UNINSTALL, and Will Not REINSTALL

Discussion in 'Windows Media Player' started by rcurrens, Feb 8, 2009.

  1. rcurrens

    rcurrens Guest

    WMP Will Not RUN, Will Not UNINSTALL, and Will Not REINSTALL

    I use WMP 11 every day to view wmv and mpeg files and now it doesn't work
    and I can't fix it. What the heck can I do now?

    Here's my system:

    Windows XP SP2 Home Edition
    Pentium 4 2.8 MHz, 512 MB RAM

    Here's my problem:

    All four of these conditions prevail after a clean reboot.

    1. If I try to RUN Windows Media Player (either by double-clicking a wmv
    file or by selecting WMP from Start/Programs) I get a white and gray box
    stating, "Windows Media Player has encountered a problem and needs to close."
    The error info tells me I have App Ver 11.0.5721.5145 and exception code
    0xc06d007e.

    2. If I try to UNINSTALL Windows Media Player nothing happens. I go to
    Control Panel/Add or Remove Programs and find WMP on the list. I click the
    Remove button and the cursor briefly changes to an hourglass, the window
    blinks, and then NOTHING happens.

    3. If I try to REINSTALL Windows Media Player, I get a gray box with a red X
    stating, "The application failed to initialize properly." The error code is
    0xc0150004.

    4. If I try to INSTALL Windows Media Player 10, I am told I am running the
    wrong version of Windows.

    I desperately need assistance -- I have run out of tricks. This problem
    began two days ago and I had made NO new installs. Device Manager shows
    everything OK.

    What can I do to make WMP start working again?
     
    rcurrens, Feb 8, 2009
    #1
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  2. rcurrens

    zachd [MSFT] Guest

    1: What's the FULL set of information for that crash from Event Viewer?
    2/3 sound like artifacts of that same corruption.
    4: You cannot install WMP10 over WMP11. That would cause serious issues.

    Sounds like you're hitting a crash you need fixed: what changed before this
    broke? What's the Event Viewer data?
     
    zachd [MSFT], Feb 9, 2009
    #2
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  3. rcurrens

    rcurrens Guest

    Hey now Zach -

    Thanks for your quick reply.

    As you suggest, I'm sure items 2 and 3 are related to item 1. However, I am
    stymied in repairing WMP if I cannot uninstall or reinstall it. I also know
    better than to try to install version 10 over 11, but I was driven to
    distraction by frustration.

    I visited the Web page you linked and discovered neroburnplugin.dll in
    Program Files/Ahead/WMPBurn, but it has been there for 2 years without
    causing a crash -- I guess I never tried to use it. Regardless, I have now
    deleted it. None of the other issues noted under "Best Tip" apply to my
    system.

    Other than what is mentioned, I have made no changes to my system nor
    installed any new software. I use CCleaner v2.07.575 -- could that have
    affected my uninstall?

    Here is the complete contents of Event Viewer from the very first WMP crash
    five days ago:

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1000
    Date: 2/4/2009
    Time: 6:55:02 PM
    User: N/A
    Computer: MIPC
    Description:
    Faulting application wmplayer.exe, version 11.0.5721.5145, faulting module
    kernel32.dll, version 5.1.2600.3119, fault address 0x00012a5b.

    For more information, see Help and Support Center at
    http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 77 6d 70 ure wmp
    0018: 6c 61 79 65 72 2e 65 78 layer.ex
    0020: 65 20 31 31 2e 30 2e 35 e 11.0.5
    0028: 37 32 31 2e 35 31 34 35 721.5145
    0030: 20 69 6e 20 6b 65 72 6e in kern
    0038: 65 6c 33 32 2e 64 6c 6c el32.dll
    0040: 20 35 2e 31 2e 32 36 30 5.1.260
    0048: 30 2e 33 31 31 39 20 61 0.3119 a
    0050: 74 20 6f 66 66 73 65 74 t offset
    0058: 20 30 30 30 31 32 61 35 00012a5
    0060: 62 0d 0a b..

    Thanks for your help!

    Be well,
    Ron
     
    rcurrens, Feb 9, 2009
    #3
  4. rcurrens

    rcurrens Guest

    Hey now Zach -

    Thanks for your quick reply.

    As you suggest, I'm sure items 2 and 3 are related to item 1. However, I am
    stymied in repairing WMP if I cannot uninstall or reinstall it. I also know
    better than to try to install version 10 over 11, but I was driven to
    distraction by frustration.

    I visited the Web page you linked and discovered neroburnplugin.dll in
    Program Files/Ahead/WMPBurn, but it has been there for 2 years without
    causing a crash -- I guess I never tried to use it. Regardless, I have now
    deleted it. None of the other issues noted under "Best Tip" apply to my
    system.

    Other than what is mentioned, I have made no changes to my system nor
    installed any new software. I use CCleaner v2.07.575 -- could that have
    affected my uninstall?

    Here is the complete contents of Event Viewer from the very first WMP crash
    five days ago:

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1000
    Date: 2/4/2009
    Time: 6:55:02 PM
    User: N/A
    Computer: MIPC
    Description:
    Faulting application wmplayer.exe, version 11.0.5721.5145, faulting module
    kernel32.dll, version 5.1.2600.3119, fault address 0x00012a5b.

    For more information, see Help and Support Center at
    http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 77 6d 70 ure wmp
    0018: 6c 61 79 65 72 2e 65 78 layer.ex
    0020: 65 20 31 31 2e 30 2e 35 e 11.0.5
    0028: 37 32 31 2e 35 31 34 35 721.5145
    0030: 20 69 6e 20 6b 65 72 6e in kern
    0038: 65 6c 33 32 2e 64 6c 6c el32.dll
    0040: 20 35 2e 31 2e 32 36 30 5.1.260
    0048: 30 2e 33 31 31 39 20 61 0.3119 a
    0050: 74 20 6f 66 66 73 65 74 t offset
    0058: 20 30 30 30 31 32 61 35 00012a5
    0060: 62 0d 0a b..

    Thanks for your help!

    Be well,
    Ron
     
    rcurrens, Feb 9, 2009
    #4
  5. rcurrens

    zachd [MSFT] Guest

    Yes, you are indeed stymied because your system is corrupt in some unknown
    fashion. That is a symptom.

    CCleaner breaks uninstalls sometimes, but in a different way.

    Get it to crash again now that Nero is gone: what's the crash data for that?
    Does Check for Solutions reveal anything?
     
    zachd [MSFT], Feb 9, 2009
    #5
  6. rcurrens

    rcurrens Guest

    Hey now Zach -

    Upon further review I note that there are TWO Event Viewer entries for this
    crash. Here is the second:

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1001
    Date: 2/4/2009
    Time: 6:55:15 PM
    User: N/A
    Computer: MIPC
    Description:
    Fault bucket 446862405.

    For more information, see Help and Support Center at
    http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 42 75 63 6b 65 74 3a 20 Bucket:
    0008: 34 34 36 38 36 32 34 30 44686240
    0010: 35 0d 0a 5..
     
    rcurrens, Feb 9, 2009
    #6
  7. rcurrens

    zachd [MSFT] Guest

    That's the 2/4 crash - do you have the data + bucket for any new crashes
    after removing the Nero plug-in?
     
    zachd [MSFT], Feb 9, 2009
    #7
  8. rcurrens

    rcurrens Guest

    Here you go, Zach. Thanks so much for trying to help me out! Ideally I can
    fix this thing without reinstalling Windows and/or losing any data ...

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1000
    Date: 2/10/2009
    Time: 12:50:44 AM
    User: N/A
    Computer: MIPC
    Description:
    Faulting application wmplayer.exe, version 11.0.5721.5145, faulting module
    kernel32.dll, version 5.1.2600.3119, fault address 0x00012a5b.

    For more information, see Help and Support Center at
    http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 77 6d 70 ure wmp
    0018: 6c 61 79 65 72 2e 65 78 layer.ex
    0020: 65 20 31 31 2e 30 2e 35 e 11.0.5
    0028: 37 32 31 2e 35 31 34 35 721.5145
    0030: 20 69 6e 20 6b 65 72 6e in kern
    0038: 65 6c 33 32 2e 64 6c 6c el32.dll
    0040: 20 35 2e 31 2e 32 36 30 5.1.260
    0048: 30 2e 33 31 31 39 20 61 0.3119 a
    0050: 74 20 6f 66 66 73 65 74 t offset
    0058: 20 30 30 30 31 32 61 35 00012a5
    0060: 62 0d 0a b..

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1001
    Date: 2/10/2009
    Time: 12:51:08 AM
    User: N/A
    Computer: MIPC
    Description:
    Fault bucket 446862405.

    For more information, see Help and Support Center at
    http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 42 75 63 6b 65 74 3a 20 Bucket:
    0008: 34 34 36 38 36 32 34 30 44686240
    0010: 35 0d 0a 5..
     
    rcurrens, Feb 10, 2009
    #8
  9. rcurrens

    zachd [MSFT] Guest

    What file version and size is c:\windows\system32\mfplat.dll ?

    From the little data so far, which is very hard to parse, it seems like you
    might have a corrupt install.

    The actual crash DMP may be required to figure out what's failing here. The
    short data below is a quick summary but doesn't provide any great insight
    here in this specific instance. =\
     
    zachd [MSFT], Feb 10, 2009
    #9
  10. rcurrens

    rcurrens Guest

    Hey now Zach -

    mfplat.dll is version 11.0.5721.5145 and is 208 KB, timestamped 10/18/2006
    9:47 PM.

    It was not located where you indicated, though; instead it is
    c:/WINNT/system32/MFPLAT.dll. I don't have a c:/windows directory.

    How can I copy the actual crash DMP? I can see it in the viewer and it is
    sent to Microsoft along with an attached file, but I cannot seem to do
    anything with it other than send it.

    The DMP includes: Exception Information, System Information, 15 lines of
    info for each of 28 Modules, and hexadecimal dumps for Thread 1 and 2, and
    Memory Range 1 thourgh 6, plus Entire Contents. The dumps are hundreds of
    lines and I have no idea how to export or copy the report. There is also a
    text file attached to the report that I have captured -- would that be
    helpful?

    Once again, I really appreciate your trying to assist. If you are unable to
    help, though, what's my next step?

    Be well,
    Ron
     
    rcurrens, Feb 11, 2009
    #10
  11. rcurrens

    zachd [MSFT] Guest

    When you crash, and you can "see" it, it's probably over in the %TEMP%
    directory.
    The text file may or may not be helpful. It'd probably be useful to put the
    DMP and text file up in a ZIP file on something like MegaUpload.com or
    YouSendIt so people can take a look.

    When did this first start happening?

    Your next step? Maybe actual product support?
    http://zachd.com/pss/pss.html#psssupport
    Your crash is a little vague, though, so I don't know how great of specific
    advice you'd be able to get. The specifics of the crash are probably what
    needs to be nailed down. =\
     
    zachd [MSFT], Feb 11, 2009
    #11
  12. rcurrens

    rcurrens Guest

    Hey now Zach -

    I can see the DMP file here -- C:\Documents and Settings\user\Local
    Settings\Temp\2B770C6.DMP, but if I try to open, copy, or save the file it am
    presented a cute error message that says "the process cannot access the file
    because it is being used by another process" and the only button says,
    "Bummer." I would have to agree.

    The other process is, of course, the Windows Error Report. If I either close
    or send the report, the DMP file disappears before my very eyes.

    Can you give me more specific directions about how to access the DMP info
    that I can see right in front of me but can't copy or save?

    The problem first happened on 2/4/09 when I clicked on an email attachment
    called spitfirelowpass.wmv. I have viewed hundreds of attached wmv files with
    no problem in the past.

    The last time that I can absolutely verify that WMP worked properly was on
    2/2/2009 at 9:09 PM. Between then and 2/4/2009 there were NO installs or
    changes made to my system. THAT is what is so puzzling. If I had installed a
    new program or device, I would simply back it out and try again. It appears
    (seemingly) that WMP broke itself.

    As far as contacting Microsoft support, the last time I did that they
    charged me $30, which is why I have been spending so much time here with you.
    I am unemployed and penniless, thus cannot afford to pay. (Especially since
    they will probably just tell me to reinstall Windows anyway.)

    I find it challenging to debug a Windows problem and your help has been
    invaluable, even if the issue still exists.

    Thanks once again for your assistance, Zach. I hope you can tell me how to
    capture that DMP file so I can send it to one of the locations you suggest.

    Be well,
    Ron
     
    rcurrens, Feb 11, 2009
    #12
  13. rcurrens

    rcurrens Guest

    Hey now Zach -

    Here's the DMP and TXT files: http://www.megaupload.com/?d=ZMVJKZLD

    I've not used megaupload before, but this ought to work. Let me know if any
    of this is helpful!

    Be well.,
    Ron
     
    rcurrens, Feb 12, 2009
    #13
  14. rcurrens

    zachd [MSFT] Guest

    OK:
    is pulsing.dll on the system?
    is wmptagsupport.dll on the system?
    does resetting the library:
    http://zachd.com/pss/pss.html#medialibrary
    fix this?

    Could you run:
    sfc /scannow
    ? Based upon the data so far *and* the fact that the uninstall can't run,
    I'm kind of thinking that actually isn't a WMP problem but rather a system
    corruption. "sfc /scannow" does a file reinstall of XP, more or less.
     
    zachd [MSFT], Feb 13, 2009
    #14
  15. rcurrens

    rcurrens Guest

    Hey now Zach -

    Neither dll was on my system. I reset the library and database cache.
    Interestingly, the most recent timestamp on a file in the Media Player folder
    was from the last time Media Player ran successfully on Feb 2. The most
    recent timestamp in the database cache folder was earlier today.

    After resetting the library, I attempted to run WMP and got the same error.

    Next I ran sfc /scannow successfully -- it required my XP install CD, but
    luckily I knew right where it was.

    I rebooted and attempted to run WMP again and got the same error. I also
    tried uninstalling and reinstalling, both with the same negative result as
    before.

    Any suggestions? Should I reset the library again, run sfc /scannow again
    and then reboot without trying WMP until after the boot?

    Be well,
    Ron
     
    rcurrens, Feb 14, 2009
    #15
  16. rcurrens

    zachd [MSFT] Guest

    What errors did sfc scannow find? I think it logs those to Event Viewer.

    This sounds like you had a wider system corruption error as opposed to
    something wrong with WMP.

    Are you able to reinstall XP... or run a repair... ? That sounds like the
    actual repair path you would need to follow up on : WMP tentatively actually
    looks fine, but your system itself seems corrupt.
     
    zachd [MSFT], Feb 14, 2009
    #16
  17. rcurrens

    rcurrens Guest

    Hey now Zach -

    Good news -- the problem is resolved. Chkdsk repaired three disk errors and
    now WMP runs perfectly.

    I am sorry I troubled you with what turned out to be a simple fix. I should
    have tried it sooner ...

    Thanks so much for all the time and effort you put into assisting me with my
    problem!

    Be well,
    Ron
     
    rcurrens, Feb 16, 2009
    #17
  18. rcurrens

    zachd [MSFT] Guest

    Ron,
    Thanks for the update. I'm sure the root cause (file system corruption)
    would have have been baffling to anybody here, and I'm glad it got sorted
    out. Good luck out there. =)

    -Z
     
    zachd [MSFT], Feb 17, 2009
    #18
  19. rcurrens

    Vanshaj Daga Guest

    You can do one thing, go to c:\program files and delete windows media player
    folder. after deleting install the media player again. You will get it all
    right after that.
     
    Vanshaj Daga, Mar 11, 2009
    #19
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