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Issue 806977 link

Starred by 5 users

Issue metadata

Status: Duplicate
Merged: issue 789344
Owner: ----
Closed: Sep 4
Cc:
Components:
EstimatedDays: ----
NextAction: ----
OS: Windows
Pri: 2
Type: Bug



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Chrome stops working visiting certain websites

Reported by sjw...@homfurniture.com, Jan 29 2018

Issue description

UserAgent: Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.108 Safari/537.36

Steps to reproduce the problem:
Using a surfacepro 4, go to lowes.com and it usually will crash. It also crashes on other websites but not sure which specifically. Dropbox had a problem at one point.

What is the expected behavior?
Ideally the website(s) will load.

What went wrong?
"Google chrome stopped working"

Crashed report ID: 

How much crashed? Whole browser

Is it a problem with a plugin? N/A 

Did this work before? N/A 

Chrome version: 63.0.3239.108  Channel: n/a
OS Version: 6.1 (Windows 7, Windows Server 2008 R2)
Flash Version: 

Chrome crashes on certain websites while using a Surface Pro 4. It does NOT produce a crash log. Says "google chrome has stopped working" and closes the browser when the user hits okay. 

I have tried everything available to fix it. The ticket provides more in-depth information.

Ticket: https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-admins/radoN0Oyks0/EZVlBtjFAgAJ
 
Labels: TE-NeedsTriageFromMTV
As google-hyd team do not have 'surfacepro 4 ' device to triage this issue, could some one from MTV team please take a look. Adding 'TE-NeedsTriageFromMTV' label to triage further.

No issue observed on Windows laptop & desktop machines.

Thanks..!

Comment 2 by birdo@google.com, Feb 4 2018

My wife is experiencing this problem, both when logged in to chrome and logged/out/incognito when visiting dropbox.com on Windows 10 on a new HP Spectre X360

I also saw the same problem reported on the Dropbox web site.
Just wondering if there has been any update with this? It's still an on-going issue and I have at least 3 users experiencing it. 

Thanks!
This issue persists: for some (many popular) commerce sites, on open chrome immediately crashes all windows.

There are two active Chrome forum threads pursuing this:
https://productforums.google.com/forum/#!topic/chrome/i88slCB85wU
https://productforums.google.com/forum/#!topic/chrome/Y61R9SAEPBc

It seems to focus on Lenovo Yoga and HP Spectre devs.

Chrome will be working fine, then it fails persistently.
Onset is seen from March to May.
Chrome updates as far forward as Canary 69.0.3452.0 do not help.

Individual users sometimes find a cure, but nothing consistent across all users.

I can provide more feedback if asked. 
Regression to 63.0.3239.108 is stable for a Lenovo Yoga Pro.

The problem seems to be BIOS related.
HP Spectre may be stable at F50

See user reports here:
https://productforums.google.com/forum/#!topic/chrome/i88slCB85wU

The problem has been traced to bad USB3 driver update after the monthly Windows 1803 cumulative updates, that causes JavaScript to crash Chrome hard, closing all Chrome windows, with no crash reports.  The problem only impacts Chrome (and some chromium browsers).  Edge & Firefox are OK.

For details see
https://productforums.google.com/forum/#!topic/chrome/Y61R9SAEPBc

A commercial developer (Lance Giles) has volunteered access to their site to track the issue.  

The problem mainly affects HP Spectre 360 and Lenovo Yoga users.

Installed today June 26, 2018—KB4284848 (OS Build 17134.137) and BANG - wizzair.com crashes Chrome.
Reset Chrome flags to default + relaunch and all's fine 

USB3 drivers' versions did NOT change:
USB3 eXtensible: Date: Tue, 10/04/18, Version: 10.0.17134.1
USB3 root hub: Date: Fri, 08/06/18, Version: 10.0.17134.112

Actually, easyjet.com did crash
Uninstalled USB3 eXtensible and ran Scan for hardware changes, and now it's OK
Same again with July 10, 2018—KB4338819 (OS Build 17134.165)
Uninstalling and reinstalling USB3 eXtensible resolved the issue
@qwer1 #9 - Did you note the USB3 eXtensible driver version/date after KB4338819 and before the refresh?  

Did you use the 'Scan for hardware changes' Device Manager option?
The version hasn't changed after the update not did it change after re-install, version Tue, 10/04/18 10.0.17134.1 all the time.

After Uninstalling USB3 eXtensible HC I did Scan for hardware changes.

It looks like it's NOT that an old driver is somehow loaded during upgrade, but rather as if the driver installation becomes corrupted which a subsequent re-install fixes.

Why this affects only Chrome and only certain sites is a mystery.

@qwer #11 - Yes, I think it's a collateral effect of the refresh.

If this shows up again, please try 'Scan for hardware updates' before uninstalling the USB3 eXtensible HC.

When Chrome crashes - What kind of crash are you seeing? Not-responding? Sad face? Closes (all) chrome windows?

Does the crash generate any crash reports? See chrome://crashes
Chrome closes, no crash id
July 16, 2018—KB4345421 (OS Build 17134.167) came out today and after installation wizzair.com stopped working: Chrome crashes and there's no crash file.
USB3 eXtensible HC driver version didn't change.
Scan for hardware updates didn't fix the problem.
Uninstalling USB3 eXtensible HC and then Scan for hardware updates fixed the problem.
Same issue on my HP Spectre x360 loading fidelity.com
Chrome closes all windows. Sometimes it doesn't happen, but when it starts happening it's consistent.
I can provide windbg dumps and logs if needed.
FYI: 2 more workaround suggestions:
- run chrome temporarily under GDB
- del BrowserCore dir
See https://productforums.google.com/forum/#!topic/chrome/Y61R9SAEPBc
or  https://productforums.google.com/forum/#!topic/chrome/iNPoJAQ2ORU
for details.

Thanks for the feedback.  I think we're on our own for tracking this down.
Tag in at the Forum threads to get the latest.
Any help always appreciated.
This is a duplicate of  issue 822629 , OP qwer1, opened 16Mar18,
  with his debug logs and traces.
 Bug 822629  has 3 CCs, although no technical followup.

Mathieu and qwer are posting to both.

I'm not sure which is better.
Boyd (Lenovo Yoga) reports 7/18 here that even when refreshing the USB3 HC driver does not fix the problem, uninstalling and blocking the refresh does.
https://productforums.google.com/d/msg/chrome/i88slCB85wU/naDZC4R-AQAJ

This seems to confirm it is not a side-effect of refresh that fixes the problem, but the actual USB use, probably in JavaScript cookie access.

As the  issue 822629  OP qwer1 is now posting here, I will be posting mostly here too.
After July 24, 2018—KB4340917 (OS Build 17134.191) same thing - USB HC version doesn't change, Chrome crashes, uninstall of driver + scan for changes remedies the situation
This is on HP Spectre x360 13
qwer@ FYI HP Spectre BIOS F.51 was released today. One forum report(Steve) that it fixed his problem.  TBD if F.51 OK after next Windows Update.

Pls check the July 24 KB-ID.  These are usually numerically ascending. Previous: July 16, 2018—KB4345421.  I looked at Microsoft, but it's not listed yet:
https://support.microsoft.com/en-us/help/4099479/windows-10-update-history
Suggestion: If we could find a common framework used at several of the crashing sites, maybe we could get some attention from the framework team.

BTW KB4340917 is correct as mentioned.  It was KB4345421 that jumped ahead sequentially.
Alright I think I narrowed it down a bit.
After the monthly patch tuesday, Chrome started crashing again. Did the usual dance of uninstall USB 3.0 controller, which tends to not always work. I figured it's not the controller itself that is at fault, but some component under it that gets refreshed when reinstalling.

After some more research, I found a related issue 789344 for people with Lenovo convertibles. It looks like they narrowed it down to the "HID Sensor Collection V2". After disabling that device on my HP Spectre x360, Chrome no longer crashes.
The guess is that some websites access device orientation APIs, which causes chrome to access the USB sensor, and crash.
mathieu@ - Excellent!  A sensor interaction was mentioned in  issue 822629 , but never run to ground.

I assume "HID Sensor Collection V2" is a Device Manager device title on your Lenovo.

I summarized the history at issue 789344 and will repost the sensor disable fix to the main forum threads.
After the update and with HP Spectre X360 13 F51 firmware update problem reoccured.
Disabled HID Sensor Collection V2 and problems is GONE!
Then did Hardware Scan Changes => nothing happened.
Re-enabled HID Sensor Collection V2 => problem STILL GONE!

Components: Blink>Sensor>DeviceOrientation
Mergedinto: 789344
Status: Duplicate (was: Unconfirmed)
I'm looking into this issue (which appears to be a duplicate of 789344) and also going to try to pull in crash reporter folks who can look into why none of these crashes seem to generate crash reports.

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