This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
When I attempt to open some .MOV files instead of starting up Apple QuickTime Player (which is set as default program for this file type) 10 to 15 seconds Windows closes the folder containing the .MOV file without any explanation. Further attempts result in the same outcome. If I right-click and Delete the .MOV file quickly within a few seconds of opening the folder, Windows does remove it to the Recycle Bin. However, when I then try to Empty the Recycle Bin, Windows suddenly closes it without any explanation. Re-opening the Recycle Bin shows that the .MOV file is still listed. Attempting to Delete it has the same outcome.
This only occurs with some of my .MOV files; others work as expected. I haven't been able to distinguish any key differences between those that work and those that manifest this problem.
I am running a fully updated version on my Dell Inspiron 660S desktop PC and have the latest version of Norton Internet Security installed.
I have run a full system scan with Norton and no issues have been detected other than a small number of Tracking Cookies which Norton has removed.
Does any one have any thoughts on what may be the cause?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Hi there Leadhillsmike - I am so glad that you have found a solution.
According to my search - KB2795719 is not present on my machine (cannot delete something I cannot find) - I have deleted the second update however, and sad to say - problem is still exactly the same as before. :(
Thanks for the info though - I will persist
Hi Katep,
I have just tried removing these two updates (KB2975719 originally installed on 13 August 2014 and KB2995388 originally installed on 15 October 2014) but still have the problem with or without them installed. The dates of these updates are earlier than the date on which I began to experience these problems related to .MOV files. I have now re-installed these two updates.
As mentioned earlier in this thread, for me the problems started after installing the 15 Windows updates issued by Microsoft on 12 November 2014.
Having just tried again to open a .MOV file from Windows Explorer I have received a new error message as follows:
Hope this provides useful additional info for Microsoft to pin down the source of this problem.
Hello again,
In my reply above I inserted a picture of the error message as displayed by Windows but it's not showing so I'll try again
Just realised that the detail in the error box is a bit fuzzy and so hard to read so I've transcribed it below:
The exception Integer division by zero.
(0xc0000094) occurred in the application at location
0xb10baedf.
Click on OK to terminate the program
Hope this helps Microsoft to get to the root of this long-standing problem.
Thanks, Tony
You're not alone in that, Norwegian Blue. A poster on the Technet thread observed a November patch Tuesday resurgence of the issue - thinks it's apparent here too.
From what I have gathered so far, the issue is connected with the handling of metadata when Explorer scans files, generates thumbnails - no Microsoft confirmation of that, that I'm aware of though. Seems to me that which patch Tuesday sends the damage (August to November) may be down to MOV versions/variations - this has affected multiple versions of iTunes, Quicktime and similarly iPhones and pads of different ages; all at different times apparently.
One thing I did not try - curse my soul as I really should have thought of this before I took off the updates - go into control panel/ system/ advanced system settings/ performance, and uncheck show thumbnails. Might have been informative if it was enough to stop the crashes/errors and allow associated playback of MOVs. Can't test this now, as the laptop has gone back to client. Have you tried that Katep_don't?
I'd be inclined given the November link, to remove, one at a time, the November patches until hopefully, the error disappears - or take the lot off and if the error's cleared, put them back one by one, to identify the culprit. Bit of a slog and time consuming, but may deliver results; or considerable frustration. If removing the November stuff doesn't work - take of the two earlier updates too, to see if that finally clears it.
