"Send Error Report" Message When Trying to Open iTunes

(Mercury zebra?)

every time I try to open iTunes I still get the "send error report".

Can you provoke another one of those, please? Now click on the "More information" link in that box. What ModName and ModVer are showing up in there for you? (Exact spelling, please.)

ModName: ntdll.dll

Another one of those. I've seen two or three in recent days.

It's one of the core operating system files for your XP, which leaves the field open quite a long way for us as to causes. At least the "systemwide" nature of the problem cuts down the possibilities a bit.

Is QuickTime currently launching in any of your user accounts? Or are you getting a similar error message with that too?

No Quicktime won't launch on this account

Okay. Broken QuickTime of some description causing the iTunes problem (iTunes doesn't work properly without a properly functioning QuickTime). Did you get any error messages when you tried to uninstall QuickTime? If so, what did they say?

Also, head into your Control panels, and try to open the QuickTime control panel. Do you get an error message, hg? If so what does it say? (Precise text for that one, please, if you get it. The details of that message can be very significant when it comes to troubleshooting one of these problems.)

🙂 Good-O. Not seeing an error message there rules out another possible set of problems, so we're still making progress.

Okay, we'll try swapping out your existing QuickTime one more time, taking a few extra explicit precautions along the way.

First, download and save a fresh copy of the QuickTimeInstaller.exe to your hard drive. (Don't run the install on line and don't run the install just yet.) Get the installer that doesn't mention iTunes:

http://www.apple.com/quicktime/download/

Now head into your "Add or Remove Programs" control panel and uninstall QuickTime.

Next we'll remove any leftover QuickTime program files and folders.

Restart the PC.
Open Local Disk C: or whichever drive your program files are installed on.
Open the "Program Files" folder.
Right-click the "QuickTime" folder (if it still exists) and select Delete.
Go back into Local Disk C: or whichever drive your Operating System files are installed on.
Open the "Windows" folder.
Open the "system32" folder.
Right-click on the QuickTime file (if it still exists) and select "Delete".
Right-click on the QuickTimeVR file (if it still exists) and select "Delete".

Empty your Recycle Bin and restart the PC again.

After the PC restarts, do not open any applications. Disconnect from your network and/or the internet. Now disable all your security software (firewall, antivirus, antispyware).

Now start the QuickTime install by doubleclicking on the QuickTimeInstaller.exe file you downloaded earlier.

Reenable all security software prior to reconnecting to the internet and/or your network.

Did that install seem to go through okay? If so, does QuickTime launch normally this time?

Message was edited by: b noir

let's check the QuickTime error report this time. In the "more info" section, what ModName and ModVer are showing up for that?

A BEX ... that's a buffer overrun exception.

I think we'd better check for malware, hg.

Download fresh definitions and run vigorous spyware and virus scans. If your security software providers offer them, supplement that with online scans. (They can sometimes pick up an infection even if the security software on the PC has been compromised.)

Supplement that by downloading and installing the free version of Malwarebytes. Download fresh definitions before you scan:

http://www.malwarebytes.org/

Do the scans pick up anything? If so, what do they call the beasts they find?

Message was edited by: b noir

but my internet won't let me get to the website for some reason.

Acck. Is that your security software provider's website or Malwarebytes.org?

**the exact same thing is happening to me i downloaded the malware and its doing the scan right now**