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prtg_ie_helper crashes consistently



Hello I have PRTG Network Monitor installed and I recently upgraded internet explorer to IE9. since the upgrade to both the network monitor and IE (i did these in the same reboot) the PRTG_IE_helper has been crashing every time it does a full http page check.

Problem signature:

Problem Event Name: APPCRASH

Application Name: PRTG_IE_Helper.exe

Application Version:

Application Timestamp: 2a425e19

Fault Module Name: PRTG_IE_Helper.exe

Fault Module Version:

Fault Module Timestamp: 2a425e19

Exception Code: c0000005

Exception Offset: 00003ebe

OS Version: 6.0.6002.

Locale ID: 1033

Additional Information 1: ecf6

Additional Information 2: 9a609b10479698dd458c0891e0139fc3

Additional Information 3: 54d3

Additional Information 4: 319b30a69cebca4287b668d6c74f2b68

helper ie9 prtg

Created on Apr 26, 2011 4:14:59 PM

1 Reply

Accepted Answer



The prtg_ie_helper.exe file is the parent process for PRTG's "HTTP Full Page Sensor". It encapsulates the Internet Explorer OCX and always uses the currently installed Internet Explorer version.

It has no known problems. In our labs it runs fine with Internet Explorer Versions 6 up to 9 on all Windows versions.

What you can do to find why it doesn't work for you

  • Check if "Internet Explorer Enhanced Security Configuration" is enabled, this can sometimes break the Full Page Sensor
  • Try to open the same URL on this system in Internet Explorer, sometimes you will get more detailed error message.
  • Try to run the IE helper process manually, sometimes you will get more detailed error message.
    • Open a command prompt (cmd.exe) and navigate to the "\Program Files\PRTG Network Monitor" folder (on 64bit systems it is "\Program Files (x86)\PRTG Network Monitor"), or wherever you have installed PRTG.
    • In the command line enter Prtg_IE_HElper.exe followed by a space and the URL you want to test Prtg_IE_HElper.exe www.yourserver.de/yoururl
    • Shortly a window will pop up showing the Internet Explorer window while downloading the page.

Created on Apr 29, 2011 2:36:54 PM by  Dirk Paessler [Founder Paessler AG] (11,025) 3 6

Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.