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02.11.2008 at 05:31AM PST, ID: 23152880
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Cannot connect to Internet with a browser after installing IE7.

Tags: Microsoft, Internet Explorer, 7, New Install
First, I must make it known that this is on someone else's computer that I am helping with, that I do not have full access to.  So I will have to try the solutions as I get the chance, so please bear with.

The problem came when the user did Windows Update and installed IE7.  Now, there is no connection to the internet through a browser.  I can ping a website through the command window (tried several different sites).  I did uninstall the latest security update to be sure that wasn't the conflict, but no avail.

I also tried installing Firefox, but it wouldn't load the pages either.

I am not sure what IE7 has done, but it has apparently tweaked a setting that I am just not seeing.
They are on a DSL connection (Bellsouth).

WinXP OP Sys.
User also uses Outlook Express for E-Mail, and I wasn't sure what might get damaged there if I were to uninstall IE7.

Let me know if you need more info, and what I can try.  Thanks in advance.

DLB
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Question Stats
Zone: Software
Question Asked By: 94BlackBowtie
Solution Provided By: war1
Participating Experts: 4
Solution Grade: B
Views: 24
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02.11.2008 at 05:36AM PST, ID: 20866088

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02.11.2008 at 05:50AM PST, ID: 20866173

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02.11.2008 at 06:06AM PST, ID: 20866261

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02.11.2008 at 06:11AM PST, ID: 20866304

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02.11.2008 at 06:13AM PST, ID: 20866322

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02.11.2008 at 08:10AM PST, ID: 20867461

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02.12.2008 at 02:45PM PST, ID: 20880006

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02.12.2008 at 05:03PM PST, ID: 20880842

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02.12.2008 at 11:02PM PST, ID: 20882236

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02.13.2008 at 05:28AM PST, ID: 20883921

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02.13.2008 at 08:36AM PST, ID: 20885640

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02.13.2008 at 08:57AM PST, ID: 20885870

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02.13.2008 at 11:00AM PST, ID: 20887002

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02.11.2008 at 05:36AM PST, ID: 20866088

Rank: Guru

number one, has the user rebooted yet?
 IE7 requires a reboot to finish, but also the firewall is more then likely needing updating to the ie7 signature.
See http://forums.mozillazine.org/viewtopic.php?p=2295421#2295421 regarding firefox, but more then likely it will help with ie7 as well.
So check the firewall settings.
 
02.11.2008 at 05:50AM PST, ID: 20866173
Yes, there have been multiple reboots.

I will check the firewall settings.  I obviously didn't see anything abnormal with them (no alerts, etc.), but I didn't delve into checking it either.

DLB
 
02.11.2008 at 06:06AM PST, ID: 20866261

Rank: Guru

OK, this page may help with troubleshooting the firewall as well.
http://kb.mozillazine.org/Firewalls
 
02.11.2008 at 06:11AM PST, ID: 20866304
Thank You.
I will try as soon as I can.

DLB
 
02.11.2008 at 06:13AM PST, ID: 20866322
It may have corrupted the winsock, especial if there were custom enterys (like from removed virus / spyware).  Run Hijackthis.exe and see if it makes referance to asny winsock or lsp issues.  if it does, run http://www.snapfiles.com/get/winsockxpfix.html winsocks fix.  

Also, prior to that is you have norton's internet security make sure it is not running in stealth mode.
 
02.11.2008 at 08:10AM PST, ID: 20867461

Rank: Genius

Hello 94BlackBowtie,

Apply this hotfix.  It is for IE6, but may affect IE7. Internet Explorer 6 stops responding after you install security update 942615
http://support.microsoft.com/kb/946627

If no joy, perform a system restore to a date before you install the Windows Updates.

Hope this helps!
war1
Accepted Solution
 
02.12.2008 at 02:45PM PST, ID: 20880006
Hi 94BlackBowtie

I have found that if you go to Tools -> Internet Options -> Connections tab and click LAN setting and toggle the "Automatically detect settings" option (ie if it is already on, turn it off and vice versa) that usually works for me after updating to IE7.  Of course this only works if IE6 was working properly before the upgrade to IE7.

Hope this works for you too.
Assisted Solution
 
02.12.2008 at 05:03PM PST, ID: 20880842
beefstu123 - You may be onto something.
I had the user try to adjust the firewall settings as mentioned above - but to no avail.

Something strange happened after that though.  A dial-up box that the user had to use to sign on a few years ago popped up.  That maybe the underlying problem behind it all.

So, we shall keep digging.  I will try just what you said though by tomorrow.

DLB
 
02.12.2008 at 11:02PM PST, ID: 20882236

Rank: Guru

DLB,

Do you believe this machine to be relatively clean? Is it possible that they have got it infected with malware or spyware?
You might want to download, install, update and run Superantispyware http://www.superantispyware.com/ once, then perhaps we can have a look at a hijackthis log to see if we are missing anything.

When you installed Firefox and started it, if you told it to import settings from IE, then you might have imported bad settings, which might prevent you from accessing the internet through it, so in Firefox, you will also want to go to Tools->Options->Advanced->Network->Connection->Settings and make sure "Direct Connection to the internet" is checked.  Restart Firefox.

Download and run Hijack This http://www.majorgeeks.com/download3155.html
Copy/paste the log here (As Code Snippet, or Attach the Log file) so we can see it.
Assisted Solution
 
02.13.2008 at 05:28AM PST, ID: 20883921
mtz1of4,
I do think it is relatively clean.  The user is running Norton Anti-Virus, along with their brand of Spyware cleaner/monitor.

When I installed Firefox, I did import IE's settings, so that makes perfect sense of why it won't connect.

If I cannot get it connected by configuring it through the browsers, then I will try Hijack this.

DLB
 
02.13.2008 at 08:36AM PST, ID: 20885640

Rank: Genius

94BlackBowtie,

Did you try the suggestions that I posted on Date:02.11.2008 at 08:10AM PST?
 
02.13.2008 at 08:57AM PST, ID: 20885870
war1 -
Haven't had access to the users computer yet (read first line in my original post) but I will tonight.

If I am to apply that hotfix, I will have to download it here (or somewhere with connectivity) and install it that way if that is possible with that one (some only download a startup, then they perform an active download of the patch).  So, I am going to try several things this evening to see what works.

Thanks for all the replies.

DLB
 
02.13.2008 at 11:00AM PST, ID: 20887002

Rank: Guru

Norton AV- If Norton Internet Security, it has it's own additional Firewall.
Norton - now  I am convinced it is a firewall issue. Try this
http://service1.symantec.com/SUPPORT/nip.nsf/docid/2006052414544936

You might need to try turning off the Popup blocker in Norton's as well.
 
 
02.13.2008 at 12:32PM PST, ID: 20887855
Got it fixed.  It wasn't the firewall settings (tried that in Windows Firewall and Norton).  It was apparently just connectivity settings, as it was simply enough fixed by an uninstall of IE7 and reverting back to IE6.

I will have to further troubleshoot before "I" apply the IE7 update for the user (to make sure this doesn't happen again).

Thanks Again to all.

DLB
 
 
 
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