troubleshooting Question

OWA Causing Freezing/Crashing of IE after SSL Installed

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pgreetis asked on
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I have a user who is having difficulty using OWA from his home PC.  Here is the basic run down of his issue:

He is using Windows XP Home, fully patched, with ZoneAlarm 5.5 and Norton Antivirus on an Earthlink DSL connection and Internet Explorer 6.0.  When he logs into OWA, he can see my email like always.  
 
However, since the July security update (we switched to using SSL with an internally issued certificate), when he tries to reply to an email, about one time in three Internet Explorer opens a new window for the reply that is half gray and half white and freezes - no buttons, no text, and no response.  Two times out of three he can reply to an email, but 1) the text in the original email is not repeated below his reply, but instead says "Error Access Denied" and 2) he is unable to reply to any additional emails without the freeze noted above.  
 
After a freeze, he has to close Internet Explorer through the Task Manager and log in again to reply to another email. He has tried disabling Zone Alarm (as per my instructions), adding our exchange server address to his safe zones and lowering the security settings as low as they go, and installing the security certificate in the default certificate store as well as each of the "trusted" ones, and nothing has helped.  
 
In Firefox he can reply to emails fine without the freeze ups noted above.  He would simply switch but he can't access the addess book to send new emails in Firefox (I cannot seem to find a way to access our Global Address list in FireFox either).

I know the SSL is working correctly on our end as this is the only user to experience any problems.  I can't imagine it is an Earthlink issue, but I am not very familiar with their service or policies.  I appreciate any help anyone can provide and if you need additional information please let me know and I will get it ASAP.  Thanks!!
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