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Rollback to IE6 and now can't print!

Posted on 2007-04-04
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Last Modified: 2013-12-09
I recently built a new HP computer running XP Pro SP2 and included IE7 as the browser.  This isn't good for the apps this user is running.  I was requested to uninstall IE6 so she could run IE6.

I went to Add/Remove programs and uninstalled IE7 along with a few updates that had been installed via Automatic Updates.  Now the user cannot print form IE6 or Outlook.  If I go to Printers and Faxes, everything looks fine there and the Print Spooler is running as well.  I did not uninstall the AntiVirus software before uninstalling IE7.  This computer is protected w/McAfee 8.5 Enterprise Edition as well.  
To be even more specific, when you go to IE6, you can see the print icon on the tool bar as well as the print options in the File Menu, but they do not work there nor do they work in Outlook 2003.

For now I have restored her machine to a few days ago in the hopes she can run while I try to figure this one out.  Any suggestions?

milehighsanddollar
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Question by:milehighsanddollar
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war1 earned 500 total points
ID: 18853192
milehighsanddollar,

1. An addon may be interfering. Disable Addons.  If you have Windows XP SP2, go to Tools > Add-on Manager, and uncheck the addons.

If using Windows XP SP1 or earlier, disable third party extensions. With IE open, go to Tools > Internet Options > Advanced. Uncheck "Third party extensions". Click Ok. Reboot computer.

2. Clear your cache.  Go to Tools > Internet Options > General tab.  Under Temporary Internet Files, click "Delete Files" button. Click OK.

3. Reset IE settings.  Go to Tools > Internet Options > Programs.  Click on "Reset Web Settings" button. Go to Advanced tab and click "Restore Defaults" button. Go to Security tab and move the bar to Medium or Default. Click OK. Close all browsers. Reboot the computer.

4. Check if a program running in the background is interfering with Internet Explorer. Temporarily disable antivirus, firewall, antispyware, ad-blocker, popup blocker, and all Norton programs.

5. Repair or reinstall Internet Explorer and Outlook Express in Windows XP
http://windowsxp.mvps.org/IEFIX.htm
OR
http://www.theeldergeek.com/repair_reinstall_ie_and_oe_6.htm
OR
http://support.microsoft.com/default.aspx?scid=kb;EN-US;318378
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by:milehighsanddollar
ID: 18855293
When uninstalling IE7--which never really restored correctly--I got a lot of messages that .dll files couldn't be copied.  Seemed kind of weird to me as I was trying to UNinstall this stuff.   The IE looks like IE6, but under Help/About it is listed as IE7!  Any suggestions, explanations?

The good news is printing seems to work again.
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by:war1
war1 earned 500 total points
ID: 18855332
Sounds like IE7 is not uninstalled. Go to Control Panel > Add/Remove Programs and uninstall Microsoft Internet Explorer.  If you cannot find Internet Explorer 7 in Add or Remove Programs, click Start, click Run, type %windir%\ie7\spuninst\spuninst.exe, and then press ENTER.

Note: %windir% is the location of your Windows directory, which can usually be found at C:\Windows. To do this, you need to have "view hidden folders" enabled.
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by:milehighsanddollar
ID: 18855375
Before I do this do I have to do all those other things I did above (turn off mcafee, change all the ie settings, etc.?
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by:war1
ID: 18855414
You should turn off McAfee. But you do not have to do the other things.
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by:milehighsanddollar
ID: 18857603
I attempted to run the command "type c:\\windows\ie7\spuninst\spuninst.exe", but it would not run.  The only place I could find any remnants of IE7 was in the windows file, but it would not dislodge.

Would it be beneficial to (I can't believe I'm writing this) once again reinstall IE7 with everything turned off again and uninstall it again?
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by:war1
ID: 18858314
Yes, it would benefit to reinstall IE7 in same directory and uninstall it.
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by:war1
ID: 18872464
milehiqhsanddollar, any update?
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by:milehighsanddollar
ID: 18872500
war1,

Thank you for your diligence!  My user sits in a high-traffic area where she is busy with customers from 8 to 5.  Most of her work is done using proprietary web-based applications.  One of these applications kept having problems with her browser--no other users were having these problems.  It was thought that rolling her back to IE6 would alleviate the problem.  (Actually it was thought that giving her a new machine and installing IE7 would resolve these issues!)

So, I have NOT done anything to her machine since I last wrote because her new version of "IE6" is NOT crashing!  I realize it eventually needs some attention, but for the first time in months, the application has not crashed. . .I say that with much trepidation!  My plan has been to sit still as it has only been two business days and see what happens.  

I am inclined to reinstall IE7 and subsequently uninstall it; but this has been such a mess for her, that I'm trying to keep the trauma to a minimum!

If you can hold on for a few more days, I'd planned to do that on Tuesday evening if all continues as it has for the next couple of days!  :-)mhs
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by:war1
ID: 18872503
Thanks for the update.  I can hold on for a few more days.
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by:milehighsanddollar
ID: 18917586
Well, I followed the instructions to the letter and did not re-install the antivirus software and now I get the same as before:  a browser screen that looks like IE6 but the Help>About screen say is IE7!  Am I doing something wrong here?  Do I have to run the other fix program like last time?
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by:war1
ID: 18918889
Can you not print, which is your original issue?

Looks like IE7 has corrupted IE6.  You need to reinstall IE6
http://windowsxp.mvps.org/IEFIX.htm
OR
http://www.theeldergeek.com/repair_reinstall_ie_and_oe_6.htm
OR
http://support.microsoft.com/default.aspx?scid=kb;EN-US;318378
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Author Comment

by:milehighsanddollar
ID: 18945961
So far so good.  IE is working and she can print from the browser along with Outlook and other Office 2003 apps.  The only thing I haven't added back is McAfee (I've told her not to browse those porn sites at work and she seems OK with that!)  

As I stated earlier, the biggest problem with this user is the amount of availability she needs with her computer.  I'm still concerned that IE says 7, but it is acting like 6.  Do you think it would be a good idea to run that ie6 cleanup tool again?  I guess what concerns me most now is with the software saying it is ie7 (Help, About) will that affect the windows updates the computer receives and if so could these cause subsequent problems?  Maybe only time will tell, but I'd be interest in your thoughts.  mhs
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by:war1
ID: 18946906
milehighsanddollar,

Glad user can print.  IE7 has tabs settings. IE6 does not.  If browser is really IE6 and showing IE7, some registry is still corrupt.  There is not much you can do except reinstall Windows XP, SP2, which reinstalls IE6.

The IE7 in the About page should not affect IE updates.
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Expert Comment

by:VertisMedia
ID: 22999074
We started with it being macafee and ended hear...
http://www.experts-exchange.com/Microsoft/Development/Q_23919516.html
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