IEv7 blank page for Windows Update and others, uninstalled to iev6, navcancl error

Posted on 2007-10-21
Last Modified: 2013-12-08
I am trying to correct a problem with a Dell Latitiude D620 system running Win XP Service Pack 2. Internet Explorer v7 was installed and started to display completely blank pages when going to the WindowsUpdate website as well as other sites. FireFox currently works on the computer. I tried uninstalling IE7 and then running sfc /scannow. When I open IEv6 now, it looks like it is about to work, but then the window closes and this "File Download" window appears: "Name: navcancl; From: C:\WINDOWS\system32\shdoclc.dll". I click cancel and nothing happens. This happens every time I try to open IE.

Below is a hijackthis log. Any suggestions? -Nick

Logfile of HijackThis v1.99.1
Scan saved at 5:38:36 PM, on 10/21/2007
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180)

Running processes:
C:\Program Files\Fortinet\FortiClient\scheduler.exe
C:\Program Files\Fortinet\FortiClient\FCDBLog.exe
C:\Program Files\Fortinet\FortiClient\fmon.exe
C:\Program Files\Fortinet\FortiClient\fortifw.exe
C:\Program Files\Fortinet\FortiClient\fortiwf.exe
C:\Program Files\Fortinet\FortiClient\FortiProxy.exe
C:\Program Files\Fortinet\FortiClient\FortiTray.exe
C:\Program Files\Grisoft\AVG Anti-Spyware 7.5\guard.exe
C:\Program Files\Wave Systems Corp\Common\DataServer.exe
C:\Program Files\LogMeIn\x86\RaMaint.exe
C:\Program Files\Java\jre1.6.0_03\bin\jusched.exe
C:\Program Files\LogMeIn\x86\LogMeInSystray.exe
C:\Program Files\CyberLink\PowerDVD\DVDLauncher.exe
C:\Program Files\Wave Systems Corp\Services Manager\DocMgr\bin\docmgr.exe
C:\Program Files\Apoint\Apoint.exe
C:\Program Files\Adobe\Photoshop Album Starter Edition\3.0\Apps\apdproxy.exe
C:\Program Files\Apoint\HidFind.exe
C:\Program Files\Apoint\Apntex.exe
C:\Program Files\Microsoft ActiveSync\wcescomm.exe
C:\Program Files\LogMeIn\x86\LogMeIn.exe
C:\Program Files\Common Files\Microsoft Shared\VS7DEBUG\MDM.EXE
C:\Program Files\Dell\QuickSet\NICCONFIGSVC.exe
C:\Program Files\Adobe\Acrobat 6.0\Distillr\acrotray.exe
C:\Program Files\NTRU Cryptosystems\NTRU Hybrid TSS v2.0.7\bin\tcsd_win32.exe
C:\Program Files\Digital Line Detect\DLG.exe
C:\Program Files\Wave Systems Corp\Services Manager\Secure Update\AutoUpdate.exe
C:\Program Files\Microsoft SQL Server\80\Tools\Binn\sqlmangr.exe
C:\Documents and Settings\Dionne\Desktop\IT Support\Software\IEFix\IEFix (for v6 only).exe
C:\Documents and Settings\Dionne\Desktop\IT Support\Software\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar =*
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page =
R1 - HKCU\Software\Microsoft\Internet Explorer\SearchURL,(Default) =*
R1 - HKCU\Software\Microsoft\Internet Connection Wizard,ShellNext =
O2 - BHO: (no name) - {02478D38-C3F9-4efb-9B51-7695ECA05670} - (no file)
O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: Yahoo! IE Suggest - {5A263CF7-56A6-4D68-A8CF-345BE45BC911} - C:\Program Files\Yahoo!\Search\YSearchSuggest.dll
O2 - BHO: Yahoo! IE Services Button - {5BAB4B5B-68BC-4B02-94D6-2FC0DE4A7897} - C:\Program Files\Yahoo!\Common\yiesrvc.dll
O2 - BHO: SSVHelper Class - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O2 - BHO: AcroIEToolbarHelper Class - {AE7CD045-E861-484f-8273-0445EE161910} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\AcroIEFavClient.dll
O3 - Toolbar: Adobe PDF - {47833539-D0C5-4125-9FA8-0819E2EAAC93} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\AcroIEFavClient.dll
O4 - HKLM\..\Run: [Synchronization Manager] %SystemRoot%\system32\mobsync.exe /logon
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre1.6.0_03\bin\jusched.exe"
O4 - HKLM\..\Run: [SigmatelSysTrayApp] stsystra.exe
O4 - HKLM\..\Run: [LogMeIn GUI] "C:\Program Files\LogMeIn\x86\LogMeInSystray.exe"
O4 - HKLM\..\Run: [igfxtray] C:\WINDOWS\system32\igfxtray.exe
O4 - HKLM\..\Run: [igfxpers] C:\WINDOWS\system32\igfxpers.exe
O4 - HKLM\..\Run: [igfxhkcmd] C:\WINDOWS\system32\hkcmd.exe
O4 - HKLM\..\Run: [DVDLauncher] "C:\Program Files\CyberLink\PowerDVD\DVDLauncher.exe"
O4 - HKLM\..\Run: [Document Manager] C:\Program Files\Wave Systems Corp\Services Manager\DocMgr\bin\docmgr.exe
O4 - HKLM\..\Run: [Broadcom Wireless Manager UI] C:\WINDOWS\system32\WLTRAY.exe
O4 - HKLM\..\Run: [Apoint] C:\Program Files\Apoint\Apoint.exe
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files\Adobe\Reader 8.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [Adobe Photo Downloader] "C:\Program Files\Adobe\Photoshop Album Starter Edition\3.0\Apps\apdproxy.exe"
O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\ctfmon.exe
O4 - HKCU\..\Run: [Yahoo! Pager] "C:\PROGRA~1\Yahoo!\MESSEN~1\YAHOOM~1.EXE" -quiet
O4 - HKCU\..\Run: [H/PC Connection Agent] "C:\Program Files\Microsoft ActiveSync\wcescomm.exe"
O4 - Global Startup: Acrobat Assistant.lnk = C:\Program Files\Adobe\Acrobat 6.0\Distillr\acrotray.exe
O4 - Global Startup: Digital Line Detect.lnk = ?
O4 - Global Startup: EMBASSY Trust Suite Secure Update.lnk = C:\Program Files\Wave Systems Corp\Services Manager\Secure Update\AutoUpdate.exe
O4 - Global Startup: Service Manager.lnk = C:\Program Files\Microsoft SQL Server\80\Tools\Binn\sqlmangr.exe
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O9 - Extra button: Create Mobile Favorite - {2EAF5BB1-070F-11D3-9307-00C04FAE2D4F} - C:\PROGRA~1\MI3AA1~1\INetRepl.dll
O9 - Extra button: (no name) - {2EAF5BB2-070F-11D3-9307-00C04FAE2D4F} - C:\PROGRA~1\MI3AA1~1\INetRepl.dll
O9 - Extra 'Tools' menuitem: Create Mobile Favorite... - {2EAF5BB2-070F-11D3-9307-00C04FAE2D4F} - C:\PROGRA~1\MI3AA1~1\INetRepl.dll
O9 - Extra button: Yahoo! Services - {5BAB4B5B-68BC-4B02-94D6-2FC0DE4A7897} - C:\Program Files\Yahoo!\Common\yiesrvc.dll
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\OFFICE11\REFIEBAR.DLL
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O16 - DPF: {01A88BB1-1174-41EC-ACCB-963509EAE56B} (SysProWmi Class) -
O16 - DPF: {0E5F0222-96B9-11D3-8997-00104BD12D94} (PCPitstop Utility) -
O16 - DPF: {9732FB42-C321-11D1-836F-00A0C993F125} (mhLabel Class) -
O20 - Winlogon Notify: igfxcui - C:\WINDOWS\SYSTEM32\igfxdev.dll
O20 - Winlogon Notify: LMIinit - C:\WINDOWS\SYSTEM32\LMIinit.dll
O20 - Winlogon Notify: WgaLogon - C:\WINDOWS\SYSTEM32\WgaLogon.dll
O23 - Service: AVG Anti-Spyware Guard - GRISOFT s.r.o. - C:\Program Files\Grisoft\AVG Anti-Spyware 7.5\guard.exe
O23 - Service: DataSvr2 - Wave Systems Corp. - C:\Program Files\Wave Systems Corp\Common\DataServer.exe
O23 - Service: DSBrokerService - Unknown owner - C:\Program Files\DellSupport\brkrsvc.exe
O23 - Service: Fortinet Service Scheduler (FA_Scheduler) - Fortinet Inc. - C:\Program Files\Fortinet\FortiClient\scheduler.exe
O23 - Service: Google Updater Service (gusvc) - Google - C:\Program Files\Google\Common\Google Updater\GoogleUpdaterService.exe
O23 - Service: LogMeIn Maintenance Service (LMIMaint) - LogMeIn, Inc. - C:\Program Files\LogMeIn\x86\RaMaint.exe
O23 - Service: LogMeIn - LogMeIn, Inc. - C:\Program Files\LogMeIn\x86\LogMeIn.exe
O23 - Service: NICCONFIGSVC - Dell Inc. - C:\Program Files\Dell\QuickSet\NICCONFIGSVC.exe
O23 - Service: NTRU Hybrid TSS v2.0.7 TCS (tcsd_win32.exe) - Unknown owner - C:\Program Files\NTRU Cryptosystems\NTRU Hybrid TSS v2.0.7\bin\tcsd_win32.exe
O23 - Service: Dell Wireless WLAN Tray Service (wltrysvc) - Unknown owner - C:\WINDOWS\System32\WLTRYSVC.EXE

Question by:nicholasjwolf
    LVL 28

    Expert Comment

    try a system restore
    start/ all programs/accessories/system tools/restore
    and choose a day when it last worked.
    LVL 30

    Expert Comment

    After the System Restore, I would also check your security programs to see if they are blocking IE for some reason.  Do they have log files for you to look at?

    One other thing to look at is your Event Viewer to see if any Errors or Warnings are showing up.  Start-Run->

    and hit Enter, look at System and Application logs for any errors or warnings.
    LVL 97

    Expert Comment

    Hello nicholasjwolf,

    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. If no joy, 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. If no joy, run the System File Checker to repair any broken system files.  Go to Start > Run and type sfc /scannow
    and hit OK.  You will need your Windows XP CD when asked.

    6. If no joy, repair or reinstall Internet Explorer and Outlook Express in Windows XP

    Hope this helps!
    LVL 97

    Expert Comment


    I ran an analysis of your HijackThis log at  then saved the result and posted a link to the result here.

    Your HJT log looks pretty good.  You have your antivirus turned off?  You do not have a firewall?  I assume you turned them off for troubleshooting.  Don't to turn them back on.

    Check the box next to the following items and have HijackThis "Fix Checked".

    O2 - BHO: (no name) - {02478D38-C3F9-4efb-9B51-7695ECA05670} - (no file)

    Author Comment

    chilternPC: There are no system restore points available. A virus scan found infected files in the system restore backups--because of this I lowered the system restore level to 0% and then disabled it. After enabling it there are no restore points available.

    mtz1of4: I shut down my security software and IE still will not open. The event viewer does not show any errors occurring around the times IE is launched.

    war1: I cannot access any Tools>... via IE because every attempt to open IE results in a "File Download" window appearing ( "Name: navcancl; From: C:\WINDOWS\system32\shdoclc.dll") I click cancel and I am back to the desktop without IE open. I used IEfix program and it asks for the XP CD, I choose IEXPLORE.EXE when it asks for the file and it copies some files. Then after a few minutes a "Complete" message appears. IE gives same error. I completed Method I and II from ( When I try to install IE6 SP1 I am told that a newer version of Internet Explorer is already installed.

    Let me guess, reinstalling XP is my only option left? :-/


    Author Comment

    Forgot to mention:

    - Ran sfc /scannow twice. No change.
    - With startup after msconfig set to: no process SYSTEMN.INI; no process WIN.INI; load only Microsoft System Services; No load startup items; use original BOOT.INI -- no change.
    - I fixed the HijackThis log entry.
    LVL 97

    Expert Comment

    Instead of Tools > Internet Options >   Use Control Panel > Internet Options >

    For addons in Step 1, go to Control Panel > Internet Options > Advanced. Uncheck "Third party extensions". Click Ok. Reboot computer.

    Author Comment

    Read over reinstall instructions again and saw the suggestion to run the IE6 setup with /Q switch. Ran ie6setup.exe /Q after setting registry key to 0 for IsInstalled which allowed IE6 to run setup while bypassing the newer version message error. After restart I received .dll errors without letting Windows load. I was forced to restart again and used Last Known Good Configuration. A "Windows Update" window appeared after I logged on and said "Windows is now setting up the following items: - Browsing Services; -Internet Tools; -System Services". After waiting more than 20 minutes for the setup to progress beyond "Browsing Services", I pressed CTRL+ALT+DEL to Install Updates and Shut Down. After restart I logged in again and the Windows Update setup process iterated though Browsing Services/Internet Tools/System Services and  I was brought to the desktop as usual. IE browser launch = no change. Same error and close.

    Author Comment

    War1: I did the following

    For addons in Step 1, go to Control Panel > Internet Options > Advanced. Uncheck "Third party extensions". Click Ok. Reboot computer.

    I will try your other steps via that method unless/until I am given any more instructions.

    Accepted Solution

    I performed a repair on the Windows installation using the XP Pro CD and now IE works like a charm....not sure how to assign points in this case. :-/
    LVL 30

    Expert Comment

    Well, none of us suggested that so if you desire, you should be able to request a refund, see here.

    Or you could take a look at this FAQ on suggestions for closing a question.
    LVL 97

    Expert Comment


    It is OK to refund. I would suggest Delete instead of PAQ.  The solution asker used was to reinstall Windows.  That is not much to PAQ.
    LVL 1

    Expert Comment

    Closed, 500 points refunded.
    Community Support Moderator

    Featured Post

    Enabling OSINT in Activity Based Intelligence

    Activity based intelligence (ABI) requires access to all available sources of data. Recorded Future allows analysts to observe structured data on the open, deep, and dark web.

    Join & Write a Comment

    Several part series to implement Internet Explorer 11 Enterprise Mode
    This article offers some helpful and general tips for safe browsing and online shopping. It offers simple and manageable procedures that help to ensure the safety of one's personal information and the security of any devices.
    Shows how to create a shortcut to site-search Experts Exchange using Google in the Chrome browser. This eliminates the need to type out whenever you want to search the site. Launch the Search Engine Menu: In chrome, via you…
    How to create a custom search shortcut to site-search Experts Exchange using Google in the Firefox browser. This eliminates the need to type out whenever you want to search the site. Launch your Bookmark Menu: Press 'Ctrl +…

    734 members asked questions and received personalized solutions in the past 7 days.

    Join the community of 500,000 technology professionals and ask your questions.

    Join & Ask a Question

    Need Help in Real-Time?

    Connect with top rated Experts

    19 Experts available now in Live!

    Get 1:1 Help Now