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Need to fix IE - will only open to Internet ONCE

Posted on 2008-06-25
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Last Modified: 2013-12-09
I have a customer that is able to open Internet Explorer when he FIRST turns on his computer. IF he closes the IE window, he is unable to access the Internet again unless he reboots his machine. We have tried uninstalling IE 7 and using IE 6.1 but the problem remains. I have looked through the previous questions related to Internet Explorer and did not find anything that might resolve the problem.

ALSO, there are 9 other workstations (all peer-to-peer) using Symantec EndPoint protection, XP Pro SP3 & IE7...and none of these workstations are having a problem. This workstation just had a new hard drive installed and all software re-installed. It was supposed to be 'clean'. It worked without a problem for the first week after it was re-installed. The only other bit of information that I could glean from the customer was that the user was out for a week and one of the other office workers had been using this workstation intermittently. No mention of an error or answering a prompt incorrectly... We all know how that works!

I won't be able to look at the machine until next monday. I usually use NTR or WebEx to remotely administer a machine...but I cannot get either to work on this machine. I will install Mozilla or Maxthon to verify that the Internet is working and that I can re-open the program without issue.. Since it is a long drive and I cannot WAIT for replies after I post...ANY suggestions or areas to look would be greatly appreciated before I get to the customer site.
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Question by:Dubbi47
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war1 earned 500 total points
ID: 21870073
Hello Dubbi47,

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. If no joy, check if a program running in the background is interfering with Internet Explorer. Temporarily disable antivirus and other security programs, firewall, toolbars like Google and Yahoo, and desktop programs like MSN and Goole.

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

4. 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.

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. Create a new user account in Windows.

7. If no joy, 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

Hope this helps!
war1
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Author Closing Comment

by:Dubbi47
ID: 31470778
The problem was an add-on that was corrupt. After disabling the add-ons and determining which add-on (spybot s & d). I uninstalled and re-installed that program and everything works great.
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Expert Comment

by:war1
ID: 21921735
Dubbi47, glad the problem is fixed.
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