Internet explorer 11 crashes

Posted on 2014-04-02
Medium Priority
Last Modified: 2016-11-23

I have a Dell Latitude 3330 Laptop running win 7 pro 64 and IE 11.  Sudenly last week I started having trouble with IE and office 2013.  When I open IE, it appears for around 15 sec. then crashes.  There are no error messages.  I have run virus scan - scanned the disk with another machine - and it was clean.  I tried it on the admin account and adding a new user account and it happens there as well.  It appears to be independent of User account.  

As reguards Office, Outlook 2013 gives an error: "Cannot start outlook. cannot open the outlook window, The set of folders cannot be opened.  The information store could not be opened"

These may be separate issues but they started at the same time.

In the windows logs I have quite a few errors under system events: 7000, 7001,7009, 10005.

I would appreciate any advice.  My next step will be to wipe and reload and waste a license......I'd rather avoid this.


Question by:jbasiliere67
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LVL 35

Expert Comment

by:Paul MacDonald
ID: 39973211
Look to see if IE is configured to use a proxy server.

Try installing a different browser to see if the problem is IE-specific.  If it is, remove and re-install IE to see if that resolves the problem.

Author Comment

ID: 39973355

IE is not configured with a proxy server.  It is IE specific.  Although, I can use another bowser for other things I need IE for access to our electronic medical record.  It is IE dependent.

Although you can't actually remove IE, I have tried downgrading back to version 10.  The problem continues with 10 and also when I upgrade back to 11.

Any more suggestions are appreciated.....
LVL 35

Expert Comment

by:Paul MacDonald
ID: 39973511
It seems some common DLL or control was corrupted, maybe by an update.  You can certainly try re-installing IE11 and/or Office to see if the problem goes away.  

Another possibility is to run SFC /ScanNow, which will check the versions of your system files and fix any it finds out of date.
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LVL 18

Expert Comment

ID: 39974027
what do you mean you lose a license?? if you reinstall. you can use the same product key to activate both windows and office if you are reinstalling it on the same hardware. if you do not have the product keys you can use applications that can extract the product keys. For example you can run magic jelly bean to pull the product keys to do the reinstall.

Accepted Solution

jbasiliere67 earned 0 total points
ID: 39975250
I meant for office.  I have a volume license.  Hopefully, it recognizes the same hardware and does not subtract one.

Anyway, the solution was that I did a full wipe of the machine and reinstalled everything.

Author Closing Comment

ID: 39985539
The solutions suggested did not resolve the issue.  I wiped and reloaded the machine which solved the issue

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