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Resolving Issues in Internet Explorer 9 or Earlier (Windows 7, Vista, XP)

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This document applies to HP PCs with Internet Explorer version 9 or earlier.
Various issues can occur while using Microsoft Internet Explorer (Internet Explorer) Web browser software. Select a section below that corresponds to the problem you are having in Internet Explorer. If you cannot find a section that best matches your problem, use the section on repairing Internet Explorer .

Spyware and browser hijacking issues

If the computer becomes slow when connecting to the Internet, your home page always changes to a page you do not want, unwanted icons appear on your Windows desktop, advertising windows pop-up repeatedly, or search bars display, your computer has spyware or adware.
Spyware and adware can be difficult to remove. See the following HP support document for more information about spyware and how to remove it from your computer: About Spyware, Adware, and Browser Hijacking Software .

Resetting Internet Explorer 9 or earlier settings

Resetting Internet Explorer settings can resolve many types of problems.
CAUTION:After using these steps you might need to reenter information in trusted Web pages, such as passwords or personal information.
  1. Open Internet Explorer.
  2. Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  3. Click the Advanced tab.
  4. Click Reset .
    Figure 1: Internet Options: Reset button
    Internet Options: Reset button
  5. When done, close all open Internet Explorer windows, reopen Internet Explorer, then try to view the Web page again.
    For more information and a video, see the Microsoft support article How to reset Internet Explorer settings .

Resetting Internet Protocol (IP) settings

Perform the steps in this section to reset your Internet Protocol settings in Windows. Resetting TCP/IP (Internet Protocol) can resolve issues such as always receiving a Page cannot be displayed message or 404 messages. Use the following steps to reset TCP/IP depending on which version of Windows you are using:
Select one of the following sections that matches the version of Windows on your computer:
In Windows Vista, use the following steps to reset the Internet Protocol:
  1. Click Start , click All Programs , click Accessories , then right-click Command Prompt .
  2. Select Run as administrator .
    Figure 2: Opening Command Prompt
    Opening Command Prompt
  3. At the command prompt, type the following: netsh int ip reset .
    This command returns a series of responses that end with OK! , then a request to restart the computer.
    Figure 3: IP reset
    Image of Command Prompt
  4. At the command prompt, type the following: netsh winsock reset .
    A success message is shown when the command passes.
    Figure 4: Reset the Winsock Catalog
    Image of Command Prompt
  5. Restart the computer. IP is reset.
In Windows XP, use the following steps to reset the Internet Protocol:
  1. Click Start , then click Run .
  2. Type the following into the Open field: netsh int ip reset c:\resetlog.txt
  3. Click OK .
  4. Restart the computer and try to log in and browse the Internet. If the problem persists, continue using these steps.
  5. If you have Windows XP Service Pack 2 or later, click Start , then click Run . Type netsh winsock reset in the Open field.
    If you do not have Service Pack 2, perform all the following steps to remove and restore the winsock files:
    CAUTION:The following steps involve editing the Registry. Make sure that you create a restore point or back up the Registry before continuing.
    Click Start , click Run , and then type the following into the Open field: regedit
    The Registry Editor displays.
    Click the plus sign (+) next to the following keys: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\
    Click Winsock , press the Delete key, and then click Yes to confirm the removal of the key.
    Click Winsock2 , press the Delete key, and then click Yes to confirm the removal of the key.
    Restart the computer. You must perform this step.
    Open the Network Connections window (from either Control Panel or the Network Places sidebar), right-click the network connection, and select Properties .
    Click Install , click Protocol , click Add , click Have Disk , and then type c:\windows\inf into the field.
    Click OK , and then select Internet Protocol (TCP/IP) from the list of available protocols.
    Click OK .
  6. Restart the computer and try to log in and browse the Internet.

Repairing Internet Explorer

If Internet Explorer has a problem that is not listed in this document, repair Internet Explorer.
CAUTION:After using these steps you might have to re-enter information in trusted Web pages, such as passwords or personal information.
NOTE:If you cannot repair Internet Explorer using the following steps, get the latest version of Internet Explorer from Microsoft (download or order a CD). For more information, go to the Microsoft Web page www.microsoft.com/windows/Internet Explorer/ (in English).
Select one of the following sections that matches the version of Windows on your computer:
Internet Explorer is integrated into Windows 7 and Vista. Use the System File Checker to repair Internet Explorer:
  1. Click Start , click All Programs , click Accessories , and then right-click Command Prompt.
  2. Select Run as administrator .
    Figure 5: Opening Command Prompt
    Opening Command Prompt
  3. Click OK if a User Account Control message opens.
  4. At the command line prompt, type the following: SFC /SCANNOW
    Figure 6: System File Checker
    Image of Command Prompt
    A window opens giving you the status of the files it found and fixed.
To repair or reinstall Internet Explorer for computers that have Windows XP SP2 installed, reinstall SP2 to reinstall Internet Explorer automatically.
To repair SP1 or earlier XP computers, click Start , then click Run . Type SFC /SCANNOW into the Open field, click OK , and wait until finished.
NOTE: If your computer has Media Center 2005, a message might display stating Insert Your Windows XP Professional CD2 Now . Click Cancel to continue. This message might display several times and does not affect the repair of standard files that came with your computer.
For more information, see Microsoft article 318378 (in English).

Uninstalling the current version of Internet Explorer

Internet Explorer offers important functions to the operating system and should not be removed. However, if Internet Explorer was updated on your computer, you can go back to the previous version.
To automatically uninstall Internet Explorer and go back to the last installed version, click the Microsoft Fix it Solution:
If you cannot use the Microsoft Fix it Solution, use the following steps to manually uninstall an updated version of Internet Explorer.
Select one of the following sections that matches the version of Windows on your computer:
To manually uninstall Internet Explorer on your computer, follow these steps:
  1. Click Start , click Control Panel , and select Uninstall a program .
  2. Click View installed updates from the left.
  3. Select the Internet Explorer update from the list of installed updates. It might be listed under Microsoft Windows.
  4. Click Uninstall and follow the messages as they open to uninstall Internet Explorer.
To manually uninstall Internet Explorer on your computer, follow these steps:
  1. Click Start , click Control Panel , and select Add or Remove programs .
  2. Select the checkbox Show updates at the top.
  3. Select the Internet Explorer update from the list of installed updates.
  4. Click Remove and follow the messages as they open to uninstall Internet Explorer.

Opening Internet Explorer 7 without add-ons

Over time, browser add-ins accumulate and can produce spyware problems, error messages, or Internet Explorer startup problems. You can start Internet Explorer 7 without any third-party add-ons using the following steps.
Select one of the following sections that matches the version of Windows on your computer:
To open Internet Explorer 7 without add-ons, follow these steps:
  1. Click Start , then type the following text into the Search field: iexplore -extoff
  2. Click iexplore -extoff from the search results.
    Figure 7: Opening Internet Explorer without add-ons
    Image of Windows 7 Start menu
    Internet Explorer opens without add-ons.
To open Internet Explorer 7 without add-ons, follow these steps:
  1. Click Start , Run , then type the following text into the text field: iexplore -extoff
  2. Click OK to open Internet Explorer without add-ons.

Home page cannot be changed in Internet Explorer 9 or earlier

This issue can occur because of spyware or because Norton Internet Security 2006 is installed with Home Page Protection enabled.
  1. Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. From the General Tab, in the Home page section, change the home page in the Address field (for example, www.hp.com).
    Figure 8: Change the home page
    Image of Internet Options General tab
  3. Click OK .
  4. If Norton Internet Security 2006 is installed, a Norton Antivirus Home Page Protection Alert window opens. Continue to the next step.
    If the home page does not change or changes to a different address than what you selected as the home page, update virus or adware definitions and scan the computer for spyware . Remove any spyware that is found. For more information, see About Spyware, Adware, and Browser Hijacking Software .
  5. Select the home page address that is listed after Change to: in the Home Page Protection Alert message.
    Figure 9: Home Page Protection Alert
    Home Page Protection Alert
  6. Click OK .
  7. The home page changes and the new home page opens when Internet Explorer is opened.

Images do not display in Internet Explorer 9 or earlier

If images do not load into Web pages, use the following steps:
Figure 10: Example of missing graphic placeholder
Example of missing graphic placeholder
  1. In Internet Explorer, click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. Click the Advanced tab and select Show pictures under Multimedia.
    • If Show pictures is not selected, check the box next to Show pictures , click OK , and reopen Internet Explorer. If pictures display, you are done.
    • If Show pictures is already selected, click Cancel , close the Internet Options window, and continue using these steps.
    Figure 11: Advanced tab of Internet Options window
    Advanced tab of Internet Options window
  3. Close Internet Explorer.
  4. showhide
    Open the Run window.
    In Windows 7 or Vista, click Start , then type run in the Search box. Click Run from the search results.
    In Windows XP, click Start , then click Run .
  5. Type the following into the Open field: regsvr32 /I mshtml.dll
  6. Click OK and open Internet Explorer.
    Images now display when browsing Web pages.
To change the font size in Internet Explorer, click View , click Font size or Text size , and then select the desired font.
Additionally, the font or text size can be adjusted by pressing and holding the Ctrl key while scrolling up or down with the mouse scroll wheel.
To zoom in Internet Explorer, look for the magnifying glass icon in the bottom-right hand corner of the Internet Explorer window. The default setting is 100%. Click the drop-down arrow next to the magnifying glass to adjust the zoom. This will change the font size in addition to everything else displayed in Internet Explorer.

Internet Explorer Error: "Enable ActiveX" or "Your current security settings prohibit the running of ActiveX controls"

To resolve this issue, reset Internet Explorer settings .

Error: Internet Explorer has encountered an error and needs to close

To resolve this error, make the following changes in Internet Explorer:
CAUTION:After using these steps, you might have to re-enter information in trusted Web pages, such as passwords or personal information.
First, reset Internet Explorer to disable 3rd party add-ons that might be causing problems. If the error continues, use the steps in the following section:
  1. In Internet Explorer, click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. Click the General tab, then click Delete under Browsing history.
    Figure 12: Delete browsing history
    Image of Internet Options General tab
  3. Make sure that the box next to Cookies is checked.
    Figure 13: Delete cookies
    Image of Delete Browsing History window
  4. Click Delete .
  5. In the Internet Options window, click the Programs tab then click the Manage add-ons button.
    Figure 14: Programs
    Image of Internet Options Programs tab
    Add-ons are ActiveX controls that change the way Internet Explorer functions. These can be toolbars, plug-ins, and other code that can interfere with the operation of Internet Explorer.
  6. Select any suspicious add-ons from the name list, then click Disable to prevent the add-on from opening when Internet Explorer is opened. Click Close when finished.
    Figure 15: Manage Add-ons
    Image of Manage Add-ons window
  7. In the Internet Options window, click the Advanced tab.
  8. Under Browsing, click Enable third-party browser extensions (requires restart) to clear the checkbox.
    Figure 16: Enable third-party browser extensions
    Image of Internet Options Advanced tab
    NOTE:Preventing third-party browser extensions removes search toolbars, gadgets, and Symantec's phishing filter notification from the top menu.
  9. Click OK .
  10. Restart the computer.
    The error no longer displays.
    NOTE:These errors are probably caused by browser extensions that were added by spyware or adware. If you want to use third-party browser extensions, read the HP support document About Spyware, Adware, and Browser Hijacking Software , to learn about removing spyware and adware and how to better protect your computer from these types of software. When protected, you can re-enable the use of third-party extensions.

Internet Explorer Error: A Runtime error has occurred. Do you wish to debug?

This error occurs when Internet Explorer cannot use the script from a Web page. These errors are harmless, but they can happen frequently and become annoying. You can turn the messages off by disabling script debugging.
To automatically disable script debugging, click the Microsoft Fix it Solution:
If you cannot use the Microsoft Fix it Solution, use the steps in the following section to manually disable script debugging:
You can manually disable script debugging in Internet Explorer by following these steps:
  1. Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. Click the Advanced tab.
  3. Click Display a notification about every script error to clear the checkbox.
    Figure 17: Advanced tab
    Image of Internet Options Advanced tab
  4. Select Disable script debugging (for both Internet Explorer and Other).
  5. Click OK and restart Internet Explorer.

Error: Page Cannot Be Displayed

When opening Internet Explorer after connecting to the Internet, the message Page Cannot be Displayed displays. Perform the following steps until this error message is resolved:
  1. The Web page that you are trying to reach might be out of service. Try visiting different Web sites to see if this message still displays from other sites. If the message appears when you visit other sites, continue following these steps.
  2. If the page display problems persist, continue.
  3. In Windows 7 or Vista, click Start , then type run in the Search box. Click Run from the search results.
    In Windows XP, click Start , then click Run .
  4. Type the following into the Open field: regsvr32 softpub.dll
  5. Click OK .
    If you typed the item correctly, a message displays stating that the RegSrv32 command succeeded.
    Figure 18: Success message
    Image of success message
  6. In Windows 7 or Vista, click Start , then type run in the Search box. Click Run from the search results.
    In Windows XP, click Start , then click Run .
  7. Type the following into the Open field: regsvr32 urlmon.dll
    If you typed the item correctly, a message displays stating that the RegSrv32 command succeeded.
  8. Click OK .
    A success window displays.
  9. Restart the computer then try browsing the Internet again.
    If the error persists, reset Internet Explorer settings .
    NOTE:If the error occurs on some sites, but not others, go to the Microsoft support article "The page cannot be displayed" error message when you try to view a Web page on a secure Web site (in English).

Error: Internet Explorer 7 could not be installed

The following message displays after you try to install the Internet Explorer 7 update:
Internet Explorer 7 could not be installed. You must restart your system to confirm that any changes to your system are undone.
This error can occur if system files cannot be updated or the installer is unable to write to the Registry keys. Make sure that Internet Explorer is being installed from a user account that has Administrative privileges. If you are trying to install the update from an Administrative account and the error continues, rights or permissions might need to be set in the Registry.
Use the automated Fix it solution from Microsoft before installing Internet Explorer.
For more information, see the Microsoft support article How to solve Internet Explorer 7 installation problems (in English).

Unable to close Internet Explorer

If you cannot close Internet Explorer by pressing the X in the upper right corner, then a 3rd party add-on is probably keeping the Window open. Reset Internet Explorer to disable 3rd party add-ons.

Unable to view secure Web sites in Internet Explorer (such as online banking)

Normal Web pages can be viewed, but secure Web pages, such as shopping pages or pages that deal with personal information, cannot be viewed.
To automatically restore Windows security settings to their default settings, click the Microsoft Fix it Solution:
If you cannot use the Microsoft Fix it Solution, use the following steps to reset SSL encryption so that secure pages can be viewed:
  1. Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. Click the Security tab.
  3. Select Trusted Sites .
  4. If available, click the Default Level button.
    Figure 19: Security tab
    Image of Internet Options Security tab
  5. Click the Advanced tab and scroll to the Security Options section.
  6. Select Use SSL 2.0 and Use SSL 3.0 if they are not already selected.
    Figure 20: Use SSL
    Image of Internet Options Advanced tab
  7. Click the Content tab.
  8. Click the Clear SSL state button.
    Figure 21: Clear SSL state
    Image of Internet Options Content tab
  9. Click Apply .
    You can now view secure Web sites. Browse to a secure Web page to make sure. If you still cannot access the page, use the remaining steps to resolve the problem.
  10. If you are using Internet Explorer 7 or 8, follow these steps to temporarily disable the built-in phishing filter:
    1. In Internet Explorer, click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
    2. Go to the Web site and try again.
      CAUTION:With the phishing filter off, you must know and trust the Web site that you are trying to view. Do not type any personal information into a Web form unless you can verify that the site is reputable.
    3. After you have visited the site, enable the phishing filter.
  11. Re-register the .dll files:
    To automatically re-register the .dll files, click the Microsoft Fix it Solution:
    If you cannot use the Microsoft Fix it Solution, use the following steps to manually re-register the .dll files:
    In Windows 7 or Vista, click Start , then type run in the Search box. Click Run from the search results.
    In Windows XP, click Start , then click Run .
    Type the following in the Open field: regsvr32 softpub.dll . Then click OK .
    If you typed the item correctly, a message displays stating that the RegSrv32 command succeeded. Click OK in the message that displays on the screen.
    Figure 22: Success message
    Image of success message
    Repeat step 2 for the remaining items in the list:
    • regsvr32 wintrust.dll
    • regsvr32 initpki.dll
    • regsvr32 dssenh.dll
    • regsvr32 rsaenh.dll
    • regsvr32 gpkcsp.dll
    • regsvr32 sccbase.dll
    • regsvr32 slbcsp.dll
    • regsvr32 cryptdlg.dll
    Restart the computer.
    You can now view secure Web sites.

Unable to view certain Web sites that require cookies in Internet Explorer

Normal Web pages can be viewed, but Web pages that require cookies do not open or open slowly. Use the following steps to allow use of cookies:
NOTE:Using these steps could allow Web sites to install tracking cookies (cookies that typically keep track of Web site usage information; sometimes considered spyware).
  1. Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. Click the Privacy tab, then click Advanced .
    Figure 23: Privacy tab
    Image of Internet Options Privacy tab
  3. Select Override automatic cookie handling .
    Figure 24: Advanced Privacy Settings
    Image of Advanced Privacy Settings window
  4. Select Always allow session cookies , then select Accept under First-party cookies and Third-party cookies.
  5. Click OK and restart the computer.

Internet Explorer icon missing from desktop

To automatically add an Internet Explorer icon, click the Microsoft Fix it Solution:
NOTE:This Microsoft Fix it Solution does not work in Windows 7. Use the steps below to restore the missing icon.
If you cannot use the Microsoft Fix it Solution, manually add the icon as follows:
  1. Click Start , All Programs , then click the Internet Explorer start menu item and hold the left mouse button.
  2. Drag the Internet Explorer Start menu item to an open area of the desktop and release the left mouse button.
    Figure 25: Moving the Internet Explorer icon
    Image of the Start menu

Missing File Menu, Address bar, or all menu items

To automatically re-enable a missing file menu, address bar, or all menu items, click the Microsoft Fix it Solution:
If you cannot use the Microsoft Fix it Solution, manually re-enable missing menu items as follows:
  • If most of the menu items are missing, press F11 to turn Full Screen Mode off.
  • If the File menu is missing from the menu bar, press the Alt key to open the file menu. To permanently display the File menu, right-click anywhere in the top area of the Internet Explorer window, then select Menu bar .
  • If any other toolbar is missing, click View , Toolbars , then select the name of the toolbar that is missing. Any toolbar with a check is always displayed.

No sound from Web pages in Internet Explorer

Use the following steps to restore sound from Internet Explorer depending on your operating system:
In Windows XP, use the following steps:
  1. Click Start , then click Control Panel .
  2. Click Sounds, Speech and Audio Devices , then click Sounds and Audio Devices .
  3. Click the Sounds tab.
  4. In the Program events list, find and select Windows Explorer .
  5. Select Complete Navigation and set sounds to notify.wav .
  6. Start Navigation and set the "sounds " to Windows XP Start.wav .
  7. Click OK .
    If you still cannot hear sound, see No sound in Windows 98, ME, and XP

The saved password and the password you typed do not match (Internet Explorer 6 and XP)

You might have forgotten or lost the password for Content Advisor. Use the following instructions to reset the password:
CAUTION:The following steps involve editing the Registry. Make sure you create a restore point or back up the Registry before continuing.
  1. Click Start , then click Run .
  2. Type Regedit into the Open field.
  3. Click the plus sign (+ ) next to each of the following keys (folders):
    • HKEY_LOCAL_MACHINE, SOFTWARE
    • Microsoft
    • Windows
    • Current Version
    • Policies
    • Ratings
  4. Make sure Ratings is selected in the left pane of the window. In the right pane, click Key , then press the Delete key on the keyboard.
    Figure 26: Ratings key in Regedit
    Ratings key in Regedit
  5. Close the Registry Editor and restart the system.
  6. Open Internet Explorer.
  7. Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  8. Click the Content tab.
  9. If a message displays and asks for a password, click OK to continue.
  10. Click Enable and select the rating options that meet your needs.
  11. Click the General tab and select Change Password in the Supervisor Password area .
  12. Type a new password in the New Password field and in the Confirmation field.
  13. Click OK in the Password Settings window, then click OK in the Content Advisor and Internet Options windows.
  14. Close then reopen Internet Explorer for the changes to take effect.

Internet Explorer 9: I keep getting asked to install ActiveX controls, even after I have installed them

If you are repeatedly asked to install ActiveX controls from the same Web site, turn off ActiveX Filtering.
Click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click ActiveX Filtering to clear the checkbox. ActiveX Filtering is disabled when the checkbox is cleared.

Internet Explorer 9 installation problems

Internet Explorer 9 can be installed only on computers with Windows 7 or Windows Vista with Service Pack 2.
If you are having problems installing Internet Explorer 9, select one of the following sections that matches the version of Windows on your computer:
A performance and functionality update from Microsoft is required before installing Internet Explorer 9. To install this update, go to the Microsoft Support article, A performance and functionality update is available for Windows 7 (in English).
This update is also available as part of Windows 7 Service Pack 1. To install Service Pack 1, go to the Microsoft Support article, Learn how to install Windows 7 Service Pack 1 (SP1) (in English).
After installing the update or SP1, you are ready to install Internet Explorer 9.
If your computer has Windows Vista, make sure that Service Pack 2 is installed first. To install SP2, go to the Microsoft Support article, How to obtain the latest Windows Vista service pack (in English).
After installing SP2, you need to install two updates from Microsoft, in this order, before installing Internet Explorer 9:
  1. NOTE:The Windows Graphics, Imaging, and XPS Library must be installed first.
After installing these updates, you are ready to install Internet Explorer 9.

Internet Explorer 9: Not all of the items display when I am checking out from online stores

If there are items missing from the page when you check out from online stores in Internet Explorer 9, turn off the Tracking Protection List:
  1. In Internet Explorer, click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Tracking Protection .
  2. Select the list, then click Disable .
    Figure 27: Tracking Protection
    Image of the Tracking Protection window
    All of the items now display on the page.

Internet Explorer 9 Error: Internet Explorer has stopped working

The following message displays in Internet Explorer 9:
Internet Explorer has stopped working
This error can be caused by hardware or drivers that are not compatible with hardware acceleration. To resolve this error, run Internet Explorer 9 in Software Rendering Mode:
  1. In Internet Explorer, click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Internet Options .
  2. Select Use software rendering instead of GPU rendering .
    Figure 28: Use software rendering
    Image of Internet Options Advanced tab
  3. Click OK .
  4. Restart the computer and attempt to browse the Internet.
    NOTE: If the issue persists, a browser add-on may be causing this isue. Open Internet Explorer without add-ons (see other section) to see if the problem goes away. If so, uninstall or disable the add-on.

Internet Explorer 9 stops working when I visit Web sites with a Java plug-in

Use one of the following steps to open Web sites with a Java plug-in with Internet Explorer 9:
  • Update the Java on the computer to Version 6 Update 24 or higher.
  • Add the Web site to the compatibility view list:
    1. Open Internet Explorer and go to the Web site that causes it to stop working.
    2. In Internet Explorer, click Tools from the Menu bar (if the Menu bar is not displayed, press Alt to open it), then click Compatibility View settings .
      Figure 29: Compatibility View Settings
      Image of Compatibility View Settings window
    3. Enter the URL for the Web site, then click Add .
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