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HP Notebook PCs - Resolving Internet Explorer Issues

This document applies to Internet Explorer version 6, 7, or 8 and Microsoft Windows 98, Me, XP, and Vista.

Various issues can occur when using Microsoft Internet Explorer (IE) 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 hi-jacking issues

If the computer becomes slow when connecting to the Internet, your home page keeps changing to a page that you do not want, unwanted desktop links display, 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 settings

Resetting settings in Internet Explorer versions 7 or 8 can resolve many types of problems.

CAUTION: After using these steps you might need to re-enter information in trusted Web pages, such as passwords or personal information.

To automatically reset Internet Explorer settings, click the Microsoft Fix it Solution:

If you cannot use the Microsoft Fix it Solution, use the following steps to manually reset the settings:

  1. Open Internet Explorer, click Tools , and then click Internet Options .

  2. Click the Advanced tab.

  3. Click Reset .

    Figure 1: Internet Options: Reset button

    Internet Options: Reset button
  4. When done, close all open Internet Explorer windows, reopen Internet Explorer 7, and then try to view the web page again.

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Resetting Internet Protocol 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:

Resetting IP in Windows Vista

In Windows Vista, use the following steps to reset the Internet Protocol:

  1. Click Start , click All Programs , click Accessories , and then right-click Command Prompt.

  2. Select Run as administrator .

    Figure 2: Opening Command Prompt

    Opening Command Prompt
  3. At the C:\Windows\System32 command prompt, type the following: netsh int ip reset .

    This command returns a series of responses that end with OK , and then a request to restart the computer.

  4. Close the Command Prompt window and restart the computer.

  5. Click Start , click All Programs , click Accessories , and then right-click Command Prompt.

  6. Select Run as administrator .

  7. At the C:\Windows\System32 command prompt, type the following: netsh winsock reset .

    A success message is shown when the command passes.

  8. Restart the computer. IP is reset.

Resetting IP in Windows XP

In Windows XP, use the following steps to reset the Internet Protocol:

  1. Click Start , and 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 , and 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.
    1. Click Start , click Run , and type the following into the Open field: regedit

      The Registry Editor displays.

    2. Click the plus sign (+) next to the following keys: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\

    3. Click Winsock , press the Delete key, and click Yes to confirm the removal of the key.

    4. Click Winsock2 , press the Delete key, and click Yes to confirm the removal of the key.

    5. Restart the computer. You must perform this step.

    6. Open the Network Connections window (from either Control Panel or the Network Places sidebar), right-click the network connection, and select Properties .

    7. Click Install , Protocol , Add , Have Disk , and type c:\windows\inf into the field.

    8. Click OK , and select Internet Protocol (TCP/IP) from the list of available protocols.

    9. Click OK .

  6. Restart the computer and try to log in and browse the Internet.

Resetting IP in Windows 98 and Me

In Windows 98 and Me, use Microsoft Article Q241344, Error Message: The Page Cannot Be Displayed Non-HP site (in English) to reset IP settings and troubleshoot page cannot be displayed messages. The steps to troubleshoot this error involve advanced technical knowledge of Windows.

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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 reenter 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 www.microsoft.com/windows/ie/ Non-HP site (in English).

Repair Internet Explorer in Vista

Internet Explorer is integrated into Windows Vista. To repair Internet Explorer, repair the system

  1. Click Start and type COMMAND in the Start Search field - do not press Enter .

  2. Right-click Command Prompt from the search results list, and select Run as administrator .

  3. Click OK if a User Account Control message opens.

  4. At the command line prompt, type the following: SFC /SCANNOW

    A window opens giving you the status of the files it found and fixed.

  5. When done. close the window by typing EXIT .

Repair Internet Explorer in XP

To repair or reinstall IE for computers that have had SP2 installed, reinstall SP2, and this automatically reinstalls IE. To repair SP1 or earlier XP computers, click Start , and 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 Profession 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, How to reinstall or repair Internet Explorer in Windows Vista and Windows XP (318378) Non-HP site (in English).

Repair Internet Explorer in 98 and Me

  1. Click Start , click Settings , and then click Control Panel .

  2. Double-click the Add or Remove Programs icon.

  3. Click the Install or Uninstall tab.

  4. Select Internet Explorer and Internet Tools , and then click Add or Remove .

  5. A menu with three options displays. Select Repair Internet Explorer and follow the prompts until it restarts.

  6. If a new version of IE is available for download from Microsoft, upgrade to a newer version of Internet Explorer.

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Uninstalling Internet Explorer

Internet Explorer offers important functions to the operating system and should not be removed. However, if Internet Explorer was updated to a later version, you can go back to the last previous version.

To automatically uninstall Internet Explorer 8 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:

  • In Windows Vista:

    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.

    4. Click Uninstall and follow the messages as they open to uninstall Internet Explorer.

  • In Windows XP:

    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.

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Opening Internet Explorer 7 or 8 without Add-ons

Over time, browser add-ins accumulate and can produce spyware problems, error messages, or IE startup problems. You can start Internet Explorer 7 without any third-party add-ons or by using the following steps:

In Vista: click Start , and type the following text into the Start Search field: iexplore -extoff

In Windows XP: click Start , Run , and type the following text into the text field: iexplore -extoff

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Home page cannot be changed

This issue can occur because of spyware or because Norton Internet Security 2006 is installed with Home Page Protection enabled.

  1. Open Internet Explorer, click Tools , and then click Internet Options .

  2. From the General Tab, in the Home page section, change the Address field to the home page address (for example, www.hp.com).

  3. Click OK .

  4. If Norton 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 3: 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.

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Images do not display

If images do not load into web pages, use the following steps:

Figure 4: Example of missing graphic placeholder

Example of missing graphic placeholder
  1. In Internet Explorer, click Tools , and then click Internet Options .

  2. Click the Advanced tab and select Show pictures under Multimedia.

    • If Show pictures is not selected, select Show pictures , click OK , and reopen Internet Explorer. You are done.

    • If Show pictures is already selected, click Cancel , close the Internet Options window, and continue using these steps.

    Figure 5: Advanced tab of Internet Options window

    Advanced tab of Internet Options window
  3. Close Internet Explorer.

  4. Click Start , click Run , and type the following into the Open field: regsvr32 /I mshtml.dll

  5. Click OK and open Internet Explorer.

    Images now display when browsing web pages.

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Error: "Enable Active X" or "Your current security settings prohibit the running of Active X controls"

Perform the following steps to resolve this issue:

  1. Open Internet Explorer.

  2. Click Tools , click Internet Options , and then click the Security tab.

  3. With Internet selected as the zone, click the Default button.

  4. Close all open IE windows, reopen IE, and try to view the Active X content in the web page again.

  5. Continue if you are using IE 6 and XP. If you are using IE 7, reset Internet Explorer 7 settings .

  6. Close IE.

  7. Click Start , click Run , and type the following in the Open field: sfc /scannow .

    NOTE: It might take 10 minutes or longer for the scan to complete.
  8. When the System File Checker Utility has finished scanning, close the Command window. Restart the computer, and try visiting the web site again.

    NOTE: If your computer has Media Center 2005, a message might display stating "Insert Your Windows XP Profession 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.
  9. If the issue still exists, enable SSL and reset the SSL cache using instructions in the section Unable to view secure Web sites .

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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. For more information, see the Microsoft support article Error message when you try to install Internet Explorer 7: "Internet Explorer could not be installed" Non-HP site (in English).

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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.
  1. Open Internet Properties:

    • In Windows Vista, click Start , and type the following into the Start search field: inetcpl.cpl

    • In Windows XP, click Start , click Run , and type the following into the Open field: inetcpl.cpl

    • In Windows 98 and Me, click Start , click Settings , click Control Panel , and double-click Internet Options .

  2. In IE 7, click the General tab, and click Delete from the browsing history section, and then click the Delete Cookies button.

    In IE 6, click the General tab, and click Delete Cookies .

  3. Click OK on the confirmation window that opens.

  4. In IE 7, click the Delete files button, click OK on the confirmation window that opens, and then click Close .

    In IE 6, from the General tab, click Delete Files, select Delete all offline content , and click OK .

  5. Click the Programs tab and then click the Manage add-ons button.

  6. Add-ons are active-x controls that change the way Internet Explorer functions. These can be toolbars, plug-ins, and other code that can interfere with the operation of IE.

    Select any suspicious add-on names from the name list and select disable to prevent the add-on code from opening when IE is opened.

  7. Click the Advanced tab. Remove the checkmark from Enable third-party browser extensions (requires restart) .

    NOTE: Preventing third-party browser extensions removes search toolbars, gadgets, and Symantec's phishing filter notification from the top menu.
  8. Click OK , and click OK again to restart the computer.

    The error no longer displays.

    For more information, see Microsoft support article Error message when you start Internet Explorer in Windows XP: "Microsoft Internet Explorer has encountered a problem and needs to close. We are sorry for the inconvenience" Non-HP site (in English).

    NOTE: These errors are probably caused by browser extensions that were added by spyware or adware. If you want use third-party browser extensions, use the HP support document About Spyware, Adware, and Browser Hijacking Software (in English), to learn about removing spyware and adware and how to better protect your computer from these types of software. When protected, you can reenable the use of third-party extensions.

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

This error occurs when IE cannot use the script from a Web page. These errors are harmless, but 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 following steps to manually disable script debugging:

  1. From IE, click Tools , click Internet Options , and then click Advanced .

  2. Remove the checkmark from Display a notification about every script error .

  3. Select Disable script debugging (for both IE and other).

  4. Click OK and restart IE.

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Error: Page Cannot Be Displayed

When opening IE 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 visiting other sites also cause the message, continue using these steps.

  2. If you are using IE 7, reset Internet Explorer 7 settings and try again.

    If the page display problems persist, continue.

  3. In Windows Vista, click Start , and type the following into the Start Search field: regsvr32 softpub.dll

    In Windows XP , click Start , click Run , and type the following into the Open field: regsvr32 softpub.dll

  4. In Windows Vista, click Start , and type the following into the Start Search field: regsvr32 urlmon.dll

    In Windows XP, click Start , click Run , and type the following into the Open field: regsvr32 urlmon.dll

  5. Restart the computer and then try browsing the Internet again.

    If the page display problems persist, continue.

  6. Open Internet Explorer, click Tools , and then click Internet Options .

  7. Click the Programs tab, and then click Reset Web Settings .

  8. Try again. If the error persists, reset the Internet protocol .

    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 Non-HP site (in English).

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Unable to close Internet Explorer

If you cannot close Internet Explorer by pressing the X in the upper right corner does not close the Window, then a 3rd party add-on is probably keeping the Window open. Use the following steps to disable all 3rd party extensions:

  1. Open Internet Explorer.

  2. click Tools , Internet options , and click the Advanced tab.

  3. Remove the checkmark from third-party browser extensions under the browsing header.

  4. Restart the computer.

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Unable to view secure Web sites (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. Use the following steps to reset SSL encryption so that secure pages can be viewed:

  1. Open Internet Explorer, click Tools , click Internet Options , and then click the Security tab.

  2. Select Trusted Sites , and then click the Default Level button.

  3. Click the Advanced tab and scroll to the Security Options section.

  4. Select Use SSL 2.0 and Use SSL 3.0 if they are not already selected.

  5. Click the Content tab.

  6. Click the Clear SSL State button, and then click OK .

    You can now view secure Web sites if you had to make any selection. Browse to a secure Web page to make sure. If you still cannot access the page, use the remaining steps to resolve the problem.

  7. If you are using IE 7, temporarily disable the built-in phishing filter, using the following steps:

    1. Open IE 7.

    2. Click Tools , click Phishing Filter , and then click Turn Off Automatic Web site Checking .

    3. 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.
    4. After you have visited the site, enable the phishing filter.

  8. In Windows XP and Vista, 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:

    1. In Windows Vista, click Start .

      In Windows XP, click Start , and then click Run .

    2. Type one of the following items in the Start Search box (Vista) or Open box (XP). Then press Enter .

      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. Then open the Start Search box (Vista) or Open box (XP) again, and type the next item in the list.

      • regsvr32 softpub.dll

      • regsvr32 wintrust.dll

      • regsvr32 initpki.dll

      • regsvr32 dssenh.dll

      • regsvr32 rsaenh.dll

      • regsvr32 gpkcsp.dll

      • regsvr32 sccbase.dll

      • regsvr32 slbcsp.dll

      • regsvr32 cryptdlg.dll

    3. Restart the computer.

    You can now view secure Web sites.

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Unable to view certain web sites that require cookies

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. From Internet Explorer, click Tools , and select Internet Options .

  2. Click the Privacy tab and then click Advanced .

  3. Select Override automatic cookie handling

  4. Select Always allow session cookies , and then select Accept under First-party cookies and Third-party cookies.

  5. Click OK and restart the computer.

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Internet Explorer icon missing from desktop

To automatically add an Internet Explorer icon, click the Microsoft Fix it Solution:

If you cannot use the Microsoft Fix it Solution, manually add the icon as follows:

  1. Click Start , and then click and hold the left mouse button on the Internet Explorer start menu item.

  2. Drag the Internet Explorer Start menu item over the desktop and release the left mouse button.

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Missing File Menu, Address bar, or all menu items

If most of the menu items are missing, press F11 . Full screen mode was enabled.

If the file menu is missing and you are using IE 7 or Vista, press the Alt key to open the file menu. To permanently open the Menu bar select Menu bar from the Tools menu.

If any other toolbar is missing, click Tools , click Toolbars , and select the name of the toolbar that is missing.

If the address bar is missing, perform the following steps until the Address bar redisplays:

  1. Open Internet Explorer.

  2. Click View , click Toolbars , and select Address Bar if it is not already selected.

    If you had to select Address Bar, it should display. If not continue.

  3. Click View , click Toolbars , and remove the selection from Lock the Toolbars .

  4. Position the mouse cursor over the bottom of the top menu where the web page meets the menu until it turns into a double edged arrow. Drag the border down until the address bar displays.

    Figure 6: Displaying the Address bar

    Displaying the Address bar
  5. If the Address Bar still does not display, click Tools , click Internet options , click Advanced , and remove the checkmark next to Enable third party browser extensions .

  6. Click OK and see if the Address Bar displays.

  7. If the Address Bar still does not display, use the HP Support document Using Microsoft System Restore to go back to a known time when the Address Bar was visible.

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No sound from web pages in Internet Explorer (XP)

To hear sound while viewing web pages with audio, perform the following steps:

  1. Click Start , and then click Control Panel .

  2. Click Sounds, Speech and Audio Devices and 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 .

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

The password for Content Advisor has been forgotten. Put in a new password, using the instructions below:

CAUTION: The following steps involve editing the Registry. Make sure that you create a restore point or back up the Registry before continuing.
  1. Click Start , and 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 window and appears open. Select the icon called Key in the right pane and press the Delete key on the keyboard.

    Figure 7: Ratings key in Regedit

    Ratings key in Regedit
  5. Close the Registry Editor and restart the system.

  6. Open Internet Explorer.

  7. Click Tools , click Internet Options , and then click the Content tab.

  8. If a message displays and asks for a password, do not type anything and click OK .

  9. Click Enable and select the rating options that meet your needs.

  10. Click the General tab and select Change Password in the Supervisor Password area .

  11. Type a new password into the New Password field and in the confirmation field.

  12. Click OK in the Password Settings window, and then click OK in the Content Advisor and Internet Options windows.

  13. Close and then reopen Internet Explorer for the changes to take effect.

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The menu bar and the toolbar are missing in Internet Explorer

To automatically add the menu and the toolbar to Internet Explorer, click the Microsoft Fix it Solution:

How to change font or text size in Internet Explorer

To change the font size in Internet Explorer, click View , 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 dropdown 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.

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