internet explorer 7 - Internet Explorer cannot display the webpag

Discussion in 'Internet Explorer' started by sandy j, May 5, 2009.

  1. sandy j

    sandy j Guest

    hi,
    i hope i'm in the correct place to post this question.
    i'm using a custom built pc, w/ a newly installed windows xp pro x64 os,
    connect to the internet via dsl, 3 hard drives ( 'c' and 'f' raid drives),
    2500 gb memory, cd and cd/dvd burner. the os, drivers, sp 1 and sp 2 were
    installed when the computer was taken into a local repair shop when it died a
    couple of months ago.
    i've been trying to get the computer back to a familiar state. there are
    several thing i need to fix/change/correct, but right now i'm focusing on
    internet explorer because some of fixes access/link the internet via internet
    explorer.
    when i try to access internet explorer i get the following error message
    page 'internet explorer cannot display the webpage'. i've tried the fixes up
    to and including running 'fix it' software on one of the troubleshooting
    steps . i then tried to access internet explorer with no success.
    i use aol as my isp, and that's how i've been able to get on line... this
    may sound like a d.a. question but i'll asking it anyway. can i go into
    control panel / add remove / and uninstall internet
    explorer and reinstall it? is it possible it will then work? if not, do you
    have another solution?
    i'd greatly appreaciate any easy to understand, detailed instructions.

    thanks in advance
     
    sandy j, May 5, 2009
    #1
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  2. How/in what way did the machine "die a couple of months ago"?

    Uninstalling/reinstalling IE7 isn't going to fix this.

    Did the repair shop replace your previous HDD(s) or did they *format* and
    reinstall Windows on your existing boot drive? Did the shop use your WinXP
    CD (or, possibly, the hidden Recovery partition) to install Windows? Any
    particular reason the shop didn't install (WinXP) SP3?

    Who installed IE7, you or the shop?

    Is Automatic Updates enabled?

    Right-click on C:\Program Files\Internet Explorer\IEXPLORE.EXE <=this file
    (assuming C: is the boot drive) | Select Properties | Version (tab): What
    version is displayed here?

    What anti-virus application or security suite is installed and is your
    subscription current? What anti-spyware applications (other than Defender)?
    What third-party firewall (if any)?

    Has a Norton or McAfee application ever been installed on this machine
    (e.g., a free-trial version that came preinstalled when you bought it)?
     
    PA Bear [MS MVP], May 5, 2009
    #2
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  3. sandy j

    sandy j Guest

    Robear,
    Thanks for your quick response.
    i was told i had a virus, malware and spyware. prior to the trip to the
    repair shop, i couldn't access the desktop, the computer was in a looping
    reboot cycle. i was told the hard drive was formatted and the new operating
    system was installed (windows xp pro 32 bit was previously installed, but i
    don't have the os disc (i purchased the computer from an acquaintance) so i
    purchased a new os disc. the new os was installed at the repair shop along
    with the x64 drivers and internet explorer. after checking the microsoft
    available downloads i didn't see that a sp3 was available for xp x64 and i
    assumed the shop was under the same impression. automatic updates is enabled.
    prior to the virus (?) i was using aol supplied mcafee, ad-aware and spybot.
    i'm now using avast anti virus (supplied by the repair shop), ad-aware,
    spybot, microsoft defender, microsoft malicious software removal tool
    (kb890830 x64-v2.9), and microsoft's firewall.
    i think i've answered all your questions but please advised if there's
    anything i missed or additional you need.
    again, thanks for your time
     
    sandy j, May 6, 2009
    #3
  4. Had you stated it was a WinXP 64-bit machine, I wouldn't have asked about
    SP3. <wink>

    Repost:--
    ~PA Bear
     
    PA Bear [MS MVP], May 6, 2009
    #4
  5. sandy j

    sandy j Guest

    sorry, i thought i mentioned which os was installed in my original post.
    also, sorry, i omitted the ie information you requested. ie ver.
    7.0.6000.16827, installed at the repair shop, and automatic updates are
    enabled.
    thanks
     
    sandy j, May 6, 2009
    #5
  6. The good news is that the machine appears to be fully patched, at least as
    of 14 April 2009. The bad news is that the behavior /could/ be caused by
    hijackware.

    Start here:

    How to troubleshoot network connectivity problems in Internet Explorer
    [ignore APPLIES TO section if you're not running Vista or IE7]
    http://support.microsoft.com/kb/936211

    If no joy...

    1. Does the behavior persist if you start IE in No Add-ons mode? To start
    IE in No Add-ons mode:

    => Right-click on the blue IE desktop icon and select Start without
    Add-ons; or

    => Start | (All) Programs | Accessories | System Tools | Internet
    Explorer (No add-ons).

    Troubleshooting and Internet Explorer’s (No Add-ons) Mode:
    http://blogs.msdn.com/ie/archive/2006/07/25/678113.aspx

    2. Does the behavior persist if you Reset IE Advanced settings (RIES)?
    http://support.microsoft.com/kb/923737 <= Read before using!

    3. Does the behavior persist if you boot into Safe Mode with Networking?
    [Careful! Only remain in Safe Mode just long enough to test!]

    A description of the Safe Mode Boot options in Windows XP:
    http://support.microsoft.com/kb/315222
     
    PA Bear [MS MVP], May 6, 2009
    #6
  7. sandy j

    sandy j Guest

    Hi PA Bear,
    thanks for your reply. i had tried all the (troubleshooting) fixes prior to
    posting my question but tried them again just in case i missed something. i
    still have the same result/error message (internet explorer cannot display
    the webpage).
    is there anything else i can try or do (outside of blowing this thing up)?
    is there any other information i can provide that might give a clue as to
    what the problem is?
    thanks
    --
    sandy j


     
    sandy j, May 6, 2009
    #7
  8. Assuming this is a sudden, new problem (and you've tested #1 thru #3 in my
    previous reply)...

    There is a very good chance that you are seeing the effects of a hijackware
    infection!

    NB: If you had no anti-virus application installed or the subscription had
    expired *when the machine first got infected* and/or your subscription has
    since expired and/or the machine's not been kept fully-patched at Windows
    Update, don't waste your time with any of the below: Format & reinstall
    Windows. A Repair Install will NOT help!

    1. See if you can download/run the MSRT manually:
    http://www.microsoft.com/security/malwareremove/default.mspx

    NB: Run the FULL scan, not the QUICK scan! You may need to download the
    MSRT on a non-infected machine, then transfer MRT.EXE to the infected
    machine and rename it to SCAN.EXE before running it.

    2. [WinXP ONLY!! =>] Run the Windows Live Safety Center's 'Protection' scan
    (only!) in Safe Mode with Networking, if need be:
    http://onecare.live.com/site/en-us/center/howsafe.htm

    3. Run a /thorough/ check for hijackware, including posting the requested
    logs in an appropriate forum, not here.

    Checking for/Help with Hijackware
    http://aumha.net/viewtopic.php?f=30&t=4075
    http://mvps.org/winhelp2002/unwanted.htm
    http://inetexplorer.mvps.org/data/prevention.htm
    http://inetexplorer.mvps.org/tshoot.html
    http://www.mvps.org/sramesh2k/Malware_Defence.htm
    http://www.elephantboycomputers.com/page2.html#Removing_Malware

    **Seek expert assistance in
    http://spywarehammer.com/simplemachinesforum/index.php?board=10.0,
    http://forums.spybot.info/forumdisplay.php?f=22,
    http://www.dslreports.com/forum/cleanup, http://aumha.net/viewforum.php?f=30
    or other appropriate forums.**

    If these procedures look too complex - and there is no shame in admitting
    this isn't your cup of tea - take the machine to a [different <wink>] local,
    reputable and independent (i.e., not BigBoxStoreUSA) computer repair shop..
    --
    ~Robear Dyer (PA Bear)
    MS MVP-IE, Mail, Security, Windows Desktop Experience - since 2002


     
    PA Bear [MS MVP], May 6, 2009
    #8
  9. YW & keep us posted on your progress, please.

     
    PA Bear [MS MVP], May 7, 2009
    #9
  10. sandy j

    sandy j Guest

    sure will but i'll be a little busy the next couple of days, so i might not
    get back to you until the weekend or early next week .....thanks again
    --
    sandy j


     
    sandy j, May 7, 2009
    #10
  11. sandy j

    sandy j Guest

    Hi PA Bear,
    i'm back. i followed the first 3 steps you posted, then ran 'hijack this'.
    i saved the log file in a word doc, because i have no idea what i'm looking
    for/at. i also checked out
    http://forum.aumha.org/viewtopic.php?f=30&t=4075&sid=8cc308f3b2fcb8224ef49f201133fc13
    and the "Read This First" makes it sound like i should reformat (or have it
    done for me) my harddrive, (based on your previous diagnosis, that there's a
    good chance this is the effect of a hijackware infection) rather than try to
    find if there is hijackware on my harddrive. am i misinterpreting what i
    read in the forum? am i surrendering prematurely? please advise.
    thanks
    sandy j


     
    sandy j, May 10, 2009
    #11
  12. Repost:
    If the above applies to you, yes, a format & clean install would be the best
    and fastest way to return the computer to a 100% clean state, Sandy.

     
    PA Bear [MS MVP], May 10, 2009
    #12
  13. sandy j

    sandy j Guest

    Hi PA Bear,
    sorry if i confused the issue. i believe i've done everything i was suppose
    to/know to do. my anti virus updates daily, and i run a scan once or twice a
    week. i've run the malicious software removal tool (kb890830 x64) on full
    scan several times. i run either windows defender, ad aware or sybot every
    day if i was on line the day before. i'm using microsoft firewall. any
    drivers or software updates i've needed to do, i've downloaded to another
    computer or a separate folder on my desktop. prior to installing them i run
    the virus scan on the folder. please advise, if there are additional steps i
    should take that i don't currently do, so i can make it/them part of my
    routine.
    the comment i made about reformatting and reinstalling was made because i
    understood part of the article to say if there was hijack ware on the hard
    drive it is impossible or near impossible to locate and remove.
    i'm still working on the troubleshooting steps posted on http://aumha.net
    and i will let you know how i make out.

    thanks again
    --
    sandy j


     
    sandy j, May 11, 2009
    #13
  14. Please post a link to your thread in AumHa Forums.

    Did you or did you not have a fully-functional anti-virus application (with
    a current subscription) installed when the problem first started?

    Was the machine fully-patched at Windows Update when the problem first
    started?

    PS: The Malicious Software Removal Tool is only updated once-a-month. If
    you've run the current (Apr-09) version and nothing was found, there's not
    need to run it again. The next version will be released tomorrow (12
    May-09) on Patch Tuesday.
    --
    ~PA Bear

     
    PA Bear [MS MVP], May 11, 2009
    #14
  15. sandy j

    sandy j Guest

    Hi PA Bear,
    i've tried 3 times to post on AumHa Forum, but every time i try to attach
    the notepad logs, i get shut out/taken back to the sign on screen. please
    advise if there is another way to attach the logs. and yes, i have installed
    and currently updated anti virus software :)
    thanks
    --
    sandy j


     
    sandy j, May 12, 2009
    #15
  16. The instructions for posting logs very clearly states that you are to
    copy/paste the logs into your post, not attach them:
    http://aumha.net/viewtopic.php?f=30&t=4075 (I know kos I wrote them!
    <wink>)

    PS: You must Register before being able to post, Sandy.


     
    PA Bear [MS MVP], May 12, 2009
    #16
  17. sandy j

    sandy j Guest

    Hi PA Bear,
    again i apologize for jumping the gun. i saw the attachment box at the
    bottom of the posting screen and assumed the notepad text was to be attached.
    i've done the post and hopefully everything needed to help me is there.

    many thanks
    --
    sandy j


     
    sandy j, May 13, 2009
    #17
  18. Now can you post a link to your thread?

     
    PA Bear [MS MVP], May 13, 2009
    #18
  19. sandy j

    sandy j Guest

    Hi PA Bear,

    Thank you for your help setting up my post on the forum. I'm still confused
    as to how things should be done on the forum, as you can probably tell I
    don't have any experience with them, so please forgive.

    Thanks again
    --
    sandy j


     
    sandy j, May 13, 2009
    #19
  20. Here's your thread: http://aumha.net/viewtopic.php?f=30&t=40687

    One of the experts should be with you soon. (We're very shorthanded right
    now so it may take a while longer.)

     
    PA Bear [MS MVP], May 14, 2009
    #20
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