Resolving Issues in Internet Explorer 10 (Windows 8)

Step 1: Reset Internet Explorer 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.

Use the following steps to reset the settings:

1. Press the Windows  + W key.
2. Type Internet Options into the Search field.
   Figure 1: Searching for Internet Options

   
3. Click Internet Options from the list of results.
4. Click the Advanced tab.
5. Click Reset .
   Figure 2: Internet Options: Reset button

   
6. When done, close all open Internet Explorer windows, reopen Internet Explorer, and then try to view the Web page again.

Step 2: Reset 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:

1. Move the mouse pointer to the lower left corner of the screen, right-click, and select Command Prompt (Admin) from the menu.
   Figure 3: Command Prompt (Admin)

   
2. At the command prompt, type the following: netsh int ip reset , and then press Enter .
   This command returns a series of responses that end with OK! , and then a request to restart the computer.
   Figure 4: IP reset

   
3. At the command prompt, type the following: netsh winsock reset , and then pressEnter .
   A success message is shown when the command passes.
   Figure 5: Reset the Winsock Catalog

   
4. Restart the computer. IP is reset.

Step 3: Use System File Checker to repair Internet Explorer

Follow these steps to use System File Checker to scan the system and 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. For more information, go towww.microsoft.com/windows/Internet Explorer/ (in English).

1. Move the mouse pointer to the lower left corner of the screen, right-click, and select Command Prompt (Admin) from the menu.
   Figure 6: Command Prompt (Admin)

   
2. At the command line prompt, type the following: SFC /SCANNOW , and then press Enter .
   Figure 7: System File Checker

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

Step 4: Uninstall Internet Explorer updates

If Internet Explorer was updated on your computer, you can go back to the previous version to see if that resolves the issue. Follow these steps to uninstall Internet Explorer updates:

1. Move the mouse pointer to the lower left corner of the screen, right-click, and select Programs and Features from the menu.
   Figure 8: Programs and Features

   
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.

Step 5: Open Internet Explorer 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.

1. Move the mouse pointer to the lower left corner of the screen, right-click, and select Run from the menu.
   Figure 9: Run

   
2. Type the following into the Open field: iexplore -extoff
   Figure 10: iexplore -extoff

   
3. Click OK .
   Internet Explorer opens without add-ons.
   
   

   Step 6: Find a fix that matches your computer's symptom

   
   

   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 .

   
   

   

   
   

   Internet Explorer has stopped working or is running slow

   Internet Explorer is running slow or the following message displays in Internet Explorer:

   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 in Software Rendering Mode.

   1. Press the Windows  + W key.
   2. Type Internet Options into the Search field.
      Figure 11: Searching for Internet Options

      
   3. Click Internet Options from the list of results.
   4. Place a check next to Use software rendering instead of GPU rendering .
      Figure 12: Use software rendering

      
   5. Click OK .
   6. Restart the computer and attempt to browse the Internet.
      

      NOTE: If the issue persists, a browser add-on may be causing this issue. Open Internet Explorer without add-ons to see if the problem goes away. If so, uninstall or disable the add-on.

   
   

   
   

   

   
   

   Images do not display

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

   Figure 13: Example of missing graphic placeholder

   

   1. Press the Windows  + W key.
   2. Type Internet Options into the Search field.
      Figure 14: Searching for Internet Options

      
   3. Click Internet Options from the list of results.
   4. Click the Advanced tab and select Show pictures under Multimedia.
   5. If Show pictures is not selected, check the box next to Show pictures , click OK , and reopen Internet Explorer.
      Figure 15: Show pictures

      
      Images now display when browsing Web pages.

   
   

   

   
   

   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), and then clickActiveX Filtering to remove the check. ActiveX Filtering is disabled when the check is removed.

   
   

   
   

   

   
   

   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:

   
   

   
   

   Delete browsing history and cookies, and manage add-ons

   
   

   Use these steps to delete browsing history and cookies, and to manage add-ons in Internet Explorer:

   1. Press the Windows  + W key.
   2. Type Internet Options into the Search field.
      Figure 16: Searching for Internet Options

      
   3. Click Internet Options from the list of results.
   4. Under Browsing History, click Delete .
      Figure 17: Internet Options

      
   5. Make sure that the box next to Cookies and website data is checked.
      Figure 18: Delete cookies and website data

      
   6. Click Delete .
   7. In the Internet Options window, click the Programs tab and then click the Manage add-onsbutton.
      Figure 19: Programs

      
      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.
   8. Select any suspicious add-ons from the name list, and then click Disable to prevent the add-on from opening when Internet Explorer is opened. Click Close when finished.
      Figure 20: Manage Add-ons

      
   9. In the Internet Options window, click the Advanced tab.
   10. Under Browsing, remove the check next to Enable third-party browser extensions (requires restart) .
       Figure 21: Enable third-party browser extensions

       
       

       NOTE:Preventing third-party browser extensions removes search toolbars, gadgets, and Symantec's phishing filter notification from the top menu.
   11. Click OK .
   12. 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 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.

   
   

   

   
   

   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 can happen frequently and become annoying. You can turn the messages off by disabling script debugging.

   Use the following steps to manually disable script debugging:

   1. Press the Windows  + W key.
   2. Type Internet Options into the Search field.
      Figure 22: Searching for Internet Options

      
   3. Click Internet Options from the list of results.
   4. Click the Advanced tab.
   5. Remove the checkmark from Display a notification about every script error .
      Figure 23: Advanced tab

      
   6. Select Disable script debugging (for both Internet Explorer and Other).
   7. 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 visiting other sites also cause the message, continue using these steps.
   2. Reset Internet Explorer settings and try again.
      If the page display problems persist, continue.
   3. Move the mouse pointer to the lower left corner of the screen, right-click, and select Run from the menu.
      Figure 24: Run

      
   4. Type the following into the Open field: regsvr32 softpub.dll
      Figure 25: regsvr32 softpub.dll

      
   5. Click OK .
      If you typed the item correctly, a message displays stating that the RegSrv32 command succeeded.
      Figure 26: Success message

      
   6. Move the mouse pointer to the lower left corner of the screen, right-click, and select Run from the menu.
      Figure 27: 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 and 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).

   
   

   

   
   

   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 (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. Press the Windows  + W key.
   2. Type Internet Options into the Search field.
      Figure 28: Searching for Internet Options

      
   3. Click Internet Options from the list of results.
   4. Click the Security tab.
   5. Select Trusted Sites .
   6. If available, click the Default Level button.
      Figure 29: Security tab

      
   7. Click the Advanced tab and scroll to the Security Options section.
   8. Select Use SSL 2.0 and Use SSL 3.0 if they are not already selected.
      Figure 30: Use SSL

      
   9. Click the Content tab.
   10. Click the Clear SSL state button.
       Figure 31: Clear SSL state

       
   11. 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.
   12. Re-register the .dll files:
       Move the mouse pointer to the lower left corner of the screen, right-click, and select Run from the menu.
       Figure 32: Run

       
       Type the following into the Open field: regsvr32 softpub.dll
       Figure 33: regsvr32 softpub.dll

       
       Click OK .
       If you typed the item correctly, a message displays stating that the RegSrv32 command succeeded.
       Figure 34: Success message

       
       Repeat for the following items:
       
       
       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.

   
   

   
   

   

   
   

   I cannot 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. Press the Windows  + W key.
   2. Type Internet Options into the Search field.
      Figure 35: Searching for Internet Options

      
   3. Click Internet Options from the list of results.
   4. Click the Privacy tab, and then click Advanced .
      Figure 36: Privacy tab

      
   5. Place a check next to Override automatic cookie handling .
      Figure 37: Advanced Privacy Settings

      
   6. Place a check next to Always allow session cookies , and then select Accept under First-party cookies and Third-party cookies.
   7. Click OK and restart the computer.

   
   

   
   

   

   
   

   Missing File Menu, Address bar, or all menu items

   Use these steps to restore missing menu items:

   
   
   If most of the menu items are missing, press F11 . Full screen mode was enabled.
   
   
   If the file menu (Menu bar) is missing, 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, and then select Menu bar .
   
   
   If any other toolbar is missing, click View , Toolbars , and 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

   See No Sound from the Speakers in Windows 8 (Desktop PCs) or No Sound from the Speakers in Windows 8 (Notebook PCs) (in English).

   
   

   

   
   

   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, turn off the Tracking Protection List:

   1. Press the Windows  + W key.
   2. Type Manage Add-ons into the Search field.
      Figure 38: Searching for Manage Add-ons

      
   3. Click Manage browser add-ons from the list of results.
   4. Click Tracking Protection .
   5. Select the list, and then click Disable .
      Figure 39: Tracking Protection

      
      All of the items now display on the page.

   
   

   

   
   

   Internet Explorer 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:

   
   
   Update the Java on the computer. Visit www.java.com .
   
   
   Add the Web site to the compatibility view list:
   1. Open the Windows Desktop.
   2. Open Internet Explorer and go to the Web site that causes it to stop working.
   3. Press the Alt key to open the Menu bar, click Tools , and then click Compatibility View settings .
      Figure 40: Compatibility View Settings

      
   4. Enter the URL for the Web site, then click Add .