Cannot download, random error messages

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jimmie123

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Oct 26, 2005
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I'm attempting to help a friend who is not very computer capable.

She has Win XP Pro, SP 2, and I believe IE 6. She has been getting a bunch of error messages (IE has encountered a problem and must close). I don't have access to her comp, but wondered if anyone knew of a possible reason. I suggested that she d/l IE 7, however, everytime she tried, she got the same message and was kicked to the "send/don't send" box for the Microsoft "problem" reporting and then to desktop. Any ideas?? :confused:
 
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Can you reproduce the problem if you use some other browser like firefox or opera ?
Also, could you tell us how exactly are you trying to upgrade to IE7 from IE 6 ? If you are using windows update then what is the exact error message that you are getting ?
 

jimmie123

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Oct 26, 2005
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According to what she's telling me, she's getting these "Internet Explorer has encountered a problem and must close" messages frequently. When she tried to d/l the IE 7, it was from the Microsoft Windows update site. She got as far as the "download" tab, and when she pressed the tab, got the same error message. This happened several times, as she tried to d/l it 3 or 4 times. The messages are coming up randomly, for example, if she uses Yahoo Mail, she can send mail if she keys the enitre recipient address in, however, if she uses a "nickname" for the recipients address, she get's the same error message. I'm trying to help her by phone, which isn't easy, lol.
 

jimmie123

Thread Starter
Joined
Oct 26, 2005
Messages
85
As far as the IE 7 d/l, she was at the Microsoft Windows update site. She got as far as the "download" tab and when she pressed it, she got the "Internet Explorer has encountered a problem and must close" message....this happened 3 or 4 times. This also happens randomly...for example, if she wants to send an email, as long as she keys the entire address in, it'll be sent. However, if she uses a nickname, the "must close" message pops up (she uses Yahoo Mail). I'm attempting to help her by phone, which isn't easy.
 
Joined
Apr 8, 2008
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try to determine what module (DLL) it's faulting in... that will give you a palce to start.

troubleshooting generic IE crashes is like shooting in the dark... there's no way you'll be able to narrow it down without further research/troubleshooting.

review the application/system event logs and see if you can determine what module is causing IE to fault and crash.

i'd also be likely to recommend running the system file checker (sfc /scannow from a run prompt) to see if that helps at all, or look for a program called "IEFix" (http://windowsxp.mvps.org/IEFIX.htm)

hopefully i'm allowed to link to external sites here... sorry if i'm breaking any rules....
 
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