5 replies to this topic

[JulieH]

Hello - thank you in advance for your help. I have a Dell precision laptop - 64bit that freezes when launching either IE or Outlook. I can use Chrome with no problem. HiJackThis log file attached.

Attached Files

•  hijackthis_results_0804.txt   22.74KB   349 downloads

[paws]

Hi JulieH

Sorry to hear of the problem with your IE and your MS Office Outlook.

Let's try and figure out what is going on with IE to start off with.

Have you tried resetting IE?

Tools>Internet Options>Advanced>reset>OK then close IE, wait a few seconds and then open it again? any better?

If you can't see the menu at the top of the Internet Explorer window ie File Edit Favorites Tools Help.... then push the Alt key.

Regards

paws

[JulieH]

Hi, Thanks for your reply. Before you responded I had already uninstalled IE 10 and it seemed to help. But still having problems logging off|shutting down. The system just hangs. After doing a little research it seems that McAfee may be the culprit. Any ideas? Thanks

[paws]

Hi JulieH. A useful diagnostic procedure is to boot into safe mode from a cold start (tap F8 once per second and select "safe mode" Only a minimum set of drivers will be loaded so your screen may look a little peculiar! You wont have Internet access in safe mode so just spend a short time looking at a few pictures or documents on your machine...... when you have given it a little "exercise" shut it down in the normal way (a full shutdown, not a sleep. hibernate etc....) does it still hang on shutting down....? If it shuts down reasonable cleanly in safe mode, but not in normal mode then its valuable information...... and will help us to indicate the next steps to be taken. Post back with how it reacts to shutting down in safe mode. Regards paws

[JulieH]

Hi, Pictures ok, excel got error "The setup controller has encountered a problem during install. Please review the log files for further information on the error" Once I got out of the application I was able to shutdown with no issues. Thanks

[paws]

Hi JulieH It looks like something that is loading in normal mode but not in safe mode is causing the shutdown...... (I take it that when you try to shutdown in normal mode you are doing a full shutdown .......not a sleep/hibernate etc...?) If this is the case then we can try and find the culprit by not running certain "start up" items via MSCONFIG.... post back if you need directions on how to do that. Regards paws