Follow these steps to troubleshoot problems with

This problem was caused by .

This problem is usually caused by one or more Internet Explorer add-ons. Unfortunately, we are unable to determine which add-on is causing the problem. However, you can follow some troubleshooting steps to try to fix this problem.

Troubleshooting

1. include/images/right.gifUpdate your Windows software

   Follow the steps below to view updates that are available for your computer.

   1. Go online to Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. In the right pane, click Check online for updates from Microsoft Update.

      Notes
      If Microsoft Update is not installed, you will not see the Check online for updates from Microsoft Update message. See the note below if Microsoft Update is not installed.

   3. Click View available updates, and then select the updates you want.

      Notes
      

      • We recommend that you select and install all Important and Recommended updates. These updates improve your computer's security and stability.

      • If automatic updating is turned on, you might not see any available updates. In that case the updates have already been installed.

   4. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   1. Open Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. In the right pane, click Check online for updates from Microsoft Update.

      Notes
      If Microsoft Update is not installed you will not see the Check online for updates from Microsoft Update message. See the note below if Microsoft Update is not installed.

   3. Click View available updates, and then select the updates you want.

      Notes
      

      • We recommend that you select and install all Important and Recommended updates. These updates improve your computer's security and stability.

      • If automatic updating is turned on you might not see any available updates. In that case the updates have already been installed.

   4. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   1. Go online to Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. In the right pane, click Check online for updates from Microsoft Update.

      Notes
      If Microsoft Update is not installed, you will not see the Check online for updates from Microsoft Update message. See the note below if Microsoft Update is not installed.

   3. Click View available updates, and then select the updates you want.

      Notes
      

      • We recommend that you select and install all Important and Recommended updates. These updates improve your computer's security and stability.

      • If automatic updating is turned on, you might not see any available updates. In that case the updates have already been installed.

   4. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   1. Go online to Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. In the right pane, click Check online for updates from Microsoft Update.

      Notes
      If Microsoft Update is not installed, you will not see the Check online for updates from Microsoft Update message. See the note below if Microsoft Update is not installed.

   3. Click View available updates, and then select the updates you want.

      Notes
      

      • We recommend that you select and install all Important and Recommended updates. These updates improve your computer's security and stability.

      • If automatic updating is turned on, you might not see any available updates. In that case the updates have already been installed.

   4. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   1. Go online to the Microsoft Update website:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Microsoft Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Microsoft Update

      Note
      If Microsoft Update is not installed, you will be taken to the Windows Update website. See the note below if Microsoft Update is not installed.

   2. Click Custom to check for available updates. In the left pane, under Select by Type, click each of the following links to view all available updates:
      

      • High Priority

      • Software, Optional

      • Hardware, Optional

   3. Select the updates you want, click Review and install updates, and then click Install Updates.

   1. Go online to the Microsoft Update website:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Microsoft Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Microsoft Update

      Note
      If Microsoft Update is not installed, you will be taken to the Windows Update website. See the note below if Microsoft Update is not installed.

   2. Click Custom to check for available updates. In the left pane, under Select by Type, click each of the following links to view all available updates:
      

      • High Priority

      • Software, Optional

      • Hardware, Optional

   3. Select the updates you want, click Review and install updates, and then click Install Updates.

   include/images/right.gifWhat do I do if Microsoft Update is not installed?

   Follow the steps below to install Microsoft Update and check for updates.

   1. Go online to Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. Click Get updates for more products.

   3. Review the Terms of Use, and then check the box next to I accept the Terms of Use. Click Install.include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   4. Windows Update will automatically start checking for updates. Click View available updates, and then select the updates you want.

   5. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   include/images/right.gifWhat do I do if Microsoft Update is not installed?

   Follow the steps below to install Microsoft Update and check for updates.

   1. Open Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. Click Get updates for more products.

   3. Review the Terms of Use, and then check the box next to I accept the Terms of Use. Click Install.include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   4. Windows Update will automatically start checking for updates. Click View available updates, and then select the updates you want.

   5. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   include/images/right.gifWhat do I do if Microsoft Update is not installed?

   Follow the steps below to install Microsoft Update and check for updates.

   1. Go online to Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. Click Get updates for more products.

   3. Review the Terms of Use, and then check the box next to I accept the Terms of Use. Click Install.include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   4. Windows Update will automatically start checking for updates. Click View available updates, and then select the updates you want.

   5. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   include/images/right.gifWhat do I do if Microsoft Update is not installed?

   Follow the steps below to install Microsoft Update and check for updates.

   1. Go online to Windows Update:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. Click Get updates for more products.

   3. Review the Terms of Use, and then check the box next to I accept the Terms of Use. Click Install.include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   4. Windows Update will automatically start checking for updates. Click View available updates, and then select the updates you want.

   5. Click Install. include/images/SecurityBadge_16x16.gif If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

   include/images/right.gifWhat do I do if Microsoft Update is not installed?

   Follow the steps below to install Microsoft Update and check for updates.

   1. Go online to the Windows Update website:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. Click the Go button next to the Get Microsoft Update Today! message, and then click Start Now.
   3. Review the license agreement, and then click Continue.

   4. After setup is complete, click Check for Updates.

   5. Click Custom to check for available updates. In the left pane, under Select by Type, click each of the following links to view all available updates:
      

      • High Priority

      • Software, Optional

      • Hardware, Optional

   6. Select the updates you want, click Review and install updates, and then click Install Updates.

   include/images/right.gifWhat do I do if Microsoft Update is not installed?

   Follow the steps below to install Microsoft Update and check for updates.

   1. Go online to the Windows Update website:

      include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif erccpl:Microsoft.WindowsUpdateWindows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gifhttp://go.microsoft.com/fwlink/?LinkID=93504Windows Update include/images/arrow.gif http://go.microsoft.com/fwlink/?LinkID=93504Windows Update

   2. Click the Go button next to the Get Microsoft Update Today! message, and then click Start Now.
   3. Review the license agreement, and then click Continue.

   4. After setup is complete, click Check for Updates.

   5. Click Custom to check for available updates. In the left pane, under Select by Type, click each of the following links to view all available updates:
      

      • High Priority

      • Software, Optional

      • Hardware, Optional

   6. Select the updates you want, click Review and install updates, and then click Install Updates.

2. include/images/right.gifTurn off Internet Explorer add-ons you don't recognize

   When you visit a website, an add-on might be downloaded without your knowledge, or you might be prompted to download an add-on. These add-ons might cause Internet Explorer to run slowly or become unresponsive. You should remove all Internet Explorer add-ons you don't recognize.

   include/images/right.gif How do I spot malicious add-ons?

   You can usually spot malicious add-ons under the Name column in the Manage Add-ons dialog box. Malicious add-ons might have:

   • Blank names.
   • Names that include random characters or have a sequence of numbers and letters (for example, fhriduvh.dll or f6rid8vh.exeas as opposed to Windows Messenger).
   • A publisher name you might not recognize.

   include/images/right.gif How do I turn off an add-on?

   1. Open Internet Explorer.

   2. Click the Tools menu, point to Manage Add-ons, and then click Enable or Disable Add-ons.

   3. Click the Tools menu, point to Manage Add-ons, and then click Enable or Disable Add-ons.

   4. Depending on your version of Internet Explorer, do one of the following:

      • On Internet Explorer 6, click the Tools menu, and then click Manage Add-ons.

      • On Internet Explorer 7, click the Tools menu, point to Manage Add-ons, and then click Enable or Disable Add-ons.

   5. Depending on your version of Internet Explorer, do one of the following:

      • On Internet Explorer 6, click the Tools menu, and then click Manage Add-ons.

      • On Internet Explorer 7, click the Tools menu, point to Manage Add-ons, and then click Enable or Disable Add-ons.

   6. Click the name of the add-on.

   7. Click Disable. You might have to restart Internet Explorer for the changes to take effect.

   include/images/right.gif Why do some add-ons include (Not verified) in the Publisher column?

   If (Not verified) is displayed in the Publisher column in the Manage Add-ons dialog box, the add-on itself is not digitally signed even though the program that installed it might be. A digital signature verifies that a file comes from the person or publisher it claims to be from, and that no one has tampered with it since it was digitally signed.

   include/images/right.gif How do I turn off add-ons if I can't access Internet Explorer?

   1. Click the Start button include/images/StartButton_16x16.gif, and then click Control Panel.

   2. Click Network and Internet, and then click Internet Options.

   3. Click the Programs tab, and then click Manage add-ons.

   4. Click the name of the add-on you want to disable, select Disable, and then click OK.

   5. Click the Start button include/images/StartButton_16x16.gif, and then click Control Panel.

   6. Click Network and Internet, and then click Internet Options.

   7. Click the Programs tab, and then click Manage add-ons.

   8. Click the name of the add-on you want to disable, select Disable, and then click OK.

   9. Click Start, and then click Control Panel.

   10. Double-click Internet Options.

   11. Click the Programs tab, and then click Manage Add-ons.

   12. Click the name of the add-on you want to disable, and then select Disable.

   13. When the Add-on Status dialog box appears, click OK to close it.

   14. Click Start, and then click Control Panel.

   15. Double-click Internet Options.

   16. Click the Programs tab, and then click Manage Add-ons.

   17. Click the name of the add-on you want to disable, and then select Disable.

   18. When the Add-on Status dialog box appears, click OK to close it.

Additional troubleshooting
If you continue to receive this problem report after following the standard troubleshooting steps, we recommend following these additional troubleshooting steps.

1. include/images/right.gifDisable all add-ons (one at a time) until you can no longer reproduce the problem

   1. Close all Internet Explorer windows.
   2. Click the Start button include/images/StartButton_16x16.gif, and then type Internet Options. From the list of results, click Internet Options.
   3. Click the Start button include/images/StartButton_16x16.gif, and then type Internet Options. From the list of results, click Internet Options.
   4. Click Start, and then click Control Panel.
   5. Click Network and Internet Connections, and then click Internet Options.
   6. Click Start, and then click Control Panel.
   7. Click Network and Internet Connections, and then click Internet Options.
   8. Click the Programs tab, and then click Manage Add-ons.
   9. Click the name of the add-on you want to turn off, and then, under Settings, click Disable
   .
   10. Click OK.
   11. Restart Internet Explorer. Continue using Internet Explorer the same way you did when you received a crash report. If Internet Explorer continues to crash after disabling this add-on, continue with the next step.
   12. Repeat steps b through fb through fb through gb through g for each add-on listed. When you can no longer reproduce the problem, the most recently disabled add-on is the cause of the problem. Please report this add-on to us by using the survey at the bottom of this page to help us improve our error responses.

2. include/images/right.gifTurn off all third-party browser extensions (also known as add-ons)Turn off all third-party browser extensions (also known as add-ons)

   1. Close all Internet Explorer windows.
   2. Click the Start button include/images/StartButton_16x16.gif, and then type Internet Explorer in the Search box. From the list of results, click Internet Explorer (No Add-ons).
   3. Internet Explorer will open a new window with all add-ons turned off.

   1. Close all Internet Explorer windows.
   2. Click the Start button include/images/StartButton_16x16.gif, and then type Internet Explorer in the Search box. From the list of results, click Internet Explorer (No Add-ons).
   3. Internet Explorer will open a new window with all add-ons turned off.

   Depending on your version of Internet Explorer, do one of the following:
   
   In Internet Explorer 7, do the following:

   1. Close all Internet Explorer windows.
   2. Click Start, click Run, type iexplore.exe –extoff, and then click OK.
   3. Internet Explorer will open a new window with all add-ons turned off.

   In Internet Explorer 6, do the following:

   1. Close all Internet Explorer windows.

   2. Click Start, and then click Control Panel.

   3. Double-click Internet Options.

   4. Click the Advanced tab.

   5. Under Browsing, clear the Enable third-party browser extensions (requires restart) check box.

   6. Restart Internet Explorer.

      Note
      When you turn off third-party browser extensions and restart Internet Explorer, all third-party browser extensions will be unavailable. You can easily turn on these components again.

   Depending on your version of Internet Explorer, do one of the following:
   
   In Internet Explorer 7, do the following:

   1. Close all Internet Explorer windows.
   2. Click Start, click Run, type iexplore.exe –extoff, and then click OK.
   3. Internet Explorer will open a new window with all add-ons turned off.

   In Internet Explorer 6, do the following:

   1. Close all Internet Explorer windows.

   2. Click Start, and then click Control Panel.

   3. Double-click Internet Options.

   4. Click the Advanced tab.

   5. Under Browsing, clear the Enable third-party browser extensions (requires restart) check box.

   6. Restart Internet Explorer.

      Note
      When you turn off third-party browser extensions and restart Internet Explorer, all third-party browser extensions will be unavailable. You can easily turn on these components again.

3. include/images/right.gifPerform a free Full Service Scan using Windows Live OneCare safety scanner

   • Go to http://go.microsoft.com/fwlink/?LinkId=82162Windows Live OneCare safety scanner http://go.microsoft.com/fwlink/?LinkId=82162Windows Live OneCare safety scanner http://go.microsoft.com/fwlink/?linkid=56726Windows Live OneCare safety scanner http://go.microsoft.com/fwlink/?linkid=56726Windows Live OneCare safety scanner online and click Full Service Scan.

If these troubleshooting steps do not solve the problem and you continue to receive problem reports, please consider filling out the survey at the bottom of this solution page. To help us continue to investigate this error, include the names of the add-ons that are currently enabled in Internet Explorer in the comments area of the survey.