Internet Explorer Problem (dub113maillive.com/?tide)

[Kick]

Hi,

 

I regularly help an elderly friend (88) with computer problems (via email as he lives some 150 miles away). He has gained in confidence to the extent that he has been able to help an even more elderly lady neighbour of his. However, so far this time, his neighbour's problem has defeated him.

 

As yet I do not have any details regarding the operating system (although I presume it's Windows 7) or the version of Internet Explorer (but I assume that it is v11). The problem as reported to me is as follows:

 

When she clicks on IE to open it she gets "dub113maillive.com/?tide" and the mouse pointer freezes - I'm sorry I cannot be more specific as the detail I have been given is somewhat limited. My friend does say that she can still use Picasa and Open Office normally. He then goes on to say that as well as the mouse pointer freezing, the screen remains full size but anything on it is reduced to about the size of a playing card and text on it is too small to read. I presume by this he means the window that appears when IE is clicked because of the earlier mention of Picasa and Open Office working normally.

 

My friend at first thought it was a PUP browser hijacker as he has had several such problems himself which, between us, we have been able to resolve but I believe that it probably isn't that. My research appears to point to a Microsoft server problem related to Windows Live Mail or Outlook.com but I have yet to establish if the neighbour uses one of these for email. Searching the internet does show there have been similar issues in the past which were due to server problems and which Microsoft duly fixed. If that is the case here then presumably one just has to be patient. Unfortunately, as IE is compromised and unworkable, my friend's neighbour cannot get online to download another browser such as Firefox or Chrome in order to gain access to the internet. I have suggested that possibly IE's browser cache has become corrupted and though this is a long shot, refreshing the cache would do no harm even if it doesn't resolve the problem.

 

I would welcome any comments or advice, thank you.

[allheart55 Cindy E]

First, let's make sure that it's not a browser extension or add on that is creating this issue .

Since she can't open up Internet Explorer without this happening, have her start her computer in Safe Mode.

 

While she is in Safe Mode have her try and reset IE. There are directions with screenshots here....http://freepchelp.forum/resources/2/.

 

Once she has reset IE to it's default settings, have her reboot the computer normally and see if the problem is recreated.

[Kick]

Thanks Cindy. I'll pass on your suggestion and report back when I have some news

[allheart55 Cindy E]

Okay, Kick. Let us know, maybe someone else has another suggestion.

[Kick]

Hi Cindy,

 

Pleased to report the situation is now resolved. The lady concerned is 94 years old, my friend is 88 and I'm 73 but I won't ask your age Cindy. The operating system turned out to be Windows 8.1. Anyway, using Safe Mode as you advised and then resetting Internet Explorer worked so thanks for that suggestion. We were also able to sort a printer problem too. Somehow she had managed to choke up the printer queue and was unable to print anything but I was able to explain how to clear the queue and all is well now.

[allheart55 Cindy E]

You're welcome, Kick. That's great news. Thank you for letting us know!

:thumbsup:

 

I'm soon to be 60. :eek: