Article ID: 936214 - View products that this article applies to.
Guided help to troubleshoot Internet Explorer stop, restart, or crash problems
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Self-help steps for beginning to intermediate computer users are available at the following Microsoft Web site:
Note This Guided Help content may not be available in all languages.
Troubleshoot Internet Explorer stop or crash problems
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This article describes how to troubleshoot software compatibility problems that affect Windows Internet Explorer 7. To help determine which program may be causing the problem, you can take the following steps:
Step 1: Use safe mode with networkingTo determine whether the problem is related to software compatibility, test Internet Explorer in safe mode with networking. Safe mode is a way of running Vista with a minimal set of device drivers, programs, and services. Safe mode is usually used for troubleshooting.
Note If the following conditions are true, you cannot use safe mode with networking:
To start the computer in safe mode with networking, follow these steps:
936211For more information about safe mode for Windows Vista, visit the following Microsoft Web site:
(http://support.microsoft.com/kb/936211/ )How to troubleshoot network connectivity problems in Internet Explorer
Windows Help and How-to: What is safe mode?
Step 2: Perform a clean bootBy starting the computer so that it uses a minimal set of drivers and startup programs, you can help determine whether a program is interfering with Internet Explorer or whether a program is causing a problem with your Internet connection. This kind of startup is known as a "clean boot." For more information about this method of troubleshooting, click the following article number to view the article in the Microsoft Knowledge Base:
929135Note Before you disable any third-party services, we recommend that you make sure that Windows Firewall is enabled. If Windows Firewall is not enabled, the computer may be left in a vulnerable state.
(http://support.microsoft.com/kb/929135/ )How to troubleshoot a problem by performing a clean boot in Windows Vista
After you perform "clean boot" troubleshooting, test Internet Explorer to determine whether the problem still occurs. If the problem still occurs, go to step 3.
Step 3: Use a different user accountTo determine whether the problem is related to your user account, use a different user account to test Internet Explorer. If you do not already have another account on the computer, follow these steps to create a new account:
928634If the problem still occurs, go to step 4.
(http://support.microsoft.com/kb/928634/ )How to use Windows Easy Transfer to migrate files and settings from one Windows-based computer to another Windows Vista-based computer
Step 4: Scan your computer for viruses and spywareTo determine whether malicious software has infected your computer, scan your computer by using both antivirus software and antispyware software. Windows Vista includes an antispyware program that is named Windows Defender. However, you must obtain your own antivirus program.
For information about how to use Windows Defender to remove malicious software, visit the following Microsoft Web site:
Windows Help and How-to: Scan for spyware and other potentially unwanted softwareFor information about how to help protect the computer from viruses, visit the following Microsoft Web site:
Windows Help and How-to: How can I help protect my computer from viruses?If the problem still occurs, go to step 5.
Step 5: Run Internet Explorer 7 in "No Add-Ons" modeIf the problem still occurs after you complete steps 1 through 4, an add-on or a toolbar may be causing the problem in Internet Explorer. Run Internet Explorer 7 in "No Add-Ons" mode. For more information about how to do this, see method 3 in the following Microsoft Knowledge Base article:
(http://support.microsoft.com/kb/936213/ )How to optimize or reset Internet Explorer 7