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Troubleshooting IE Issues
Can't run IE
Can't
access some web sites
Can't
retrieve e-mail from Hotmail through Outlook Express
Can't download files
Can't
enter data on web sites are using non-encrypted forms
Can
ping public IPs but not web sites
Can't access the
internet after cleaning the virus
The page
cannot be displayed
How to troubleshoot internet access issues
Troubleshooting
Spyware
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Symptom: When running Internet Explorer a dialog
box is displayed the following message:
A Runtime Error has occurred. Do you
wish to Debug?
Resolutions: 1.
Try cleaning all of Internet Explorers temporary files and cookies.
2. Disable script debugging under Internet Options.
3. Re-install or update java software.
For step by step troubleshooting internet
access issues, visit this web:
http://www.howtonetworking.com/Troubleshooting/notaccessibale0.htm.
Can't run IE
Symptoms: when
running IE, you may get the following errors:
- The Page Cannot Be Displayed.
- Cannot open the Internet site Web address. A connection with the server
could not be established.
- The page you are looking for is currently unavailable. The Web site might
be experiencing technical difficulties, or you may need to adjust your
browser settings.
- Cannot find server or DNS Error.
- An internal error occurred in Windows Internet extensions.
- DNS error and Web page cannot found
Resolutions:
1) Scan virus first.
2) Verify network settings by using ping and ipconfig. If you can't ping
127.0.0.1, go to back to 1) or remove and re-install TCP/IP. If you can't ping
the router ip, use ipconfig to make sure they are in the same subnet. If you
can't ping outside ip or public ip, make sure the computer have correct
default gateway. If you can ping public ip but not web site like yahoo.com,
check the DNS settings.
3) Make sure the Use a Proxy Server check box
is unchecked if you do not use a proxy server. To do this, go to
IE>Tools>Internet Options>Connections>LAN Settings.
4) Disable or remove any software like Comet Cursor may cause IE problem. You
can use msconfig to disable.
5) Make sure that there are no parental restrictions on the account
after installing ICS with AOL.
6) If you can connect to the site using the IP but not the Fully
Qualified Domain Name (FQDN) such as yahoo.com, check for entries in the Hosts
file on the local computer, or rename it.
7) Check network properties and look for multiple instances of the TCP/IP
protocol bound to the dial-up adapter. If multiple instances of the TCP/IP
protocol are bound to the dial-up adapter, unbind the protocol so that only a
single protocol (TCP/IP) is bound to the dial-up adapter. To do this,
Network Neighborhood>Properties, click one of the TCP/IP dial-up
adapter settings, click Remove, and then click OK.
8) Check for multiple instances of the Wsock32.dll, Winsock.dll, and Wsock.vxd
files. Also check the dates and versions of these files. Rename any file that
is not in the appropriate folder (Wsock32.dll and Wsock.vxd should be in the
Windows\System folder, and Winsock.dll should be in the Windows folder).
9) Clean cookies and Internet Temp files.
10) You may want to logon another user if you are running w2k/xp.
11) You may want to use msconfig disable some software such as Xupiter, Gator
and Comet Cursor.
12) Re-install IE or upgrade it. We may wan to rename all Winsock.dll,
Wsock.vxd and Wsock32.dll before the installation.
13) Make sure you have loaded TCP/IP. If not, go to Control
Panel>Network>Configuration>add>Protocol.
For step by step troubleshooting internet
access issues, visit this web:
http://www.howtonetworking.com/Troubleshooting/notaccessibale0.htm.
Can't access some web sites
Symptoms: 1) If you're using MS ICS or Windows
server as router to access the Internet, your clients may not be able to
access certain web sites. However, the ICS host or the server doesn't have
this problem.
2) After installed a new router or cable modem replacing
dial-up to access the Internet, you can't access some web sites.
3) You also find that most web sites you can't access are block to ping or
they are security sites using HTTPS.
Causes: 1) The problem
occurs because many web servers block ICMP messages and the packets are
dropped. As a result, the requested web site doesn't load.
2) This problem is caused also by an incompatible MTU networking
setting. You may try to install the latest SP. If you use MS ICS, you may want
to configure all your Client computers to use the new, lower MTU as the
default for all Internet communication. To modify the MTU size, locate the
following registry key: HKEY_LOCAL_MACHINE\ SYSTEM\ CurrentControlSet\
Services\ Tcpip\ Parameters\ Interfaces. If you use a router like Cisco
DSL Router, you may want to adjusting the PPPoE MTU
Size. For example, to adjusting the PPPoE MTU Size on the Cisco DSL
Router, do
interface ethernet0
no shut
ip address <ip address> <subnet mask>
ip adjust-mss 1452
For step by step troubleshooting
internet access issues, visit this web:
http://www.howtonetworking.com/Troubleshooting/notaccessibale0.htm.
Can't
retrieve e-mail from Hotmail through Outlook Express.
SYMPTOMS: When trying to
retrieve e-mail messages from Hotmail through Outlook Express, you may
receive the following error messages: "The server could not be found",
"Unable to poll for new messages on your HTTP server. Account 'Hotmail',
Server 'http://services.msn.com/svcs/hotmail/httpmail.asp', Protocol HTTPMail
Server Response: 'Proxy Authentication Required' (The ISA Server requires
authorization to fullfill the request. Access to the Web Proxy services is
denied.)', Port 0, Secure(SSL): No, Error Number: 0x800CCC37", or "Unable to
poll for new messages on your HTTP server. Account 'Hotmail', Server 'http://services.msn.com/svcs/hotmail/httpmail.asp',
Protocol HTTPMail Server Response: 'Forbidden ( The ISA Server denies the
specified Uniform Resource Locator (URL). )', Port 0, Secure(SSL): No, Error
Number: 0x800CCC33"
Resolutions:: This issue occurs because Outlook Express might not be able
to pass authentication credentials through ISA Server.
1. Add *.hotmail.com;*.msn.com into Exception under IE>Tools>Internet
Options>Connection>LAN Settings>Proxy Settings>Advanced.
2. Use the firewall client and uncheck proxy settings under Internet Options
3. Configure the HTTP redirector filter to send to the requested Web server
on the ISA server. To do this, go to ISA Management>Extensions>Application
Filters>HTTP Redirector Filter>Options, check Send to requested Web server.
4. Configure protocol rules and site and content rules to apply to any
request under ISA server. To do this, go to ISA Management>Access Policy>Site
and Content Rules or Protocol Rules, double-click the appropriate policy and
then click the Applies to tab, and then click
Any Request.
5. If you are running a Windows 2000 Domain. you can force authentication by
using the Windows credentials. To do this, go to AD Domains and Trusts, right
click where it says "Active Directory Domains and Trusts" and choose
properties. Add a new UPN suffix such as hotmail.com and msn.com. Then create
a user with the same name and password as your hotmail account. Set the UPN
for that account to the hotmail.com or msn.com UPN created in the previous
step. Note: this would need to be done for every client that accesses
hotmail. It is recommended that the rights of these accounts be restricted,
perhaps placing them in a special group. If you are using user/group access
restrictions in ISA, make sure these users are granted access.
Can't
enter data on web sites are using non-encrypted forms
Go to Tools>Options>Security>Custom Level>Miscellaneous, check Enable on
Submit Non-encrypted Form Data.
Can't download
files
Te high security level doesn't allow file downloads. Choose a different
security level, or go to the Custom Level>Download, set File Download to
Enable.
Can ping public IPs but not web sites
Symptoms: 1. You can ping any public IPs but
not web sites. 2. The routing table and ipconfig look OK but you can't browse
any web sites.
Resolutions: 1. Check the DNS, for example
using nslookup to troubleshooting.
2. To test, disable any firewall. If it works after disabling firewall,
re-configure the firewall and make sure the firewall doesn't black port 43..
3. Check the status of winsock.dll, wsock32.dll or download winsockfix to fix
the problem
4. Also try to disable DNS client service if you don't have domain network or
use ipconfig /flushdns to purge the DNS resolver cache.
5. Apply SP.
6. Try to logon another user.
7. Check Event Viewer for any errors
8. Remove and re-install NIC with latest drive.
9. Assign static IP, Gateway and DNS manually.
For consultants, refer to IE issue page.
Can't access the
internet after cleaning the virus
Symptoms: 1. After you cleaned Worm Blast and
downloaded ms patch, you are unable to access the internet any more. 2. When
test it, you may be able to ping the public ip but not web site.
Resolutions: Check the status of winsock.dll,
wsock32.dll or download winsockfix to fix the problem.
The page cannot be displayed
Symptoms: When starting
Internet Explorer, you may receive the following error message: “The page
cannot be displayed”.
Cause: These issues may
occur if the Winsock registry keys are damaged or corrupted.
For step by step
troubleshooting internet access issues, visit this web:
http://www.howtonetworking.com/Troubleshooting/notaccessibale0.htm.
Troubleshooting
Spyware
If uninstalling or spyware-remover software don't remove the psyware, you
may want to use MSCONFIG plus Task Manger to find the expected spyware, and
the modify the registry.
Your current security settings prohibit running ActiveX controls on this
page.
Causes: 1. No connection to the Internet.
2. Incorrect DNS settings.
3. Improper IE security settings.
4. Improper IE LAN settings. Refer to :RL0602204 |
