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Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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I am trying to open my emails [email protected]

Resolved Question:

I am trying to open my emails [email protected] and when I do internet explorer shuts down. any ideas? I am able to open them on my apple ipad
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir/madam

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready

Customer:

ready

XXXXX XXXXXnell :

hi, it seems there is a problem on your computer (with your browser)

XXXXX XXXXXnell :

are you using your apple ipad to communicate with me now?

Customer:

no my laptop

XXXXX XXXXXnell :

on the computer you have problems with, do you have windows 7 operating system?

Customer:

yes I am able to access the internet but my problem arrises when I try to open my emails on my laptop.

XXXXX XXXXXnell :

can you click your start button (on the computer you are having problems with) and then go to control panel. do you see "internet options" iconh ?

XXXXX XXXXXnell :

icon?

Customer:

yes

XXXXX XXXXXnell :

can you open it

XXXXX XXXXXnell :

now do you see the ADVANCED tab at top ?

XXXXX XXXXXnell :

(must be the last tab)

Customer:

yes

XXXXX XXXXXnell :

do you see the RESET button at bottom?

Customer:

no

XXXXX XXXXXnell :

which buttons do you see?

XXXXX XXXXXnell :

(you need to go to ADVANCED tab first)

Customer:

am in control panel which gives me options to uninstall etc

XXXXX XXXXXnell :

do you see the "internet" options icon?

XXXXX XXXXXnell :

internet options

Customer:

yes

XXXXX XXXXXnell :

can you open it

XXXXX XXXXXnell :

are you in internet options now?

Customer:

yes. I have opened it

XXXXX XXXXXnell :

are you in GENERAL tab now?

Customer:

yes

XXXXX XXXXXnell :

do you see the ADVANCED tab at top? (last tab)

Customer:

yes

XXXXX XXXXXnell :

can you go there,

XXXXX XXXXXnell :

when you are there,please let me know

Customer:

ok

XXXXX XXXXXnell :

waiting

Customer:

have opened advanced tab

XXXXX XXXXXnell :

now do you see two buttons there?

XXXXX XXXXXnell :

(or one button depending on the versions)

Customer:

have lots of setting options and a reser

XXXXX XXXXXnell :

a reset button is there?

Customer:

yes

XXXXX XXXXXnell :

can you press it

XXXXX XXXXXnell :

it will restore your ie to factory condition

Customer:

it says before I can reset must close all open windows and programs

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you do it

Customer:

not until I close all programs

XXXXX XXXXXnell :

you need to close only internet explorer pages

XXXXX XXXXXnell :

can you do it

Customer:

no

XXXXX XXXXXnell :

what is the problem exactly?

Customer:

I cannot close the internet because I am talking to you

XXXXX XXXXXnell :

can you close it too

XXXXX XXXXXnell :

I will be here waiting

XXXXX XXXXXnell :

when done, you can come to this page

Customer:

sorry not sure what you mean. am I right that you want me to close the page I am talking to you on then reset

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

if we don't close the page we will not be able to fix theproblem

Customer:

ok will do

XXXXX XXXXXnell :

waiting

Customer:

wont let me close the page I am talking to you on

XXXXX XXXXXnell :

what happens exactly?

Customer:

when I try to close the page I asks me to rate your performance before I can close it

XXXXX XXXXXnell :

can you add this page to your favorites (bookmarks)

XXXXX XXXXXnell :

and then come back again later ?

Customer:

ok

Customer:

hi jerry

XXXXX XXXXXnell :

hi again

XXXXX XXXXXnell :

were you able to reset?

Customer:

hi jerry. tried to reset which it did but has not solved the problem

XXXXX XXXXXnell :

ok, solution #2

XXXXX XXXXXnell :

do you have firefox? (if you don't know what firefox is please let me know)

Customer:

no don't have firefox

XXXXX XXXXXnell :

can you go to www.mozilla.org

XXXXX XXXXXnell :

and download it & install

Customer:

yes. shall I come back to you when I have done it

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

I will be here waiting

Customer:

ok

XXXXX XXXXXnell :

after downloading firefox please install it. after instllation please open your firefox and try to open your mail

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

welcome

XXXXX XXXXXnell :

were you able to download firefox?

Customer:

yes and it seems to have fixed the problem

XXXXX XXXXXnell :

happy to hear that

XXXXX XXXXXnell :

we understood that there was a problem with your ie

Customer:

ie

Customer:

?

XXXXX XXXXXnell :

internet explorer

Customer:

yes

XXXXX XXXXXnell :

are you using a real time protection utility like Norton or avg ? it seems it is causing a problem in internet explorer when you open your email.

Customer:

yes using norton but thinking of changing as its due for renewel soon

XXXXX XXXXXnell :

if you want you can remove it (uninstall) and then try to check your email with internet explorer

Customer:

ok will try that . thanks for you help with firefox etc

XXXXX XXXXXnell :

you are welcome

Customer:

bye

XXXXX XXXXXnell :

I will be here anytime if you need help in the future

Customer:

thanks

XXXXX XXXXXnell :

you are welcome.

XXXXX XXXXXnell :

I will be happy if you rate my service using one of the smiley icons.
I will be happy to help you if you may have problems in the future.
Have a nice day,
Best regards.

Jerry Hannell and 2 other Computer Specialists are ready to help you