I would like to help you, please let me know when you are ready
hi, it seems there is a problem on your computer (with your browser)
are you using your apple ipad to communicate with me now?
no my laptop
on the computer you have problems with, do you have windows 7 operating system?
yes I am able to access the internet but my problem arrises when I try to open my emails on my laptop.
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 ?
can you open it
now do you see the ADVANCED tab at top ?
(must be the last tab)
do you see the RESET button at bottom?
which buttons do you see?
(you need to go to ADVANCED tab first)
am in control panel which gives me options to uninstall etc
do you see the "internet" options icon?
are you in internet options now?
yes. I have opened it
are you in GENERAL tab now?
do you see the ADVANCED tab at top? (last tab)
can you go there,
when you are there,please let me know
have opened advanced tab
now do you see two buttons there?
(or one button depending on the versions)
have lots of setting options and a reser
a reset button is there?
can you press it
it will restore your ie to factory condition
it says before I can reset must close all open windows and programs
can you do it
not until I close all programs
you need to close only internet explorer pages
what is the problem exactly?
I cannot close the internet because I am talking to you
can you close it too
I will be here waiting
when done, you can come to this page
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
if we don't close the page we will not be able to fix theproblem
ok will do
wont let me close the page I am talking to you on
what happens exactly?
when I try to close the page I asks me to rate your performance before I can close it
can you add this page to your favorites (bookmarks)
and then come back again later ?
were you able to reset?
hi jerry. tried to reset which it did but has not solved the problem
ok, solution #2
do you have firefox? (if you don't know what firefox is please let me know)
no don't have firefox
can you go to www.mozilla.org
and download it & install
yes. shall I come back to you when I have done it
after downloading firefox please install it. after instllation please open your firefox and try to open your mail
were you able to download firefox?
yes and it seems to have fixed the problem
happy to hear that
we understood that there was a problem with your ie
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.
yes using norton but thinking of changing as its due for renewel soon
if you want you can remove it (uninstall) and then try to check your email with internet explorer
ok will try that . thanks for you help with firefox etc
you are welcome
I will be here anytime if you need help in the future
you are welcome.
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.