How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jerry Hannell Your Own Question

Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
14934061
Type Your Computer Question Here...
Jerry Hannell is online now

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, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
Jerry Hannell and 6 other Computer Specialists are ready to help you

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Kamil Anwar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    161
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
< Previous | Next >
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg Kamil Anwar's Avatar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    161
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.co.uk/uploads/WI/Windowspcfix/2013-8-19_153826_ja12.64x64.jpg James K.'s Avatar

    James K.

    Consultant

    Satisfied Customers:

    93
    Technical Director of IT Company
  • http://ww2.justanswer.co.uk/uploads/JO/JonTech/2011-10-25_111835_A2c.64x64.jpg Jon-Tech's Avatar

    Jon-Tech

    IS Manager

    Satisfied Customers:

    61
    20 yrs: Computers, Networking
  • http://ww2.justanswer.co.uk/uploads/JA/jamieratliff/2012-2-8_194551_jamie.64x64.jpg jamieratliff's Avatar

    jamieratliff

    Information Systems Manager

    Satisfied Customers:

    21
    Jamie has worked in the Information Technology field for over a decade.
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERleg4q7o8/2012-3-6_203036_meja.64x64.png TheDoctor's Avatar

    TheDoctor

    Software Engineer

    Satisfied Customers:

    16
    Experienced Software Engineer
  • http://ww2.justanswer.co.uk/uploads/FI/FisherEngineering/2012-1-18_194422_Fisher375Headshotcompressed239K.64x64.jpg Bill Fisher's Avatar

    Bill Fisher

    Computer Engineer

    Satisfied Customers:

    1
    Computer system design, networks, integration, general support.
  • http://ww2.justanswer.co.uk/uploads/ZE/zeyank/2014-12-9_221254_zeyank.64x64.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1739
    A+ Certified Technician - 10 Years experience working with all types of computer systems.