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Steve Herrod
Steve Herrod, Computer Support Specialist
Category: Laptop
Satisfied Customers: 3283
Experience:  Conversant with all makes/models of laptop
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I purchased a new samsung 300 E7a laptop from BHS Direct shortly

Customer Question

I purchased a new samsung 300 E7a laptop from BHS Direct shortly before Christmas and although it initially worked internet explorer has decided not to work anymore. I contacted my broadband provider (Virgin Media) as I assumed it was a broadband problem although my desktop worked perfectly, I even tried the laptop with the ethernet lead but still no joy. Virgin media were unable to resolve the problem and said it was a problem with the laptop. I have had to download Google chrome and Firefox in order to be able to use the internet but am not happy with either of these and would prefer internet explorer. The model number is XXXXX B and I took out the 3 year warranty option although I have not recieved any paperwork to veryfy this.
Submitted: 3 years ago.
Category: Laptop
Expert:  Steve Herrod replied 3 years ago.

Steve Herrod :

Hi, I'll be happy to help with this issue

Steve Herrod :

as Chrome/Firefox are working that would indicate that the hardware etc is ok

Steve Herrod :

Can you let me know what version of Windows is installed on the laptop?

Steve Herrod :

I would assume Windows 7 or 8 but just want to be sure

Steve Herrod :

There are a couple of things that may be worth trying if Virgin Media didn't already try these

Steve Herrod :

Firstly I would try resetting Internet Exploere

Steve Herrod :

or Internet Explorer even

Steve Herrod :

This link should take you to a Microsoft Fix-it which will do this for you

Steve Herrod :

once that is complete see if Internet Explorer then works correctly

Steve Herrod :

If not, a second option would be to perform a system restore

Steve Herrod :

this will reset the configuration files and any settings back to a certain date

Steve Herrod :

but will not erase any documents/e-mails etc that you have created

Steve Herrod :

If you go to Start-->All Programs-->Accessories-->System Tools-->System Restore

Steve Herrod :

you should get an image like this

Steve Herrod :

Full Size Image

Steve Herrod :

from this option, select 'Choose a different Restore Point'

Steve Herrod :

and then you will have a list of dates/times that you can revert to

Steve Herrod :

if possible choose the most recent time when Internet Explorer worked

Steve Herrod :

and then this will restore the system hopefully to a fully functioning state

Steve Herrod :

Let me know if that works or for any further advice before trying it

Steve Herrod :

am also based in UK

Steve Herrod :

cheers

Steve Herrod :

Steve

Steve Herrod, Computer Support Specialist
Category: Laptop
Satisfied Customers: 3283
Experience: Conversant with all makes/models of laptop
Steve Herrod and 2 other Laptop Specialists are ready to help you
Customer: replied 3 years ago.

Hi Steve. Firstly the system is windows 7. Resetting internet explorer did not work so I tried the system restore and that seems to have resolved the problem. Now having problem with Norton security but will come back to you later. Thanks

Expert:  Steve Herrod replied 3 years ago.
Hi Richard,

Glad things seem to be getting back to normal - will be happy to help if Norton is still causing a problem.

Cheers

Steve
Customer: replied 3 years ago.

Thanks Steve

Expert:  Steve Herrod replied 3 years ago.
You're welcome

Cheers

Steve

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