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chrisaw
chrisaw, DevOps Manager
Category: Microsoft Office
Satisfied Customers: 13
Experience:  DevOps Manager with over 10 years experience in the DevOps and IT field.
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I can download ie 11 but it will not install. i am running

Resolved Question:

I can download ie 11 but it will not install. i am running windows 7 with sp1 installed
Submitted: 11 months ago.
Category: Microsoft Office
Expert:  chrisaw replied 11 months ago.
Hi Peter, I'm more than happy to help with this! Are you able to tell me what the error is when you try to install Internet Explorer 11? This should help me get to the bottom of why this wont install and get the issue resolved for you. Thanks! Christopher
Customer: replied 11 months ago.
I have downlaoded the software then get to the box where it asks me to install it but then I get a message saying the install was unsuccesful but there is no error message
Customer: replied 11 months ago.
I have checked the update log and it can't update silverlight or ie 11.
Expert:  chrisaw replied 11 months ago.
I believe I know what the issue is. This is often caused by the way Microsoft release updates to Windows 7 (since the update model has changed in Windows 8.1 and the changes also affect Windows 7 users.) This is commonly caused by Internet Explorer 11 showing up in the list of available updates but failing to actually install until some other updates are already applied. The best way to resolve this issue is usually to install all *other* available updates first (excluding Silverlight and Internet Explorer 11), restart your computer when asked and keep checking for updates. Once there are no other updates available - Internet Explorer 11 should install properly at that point. If you have already tried this and the only updates remaining are Internet Explorer 11 and Silverlight - another solution is often to remove an old unsupported version of Internet Explorer (for example, if you have Internet Explorer 9 installed currently try removing that and reverting your IE version all the way back to the stock version shipped with Windows 7. As I say - this is a last resort - try the windows updates trick first and let me know if you need further guidance on how to complete this. Alternatively - I'm more than happy to remotely connect to your computer and attempt to resolve this that way. Whatever works for you. :) Thanks! Christopher
Customer: replied 11 months ago.
The only updates which appear to be outstanding are Silverlight and IE 11. If I uninstall IE9 is this just a matter of going into control panel then programs and selecting Internet explorer and uninstalling it?
Expert:  chrisaw replied 11 months ago.
Basically yep - although it will show up in the "Uninstall an update" section which you can reach with the following instructions:Click the Start button, type Programs and Features in the search box, and then click View installed updates in the left pane.Under Uninstall an update, scroll down to the Microsoft Windows section.Right-click Windows Internet Explorer 9, click Uninstall, and then, when prompted, click Yes.Click Restart now to finish the process of uninstalling Internet Explorer 9.After your computer restarts, try to install Internet Explorer 11.
Customer: replied 11 months ago.
I have got a message saying that an error has occurred and not all updates have been successfully uninstalled
Expert:  chrisaw replied 11 months ago.
My apologies - did you close Internet Explorer before you attempted those steps? If not - could you close it and try again? (forgot to mention that) If that doesn't work - you can try running through and installing the following list of necessary updates required for Internet Explorer 11 to successfully install: http://support.microsoft.com/kb/2729094http://support.microsoft.com/kb/2731771http://support.microsoft.com/kb/2533623http://support.microsoft.com/kb/2670838http://support.microsoft.com/kb/2786081 Some of these may not show up as urgent updates on Microsoft Update but are actually necessary to successfully install IE11. I have seen this issue before and it's a bit of a tricky one to diagnose because the same error can mean many different underlying issues and it's a case of finding which one is causing the install to fail on your computer. Thanks! Christopher
Customer: replied 11 months ago.
Not doing very well here. I rebooted my computer and tried to uninstall the update to IE 9 again and had the same error message. I have tried to install the updates that you sent me links for and they don't apply to my computer!What next?
Expert:  chrisaw replied 11 months ago.
I think the best way forward is for me to take a look and see if I can spot any problems if you're OK with that? If so - please download and install the Remote Assistance software from: http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=0ebb827e-b360-4f01-a9c1-ce107893cb0c From there I will be able to connect to your computer remotely and have a look to see if I can see what's causing the problem. Thanks, Christopher
Expert:  chrisaw replied 11 months ago.
Hi Peter, I've just realised by performing a "clean boot" (which I have just done) I've likely stopped the remote connection software from starting automatically. Could you possibly run the following again to allow me to re-connect? (sorry about this!) http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=0ebb827e-b360-4f01-a9c1-ce107893cb0c Thanks! Christopher
Expert:  chrisaw replied 11 months ago.
Hi Peter, Just to reiterate what we discussed on the live chat - in order to resolve this problem you have three options: 1.) Perform a "repair install" using a Windows 7 DVD. This should be quite easy to do and should hopefully resolve the problem and allow you to continue installing updates properly. 2.) Perform a clean Windows 7 reinstall which *will* address the issue but will also delete all of your data so be very careful with that option and make sure you back anything important up first. 3.) Upgrade to Windows 10 - this is also likely to resolve the issue (as long as the Windows 10 upgrade its self works) but then you're stuck on Windows 10 and it's very difficult to downgrade back to Windows 7 if you don't like it (essentially you're then stuck with option #2 if you wanted to revert.) In order to download and burn a legal copy of the Windows 7 install DVD you can do this at: https://www.microsoft.com/en-gb/software-download/windows7 For this you will need your Windows install key (which you can get by running the key.vbs file on your Desktop) and a blank DVD. As long as your computer has a DVD writer that should be all you need. If your computer does *not* have a DVD writer you could achieve the same results with a USB drive if you prefer. Hope this helps and best of luck with this. I'm very sorry we were not able to correct this on the live assistance session but unfortunately due to the nature of the problem it doesn't look like any kind of repair without using a Windows install DVD is going to work at this point. Thanks again! Christopher
Expert:  chrisaw replied 11 months ago.
Oops - forgot to allow ratings. This is now corrected. Thanks again! Christopher
chrisaw, DevOps Manager
Category: Microsoft Office
Satisfied Customers: 13
Experience: DevOps Manager with over 10 years experience in the DevOps and IT field.
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