problem with i.e. 11

[Kaatie]

I can't use EDGE as I need to use java based programs and my IE 11 keeps freezing and booting.  Files have corroded and  I can't uninstall and reinstall to repair.   PC is useless to me as is;  what options do I have to get IE 11 back?  ( I did the reset;  it didn't help.)

[IT_WinSec]

Hello @Kaatie

Welcome to the HP Support forum. Thank you for posting.

In Windows 10 you cannot uninstall/reinstall Internet Explorer (IE11) just like a regular app.

Can you post your full HP product model and product number >> http://support.hp.com/us-en/document/c00033108

Did you upgrade to Windows 10 from previous Windows version 

or it came preinstalled on your PC ?

[Kaatie]

Hello.   I have an HP ENVY 750-160QE DT (KAILI2) PC US.     Product number:  NOX14AV.    Windows 10 was on the computer when I received it.   I knew it had IE 11 but no idea you could not uninstall/reinstall to repair.  

[IT_WinSec]

Hello,

IE11 is a native app of (intergrated in) Windows 10. Therefore, it cannot be uninstalled and reinstalled like a 3rd party browser (or like in the XP era, when you had default IE6 but then installed IE7 and IE8 like apps).

I suggest you try the following steps:

- Uninstall any 3rd party security products (antivirus, firewalls, etc) - products like McAfee (usually comes preinstalled). For McAfee uninstallation (if present), please use the McAfee MCPR tool > http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp

- Check the PC for malware and remove if anything found. 

Use HitmanPro >>https://www.hitmanpro.com/en-us/hmp.aspx

Use ESET Online Scanner >> http://download.eset.com/special/eos/esetonlinescanner_enu.exe

- (I see you already did the reset but still....)  Go to Control Panel -> Internet options -> Advanced tab

Reset IE to defaut setting

- Try Microsoft FixIt - Automatic solution and checking for issues >> Troubleshoot IE problems > http://aka.ms/diag_iebrowser

Please, perform the above steps. I hope it will help you fix the problem.

If it stil does not help, I will to need to know what software is installed on your machine and what runs with it.

Download Trend Micro's HiJackThis app:

https://sourceforge.net/projects/hjt/

Save and run the exe file.

1) Click on "Do a scan and save log file" button

After scan, if a log file pops up in Notepad - that is excellent. If not, choose "Save log" button and choose to save the log file somehwere

The log file - open it, choose "Select All" (CTR + A) , then copy it and paste it all here in your next reply.

2) Open HiJackThis app again - in the Main screen , choose "Open the Misc tools section".

Choose "Open Uninstall Manager" button. Choose "Save list" button and specify where you would like to save this log. When you press Save button a notepad will open with the contents of that file.

Copy and paste all the info and place it your next reply

You can now close HiJackThis and delete it.

[Kaatie]

First, thank you so much for trying to help me!   I did everything you said and IE 11 is still freezing up on me.  I was out of my depth with the last step but did what I could and saved the log:

Logfile of Trend Micro HijackThis v2.0.5
Scan saved at 6:08:06 PM, on 2/4/2017
Platform: Unknown Windows (WinNT 6.02.1008)
MSIE: Internet Explorer v11.0 (11.00.14393.0000)

Boot mode: Normal

Running processes:
C:\Users\maureen\AppData\Local\Microsoft\OneDrive\OneDrive.exe
C:\Program Files (x86)\Common Files\AOL\1464532418\ee\aolsoftware.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\waol.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\shellmon.exe
C:\Program Files (x86)\Common Files\AOL\Topspeed\3.0\aoltpsd3.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\aolbrowser.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe
C:\Users\maureen\Downloads\HijackThis.exe
C:\Program Files (x86)\AOL Desktop 9.8.2\AOLBrowser\AolBrowserTab.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://hp15-comm.msn.com/?pc=HRTE
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = Preserve
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/p/?LinkId=619797&pc=UE03&ocid=UE03DHP
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/p/?LinkId=255141
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/p/?LinkId=255141
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Local Page = C:\WINDOWS\SysWOW64\blank.htm
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
F2 - REG:system.ini: UserInit=
O2 - BHO: Java(tm) Plug-In SSV Helper - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files (x86)\Java\jre1.8.0_121\bin\ssv.dll
O2 - BHO: Evernote extension - {92EF2EAD-A7CE-4424-B0DB-499CF856608E} - C:\Program Files (x86)\Evernote\Evernote\EvernoteIE.dll
O2 - BHO: Java(tm) Plug-In 2 SSV Helper - {DBC80044-A445-435b-BC74-9C25C1C588A9} - C:\Program Files (x86)\Java\jre1.8.0_121\bin\jp2ssv.dll
O2 - BHO: HP Network Check Helper - {E76FD755-C1BA-4DCB-9F13-99BD91223ADE} - C:\Program Files (x86)\Hewlett-Packard\HP Support Framework\Resources\HPNetworkCheck\HPNetworkCheckPlugin.dll
O4 - HKLM\..\Run: [HostManager] C:\Program Files (x86)\Common Files\AOL\1464532418\ee\AOLSoftware.exe
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe"
O4 - HKCU\..\Run: [OneDrive] "C:\Users\maureen\AppData\Local\Microsoft\OneDrive\OneDrive.exe" /background
O4 - HKCU\..\Run: [AOL Fast Start] "C:\Program Files (x86)\AOL Desktop 9.8.2\AOL.EXE" -b
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\Program Files (x86)\Microsoft Office\Root\Office16\EXCEL.EXE/3000
O8 - Extra context menu item: Se&nd to OneNote - res://C:\Program Files (x86)\Microsoft Office\Root\Office16\ONBttnIE.dll/105
O9 - Extra button: @C:\Program Files (x86)\Hewlett-Packard\HP Support Framework\Resources\HPNetworkCheck\HPNetworkCheckPlugin.dll,-103 - {25510184-5A38-4A99-B273-DCA8EEF6CD08} - C:\Program Files (x86)\Hewlett-Packard\HP Support Framework\Resources\HPNetworkCheck\NCLauncherFromIE.exe
O9 - Extra 'Tools' menuitem: @C:\Program Files (x86)\Hewlett-Packard\HP Support Framework\Resources\HPNetworkCheck\HPNetworkCheckPlugin.dll,-102 - {25510184-5A38-4A99-B273-DCA8EEF6CD08} - C:\Program Files (x86)\Hewlett-Packard\HP Support Framework\Resources\HPNetworkCheck\NCLauncherFromIE.exe
O9 - Extra button: Send to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIE.dll
O9 - Extra 'Tools' menuitem: Se&nd to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIE.dll
O9 - Extra button: OneNote Lin&ked Notes - {789FE86F-6FC4-46A1-9849-EDE0DB0C95CA} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIELinkedNotes.dll
O9 - Extra 'Tools' menuitem: OneNote Lin&ked Notes - {789FE86F-6FC4-46A1-9849-EDE0DB0C95CA} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIELinkedNotes.dll
O9 - Extra button: @C:\Program Files (x86)\Evernote\Evernote\OLIEResource.dll,-101 - {A95fe080-8f5d-11d2-a20b-00aa003c157a} - C:\Program Files (x86)\Evernote\Evernote\\EvernoteIERes\AddNote.html
O9 - Extra 'Tools' menuitem: @C:\Program Files (x86)\Evernote\Evernote\OLIEResource.dll,-101 - {A95fe080-8f5d-11d2-a20b-00aa003c157a} - C:\Program Files (x86)\Evernote\Evernote\\EvernoteIERes\AddNote.html
O11 - Options group: [ACCELERATED_GRAPHICS] Accelerated graphics
O18 - Protocol: mso-minsb-roaming.16 - {83C25742-A9F7-49FB-9138-434302C88D07} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: mso-minsb.16 - {42089D2D-912D-4018-9087-2B87803E93FB} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: osf-roaming.16 - {42089D2D-912D-4018-9087-2B87803E93FB} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: osf.16 - {5504BE45-A83B-4808-900A-3A5C36E7F77A} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: tbauth - {14654CA6-5711-491D-B89A-58E571679951} - C:\Windows\SysWOW64\tbauth.dll
O18 - Protocol: windows.tbauth - {14654CA6-5711-491D-B89A-58E571679951} - C:\Windows\SysWOW64\tbauth.dll
O23 - Service: Adobe Acrobat Update Service (AdobeARMservice) - Adobe Systems Incorporated - C:\Program Files (x86)\Common Files\Adobe\ARM\1.0\armsvc.exe
O23 - Service: @%SystemRoot%\system32\Alg.exe,-112 (ALG) - Unknown owner - C:\WINDOWS\System32\alg.exe (file missing)
O23 - Service: AOL Connectivity Service (AOL ACS) - AOL Inc. - C:\Program Files (x86)\Common Files\AOL\ACS\AOLAcsd.exe
O23 - Service: @oem66.inf,%BlueBcmBtRSupport.SVCNAME%;Bluetooth Driver Management Service (BcmBtRSupport) - Unknown owner - C:\WINDOWS\system32\BtwRSupportService.exe (file missing)
O23 - Service: Intel(R) Content Protection HECI Service (cphs) - Intel Corporation - C:\WINDOWS\SysWow64\IntelCpHeciSvc.exe
O23 - Service: Dropbox Update Service (dbupdate) (dbupdate) - Dropbox, Inc. - C:\Program Files (x86)\Dropbox\Update\DropboxUpdate.exe
O23 - Service: Dropbox Update Service (dbupdatem) (dbupdatem) - Dropbox, Inc. - C:\Program Files (x86)\Dropbox\Update\DropboxUpdate.exe
O23 - Service: @%SystemRoot%\system32\DiagSvcs\DiagnosticsHub.StandardCollector.ServiceRes.dll,-1000 (diagnosticshub.standardcollector.service) - Unknown owner - C:\WINDOWS\system32\DiagSvcs\DiagnosticsHub.StandardCollector.Service.exe (file missing)
O23 - Service: @%SystemRoot%\system32\efssvc.dll,-100 (EFS) - Unknown owner - C:\WINDOWS\System32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\fxsresm.dll,-118 (Fax) - Unknown owner - C:\WINDOWS\system32\fxssvc.exe (file missing)
O23 - Service: Google Update Service (gupdate) (gupdate) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe
O23 - Service: Google Update Service (gupdatem) (gupdatem) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe
O23 - Service: HP Software Framework Service (hpqwmiex) - Hewlett-Packard Company - C:\Program Files (x86)\Hewlett-Packard\Shared\hpqwmiex.exe
O23 - Service: HP Support Solutions Framework Service (HPSupportSolutionsFrameworkService) - HP Inc. - C:\Program Files (x86)\Hewlett-Packard\HP Support Solutions\HPSupportSolutionsFrameworkService.exe
O23 - Service: Intel(R) HD Graphics Control Panel Service (igfxCUIService2.0.0.0) - Unknown owner - C:\WINDOWS\system32\igfxCUIService.exe (file missing)
O23 - Service: Intel(R) Capability Licensing Service TCP IP Interface - Intel(R) Corporation - C:\Program Files\Intel\iCLS Client\SocketHeciServer.exe
O23 - Service: Intel(R) Security Assist - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Security Assist\isa.exe
O23 - Service: Intel(R) Ready Mode Technology (IRMTService) - Intel Corporation - c:\Program Files\Intel\Intel(R) Ready Mode Technology\IRMTService.exe
O23 - Service: Intel(R) Security Assist Helper (isaHelperSvc) - Unknown owner - C:\Program Files (x86)\Intel\Intel(R) Security Assist\isaHelperService.exe
O23 - Service: Intel(R) Dynamic Application Loader Host Interface Service (jhi_service) - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Management Engine Components\DAL\jhi_service.exe
O23 - Service: @keyiso.dll,-100 (KeyIso) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: Intel(R) Management and Security Application Local Management Service (LMS) - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Management Engine Components\LMS\LMS.exe
O23 - Service: @comres.dll,-2797 (MSDTC) - Unknown owner - C:\WINDOWS\System32\msdtc.exe (file missing)
O23 - Service: @%SystemRoot%\System32\netlogon.dll,-102 (Netlogon) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: Cyberlink RichVideo64 Service(CRVS) (RichVideo64) - Unknown owner - C:\Program Files\CyberLink\Shared files\RichVideo64.exe
O23 - Service: @%systemroot%\system32\Locator.exe,-2 (RpcLocator) - Unknown owner - C:\WINDOWS\system32\locator.exe (file missing)
O23 - Service: Realtek Audio Service (RtkAudioService) - Realtek Semiconductor - C:\Program Files\Realtek\Audio\HDA\RtkAudioService64.exe
O23 - Service: @%SystemRoot%\system32\samsrv.dll,-1 (SamSs) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\SensorDataService.exe,-101 (SensorDataService) - Unknown owner - C:\WINDOWS\System32\SensorDataService.exe (file missing)
O23 - Service: @%SystemRoot%\system32\snmptrap.exe,-3 (SNMPTRAP) - Unknown owner - C:\WINDOWS\System32\snmptrap.exe (file missing)
O23 - Service: @%systemroot%\system32\spoolsv.exe,-1 (Spooler) - Unknown owner - C:\WINDOWS\System32\spoolsv.exe (file missing)
O23 - Service: @%SystemRoot%\system32\sppsvc.exe,-101 (sppsvc) - Unknown owner - C:\WINDOWS\system32\sppsvc.exe (file missing)
O23 - Service: @%SystemRoot%\system32\TieringEngineService.exe,-702 (TieringEngineService) - Unknown owner - C:\WINDOWS\system32\TieringEngineService.exe (file missing)
O23 - Service: @%SystemRoot%\system32\ui0detect.exe,-101 (UI0Detect) - Unknown owner - C:\WINDOWS\system32\UI0Detect.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vaultsvc.dll,-1003 (VaultSvc) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vds.exe,-100 (vds) - Unknown owner - C:\WINDOWS\System32\vds.exe (file missing)
O23 - Service: @%systemroot%\system32\vssvc.exe,-102 (VSS) - Unknown owner - C:\WINDOWS\system32\vssvc.exe (file missing)
O23 - Service: @%systemroot%\system32\wbengine.exe,-104 (wbengine) - Unknown owner - C:\WINDOWS\system32\wbengine.exe (file missing)
O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-320 (WdNisSvc) - Unknown owner - C:\Program Files (x86)\Windows Defender\NisSrv.exe (file missing)
O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-310 (WinDefend) - Unknown owner - C:\Program Files (x86)\Windows Defender\MsMpEng.exe (file missing)
O23 - Service: @%Systemroot%\system32\wbem\wmiapsrv.exe,-110 (wmiApSrv) - Unknown owner - C:\WINDOWS\system32\wbem\WmiApSrv.exe (file missing)
O23 - Service: @%PROGRAMFILES%\Windows Media Player\wmpnetwk.exe,-101 (WMPNetworkSvc) - Unknown owner - C:\Program Files (x86)\Windows Media Player\wmpnetwk.exe (file missing)

--
End of file - 12432 bytes

I hope this is what you needed as I really didn't know quite what this was.....

Thank you again,  if this does not help, do you think I need to get the discs from HP and put everthing back to as when I bought it?   I hope not but am beginning to think that is my only option.   I do not have a good opinion of Microsoft right now as this could have been eliminated if I had the uninstall/reinstall option which would have repaired IE 11.

[mdklassen]

> O23 - Service: Google Update Service (gupdate) (gupdate) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe

> O23 - Service: Google Update Service (gupdatem) (gupdatem) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe

What happens when you try to use Google Chrome to access that web-site?

[mdklassen]

> O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-310 (WinDefend) - Unknown owner - C:\Program Files (x86)\Windows Defender\MsMpEng.exe (file missing)

Hmm.  It is disconcerting that this Microsoft anti-virus product file is "missing".

Are you logged-in to a 'user' ID or an ID with 'Administrator' privileges?

If the former, then running HiJackThis has been prevented from accessing 'MsMpEng.exe',

and so you get an error-message, and the error-message is misleading.

[IT_WinSec · Accepted solution]

---

@Kaatie wrote:

First, thank you so much for trying to help me!   I did everything you said and IE 11 is still freezing up on me.  I was out of my depth with the last step but did what I could and saved the log:

(...)

Thank you again,  if this does not help, do you think I need to get the discs from HP and put everthing back to as when I bought it?   I hope not but am beginning to think that is my only option.   I do not have a good opinion of Microsoft right now as this could have been eliminated if I had the uninstall/reinstall option which would have repaired IE 11.

---

You are most welcome 🙂

No worries, you did it all right and correct.

Does IE freeze on all kind of sites ? I found something old on the Internet that IE 11 might have issues with some AOL sites https://answers.microsoft.com/en-us/ie/forum/ie11-iewindows8_1/ie-simply-refuses-to-get-along-with-t... , not sure if related but did notice your AOL Browser software.

If you can, the best would be to perform HP Recovery (a.k.a. restore the PC back to default condition). Generally speaking, you may not need discs from HP as all new computers in the past years (which have Windows preinstalled) have a recovery partition where the Windows image resides and this partition can be used for HP Recovery instead of discs.  Of couse, the recovery partition needs to be there and must be intact and working fine.

Here are interactive instructions how to perform a recovery to default condition >> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&section=ccweb&SFS=tdoc

Please, note that after you perform recovery it is also recommended to get rid of 3rd party security apps you may have.

Also, install 3rd party apps (like AOL, etc...) one by one and test after installing each so that you exclude them from causing the issue.

Another potential root cause of this issue may be some faulty update that Microsoft applied to your PC. As you probably know Windows 10 updates itself automatically by design (unlike previous Windows editions where used had some sort of choice what and when to install).

Hopefully, this will work. Let me know if you face difficulties.

[Kaatie]

Hello and thank you very much for all your help.   I became a bit overwhelmed as I only understand most basics but I did try the reset again.   However, this was a different format (which somehow I stumbled across researching some of the things you said) and it took a long time so I am unsure what "reset" I did before unless I did it just to the IE 11. which I didn't even know was possible.  This was entirely different with my pc turning on and off and on and off etc....   Nevertheless right now my IE11 is not freezing;  no idea if it will last or not.    I hope so as I have become very frustrated with it.   Again I thank you so much;   your help is very appreciated.   So I will check as problem solved and keep all fingers and toes crossed.   🙂

[IT_WinSec]

Thank you for the update.  You are most welcome 🙂

Good luck