Troubleshooting Web Browsing Problems

There are several possible causes that could be responsible for your web browsing issues - including Internet connectivity, malware or outdated software. We can go through some of these troubleshooting options and hopefully solve your problem.

Update your Web Browser

Since you think that your connection is ok and that you are online - especially since your browser is working a bit, at least for eBay - let’s start with your web browser. The program that you use to surf the Internet is at its best when the software is up to date. The first thing to do is visit the web page for your web browser. This should be possible without a browser as long as you can enter an address directly into the URL address bar. If you are using a Windows operating system, you are most likely using Internet Explorer. The most recent release of IE is 8. To get to the IE 8 page, try this link - if you can’t use it, type this into your address bar: http://www.microsoft.com/nz/windows/internet-explorer/default.aspx then click to download the latest version. This might not resolve the issue by itself, but is a step in the right direction.

Update and Run Malware and Virus Scans

Another important update is to your antivirus and malware program. Make sure that whatever scans you use are up to date with the latest definitions then run full scans until they come back clean. If there is anything interfering with your web browsing, this should take care of it.

Reset Host Files

There might have been an alteration to a host file that stops you from accessing some web sites. The exact fix for this problem varies for different operating systems so I can’t outline the exact steps without knowing more about your system. Instead, here is the URL for the Microsoft support page that has the various instructions: http://support.microsoft.com/kb/972034

Delete Temporary Internet Files

You might be having a glitch with some of your frequently visited sites  - delete any cached files and temporary Internet files.

1.    Close all your open windows and quit all your open programs - Internet Explorer and Windows Explorer

2.    Click the Start button, then Control Panel

3.    Double click Internet Options

4.    Under the General tab, and under Temporary Internet Files, click Delete Files

5.    In the Delete Files box, click to check the Delete All Content box

6.    Click OK, then OK again

I hope that some combination of these tips resolves your issue - if not, please write again and we can take it from there. Good luck.

Stretch to Max the IE Window

I hope so! A lot of the time stretching to maximize the window before quitting Internet Explorer will program the application to open subsequent pages to the same maximized setting, but not always. In this case, some users suggest a similar procedure with a few modifications:

• First - close all but one IE window
• Then stretch out the page - rather than clicking to maximize.
• Instead of clicking a link, right click it to open the drop menu
• Then choose “Open in New Window”.
• Now close the original open window by clicking the X in the top right corner.
• Next, stretch to max out the new page from the corners.
• Now - hold down the CTRL key and click the X to close the new window.
• Now quit IE altogether. HOLDING CTRL IS THE IMPORTANT PART!
• Try re-opening the program and see if this works.

Reset IE Settings

Another route is to reset your IE settings, which you can do from the Control Panel like this:

• Exit and quit all your running programs - including IE
• Click the Start button and select the Start Search box
• Type in inetcpl.cpl then press Enter
• This will open the Internet Options dialogue box
• Choose the Advanced tab
• In the Reset Internet Explorer Settings section, choose Reset
• Click Reset again
• Let the process run, then click Close
• Start IE and see how it goes

Try a JavaScript Tweak

There is also a JavaScript tweak you can try to reset the IE settings. This might not work with your version, but is worth a try. First, open IE. In the address bar type javascript:resizeTo(800,600); close the window and reopen IE - this might do it. If it works, you can play with the numbers to adjust the size.

If you are still stuck with a small IE window, write again and let us know that you tried all these ideas and we can keep going from there. Good luck!!

This one is tough, especially since the IT techs at UoP aren’t finding any problems on their end. Since the problem is isolated only with this Web site, you would think that the problem is on the site’s end. It certainly could be, or it could be a conflict between UoP’s programming and something on your computer. Let’s try a few experiments.

Use Safe Mode with Networking

If you’re familiar with Safe Mode, you know that it loads the bare basics of your computer system. By eliminating the clutter, we may be able to find out if something on your system is interfering and logging you off. Since you have to go online, choose Safe Mode with Networking. Reboot your computer, press the F8 key as it loads, and choose Safe Mode with Networking. The screen may look strange because of the default display settings. Log into UoP and see if you have the same problem. If not, we know that something on your computer is interfering (perhaps the firewall or computer security program?) and can then dig deeper.

Enable Cookies

If you still have the same problem, reboot back into normal mode. Now, let’s make sure that your computer has cookies enabled. Web sites use cookies to keep users logged inyou’re your computer is refusing the cookie from UofP, then you’ll be logged off. Launch your Web browser and adjust its privacy settings to allow cookies. In Internet Explorer, go to Tools > Internet Options and click on the Privacy tab. You can either adjust the slider bar to a lower setting or you can click on the Sites button and enter University of Phoenix’s URL as a site that is always allowed to use cookies.

Update Browser

While you’re at it, go ahead and update your Web browser to take advantage of any fixes issued by its developer. While it’s unlikely that Microsoft has been working on a fix for an issue with this particular Web site, you never know. There may be some underlying bug that’s been repaired.

Switch Browsers

Finally, try logging into your account using a different browser such as Firefox or Google Chrome.

Internet Explorer 8

Internet Explorer 8 is the latest version of Internet Explorer offering additional features such as accelerators and Web slices to the popular Web browser from Microsoft. However, if Internet Explorer doesn’t open properly, you can’t take advantage of its cool new features. Since, IE 8 opens intermittently and you have Firefox as a backup browser, you are in the fortunate position where this is more of an annoyance than a crisis. Let’s see if we can get IE 8 to cooperate with your computer so you don’t have to be annoyed anymore.

Check Windows Update

First, let’s make sure that your computer is updated with the latest updates from Microsoft. Go to your Control Panel and click on the Windows Update icon and install the latest updates. Look through the list for any optional updates that may not have been applied and apply any that are related to Internet Explorer.

Check Internet Connection Settings

Next, let’s check to make sure that you have Internet Explorer set up to connect to the Internet properly. This will only apply if you are using dialup networking. Go to Start and right click on the Internet Explorer icon. Choose Properties. Click on the Connection tab and make sure that you have it set to dial a connection. You may need to make sure that the phone number is the correct one for your Internet Service Provider.

Reset Internet Explorer’s Settings

Resetting Internet Explorer’s settings back to their default settings often clears problems with the browser. Go to the Advanced tab of Internet Options (Tools > Internet Options) and then click on the Reset button.

Run Internet Explorer without Add-ons

Add-ons often interfere with Internet Explorer. Try running IE8 without add-ons and see if that solves the problem. You do this by closing any current IE8 windows and then going to Start > Programs > Accessories > System Tools > Internet Explorer no add-ons. If that barebones version of Internet Explorer runs fine, then you will need to isolate the offending add-on and remove it. Do this by launching your regular version of IE8 and then going to Tools > Manage Add-ons. Disable each one and then re-enable them one at a time until the problem appears again. You’ll then know which add-on is causing Explorer to fail.

Temporarily Turn off Pop-up Blockers

Temporarily turn off any third party pop-up blocking software as it may be interfering with Internet Explorer. If IE8 runs fine without the pop-up blocker, then you may need to disable it permanently and use the built-on pop-up blocker instead.

Hopefully one of these tips will do the trick for you. If not, you might try a fresh download of IE 8. It’s also possible that the browser has been hijacked by malware so update your computer security software and then run a complete system scan to rule out this possibility.

It seems to me that you are trying to delete your web browsing history and downloads from either Firefox or Internet Explorer while keeping your favorites. This is an easy process, no matter what browser you are using, although the methods are slightly different.

Clearing Out Internet Explorer

If you are using Internet Explorer, most of what you want to access is located on the toolbar. If you want to delete your browsing history so that other people can’t log onto your computer and see where you’ve been or what you’ve been doing:

• 1. Open up the Internet Explorer browser.
• 2. Click on Tools on the toolbar and then click on Internet Options.
• 3. Choose the General tab and find “Browsing History”.
• 4. Click on the button beside Browsing History to delete everything from the system.

If you want to clean out your temporary Internet files cache, the process is similar:

• 1. Open up Internet Explorer.
• 2. Choose Tools and then choose Internet Options.
• 3. On the General tab, find Temporary Internet Files and click to delete them.

In this same section of the Tools option, you can choose to delete or keep everything from temporary files, passwords, web form information, tracking cookies and history. Clicking on the button next to the item will allow the system to delete it, while leaving it blank will allow the system to keep the information intact. All of these shouldn’t affect your favorites list at all.

Clearing Out Firefox

The easy way to clean out your downloads in Firefox, is to choose Tools on the toolbar and then click on Downloads. This will bring up the Downloads box and will show everything that has been downloaded onto your computer and placed in the Downloads folder. Click on the “Clear List” button to delete all of these downloads, or delete them one by one. Make sure that anything you have downloaded and want to save has been saved in a different file.

To clear your browsing history in Firefox, follow these steps:

• 1. Open Firefox and click on Tools on the toolbar.
• 2. Click on Options and then choose Privacy.
• 3. In the History box, choose “Clear your recent history”. You can choose a time frame to clear the history ranging from one hour to the entire history file.

Once you have found out how to navigate the browser’s toolbar, you will find all of this information at your fingertips.

It’s frustrating when your computer won’t download any files, but there’s usually an easy fix. Let’s take a look at your Internet Explorer settings and see if we can set your computer up for downloading. The two main areas to focus on are the security settings and Active X controls settings.

Setting Security Settings for Downloading Files

First, open Internet Explorer and go to the Tools menu. Choose Internet Options. Click on the Security tab and then click on the button labeled “Custom.” You should see a lengthy list of settings. Scroll through the list until you come to the Download section. Now look at “File Download.” Is this option set to “Disable”? If so, that’s why your computer won’t download any files. Change this setting to “Enable” and confirm your decision by clicking OK and exiting the Internet Options dialog box. Restart Internet Explorer for the change to take place.

Adjusting ActiveX Controls for Downloads

Another common problem with downloads involves your ActiveX settings. Many download programs require the use of a Web browser add-on known as an ActiveX control. Add-ons and ActiveX controls add additional features to the Web browser such as the ability to download a file. However, if your browser’s security settings are set too high or are actively blocking these controls, your computer won’t be able to download files.

You may have noticed ActiveX options when you were scrolling through the list of security settings earlier. Let’s go back into Internet Options and make a few adjustments to your ActiveX controls. Go to Tools > Internet Options > Security > Custom and scroll through the settings until you come to ActiveX Controls and Plugins. Make sure that “Download signed ActiveX controls” is set to “Enable” or “Prompt.” Make sure that “Download unsigned ActiveX controls” is disabled. Signed controls are generally considered safe while unsigned ones are questionable.

If your browser is set to prompt you before downloading signed ActiveX controls, when you run into a file requiring an ActiveX control as part of the download process, a small yellow bar will appear just below the browser’s toolbar area prompting you to authorize the download. Once you click the link, the download process will begin.

Attachment File Types and Sizes

This issue could be related to the type of photo file that you are trying to attach - it is possible that the type is not supported, or that the file is just too big for your browser to handle it. Before you try to upload your photo attachments to email, you should probably try resizing them to a more manageable size.

Resize Your Photo in Windows

To resize your photos in Windows, follow these steps.

1. Open the folder containing your pictures and click to highlight the ones you want to resize.
2. On the right side you’ll see the amount of KB of each photo, as well as a file type - depending on your email client, you might also need to change the type of file you have the photos saved as.
3. With the selected photos highlighted, right click them and a popup will open - choose Resize Pictures
4. This will open another box - choose the size that you want - small is recommended - or, depending on your operating system, you might also see a special email size option
5. You can also click Advanced for more options - such as making copies so that you can keep an original at the existing size
6. When you have made the changes, click OK
7. You can now move or drag and drop the photos into a new folder for easy storage and organization

Resize Your Photo in Your Email

When you are using Windows, it is also possible to resize the photos during the attachment process in your email.

1. Open the folder containing the photo files and click to highlight the ones you want. You can also hold the CTRL key while clicking to select several that aren’t in a list and skip others
2. On the left side of the window you will have File and Folder Options - click to open, then choose Email the Selected Items
3. This will open a popup with options. Choose Make My Pictures Smaller - or Show More Options for more options

Change the Photo File Extension

Changing the format might also help. Depending on the email client that you are using, the photo’s file extension might not be compatible. Changing the file type is easy, just open the photo on your desktop and then click the File tab at the top of the screen. Choose Save As, then select a format from the drop menu - jpeg is a fairly universal format.

Update Your Software

It is also possible that you are missing some updates that would help your programs run smoothly. Firefox issues automatic updates, users just need to permit them to install. If you haven’t been accepting the updates, you can visit the Firefox Mozilla website and install the latest version manually. The same applies for both Windows and Internet Explorer. If you are running Windows XP, there are currently three service packs of updates available at Windows Updates, and there is one service pack available for Vista. Internet Explorer can also be updated to version 7 or 8. If you are using a different email client or photo program, make sure that you have the most recent versions of that software as well. Keeping your software current will help ensure compatibility and optimal performance.

I hope this helps! Good luck!

This was a bit tricky to figure out as I tried in vain to download and install AOL 9.1 on my computer. It simply wouldn’t cooperate. However, I’m not one to give up so quickly. I explored AOL’s help files on line and found out the answer.

Web Browser Features

First, AOL 9.1 and Internet Explorer are two distinct Web browsers made by two different entities: AOL and Microsoft. The zoom feature that you described in Internet Explorer is indeed helpful. In fact, I used it when researching this problem for you by zooming in on screenshots of AOL 9.1 in search of a similar tool. However, because they are different browsers, it makes sense that each browser would have its own set of features. I worried that perhaps AOL 9.1 might lack a zoom utility.

AOL Desktop’s Power Browsing and Page Display Features

Note: the instructions that I found were for AOL’s Desktop Browser version 10.1, so the steps or wording may be a little different for version 9.1.

Fortunately, it looks as though my fears may be unfounded. I found out that AOL’s Desktop browser has a “Power Browsing” feature. Within the Power Browsing feature are options for viewing a specific Web page - including zooming in and out of the page.

In order to access the Power Browsing tools, go to a Web page using the AOL browser. Now, right-click somewhere within the Web page. A sub-menu should appear listing Power Browsing as a choice. If not, another way to access this feature is via the Tools menu of the browser. Click Tools > Power Browsing. Now, you should see a list of options. Choose Page Display. Now choose either Zoom Page In or Zoom Page Out depending on your preferences.

Windows Display Options

Another option that is available to you is using Windows Vista’s zooming utilities. Go to the Control Panel and click on the Ease of Access Center. Click on Start Magnifier. This will start a magnifying glass-like feature that you can use when browsing the Web, reading e-mail, working with documents, and so on. A rectangular bar will appear at the top of your screen, magnifying the immediate area surrounding your cursor. It takes a bit of getting used to, but is helpful for zooming in and magnifying certain areas of the computer screen. You can adjust the Magnifier’s settings by double-clicking its icon in the Taskbar. For instance, you can change its docking position, scaling, magnification level, and tracking options.

Internet Explorer Icon is Missing

First, let’s determine if the program itself is missing or its icon. Normally, your desktop will have an icon for Internet Explorer as well as your Start menu. Let’s test both to see if either works. Click the desktop icon for Internet Explorer, if present. Does it work? If not, delete it. We’ll replace it later.

Now, click the Start button and test the Internet Explorer icon there. Any luck? Not there?

Finding the iexplore.exe File

Now, let’s go into Windows Explorer and see if we can launch Internet Explorer directly from its iexplore.exe file. This file is located in: C:\Program Files\Internet Explorer\iexplore.exe

Double click the file and see if Internet Explorer launches. If so, we simply need to create new shortcuts. If not, you may need to reinstall Internet Explorer.

Recreating IE Shortcuts      

To create new shortcuts, simply right-click the iexplore.exe file and choose Send To > Desktop. This will place a new shortcut on your Desktop, replacing the icon that you earlier deleted. You may need to “refresh” the Desktop by right-clicking a blank area and choosing Refresh. If you want to place a shortcut in your Start menu, right-click iexplore.exe and choose Pin to Start Menu.

Internet Explorer and Windows 7

If you’ve recently upgraded to Windows 7, you may notice that the Desktop doesn’t have an Internet Explorer icon. This is due to compliance issues. No worries, you can manually add an icon as discussed above.

Other Possibilities

Another thing to try is to make sure that Show Desktop Icons is turned on. Right-click a blank area and choose View (Vista) or Arrange Icons by (XP) and make sure that Show Desktop Icons is enabled.

You can also check to make sure that Internet Explorer is enabled. Go to Start > Default Programs (Vista) or Set Program Access and Defaults (XP). Look for Choose a Configuration and then click Custom. Look for Internet Explorer and place a check mark in the “Enable access to this program” box.

Reinstall Internet Explorer

Finally, you may need to download and reinstall Internet Explorer. The latest version is IE8, however, if you want an earlier version, you can also download IE6 or IE7 on the same download page.

Why Delete Browser Histories?

There are a number of reasons why someone would want to clear the browser history file ranging from not wanting others to see what was recently searched for as well as keeping the computer free of clutter. For example, if you share a computer with a roommate, you might not want your roommate to see that you’ve been visiting websites that discuss “roommates from Hell” or how to evict a roommate.

In addition, as your Web surfing adventures continue, you may find that your computer’s hard drive is loaded with temporary files and performance is suffering. In either case, deleting your browser history files can help you save face and keep your computer from being overloaded with junk.

Deleting Web History

Most Web browsers have a mechanism in place for deleting the browser’s history, temporary Internet files, and cookies. In Internet Explorer 8.0, this option is found in Tools > Internet Options (the steps are similar for earlier versions of Internet Explorer). On the General tab of Internet Options, find the Browsing History section and click Delete. Choose the items that you want to delete (temporary Internet files, cookies, history, form data, passwords, and InPrivate filtering data) and then click the Delete button.

Depending on your Web surfing habits and preferences, you can opt to have Internet Explorer automatically delete your history each time you exit the browser. Simply place a checkmark in the box that says, “Delete browsing history on exit” which is found on the General tab just under the Browsing History section.

Internet Explorer 8.0’s InPrivate Browsing

Internet Explorer 8.0 introduced a new feature called InPrivate Browsing. You can use this feature by going to Tools > InPrivate Browsing. This opens a new Internet Explorer window that you can use to surf the Internet without worrying about cookies, history files, and temporary files being stored on your computer. When using this feature, you won’t have access to your toolbars or extensions.

Other Concerns

Deleting Web history is fairly easy and it’s a good maintenance step that will keep your temporary files from becoming too large. However, your computer still keeps track of your deleted histories in hidden system files. For most users, this isn’t a big deal, but for users with sensitive, confidential concerns, stronger solutions exist. If you need a stronger solution, consider Privacy Controls software which is designed to give you better control over how your computer stores data that you want to keep to yourself.