Expert: Brian Benosky - 2/6/2009

Question
I cannot download anything at all, but i can browse the web. Problem is when I try to download anything from the Internet I get a message that says " Internet Explorer has encountered a problem and needs to shut down. Sorry for the inconvenience" then I get a send error report. Please help me. tried doing system restore but that didnt work

Answer
Hi Cheri

Let's first check for malware.  Start the computer in safe mode by tapping the F8 key continuously when booting until a black screen with a menu appears.  Choose to boot Windows in Safe Mode with Networking.  Start IE and see if it will download HijackThis from the following link:

http://www.trendsecure.com/portal/en-US/_download/HJTInstall.exe

Next, make sure you close EVERY open window and ALL browser windows. The only thing that should be open is the HijackThis program.
Double-click on the file you just downloaded.
Click on the "Install" button.
Upon install, HijackThis should open for you.
Should it not open, go to C:\Program Files\Trend Micro\HijackThis and double click on HijackThis.exe
Choose 'Do a system scan and save a log file'.
Copy the text file which opens in Notepad and paste it in your follow up.

If you are unable to download it, let me know through email at numbersix6@yahoo.com, and I will send you the file directly.

Brian