Troubleshooting Internet Explorer for Macintosh (150592)

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Before You Start

Before you begin troubleshooting, ask yourself the following questions:

• Did Internet Explorer for Macintosh work before? If so, what has changed recently? For example, have you added new hardware or software?
• What model is your Macintosh? Does it meet the requirements outlined in the release notes for your version of Internet Explorer?
• What version of the operating system is installed?

"Cold Boot" Your Computer

To "cold boot" your Macintosh, follow these steps:

1. Quit all running programs.
2. On the Special menu click Shut Down.
   
   NOTE: Some Macintosh computers require you to turn off a switch, others will completely power down without further user intervention.
3. Wait for 30 seconds.
4. Restart your Macintosh.

Delete Cache Folder Files

If Internet Explorer will not start, but started correctly in the past, one or more files in the cache folder may be damaged. When Internet Explorer starts, it attempts to load the History.html file and initialize the cache folder. If one or more of the files in the cache folder is damaged, Internet Explorer may not start. To resolve this issue, delete all of the files in the cache folder. With Internet Explorer 2.0 or 2.1, delete the files in the System Folder:Preferences:Explorer:Cache folder. With Internet Explorer 3.0, delete the files in the System Folder:Preferences:Explorer:Explorer Cache folder. If a file cannot be deleted, it may indicate that the file is in use or there is a system problem. Try running Disk First Aid, or restart the computer with extensions disabled (see the "Disable Control Panels, Extensions, and Startup Items" section in this aritcle).

Disable Control Panels, Extensions, and Startup Items

Control Panels, extensions, and items in the Startup Items folder (such as anti-virus software) may cause problems with Internet Explorer for Macintosh. To disable these items, press and hold down SHIFT while the computer starts. You should receive a message stating that the extensions are disabled or off.

NOTE: This procedure disables network support. To perform a clean start with networking, you must move extra Control Panels and extensions out of the appropriate folders and restart.

Remove Items in the Plug-Ins Folder

Items in the Plug-Ins folder may prevent Internet Explorer for Macintosh from functioning properly. With Internet Explorer 2.0 or 2.1, this folder is located in the Internet Explorer 2.0 Folder. With Internet Explorer 3.0, the Plug-Ins folder is located in the Microsoft Internet Applications:Internet Explorer 3.0 Folder. To test whether a plug-in is causing the problem, move the items in the Plug-Ins folder to a temporary folder. If the problem is resolved, move each item back into the Plug- Ins folder one at a time and restart Internet Explorer each time until you find the one causing the problem.

Reduce Screen Resolution and Color Depth

If your computer supports changing the video resolution and color depth, reduce them by using the appropriate Control Panel.

Disable Features of Internet Explorer 2.0 or 2.1 for Macintosh

To disable specific features of Internet Explorer 2.0 or 2.1 for troubleshooting purposes, click Options on the Edit menu and then disable the features on the following tabs:

• Page&Link: Disable the Media settings (Show Pictures, Play Sounds, and Show Video). These settings are resource intensive and may destabilize slower systems.
• Display: Disable Show Tool Bar and Show Icon Animation. Animation depends on Apple's thread manager, which may not function smoothly on older computers.
• Home/Search Page: Click Use None to set the Home Page to none.
• Proxy: Make sure the proxy settings, which are usually in the form of Internet Protocol (IP) addresses, are correct.
• Advanced: Empty the History cache, empty the Disk cache, and clear the Support Multiple Connections check box.
• In the main Options window, clear the Use Internet Config Settings check box.

Disable Features of Internet Explorer 3.0 for Macintosh

To disable specific features of Internet Explorer 3.0 for troubleshooting purposes, click Preferences on the Edit menu, and then disable the features on the following tabs:

• Browser Display: Disable Show Button Bar and Show Icon Animation in the Toolbar Settings section.
• Web Content: Disable the Multimedia settings (Show Pictures, Play Sounds, Show Video) and Enhancements settings (Show Frames, Use Plug- Ins, Java, ActiveX Objects).
• Home/Search Page: Click Use None to set the home page to None.
• Proxy: If you are accessing the Internet through a proxy server (a server on a local area network that lets you connect to the Internet without using a modem), make sure that proxy is enabled and that the proxy settings (usually in the form of IP addresses) are correct.
• Advanced: Click the Empty button in the Cache section to empty the disk cache.

If you are having problems running Java programs in Internet Explorer 3.0, see the following articles in the Microsoft Knowledge Base:

Remove the Preferences File

If you receive an error message when you start your computer, move the Preferences folder from the System Folder to a temporary folder. A new Preferences folder will be created when you restart the computer. If this eliminates the error message, there was one or more corrupt files in the Preferences folder. You may want to selectively restore preference files for other programs from the original Preferences folder to the new Preferences folder. You will have to move the PPP and TCP/IP preferences files back into the new Preferences folder. Point to Point protocol (PPP) and Transmission Control Protocol/Internet Protocol (TCP/IP) function only when the old Preferences file has been restored, or when a new file is created by reconfiguring the settings. Unlike Internet Explorer 2.0 or 2.1, Internet Explorer 3.0 stores its settings in the Internet Preferences file in the System Folder:Preferences folder. This file is also used by Internet Config, and may contain preferences used by other Internet-based programs (mail programs, news readers, ftp programs, and so on). Do not delete this file unless you are sure you have written down all of the settings.

NOTE: If Netscape Navigator is installed, Internet Explorer for Macintosh attempts to import Netscape's settings into its Preferences file. If those settings are incorrect or damaged, they may prevent Internet Explorer from functioning correctly.

Rebuild the Desktop File

A damaged Desktop file may be indicated by generic icons in the Finder (desktop) and the inability to start programs. In addition, error messages stating that a program has insufficient memory, or that the amount of memory allocated to the program should be increased, may occur. You can rebuild the Desktop file by pressing and holding down COMMAND+OPTION keys while restarting the computer. Note that rebuilding the file may purge inactive files and links but leave the damaged set of files. Tools are available from online sources that force the Macintosh to re-create a Desktop file series by deleting them entirely.

Switch to Open Transport or Classic Networking

If the problem seems to be related to connectivity, use the Network Software Selector in the Apple Extras folder to enable Open Transport or classic networking using MacTCP.

NOTE: MacTCP does not work on PCI PowerMacintosh computers.

Check for Viruses and Hard Disk Integrity

File system damage and viruses can prevent the installation and normal operation of Internet Explorer for Macintosh. Use Disk First Aid (or a similar disk maintenance tool such as Norton Disk Doctor or MacTools) to verify the integrity of your hard disk. In addition, scan your hard disk with an anti-virus tool to make sure your computer is not infected with a virus.

Virtual Memory

In some cases, virtual memory can stabilize your computer. Use the Memory icon in Control Panel to turn virtual memory on if it is off or to turn virtual memory off if it is on.

Move Fonts from the Fonts Folder

Damaged fonts can cause problems in Internet Explorer. To see if this is the case, move the fonts from the Fonts folder to a temporary folder.

Turn Off or Unplug External SCSI Devices

An incorrectly terminated small computer system interface (SCSI) chain may cause programs to stop responding (hang), random error messages to appear, or the system to indiscriminately crashes and restart. Turn off or unplug external devices that are connected to the SCSI chain on the Macintosh.

Other reasons SCSI devices may not work or the chain may be unstable include:

• One or more of the devices in the chain is not turned on.
• Two or more of the devices have the same ID number.
• The chain is improperly terminated.
• The total chain (cable length) is too long (over 20 feet).
• A driver is incompatible with the current operating system.
• A device or another part of the chain is damaged in some way.

Because SCSI device drivers are loaded into memory when the Macintosh is turned on, they can generate conflicts similar to extension conflicts. When you are using a non-Apple formatting tool, contact the tool's manufacturer for compatibility information. Removing internal SCSI devices is best performed by an Apple-authorized service provider.

Update the Hard Disk Driver

If you have an Apple hard disk, update its driver to the most recent version using Apple's HDSC program. This is valid for Apple drives only; third-party drives may require their own drivers.

Reinstall the System Software

Reinstall the system software only if you continue to have problems installing Internet Explorer for Macintosh. When you are prompted whether to update the current system folder or to perform a clean install into a new folder, choose to perform a clean install. If this procedure is not followed, the Setup program simply updates the currently active system folder, keeping the damaged files or settings.

For information about reinstalling the system software, see the Macintosh system documentation or other printed information included with your computer.

Zap the Parameter RAM (PRAM)

Zapping the Parameter RAM (PRAM) is one technique for solving various system and program problems on a Macintosh. In some cases, the PRAM may need to be zapped several times. Please note that performing this procedure resets only the first 64 bytes of 256 bytes in the PRAM. Tools are available from online sources that completely reset the PRAM.

For more information on how to zap the PRAM, please see the following article in the Microsoft Knowledge Base:

Problems Printing

If you are experiencing a printing problem, try to print from an Apple text editor (TeachText or SimpleText). If these programs print, the problem is specific to Internet Explorer for Macintosh. If these programs do not print, contact Apple or your printer manufacturer for further assistance.

Upgrade to the Latest Version of the Macintosh Operating System

If you are using Internet Explorer version 3.01a, some of the advanced features of Internet Explorer may not be supported with earlier versions of the Macintosh operating system. Even though Internet Explorer may install additional components for earlier versions of the operating system (for example, Drag Manager), the operating system itself may not contain code necessary for Internet Explorer to run successfully. If this is the case, a newer version of the operating system may be necessary.

Disable Caching

If you are using Internet Explorer version 3.01a on a Macintosh with a 68040 processor, try disabling the built-in processor cache. If the cache becomes damaged, you may experience problems.

The third-party product discussed in this article is manufactured by a vendor independent of Microsoft; we make no warranty, implied or other- wise, regarding this product's performance or reliability.