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Having issues with browsers


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11 replies to this topic

#1 Dallas Jack

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Posted 12 November 2015 - 07:41 PM

The system is a Dell Latitude D630 laptop running Windows 7 pro. I am using IE11, Chrome, and Firefox. The problems are IE  and Firefox will frequently crash and restart. Chrome will run but it has these large boxes that show up and cover parts of the screen. Moving the mouse over the boxes will usually make them go away. I have attached a Minitoolbox and Speccy file. These problems are annoying and it would be nice to fix them. Thanks for any help you have.

Dallas Jack

Attached Files


Edited by Dallas Jack, 12 November 2015 - 07:42 PM.


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#2 softwaremaniac

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Posted 13 November 2015 - 05:32 PM

Please run a scan with adwcleaner and attach the logs in your next reply. Have you tried resetting browsers to defaults? If not, please do so. Could you also post a perint screen of the issue you are having?

It would be a good idea to run a scan with Malwarebytes Anti-Malware and remove everything it finds. Please attach logs in your next reply.



#3 Dallas Jack

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Posted 14 November 2015 - 12:55 AM

I haven't reset my browsers to default yet but ran the two scans you suggested and the logs are attached. I could not show the problem in Chrome as it has not happened in this session. The problem with the other two browsers are they just stop responding and reload. 

 

Malwarebytes Anti-Malware
www.malwarebytes.org
 
Scan Date: 11/13/2015
Scan Time: 11:36 PM
Logfile: Malwarebytes log.txt
Administrator: Yes
 
Version: 2.2.0.1024
Malware Database: v2015.11.14.01
Rootkit Database: v2015.11.13.01
License: Free
Malware Protection: Disabled
Malicious Website Protection: Disabled
Self-protection: Disabled
 
OS: Windows 7 Service Pack 1
CPU: x64
File System: NTFS
User: Gary
 
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 320812
Time Elapsed: 6 min, 14 sec
 
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Enabled
PUM: Enabled
 
Processes: 0
(No malicious items detected)
 
Modules: 0
(No malicious items detected)
 
Registry Keys: 4
PUP.Optional.MyFreeze, HKLM\SOFTWARE\WOW6432NODE\Freeze.com, , [f3f6aecfc7c4d46245cb9fe4d33009f7], 
PUP.Optional.ASK, HKLM\SOFTWARE\WOW6432NODE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{A5B9C0F5-5616-47CD-A95F-E43B488FACCF}, , [a1481964b1da350195eb09999e65c040], 
PUP.Optional.Spigot, HKU\S-1-5-21-2545895189-1114496190-3159537787-1001\SOFTWARE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{0F2BF20A-C3B3-49CC-8F8D-7688A4E69996}, , [1bcefe7f2764c670ac72bdd6b25129d7], 
PUP.Optional.ASK, HKU\S-1-5-21-2545895189-1114496190-3159537787-1001\SOFTWARE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{A5B9C0F5-5616-47CD-A95F-E43B488FACCF}, , [f9f085f8b5d6bc7abac0d5cd61a2d927], 
 
Registry Values: 5
PUP.Optional.ASK, HKLM\SOFTWARE\WOW6432NODE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{a5b9c0f5-5616-47cd-a95f-e43b488faccf}|DisplayName, Ask Web Search, , [a1481964b1da350195eb09999e65c040]
PUP.Optional.ASK, HKLM\SOFTWARE\WOW6432NODE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{a5b9c0f5-5616-47cd-a95f-e43b488faccf}|URL, http://search.tb.ask.com/search/GGmain.jhtml?p2=^XP^xdm307^YYA^us&si=CI6T68Lx0MUCFRQcaQodKTQApw&ptb=BC0959EC-C81D-492D-9629-5C88F237C772&psa=&ind=2015052013&st=sb&n=781b40ed&searchfor={searchTerms}, , [a445f18c8803f3436b14762c8e7516ea]
PUP.Optional.Spigot, HKU\S-1-5-21-2545895189-1114496190-3159537787-1001\SOFTWARE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{0F2BF20A-C3B3-49CC-8F8D-7688A4E69996}|URL, https://search.yahoo.com/search?fr=chr-greentree_ie&ei=utf-8&ilc=12&type=926458&p={searchTerms}, , [1bcefe7f2764c670ac72bdd6b25129d7]
PUP.Optional.ASK, HKU\S-1-5-21-2545895189-1114496190-3159537787-1001\SOFTWARE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{a5b9c0f5-5616-47cd-a95f-e43b488faccf}|DisplayName, Ask Web Search, , [f9f085f8b5d6bc7abac0d5cd61a2d927]
PUP.Optional.ASK, HKU\S-1-5-21-2545895189-1114496190-3159537787-1001\SOFTWARE\MICROSOFT\INTERNET EXPLORER\SEARCHSCOPES\{a5b9c0f5-5616-47cd-a95f-e43b488faccf}|URL, http://search.tb.ask.com/search/GGmain.jhtml?p2=^XP^xdm307^YYA^us&si=CI6T68Lx0MUCFRQcaQodKTQApw&ptb=BC0959EC-C81D-492D-9629-5C88F237C772&psa=&ind=2015052013&st=sb&n=781b40ed&searchfor={searchTerms}, , [8168c0bd97f4b97d5e1bebb7dd265ba5]
 
Registry Data: 0
(No malicious items detected)
 
Folders: 0
(No malicious items detected)
 
Files: 0
(No malicious items detected)
 
Physical Sectors: 0
(No malicious items detected)
 
 
(end)
 
# AdwCleaner v5.020 - Logfile created 13/11/2015 at 23:29:45
# Updated 13/11/2015 by Xplode
# Database : 2015-11-13.3 [Server]
# Operating system : Windows 7 Professional Service Pack 1 (x64)
# Username : Gary - GARY-PC
# Running from : C:\Users\Gary\Downloads\AdwCleaner.exe
# Option : Scan
 
***** [ Services ] *****
 
 
***** [ Folders ] *****
 
Folder Found : C:\Users\Gary\Favorites\Search
Folder Found : C:\Users\Gary\Favorites\Search
 
***** [ Files ] *****
 
 
***** [ DLL ] *****
 
 
***** [ Shortcuts ] *****
 
 
***** [ Scheduled tasks ] *****
 
 
***** [ Registry ] *****
 
Key Found : HKCU\Software\Microsoft\Windows\CurrentVersion\Ext\Stats\{2FF49ED5-A3EF-410B-918E-97DECEB5996D}
Key Found : HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Ext\PreApproved\{2FF49ED5-A3EF-410B-918E-97DECEB5996D}
Key Found : [x64] HKLM\SOFTWARE\Classes\Interface\{BB27DF2F-6F05-4A42-9FFD-14696D795750}
Key Found : HKLM\SOFTWARE\Freeze.com
Key Found : HKCU\Software\Microsoft\Internet Explorer\SearchScopes\{0F2BF20A-C3B3-49CC-8F8D-7688A4E69996}
Key Found : HKCU\Software\Microsoft\Internet Explorer\SearchScopes\{a5b9c0f5-5616-47cd-a95f-e43b488faccf}
Key Found : HKLM\SOFTWARE\Microsoft\Internet Explorer\SearchScopes\{a5b9c0f5-5616-47cd-a95f-e43b488faccf}
 
***** [ Web browsers ] *****
 
[C:\Users\Gary\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Found : aol.com
[C:\Users\Gary\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Found : ask.com
 
########## EOF - C:\AdwCleaner\AdwCleaner[S1].txt - [1556 bytes] ##########
 

Edited by Dallas Jack, 14 November 2015 - 01:00 AM.


#4 softwaremaniac

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Posted 14 November 2015 - 02:34 PM

Please see the Event Viewer Logs and attach them in your next post as a file so I could pinpoint exact the issue. What Add-ons are you using? Have you tried performing a Clean boot just for testing purposes?

Does the issue occur in earlier versions of IE?



#5 Dallas Jack

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Posted 15 November 2015 - 05:45 PM

When I went to the Event Viewer there were several different logs. Not sure which ones you need. I have all the add-ons disabled. Not sure what a clean boot is. Been a while but I think I upgraded to IE 11 to try and fix this problem. Getting the same browser crashes with Firefox.



#6 softwaremaniac

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Posted 15 November 2015 - 06:05 PM

Here's how to do it.

To be more precise, a step by step guide:

Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog))
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on Administrative Events
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post


Edited by softwaremaniac, 15 November 2015 - 06:40 PM.


#7 Dallas Jack

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Posted 15 November 2015 - 08:59 PM

Ok, thanks for the instructions. Attached file you requested.

Attached Files



#8 softwaremaniac

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Posted 15 November 2015 - 09:15 PM

From the error log, the crash is caused by “jscript9.dll”, which is a Java file.

 

I’d recommend you to uninstall and reinstall Java on your computer to fix the issue.

 

Download java from here:

 

http://www.java.com/en/download/

 

Reregister the jscript9.dll file and verify if the issue persists.

 

Follow these steps to fix the issue:

 

a.     Click “Start” and type “cmd” in the Start search box.

b.     Right-click “cmd” and click “Run as administrator.”

c.     In the Command Prompt window, type the following commands one by one and press ENTER:

 

regsvr32 jscript9.dll

 

d.     You should see the DllRegisterServer in jscript9.dll succeeded message.

e.     Restart the computer.

 

This should do the trick.

 

If that doesn't help, follow these instructions and provide a log file.

 

1. Open an elevated command prompt or an elevated Windows PowerShell.

2. In the elevated command prompt, type the command below, and press Enter.

sfc /scannow

3. When the scan is complete, hopefully you will see a Windows Resource Protection did not find any integrity violations message.

 

Questions:

1. Do you use any specialised software? If yes, which?

2. Have you tried browsing with Add-ons disabled?

3. Are all Add-ons up-to-date? If not, please update them.

 

Have a good night, I'm off to bed now :)



#9 Dallas Jack

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Posted 16 November 2015 - 12:50 AM

First, thanks for the help softwaremaniac. It is much appreciated. I will not be back on the Dell until late Monday or Tuesday. Not really running anything special just the usual trouble shooting stuff. Do not run any games. All add-ons are disabled.

#10 softwaremaniac

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Posted 16 November 2015 - 05:09 AM

OK, let me know how it goes.



#11 Dallas Jack

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Posted 16 November 2015 - 08:57 PM

I reinstalled Java and reregistered jscript9.dll. Seems to have fixed the problem. Thank you very much for your help.

Dallas Jack



#12 softwaremaniac

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Posted 17 November 2015 - 05:32 AM

Not a problem. Please do not hesitate to contact me should any more issues arise.






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