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Q: After an MSUPDATE on a Windows 7 system, Internet Explorer fails to start. Task Manager shows each IE attempt using 17% of the CPU. I first noticed this after a SILVERLIGHT update. I have since RESTORED the system to before the update and removed SILVERLIGHT. All was well until a Windows Update Agent update, at which time the IE issue recurred. Interesting to note that Chrome and Safari work fine. I have temporarily disabled automatic updates. Any hints will be greatly appreciated. I have had not issue with my Windows 8.1 laptop but I sure hate to have to update my desktop to 8.1.

– Calvin G.
Fort Walton Beach, Florida

A: It’s not such a surprise that whatever is going on is affecting only Internet Explorer (IE) but not Chrome and Safari.  IE is a vastly different browser than its competitors, with parts of it embedded deep within Windows’ core.  This kind of problem also contributes to a nagging reputation that IE has for causing trouble.  It seems to be over-prone to picking up malware in the first place, and the presence of such an infection can sometimes make it appear as if one of Microsoft’s own updates are causing the problem.  That IE is not working is such a generic problem that I’m afraid all I’m going to be able to offer are generic solutions – i.e., those “hints” you asked for.

Since you say that IE is using 17% of the CPU, it sounds like your problem is not that IE won’t start, but that when it does start, it doesn’t display itself. I’m curious how long you’ve waited for it to appear while it chews through 17% of your CPU capacity?  I personally get so used to things popping up immediately that when they don’t, I tend to instantly think something is wrong and go on the defensive, for example, terminating an apparently unresponsive program when what might be called for is a little patience while something new is configured and integrated into the system.  So, if you haven’t given it some extra time, try that first.  It shouldn’t take long, but give it 10 or 15 minutes, just so you can assuredly say that you “tried everything”.

Next try running IE with no add-ons. This will help you tell if any apps, browser helper-objects, or disguised malware are interfering with IE’s startup.  To run without add-ons, click the Start button, and type Internet Explorer in the search box.  You’ll see “Internet Explorer (No Add-ons)” in the list of results.  Click it to run it.  If this seems to fix your problem, you’ll know that at least one add-on is the root of your problem.  You can go through the exercise of turning them off one at a time to determine which one is causing the problem, or you can hit the magic IE reset button that I’ve talked about in previous columns.  This button resets Internet Explorer to its factory settings.  This is a fairly extreme measure, in that it removes all information you’ve previously entered into the Address bar or web forms, your browsing history, all saved passwords and cookies, and even the contents of your Temporary Internet Files.  Be very certain you want to do this first, then close all file browsing windows, My Computer windows, and all copies of Internet Explorer.  Open the Control Panel, and click the item titled “Internet Options”.  In the window that comes up, go to the “Advanced” tab, and click “Reset…”.  Check the “Delete personal settings” box, then click “Reset”.

Visit tinyurl.com/k2723ss for more tips from Microsoft’s knowledge base on what to do when IE won’t run.