No audio in when using Messenger

First, check out the advice at the Messenger support site below:

The following has been reported as solving the problem in the newsgroups:

Go to Start - All Programs - Accessories - Communications - Network Connections.  Right click your network or internet connection, then select Properties.  Uncheck QoS Packet Scheduler.  Reboot.

Hotmail account has been hijacked

Important note:

Delivery failed messages for messages you did not send do NOT mean that your Hotmail account has been hijacked. It is far more likely that the messages are 1) viruses, or 2) sent to you in response to viruses sent by others.  Remember, most viruses fake the 'reply to' address.

If your account is the subject of a genuine hijacking, Hotmail *will* reset your password and give you back your account, but you have to prove your bona fides.  After you send a complaint about Hotmail hijacking, you will receive an email asking you for very specific information.  Reply to that email answering as many questions as you can in as much detail as possible.  The questions you will receive will include:

- Name (first and last)
- Sign-in name
- Birth Date (dd/mm/yyyy)
- Country
- Region/State
- Zip or postal code
- Approximate date of last successful sign in or approximate date of account
* - The name of your ISP from where you last accessed your account
successfully (ISP is the name of the Internet Service Provider through which
you gain access to the internet). In other words, ISP is the company that
provides you with internet connection. If you access your account from
outside your home (for example, from school or work) please include the name
of the organization.
* - List as many former Passwords you used with this account as far back as
you can remember
* - List as many of your Contacts as you can remember (Contacts are the
email addresses that are stored in your contacts, formally know as Address
* - List as many of your Folders that you have created (if any) as you can
remember apart from the default folders such as Inbox, Drafts, Sent Messages
and Trash Can.

The questions marked with an asterisk (*) are compulsory and MUST be answered. Failure to answer asterisk questions, even if all other answers are correct, will stop you from getting your account back.

If Hotmail are convinced of your sincerity by the content and quality of your answers, they will reset your password, and send the new one to you by email to the address from which you sent your complaint.

Trouble logging into MSN Explorer

Make sure your computer's date, time and regional settings are correct. 


You may have a corrupt cookie, or the cookie folder in its entirety may be corrupt.  For advice on how to fix your problem, have a look at the URL below:

If you use MSN as your ISP, make sure that MSN is your default internet connection.

Changes to OE in XP SP2


Use the new security improvements in Outlook Express


'View messages as plain text' is not as important now that remote graphics are no longer downloaded :o)


Remote graphics are no longer downloaded when viewing html messages, which means no more tracking by spammers.


Background compaction settings are going from the maintenance tab; users are instead prompted to compact on an occasional basis.


The Service Profile is damaged. Reinstall the Service Profile


After you double-click the MSN, Internet Explorer, or Outlook Express icons, you may receive the following error message when the MSN dialer tool starts:

The Service Profile is damaged. Re-install the service profile.

This problem can occur after you upgrade to Microsoft Windows 98 Second Edition. When you do so, the following entry may not exist in the Msn.cms file or the Msn.cmp file:

[Profile Format]

This message can also occur if the AOL tray is being loaded at startup.


To resolve this problem, use one of the following four methods:

Uninstall and Reinstall MSN
To uninstall MSN:
Click Start, point to Settings, and then click Control Panel.
Double-click Add/Remove Programs, and then click MSN v2.5 or MSN v2.6 from the Install/Uninstall dialog box that appears.
Click Add/Remove, and when asked if you want to remove MSN, click Yes.

To reinstall MSN using your Windows 98 Second Edition CD:

Click Start, point to Find, and then click Files or Folders.
Insert your Windows 98 Second Edition CD.
In the Look in box, select your CD-ROM drive.
In the Named box, type rstormsn, and then click Find Now.
Double-click rstormsn to open, and then double-click rstormsn.exe to reinstall MSN.
Once the installation process is complete, return to the desktop by closing all open windows, and then double-click the Setup MSN Internet Access icon to configure MSN.

Rename msn.cmp and msn.cms and install MSN 5.0 or later. This applies to MSN 5.0 only. To rename msn.cmp and msn.cms:

Click Start, point to Find, and then click Files or Folders.
In the Named box, type msn.cmp msn.cms, and then click Find Now.
Right click on msn.cmp, click Rename, type msn.cmp.old, and then hit ENTER.
Right click on msn.cms, click Rename, type msn.cms.old, and then hit ENTER.
Close the Find Files or Folders dialogue box.
On the Windows 98 CD, in the \Tools\MTSutil\Rstormsn folder, double-click RSTORMSN.EXE.
Click OK.

Insert the Missing Text Into the Files
Click Start, point to Find, and then click Files or Folders.
In the Named box, type msn.cmp msn.cms, and then click Find Now.
To open the Msn.cms file, click once to select it, hold down the left SHIFT key, and then right-click the file.
Click Open With.
In the Open With dialog box, click Notepad, verify that the Always use this program to open this file check box is cleared, and then click OK.
Verify that the following information is the first line in the opened text file, and if it is not, add it:
[Profile Format]
Save the changes to this file, and then repeat steps 3-6 for the Msn.cmp file.

If you do not want MSN installed, delete registry key:
HKLM\Software\Microsoft\Connection Manager

Remove the AOL Tray from the statup group by following these steps:
Click the Start button, then choose Programs \ Startup.
Right-click the AOL Tray and choose Delete
WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot
guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.

For information about how to edit the registry, view the "Changing Keys And Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete
Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Note that you should back up the registry before you edit it.
Click Start, point to Find, and then click Files or Folders.
Type Reged and click Find Now.
Double click on Regedt32.exe or Regedit.exe.
Open the following folders in order: HKEY_LOCAL_MACHINE > SOFTWARE > MICROSOFT
Delete the folder CONNECTION MANAGER
Close the Registry editor.
Shut down computer and restart.

"Launch browser windows in a separate process" option missing in IE5.01 or later (registry hack) - setting this option to 'yes' may stop Windows Explorer from trying to access the internet


As per;en-us;240928, this option can no longer be adjusted from within IE from version 5.01 onwards.  Sometimes the registry settings which are meant to be 'automatic' are set incorrectly and can cause problems such as Windows Explorer trying to access the internet.


Make sure both of the following registry keys are set to 'yes'.  If you have a 'low RAM' machine (less than 128 meg) the options should be set to 'no'.





Forgotten IE/OE/MSN Explorer passwords\


No dial tone error


Troubleshooting 'no dial tone' errors in XP - 811165;EN-US;Q811165
How to troubleshoot modem problems in Win98 - 190554;EN-US;Q190554
No dial tone error message in WindowsME - 140260;EN-US;Q140260
How to troubleshoot modem problems in WindowsME - 253633;EN-US;Q253633


MSN sign-in screen appears when you start IE


Windows ME:

Internet Provider Sign-in Screen Appears with Winsock Program - Q134700;EN-US;Q134700

Windows XP:
Internet Provider Sign-in Screen Appears with Winsock Program - Q311077;EN-US;Q311077


[Note: the same advice will work with Windows 98 and 95]

SNA Server:
Windows 95 Client Receives MSN Pop-up Screen When Starting - Q157440;EN-US;Q157440



Multiple windows open unexpectedly

Check your file type associations are correct, as per the instructions at "hyperlinks don't work"  If that doesn't help, you may have a problem with third party software - for example, Weatherbugs.



MSN Explorer autocomplete


The following advice is from "Sorin"

I was able to find out the location of the IntelliForms passwords and a way to remove them: start Regedit (close MSN 8, go to Start, select Run, enter "Regedit" and hit Enter), and delete this key:

The other IntelliForms entries can be deleted if you recreate the MSN 8 account (close MSN 8, delete the HKEY_CURRENT_USER\Software\Microsoft\MSN6\Users\<msn_account>) and restart MSN 8.

Trouble logging into Hotmail


Page cannot be displayed

Hotmail is a secure site, requiring that your computer be able to negotiate SSL protocols when logging in.  For advice specific to problems with secure sites, have a look at the first link - for general advice, have a look at the second:


"Enable cookies" error


Do not use the X button to close a Hotmail window when you have finished reading your email.  Always log out properly.


Make sure your computer's date and time are correct. 


You may have a corrupt cookie, or the cookie folder in its entirety may be corrupt.  For advice on how to fix your problem, have a look at the URL below:


Iexplore.exe has encountered a problem and needs to close. We are sorry for the inconvenience. (M030106shop.dll, m030206pohs.dll, mdefshop.dll, moaa30425s.dll, moz030715s.dll);EN-US;Q826718



Internet Explorer quits unexpectedly when you try to print or to preview a document
Internet Explorer has encountered a problem and needs to close. We are sorry for the inconvenience" when printing.;EN-US;q827666

If the error also says "If you were in the middle of something, the information you were working on might be lost.....Please tell Microsoft about this problem. We have created an error report that you can send to help us improve Microsoft Internet Explorer.  We will treat this report as confidential and anonymous....." please refer to the information I have provided about the ERROR REPORTING TOOL.

The HOSTS file


A HOSTS file is used to match IP addresses to URLs (often to give the illusion of faster browsing) and is also used by some ad blockers, antivirus programmes etc.  It can also be used by Spyware/Hijackware/Foistware


If the IP address for a particular URL changes, as it often does, the HOSTS file may not be updated, causing a "page cannot be displayed" error and email problems.
Depending on your operating system, and a few other variables, you may find the HOSTs file in the following locations (note that %systemroot% is c:\windows\ on a standard machine):
%systemroot%\system32\drivers\etc (NT based systems)
Embedded OS such as WindowsCE use the registry:
(HKEY_LOCAL_MACHINE\Comm\Tcpip\Hosts\host name)


The HOSTS file is a hidden file.  Your system must be set to allow you to see hidden files and folders if you want to work with this file.  Open it using Notepad and use a hash (#) to disable any suspicious entries in the file.  Also note that the HOSTS file does not have a file type extension.  If you find a file called HOSTS.SAM or LMHOSTS, note that they are both *sample* files and should not be used.

Force logon (Win 9x systems)


Screen and video corruption


Update your video drivers and reduce hardware acceleration at Control Panel, Display, Settings, Advanced, Performance.


If downloading data from an ASP page, check out the following article:;EN-US;Q332027


How long will Internet Explorer be supported by Microsoft?


Microsoft have provided a 'wizard' that answers the above question, from version 2.x upwards.

"Page has expired" error when using back button


IE6 SP1 fixes this problem - 319792;EN-US;Q319792
Your settings may be incorrect - 183763;EN-US;Q183763

Often this option is set by the web site itself, but you can try creating a new IE cache if you wish.

Iexplore/Explorer caused an invalid page fault in browseui.dll


Error Messages Displayed After Installing Internet Explorer [Q225040]

Iexplore caused an invalid page fault in browseui.dll [Q218983];EN-US;Q218983


Illegal Operation or Access Violation When Starting Windows [Q175930]

Err Msg: Explorer Caused an IPF in Module Browseui.dll [Q293174]

Err Msg : C:\Windows\System\Msvcrt.dll Is Corrupt [Q302756]

EXPLORER caused an invalid page fault in module BROWSEUI.DLL [Q256961]

Desktop Is White and Error Message Reports a Windows Explorer Error in
Browseui.dll [Q289799]

Error Message: Explorer Caused an Invalid Page Fault in Module Browseui.dll [Q293174]

Menus etc. in wrong language in IE

IE menu languages - 308680;EN-US;Q308680

The file that loads the other-language stuff is shdoclc.dll.  You should have two copies, in the following folders:


c:\windows\program files\MUI\{changeable name based on LUID (language ID)} folder. 

The one that is causing the problem is in the second  folder.

You can copying the version of shdoclc.dll in the first directory (system32) into the other directory.  Or you can try renaming the version in the second directory, and then install the security update at the URL below which will place a new shdoclc.dll on your computer:

If the version in system32 is later than the version in the second folder, the one in system32 loads by default, getting around your problem.  If there is no copy in the second folder, then the one in the first folder is the language-specific version. Rename and install the service pack.

Error 1601 installing Messenger

Courtesy of Jonathan Kay:

This usually happens if your Windows Installer is not working properly.

To correct, do the following --
If you're using Windows 2000 or XP, click Start, then Run, and type the following:
%systemroot%\system32\dllcache\msiexec.exe /regserver
then click OK.

If you're using Windows 98 or ME, click Start, then Run, and type the following:
C:\Windows\System\msiexec.exe /regserver
then click OK.
(You will need to change the C:\ to whichever drive Windows is on).

Email messages list the sender as 'unknown' or do not list a sender

When you send an email using Hotmail or an MSN email account the email arrives with no information about the sender (no user name or user name is unknown).

Norton Internet Security has struck again, causing problems.  For instructions on how to work around the problem, check out this URL ("To resolve the problem, configure NIS or NPF to allow the cookie and browser referrer information for and")

Invalid page fault in "user.exe"

USER.EXE errors are virtually always related to video drivers. Try updating your video drivers. Also, reducing hardware acceleration at control panel, display, settings, advanced, performance may assist in stabilising your system.  Also, try changing the video mode for number of colors to 256 colors - sometimes 32-bit mode or true-color mode can cause problems.

Disable other software and test. There have been incompatabilities in the past. Disable your antivirus programme, crash guards etc and see if the problem resolves.

Create a new IE cache as per the instructions at THIS LINK.

Note - if the error is *reproducible* you have a clue to the cause.  For example, if it happens when typing in the addressbar you may have a corrupt history folder; if it happens when filling in forms, you may have corrupt autocomplete data. Post to the NEWSGROUPS for further assistance; be specific about the exact steps taken to reproduce the error.

Otherwise, it is essential to check for spyware/hijackware/foistware.

Go to IE tools, internet options, general tab. Click on the cache settings button and then 'view objects'. Delete anything you don't recognise. If you are unsure, or no objects appear, for diagnosis purposes I REALLY like BHODemon, available at It does not need installing - simply unzip and run the EXE programme. It is very easy to use.

I find this programme is a better option than IE6's ability to turn off "Enable third-party browser extensions (requires restart)". This disables *all* plug-ins and makes troubleshooting very difficult.

Many people like AdAware, available at . Make sure you keep the signature files up to date and remember, AdAware may only remove the
current installation of spyware; it may not do anything about software that reinstalls itself, so unless you want to get stuck in an endless loop of hijack/cleanout/hijack/cleanout make sure you get rid of whatever is installing the junk. See my Troubleshooting advice for information about how to track down and get rid of spyware completely.
General troubleshooting advice

An excellent replacement for AdAware is Spybot. Again, it is a free programme which can be downloaded from:

Explorer caused an exception 6d007fh in module Webcheck.dll
Explorer caused an exception 6d007fh in module Webcheck.dll at {memory address}
IEXPLORE caused a General Protection Fault in module Webcheck.dll

Explorer caused an exception 6d007fH in module Webcheck.dll

You  may receive the error message involving webcheck.dll when your computer is idle;EN-US;Q235750

Error involving webcheck.;EN-US;Q250841

Error after removing IE5.5 and reinstalling IE5.0;EN-US;Q259173

Error message after installing Cleansweep;EN-US;Q185854

Removing MSN Explorer Links folder

Sorin Dahla (MCSD. NET), microsoft.public.msn.discussion, "Favorites: Can't delete multiple "links" references", 16 March 2004

"...the Links folder and all other favorites items within and without the Links folder are saved as XML tags in the Favorites.xml file from this path: %Profile%\Application Data\MSN6\UserData\{GUID}...."

"Randy", microsoft.public.msn.discussion, "Favorites: Can't delete multiple "links" references", 15 March 2004

"...I downloaded a program called xmlspy at . There are other programs out there like it just do a search for xml viewer. After I installed this program I started it (xmlspy).  In the task bar I clicked open and navigated to UserData folder located at C:\Documents and Settings\Your Name\Application Data\MSN6\UserData. If you have multiple accounts on the computer you will have multiple folders in the UserData folder. You heed to find the folder that contains the account your looking for. To do this open the local settings.xml file in any folder. After it is open expand the root by clicking on the arrow head next to "Root". Now expand the "User" again by clicking on the arrow head. You will see on one of the lines who the user is of the folder that you are in. Now you can open the favorites.xml file that is in that persons folder. If your the only user then there is only one folder in the UserData folder to open. Open the file that contains your data. In there you will see a file called favorites.xml. Open that file in xmlspy. Delete the extra link folder(s), save and close. Your done and those extra listings of the Links folders will be gone...."

Cannot save web pages in MHT format (only html and txt format are available)

Outlook Express must be installed on a computer to be able to save as MHT.  If Outlook Express is installed, a file called inetcomm.dll may not be registered properly, or may have been deleted/damaged accidentally.

Run the following command via start/run:

regsvr32 inetcomm.dll

If that doesn't work, try an IE repair - information on how to do that is available at the URL

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Last updated Sunday, August 20, 2006