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Web Browser Checklist

1. Reboot the computer
Rebooting your computer restarts programs that may cause problems with accessing the Internet, such as firewall and virus protection.

In some cases, these programs may have downloaded and installed updates (or you may have received Windows updates) that are keeping the computer from running correctly. Restarting will give these programs an opportunity to boot up with their newest updates.

2. Are you connected to the Internet?
Verify that your computer has established an Internet connection.

(This Step does not apply if you're using a router to share a broadband connection. If in doubt, restart the router; this allows the router to log back on to your Internet connection. For further connection troubleshooting, see Router Connection Checklist)

To check your Internet connection:

Windows XP: Click on Start, go to Connect To and click on the appropriate connection for PSC.
Windows Me: Click on Start, go to Settings, click on Dial-up Networking. Double-click the appropriate connection for PSC.
Windows 98: On your Desktop, double-click the My Computer icon. Double-click the Dial-up Networking folder. Double-click the appropriate connection for PSC.
  • If you see a Connection Status window:
    The Connection Status window shows an active connection, the duration of the connection, and connection speed. You are connected to the Internet. Continue to Step 3.

  • If you see a Connection window:
    Click the Dial/Connect button to establish an Internet connection.

  • If you are able to make a connection:
    Once connected, go back to your web browser and try to access web pages. If you are still unable to view pages, continue to Step 3.

  • If you are unable to make a connection:
    See the Checklist below for your type of Internet connection:
    Dial-up Connection Checklist
    DSL Connection Checklist
    Wireless Connection Checklist
    Router Connection Checklist
    • 3. Can you get to other web pages?
    Try going to several pages you have saved in your Favorites, or enter a page address in the Address bar, such as www.yahoo.com or www.google.com.

  • If you are unable to get to other web pages:
    Continue to Step 4.

  • If you can get to other web pages:
    Your original home page may no longer be available, or you may have an error in your home page settings. Try resetting your home page.
    To reset your home page:
    1. Click on File, then Open
    2. Type in the address of your home page, or choose one of the following:
    www.psci.net (PSC Home page)
    portal.psci.net (PSC Customizable home page)
    www.msn.com (MSN home page)
    www.yahoo.com (Yahoo! home page)
    Click OK to go to the page.
    3. At the top of the Internet Explorer window, click on Tools, then on Internet Options.
    4. On the General tab, click on the Use Current button to set the page you are currently viewing as your home page.
    5. At the bottom of the window, click APPLY, then OK.
    6. Test your home page by closing Internet Explorer and re-opening. It should open on the home page you selected.

  • If you are able to get to other pages, but are unable to access pages on secure websites
    If you are unable to access secure web pages (addresses that start with https:// -- such as online banking logins, HotMail, etc.), see this article in the Microsoft KnowledgeBase:

    Article 813444: How to troubleshoot situations where you cannot complete MSN sign-up or connect to SSL secured (128-Bit) Web sites by using Internet Explorer in Windows XP

    • 4. Do other programs have Internet access?
    Try checking your mail program to see if you can send and/or receive e-mail. Check other programs such as WeatherBug, or an IM program such as MSN Messenger, Yahoo! Messenger, etc. and see if you can log into your account.
  • If other programs have access to the Internet:
    The problem is confined to the web browser. Continue to Step 5.

  • If other programs do not have access to the Internet:
    Try "pinging" a website:
    1. Click on Start, then on Run
    2. In the Open: window, type: command and click OK
    3. At the prompt, type: ping yahoo.com and press the ENTER key on your keyboard. You should see something similar to this:


    Microsoft(R) Windows DOS
    (C)Copyright Microsoft Corp 1990-2001.

    C:\DOCUME~1\ALFRED>ping yahoo.com

    Pinging yahoo.com [66.94.234.13] with 32 bytes of data:

    Reply from 66.94.234.13: bytes=32 time=97ms TTL=44
    Reply from 66.94.234.13: bytes=32 time=99ms TTL=44
    Reply from 66.94.234.13: bytes=32 time=98ms TTL=44
    Reply from 66.94.234.13: bytes=32 time=97ms TTL=44

    Ping statistics for 66.94.234.13:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 97ms, Maximum = 99ms, Average = 97ms

    C:\DOCUME~1\ALFRED>

    If you get "Request timed out" errors, you may have a problem with the Windows Networking on your computer, or with your connection equipment. Contact PSC Technical Support for further assistance.

    • 5. Disable 3rd party access to Internet Explorer:
    1. Click on Start, click on Control Panel (Windows Me/98: go to Settings, click on Control Panel)
    2. Click on the Advanced tab
    3. Uncheck the option "Enable 3rd party extensions (requires restart)".
    4. Click APPLY, then OK
    5. Close all windows and programs; restart the computer

  • If you are able to view web pages: If you are able to view pages, turning off 3rd party extension access may indicate that you may have a virus or spyware on your computer. Make sure your virus protection is up to date, and that it also includes scanning for adware and spyware. Scan your computer. For further assistance, see Viruses, Adware and Spyware.

  • If you are still unable to view web pages: Continue to Step 6.
    • 6. Run System Restore
    System restore allows you to reset your computer to a previous, working configuration. This option is only available on Windows XP and Me.
    1. Click on Start, go to All Programs > Accessories > System Tools, and click on System Restore.
    2. Select the option "Restore my computer to a previous time". Click NEXT
    3. Dates in bold print on the calendar have restore points. Select a previous date when the computer was working properly.

    The window to the right of the calendar lists restore points created on that date. System Checkpoints are restore points automatically created by Windows. Other programs may create a restore point before installing, updating or changing Windows settings.

    If you suspect a program or update of creating the problem, select the restore point created by that program. Otherwise, select the System Checkpoint for that date. Click NEXT.

    4. The following window confirms the date and time to when the computer will be restored. Click NEXT to begin the restore.

    System Restore will restart your computer in the process of restoring your settings. Wait until you see that System Restore is completed (this may take several minutes). The System Restore window will tell you if the restore was successful, or if it was unable to restore your computer to the previous settings. Click OK to return to your Desktop.

  • If the Restore was not successful:
    Contact PSC Technical Support for further assistance.

  • If the restore was successful:
    Connect to the Internet and try viewing web pages. If you are still unable to view pages, contact PSC Technical Support for further assistance.