This document is GENERIC for all types of PC using XP or before.
Step 1: Detecting and removing spyware and adware software
If the computer becomes slow when connecting to the Internet, your home page changes to a page you do not want, unwanted desktop links display, or advertising windows pop up repeatedly, then your computer probably has spyware, or adware installed. Spyware and adware can be difficult to remove manually. See the following HP support document for more information about spyware and how to remove it from your computer:
HP and Compaq PCs - About Spyware, Adware, and Browser Hijacking Software .
Step 2: Scan and remove viruses
It might be that a virus or several viruses are attempting to use the Internet connection when the browser is open. See the following HP support document for more information about how to scan and remove viruses:
Resolving and Preventing Viruses on Your Computer .
NOTE:
If you have not updated Windows recently using
Windows Update (in English), now is a good time; after scanning and removing spyware and viruses .
Step 3: Clearing history, temporary files, and resetting settings
Clear the amount of temporary files that the browser uses as follows:
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Open the browser software.
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Click Tools from the menu bar.
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Select Internet Options .
The Internet Options window displays.
Figure 1: Internet Options window
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Click the General tab.
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In the Temporary Internet Files area, click Delete Files .
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Select Delete all offline content , and click OK .
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In the History area, click Clear History , and click OK .
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Click the Security tab, and select Default Level .
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Click the Content tab, and click Clear SSL State .
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Click the Programs tab, and click Reset Web Settings .
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Click the Advanced tab, click Restore Defaults , and then click OK .
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Connect to the Internet. If the computer stops responding, continue to next step.
Step 4: Update the network or modem drivers
Updating the network and modem drivers can fix some lockup problems. Install the latest update for your network hardware that you use. Update the network hardware if you connect to the Internet using DSL, Cable, or LAN. Update the modem software if you connect using dial-up.
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Go to the HP Software download page .
Select your country/region.
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Type the model name for your HP or Compaq computer. For example, SR1820NX or m7434n.
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Select the version of Windows the computer is using.
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Select the network or modem driver update. For example, Realtek RTL8139 LAN Driver Update.
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Follow the instruction on the download page to download and install the update.
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When done, restart and try to connect to the Internet again. If the problem persists, continue to the next Step.
Step 5: Disabling Software that opens with Windows
For troubleshooting purposes, reduce the amount of software that opens with Windows to try and find out if a software conflict is occurring. Open the Microsoft System Configuration software (Msconfig), remove the selection next to
Load Startup Items , click
OK , and restart the computer. For more information, see
Preventing Programs from Opening When Windows Starts .
Connect to the Internet. If the computer stops responding, continue to next step.
Step 6: Removing and reinstalling ISP and Anti-virus software
Remove the Internet Service Provider (ISP) software and install the latest version. Use the document on
Advanced Modem Troubleshooting for more information about how to remove and reinstall the ISP software.
Regards,
Shrey
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