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Frederick S.
Frederick S., Computer Specialist
Category: Computer
Satisfied Customers: 8693
Experience:  Computer technician and founder of a home PC repair company.
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I can no longer access google via internet explorer. Says

Customer Question

I can no longer access google via internet explorer. Says web page cannot be displayed. I can get on all other sites
Submitted: 4 years ago.
Category: Computer
Expert:  Frederick S. replied 4 years ago.
Hello and thanks for using Justanswer.

Please go ahead and try resetting Internet Explorer.

Go to Tools > Internet Options... Select the Advanced tab, click Reset, then Reset again.

Then click OK out of those windows, close all Internet Explorer windows, and then try going to Google again. (You can bookmark this page by pressing Ctrl+D so you can easily access it after you complete the above steps.)

Let me know what happens - thanks.
Customer: replied 4 years ago.
It seems to have worked. I was actually on google when it stopped working. Can you tell me why this happened?
Expert:  Frederick S. replied 4 years ago.
I'm not entirely sure why that happened. However, let's make sure that it is not because of a malicious item (malware/virus/trojan) on your PC that would change your Internet settings.

Please click Download Now on the left side of this page: http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?part=dl-10804572&subj=dl&tag=button

Once downloaded, please run and install Malwarebytes. After it installs, it should try to update... then run the Quick Scan, and remove any items it finds.
Frederick S., Computer Specialist
Category: Computer
Satisfied Customers: 8693
Experience: Computer technician and founder of a home PC repair company.
Frederick S. and 14 other Computer Specialists are ready to help you
Customer: replied 3 years ago.
I had this same problem in November. I tried to reset explorer but it didn't work. I cannot access any search engines like google or bing. I can access other sites, but they are very slow to open and navigate through.
Expert:  Frederick S. replied 3 years ago.
How long ago did it first start occurring? Have you tried doing a System Restore back to a day before it first started?
Customer: replied 3 years ago.
It just started today. I have not done a system restore and I'm not even sure what that is.
Expert:  Frederick S. replied 3 years ago.
What version of Windows are you using? XP/Vista/7?
Customer: replied 3 years ago.
Vista
Expert:  Frederick S. replied 3 years ago.
You can go to Start menu > Type SYSTEM RESTORE and select System Restore. Pick a day before this started happening again and see if that helps; thanks.
Customer: replied 3 years ago.
I performed the system restore. I still can't get a search engine and other websites, although they come up, are responding slowly.
Expert:  Frederick S. replied 3 years ago.
Please try Google Chrome:

www.google.com/chrome

Does it do the same weird behavior?
Customer: replied 3 years ago.
Sorry for the delay. While I was waiting I tried to Reset Explorer again (after the System Restore). It didn't work. Not sure it's weird, it just takes forever processing then says Explorer cannot display the webpage. I'll try google.com/chrome now.
Expert:  Frederick S. replied 3 years ago.
OK - let me know if Chrome is as slow; thanks.
Customer: replied 3 years ago.
Same thing with chrome. Processes forever then says web page cannot be displayed.
Expert:  Frederick S. replied 3 years ago.
And do other computers in your household work just fine on the Internet?
Customer: replied 3 years ago.
This is my only computer.
Expert:  Frederick S. replied 3 years ago.
If both browsers are taking forever to process web sites, that does not sound like it's an issue with your PC. It could be, but it's unlikely. Have you tried unplugging your modem/router and plugging it back in/restarting the computer?
Customer: replied 3 years ago.
What do you mean both browsers? I will try unplugging the router and restarting.
Expert:  Frederick S. replied 3 years ago.
I'm sorry. I was assuming that Chrome was responding slowly as well but you said you were unable to download it, either. OK. Let me know how it goes; thanks.
Customer: replied 3 years ago.
I just finished unplugging router and shutting down computer. Plugged back in and brought computer back up....same problem. I can open explorer, access websites...some slow, some normal. But, still no access whatsoever to google or bing. Why would it just be search engines? That's what happened in November too, but the Explorer reset fixed it that time.
Expert:  Frederick S. replied 3 years ago.
OK... this almost doesn't sound like an issue with Internet Explorer... Please try and see if you can go to this page for me... 74.125.227.48 - How long does it take to load?
Customer: replied 3 years ago.
Can I go to it by clicking in your message or should I put it in my browser?
Expert:  Frederick S. replied 3 years ago.
Either way would work.
Customer: replied 3 years ago.
I clicked on the link in your message and google came right up.
Expert:  Frederick S. replied 3 years ago.
Right... so that means that there is a DNS failure somewhere... either your computer is having trouble, or your router, or your service provider. But before we go blaming your service provider, let's check something...

  1. Open Network Connections by clicking the Start button , clicking Control Panel, clicking Network and Internet, clicking Network and Sharing Center, and then clicking Manage network connections.
  2. Right-click the connection that you want to change, and then click Properties. If you are prompted for an administrator password XXXXX confirmation, type the password XXXXX provide confirmation.
  3. Click the Networking tab. Under This connection uses the following items, click Internet Protocol Version 4 (TCP/IPv4) and then click Properties.
For the DNS settings, does it say 'obtain automatically' or is something filled in there?
Customer: replied 3 years ago.

Obtain automatically is selected

Expert:  Frederick S. replied 3 years ago.
OK - select "Use the following DNS Server addresses" and type:

208.67.222.222
in the first row of boxes... and then type

4.2.2.2
in the second row of boxes.

then click OK... and then close your Internet Explorer windows and again try going to Google.com. Let me know how it goes; thanks.
Customer: replied 3 years ago.
Same thing. Still getting Internet Explorer cannot display the webpage
Expert:  Frederick S. replied 3 years ago.
Please go to this page and download Google Chrome:

http://74.125.227.48/chrome

Once downloaded, open it and see if the same behavior exists.
Customer: replied 3 years ago.
I got google chrome could not connect to google.com
Expert:  Viet - Computer Tech replied 3 years ago.
Hi,

Please click here to download and install the HijackThis program. Then right-click on the installed HijackThis program and click on Run as administrator. Then click on Do a system scan only. Then click on Save log near the bottom. Then copy and paste the log to me.

Thanks,
-Viet
Customer: replied 3 years ago.

I'm not sure if I did this right. I have a HijackThis file saved in my docs, but I can't copy and paste it here.

Expert:  Viet - Computer Tech replied 3 years ago.
After you follow my previous instructions, then you would save the log as a text file. Then open that text file and copy and paste to reply to me. Thanks.
Customer: replied 3 years ago.

Logfile of Trend Micro HijackThis v2.0.4
Scan saved at 6:54:52 PM, on 1/13/href="http://www.justanswer.com/computer/48thu-no-longer-access-google-via-internet-explorer-says.html1
Platform: Windows Vista SP2 (WinNT 6.00.1906)
MSIE: Internet Explorer v8.00 (8.00.6001.18999)
Boot mode: Normal

Running processes:
C:\Windows\system32\taskeng.exe
C:\Windows\system32\Dwm.exe
C:\Windows\Explorer.EXE
C:\Program Files\HP\HP Software Update\hpwuSchd2.exe
C:\Windows\System32\rundll32.exe
C:\Program Files\Seagate\Basics\Basics Status\MaxMenuMgrBasics.exe
C:\Windows\System32\igfxtray.exe
C:\Windows\System32\hkcmd.exe
C:\Windows\System32\igfxpers.exe
C:\Program Files\HP\Digital Imaging\bin\HpqSRmon.exe
C:\Program Files\Epson Software\Event Manager\EEventManager.exe
C:\Program Files\Epson Software\FAX Utility\FUFAXSTM.exe
C:\Program Files\Windows Sidebar\sidebar.exe
C:\Windows\System32\spool\drivers\w32x86\3\E_FATIFJA.EXE
C:\Program Files\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe
C:\Windows\ehome\ehtray.exe
C:\Program Files\Logitech\SetPoint\SetPoint.exe
C:\Users\Linda\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup\ctfmon.exe
C:\Windows\system32\igfxsrvc.exe
C:\Windows\ehome\ehmsas.exe
C:\Program Files\Common Files\Logishrd\KHAL2\KHALMNPR.EXE
C:\PROGRA~1\MI1933~1\Office12\OUTLOOK.EXE
C:\Windows\system32\wuauclt.exe
C:\Windows\system32\wermgr.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Users\Linda\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\OB9GN582\HijackThis[1].exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Users\Linda\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\8NMN9F3N\HijackThis[1].exe
C:\Windows\system32\SearchProtocolHost.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = Preserve
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://start.verizon.net/
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/?LinkId=69157
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyServer = http=127.0.0.1:25458
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
O1 - Hosts: ::1 localhost
O1 - Hosts: ::1 localhost
O2 - BHO: &Yahoo! Toolbar Helper - {02478D38-C3F9-4efb-9B51-7695ECA05670} - C:\Program Files\Yahoo!\Companion\Installs\cpn\yt.dll
O2 - BHO: HP Print Enhancer - {0347C33E-8762-4905-BF09-768834316C61} - C:\Program Files\HP\Digital Imaging\Smart Web Printing\hpswp_printenhancer.dll
O2 - BHO: AcroIEHelperStub - {18DF081C-E8AD-4283-A596-FA578C2EBDC3} - C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelperShim.dll
O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - C:\Program Files\Google\Google Toolbar\GoogleToolbar_32.dll
O2 - BHO: Google Toolbar Notifier BHO - {AF69DE43-7D58-4638-B6FA-CE66B5AD205D} - C:\Program Files\Google\GoogleToolbarNotifier\5.6.5612.1312\swg.dll
O2 - BHO: Ask Toolbar BHO - {D4027C7F-154A-4066-A1AD-4243D8127440} - C:\Program Files\Ask.com\GenericAskToolbar.dll
O2 - BHO: HP Smart BHO Class - {FFFFFFFF-CF4E-4F2B-BDC2-0E72E116A856} - C:\Program Files\HP\Digital Imaging\Smart Web Printing\hpswp_BHO.dll
O3 - Toolbar: Yahoo! Toolbar - {EF99BD32-C1FB-11D2-892F-0090271D4F88} - C:\Program Files\Yahoo!\Companion\Installs\cpn\yt.dll
O3 - Toolbar: Webroot Toolbar - {D4027C7F-154A-4066-A1AD-4243D8127440} - C:\Program Files\Ask.com\GenericAskToolbar.dll
O3 - Toolbar: Google Toolbar - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - C:\Program Files\Google\Google Toolbar\GoogleToolbar_32.dll
O4 - HKLM\..\Run: [Windows Defender] "%ProgramFiles%\Windows Defender\MSASCui.exe" -hide
O4 - HKLM\..\Run: [HP Software Update] "C:\Program Files\HP\HP Software Update\HPWuSchd2.exe"
O4 - HKLM\..\Run: [reupdate] "C:\Targus\ACP60\reupdate.exe" "c:\Targus\Acp60\TXEXVGA.inf" "PCI\VEN_18CA&DEV_0020"
O4 - HKLM\..\Run: [CM108Sound] "RunDll32" CM108.cpl,CMICtrlWnd
O4 - HKLM\..\Run: [Logitech Hardware Abstraction Layer] "KHALMNPR.EXE"
O4 - HKLM\..\Run: [Kernel and Hardware Abstraction Layer] "KHALMNPR.EXE"
O4 - HKLM\..\Run: [basicsmssmenu] "C:\Program Files\Seagate\Basics\Basics Status\MaxMenuMgrBasics.exe"
O4 - HKLM\..\Run: [IgfxTray] "C:\Windows\system32\igfxtray.exe"
O4 - HKLM\..\Run: [HotKeysCmds] "C:\Windows\system32\hkcmd.exe"
O4 - HKLM\..\Run: [Persistence] "C:\Windows\system32\igfxpers.exe"
O4 - HKLM\..\Run: [hpqSRMon] "C:\Program Files\HP\Digital Imaging\bin\hpqSRMon.exe"
O4 - HKLM\..\Run: [EEventManager] "C:\PROGRA~1\EPSONS~1\EVENTM~1\EEventManager.exe"
O4 - HKLM\..\Run: [FUFAXSTM] "C:\Program Files\Epson Software\FAX Utility\FUFAXSTM.exe"
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files\Adobe\Reader 9.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [Adobe ARM] "C:\Program Files\Common Files\Adobe\ARM\1.0\AdobeARM.exe"
O4 - HKCU\..\Run: [Sidebar] "C:\Program Files\Windows Sidebar\sidebar.exe" /autoRun
O4 - HKCU\..\Run: [WorkForce 610(Network)] "C:\Windows\system32\spool\DRIVERS\W32X86\3\E_FATIFJA.EXE" /FU "C:\Windows\TEMP\E_S3B41.tmp" /EF "HKCU"
O4 - HKCU\..\Run: [Smart Security] "C:\ProgramData\626c56\SM626_2145.exe" /s /d
O4 - HKCU\..\Run: [Userinit] C:\Users\Linda\AppData\Roaming\appconf32.exe
O4 - HKCU\..\Run: [swg] "C:\Program Files\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe"
O4 - HKCU\..\Run: [ehTray.exe] C:\Windows\ehome\ehTray.exe
O4 - HKCU\..\Run: [Google Update] "C:\Users\Linda\AppData\Local\Google\Update\GoogleUpdate.exe" /c
O4 - Startup: ctfmon.exe
O4 - Startup: Epson all-in-one Registration.lnk = D:\Common\EpsonReg\EpsonReg.exe
O4 - Global Startup: HP Digital Imaging Monitor.lnk = C:\Program Files\HP\Digital Imaging\bin\hpqtra08.exe
O4 - Global Startup: Logitech SetPoint.lnk = C:\Program Files\Logitech\SetPoint\SetPoint.exe
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MI1933~1\Office12\REFIEBAR.DLL
O9 - Extra button: Show or hide HP Smart Web Printing - {DDE87865-83C5-48c4-8357-2F5B1AA84522} - C:\Program Files\HP\Digital Imaging\Smart Web Printing\hpswp_BHO.dll
O16 - DPF: vzTCPConfig - http://www2.verizon.net/help/fios_settings/include/vzTCPConfig.CAB
O16 - DPF: {6F15128C-E66A-490C-B848-5000B5ABEEAC} (HP Download Manager) - https://h20436.www2.hp.com/ediags/dex/secure/HPDEXAXO.cab
O16 - DPF: {E2883E8F-472F-4FB0-9522-AC9BF37916A7} - http://platformdl.adobe.com/NOS/getPlusPlus/1.6/gp.cab
O22 - SharedTaskScheduler: Component Categories cache daemon - {8C7461EF-2B13-11d2-BE35-3078302C2030} - C:\Windows\system32\browseui.dll
O23 - Service: Basics Service - Seagate Technology LLC - C:\Program Files\Seagate\Basics\Service\SyncServicesBasics.exe
O23 - Service: EpsonBidirectionalService - SEIKO EPSON CORPORATION - C:\Program Files\Common Files\EPSON\EBAPI\eEBSVC.exe
O23 - Service: Google Update Service (gupdate) (gupdate) - Google Inc. - C:\Program Files\Google\Update\GoogleUpdate.exe
O23 - Service: Google Software Updater (gusvc) - Google - C:\Program Files\Google\Common\Google Updater\GoogleUpdaterService.exe
O23 - Service: Logitech Bluetooth Service (LBTServ) - Logitech, Inc. - C:\Program Files\Common Files\Logitech\Bluetooth\LBTServ.exe
O23 - Service: XAudioService - Conexant Systems, Inc. - C:\Windows\system32\DRIVERS\xaudio.exe

--
End of file - 7987 bytes

Expert:  Viet - Computer Tech replied 3 years ago.
Please close Internet Explorer.

Please run HijackThis again: right-click on the installed HijackThis program and click on Run as administrator. Then click on Do a system scan only.

Then check the box at the item below:

R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyServer = http=127.0.0.1:25458

Then click on Fix checked near the bottom.

Then check. You may have to restart the computer.

Thanks,
-Viet
Customer: replied 3 years ago.
Did all of the above steps and restarted the computer. Same thing. Internet Explorer works, other websites work....but still cannot access either search engine: Google or Bing. Still says Internet Explorer cannot display the webpage
Customer: replied 3 years ago.
BTW...Before the whole Hijack thing, I put the DNS back to obtain automatically. Was that okay?
Expert:  Viet - Computer Tech replied 3 years ago.
It's supposed to be automatic. I'm out of suggestions. Let me open your question to other computer experts. Thanks.
Customer: replied 3 years ago.
That's the way it was originally. Then Frederick asked me to change it to a specific setting and gave me numbers to type into the two rows. That didn't work either, so I changed it back to automatic but neglected to tell him/you that. Ok with me to open it up to others.

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Computer technician and founder of a home PC repair company.