[SOLVED] Internet Explorer will not update

R

rickf

Well-known member
Joined
Jul 27, 2015
Posts
47
Don't know if this should be in this forum or the update forum so please move to appropriate forum if need be. I will attempt to give as much background on the problem as I can.
Windows 7 Professional 64 bit.
Last week a coworker said that Internet Explorer had quit working. Sure enough, every time it was launched it would respond with Internet Explorer has stopped working. (This was IE 11). I attempted a number of "fixes" that I found on Microsoft forums to no avail.

I then tried a System Restore to an earlier time and upon reboot received a "domain trust error" which prevented the machine from logging into the network. Since that error was more critical the IE not working I booted to Safe Mode and restored to a later time. Still received the domain trust error. After fixing the domain trust error I found that I could no longer go back far enough with System Restore to see if an earlier restore point would fix IE.

Did a SFC /scannow and had two files that couldn't be repaired (wish I had known about SFCFix program then) - decided to not worry about them at the time and ran CCleaner and Malwarebytes. Still could not get IE to work.

Tried some additional fixes from Microsoft forums as well as running some MS Mr Fixit programs with no luck.

I then started uninstalling MS update for IE. Removed IE11: IE still not working. Removed IE10: IE still not working. Removed IE9: IE now working.

So, IE8 is working (at least not getting the IE has stopped working error) but I am unable to get it to update to IE9 or IE10 or IE11. I've tried updating via Windows Update as well as trying to install standalone versions of IE.

The three different errors I've received, depending on how I was trying to install or update are: Error 8007002 or Error 3715; I've also received the following:
"Service Registration is missing or corrupt". I've not been able to re-create that error but did receive it once.

I can run Windows Update and get other windows updates to install without error so it appears that the update program is fine. Prior to IE11 quitting working, the PC was current on all MS updates. I've installed any other updates that were critical prior to trying to update to IE9 - 10 or 11.

I am at my wits end, hence the reason I joined this forum.
Hopefully some one can fix this issue for me?

Thanks in advance for your time.
 
Please do the following to get a fresh CBS log for me to look at:

SFC Scan

  1. Click on the Start
    Start%20Orb.jpg
    button and in the search box, type Command Prompt
  2. When you see Command Prompt on the list, right-click on it and select Run as administrator
  3. When command prompt opens, copy and paste the following commands into it, press enter after each

    sfc /scannow

    Wait for this to finish before you continue

    copy %windir%\logs\cbs\cbs.log %userprofile%\Desktop\cbs.txt

  4. This will create a file, cbs.txt on your Desktop. Please attach this to your next post.
 
I get a "syntax of the command is incorrect" when I copy and paste that command into a command prompt. However, I just copied the cbs.log file to the desktop and renamed. Please see the attached txt file. When I tried to attach the text file it said uploading and got to 100% but I don't see it anywhere?

Just in case it didn't get attached, here is a link to it.
https://drive.google.com/file/d/0B9P10YGcfKWgeDdLUHRQZU02S0E/view?usp=sharing
 
The log was too large to be attached. Your Google Drive upload worked just fine :)

I'd like some more information, please follow these instructions:

System Update Readiness Tool (SURT)

Download and run the System Update Readiness Tool for your version of Windows here: System Update Readiness Tool

NOTE: If you aren't sure if your Windows installation is 32-bit or 64-bit, check here: How to determine whether a computer is running a 32-bit version or 64-bit version of the Windows operating system

This tool will take some time to complete - when it has finished, attach C:\Windows\Logs\CBS\CheckSUR.log with your reply.
 
Here is the CheckSUR.log:=================================
Checking System Update Readiness.
Binary Version 6.1.7601.22471
Package Version 26.0
2015-07-27 14:08
Checking Windows Servicing Packages
Checking Package Manifests and Catalogs
Checking Package Watchlist
Checking Component Watchlist
Checking Packages
Checking Component Store
Summary:
Seconds executed: 812
No errors detected
 
Let's try this:



  1. Click Start, type cmd in the Search box
  2. Right click on CMD.exe and select Run as administrator
  3. Copy the following command:

    dir %WINDIR%\servicing\Packages\Microsoft-Windows-InternetExplorer-*11.*.mum > %userprofile%\desktop\ie11packages.txt


  4. Paste the command into the Command Prompt window, and then press Enter.
  5. When the command completes, attach ie11packages.txt from your desktop with your reply.
 
Try to install IE 11 again, then follow these instructions:


Event Log Collection

  1. Download and run EVTXport (by tom982) here: FEVTXport.exe
    PUVkWTv.png
  2. Check the boxes titled Application and System under Select log to query.
  3. Check the box titled Error under Select type to list.
  4. Click Run.
  5. You will get a notification "Successfully exported ... " when log collection is complete.
    JOKykI6.png

    Click OK. If you get anything else other than Successful post back with the message.
  6. Explorer will launch with EVTXport.zip selected on your Desktop.
    This file contains Application.txt and System.txt, which are the events matching the filter in the logs you selected. Attach this file with your reply.
 
Did you try to install IE9 or IE11? If it was IE9, please attach C:\Windows\IE9_main.log
I'd also like C:\Windows\Logs\CBS.log and C:\Windows\WindowsUpdate.log

Try running the following command from command prompt:
dir %WINDIR%\servicing\Packages\Microsoft-Windows-InternetExplorer*.mum > %userprofile%\desktop\iepackages.txt

attach iepackages.txt with your reply.
 
I tried installing IE11 using this executable: IE11-Windows6.1-x64-en-us
When I paste your command into a command prompt I get: System cannot find the path specified.
If I go to the Packages folder and do a dir Microsoft-Windows-InternetExplorer*.mum > iepackages.txt I get an "Access Denied", even though I am running the command prompt as administrator
There are a number of mum files in the Packages folder... please see attached .png file
Am attaching a couple of log files also.
The cbs and windows update logs are:
https://drive.google.com/file/d/0B9P10YGcfKWgOEVCOUNPNHpoMzA/view?usp=sharing
https://drive.google.com/file/d/0B9P10YGcfKWgLXpReF80dXNxUUU/view?usp=sharing
 

Attachments

Very good.
Let's try to manually remove any IE packages on the system that are newer than IE8.
We'll start with IE9

Command Prompt

Warning: this fix is specific to the user in this thread. No one else should follow these instructions as it may cause more harm than good. If you are after assistance, please start a thread of your own.

  1. Click on the Start
    Start%20Orb.jpg
    button and in the search box, type Command Prompt
  2. When you see Command Prompt on the list, right-click on it and select Run as administrator
  3. When command prompt opens, copy and paste the following commands into it, then press enter

    FORFILES /P %WINDIR%\servicing\Packages /M Microsoft-Windows-InternetExplorer-*9.*.mum /c "cmd /c echo Uninstalling package @fname && start /w pkgmgr /up:@fname /norestart"

  4. Right-click on the Command Prompt window and click Select All, this will invert all of the colours by selecting the text, now press enter. All of this text is now copied.
  5. Paste (Ctrl+V) it into your next post please.
 
I have run into a bit of a snag. This machine is the client machine that does our payroll... when the gal went to do payroll today she was unable to access it. After talking with the vendor (SAGE SOFTWARE) there are issues with IE and .net framework and certain windows updates affecting their software. This has never been an issue in the past but with all that's been done to this machine over the past few days we are having issues. Anyway, long story short - they had me uninstall update KB2968294 and make sure that both boxes were checked underneath .net framework 3.5.1 - Windows Communication Foundation HTTP Activation and Windows Communication Foundation Non-HTTP Activation. I then attempted to restart the machine and it has been stuck on the "Preparing to Configure Windows - Do Not Turn Off Your Computer" screen for quite some time now. I am, as you would imagine, reluctant to power down or try anything but if it doesn't shut down or reboot I don't know what to do!!!!
 
Any Windows 7 Professional SP1 installation disc should work. Did the computer ever finish making the changes?

If it did, I would like to get a snapshot of your computer's disk statistics.
Download and extract Speccy portable here: https://www.piriform.com/speccy/download/portable
Run Speccy.exe in the extracted folder and follow the instructions here to publish a snapshot: https://www.piriform.com/docs/speccy/using-speccy/publishing-a-speccy-profile-to-the-web

This will generate a web page with the machine specifications, hardware sensor readings, and list the software and Windows Updates installed on the machine as well.
You can post the link here or PM it to me if you would like.
 
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