Unable to Print or have pop ups IE

Optiplex 380
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August 25, 2008 at 16:28:36 Pacific
Specs: WinXP Sp2, Dell PC's

Hi,

We have a few users in our offices across North America that are no longer able to print from IE v6.0.2900.2180 and also they are no longer able to see any links/sites that require the page to be open in a new window.

This is what I have done so far:
- cleared history and temp files in IE

- also followed this article to clear all other temp IE files http://support.microsoft.com/defaul...

- ran IE in admin mode to restore default settings and security settings and remove any damaged add-ins

- re-installed IE6 based on method 4 listed in this article http://support.microsoft.com/kb/318378

- restarted the print spooler, in case that was causing some issues

- re-installed the Java client

- ran IE in safe mode and still had the same issues.

- Ran SFC / scannow - still the same issue

- Re-registered the following files:
regsvr32 Shdocvw.dll
regsvr32 Shell32.dll
regsvr32 Oleaut32.dll
regsvr32 Actxprxy.dll
regsvr32 Mshtml.dll
regsvr32 Urlmon.dll

- Ran 2 different online virus/spy ware scans

If anyone can thing of anything else that might be causing these issues or have any troubleshooting please let me know.

Thank you


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#1
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August 25, 2008 at 16:51:03 Pacific

The words "across North America" tell me that you have some sort of WAN. Is there a domain and a VPN? Where are the printers located? You have to explain your setup in more detail.

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#2
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August 26, 2008 at 07:09:33 Pacific

Here are some more details:

All our offices North America are networked and each location has its own file and print server. The users are able to print from all other application except IE. Users are printing on the local LAN and not across the WAN.

Also a newly discovered issues is that when user try to use MS Word as an editor for Outlook it informs them that Word is not installed or is corrupted but you can open Word by it self and work on documents without any issues.


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#3
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August 26, 2008 at 16:22:46 Pacific

Are you saying that no one can print from IE at all locations? In other words, are all locations having the same problem?

Are all locations having the same Word/OE problem too?

If so, is Norton running at all the locations? Is there another AV Program or any program, for that matter, that has been recently installed, across the board?


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#4
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August 26, 2008 at 16:30:07 Pacific

The issue has only appeared on six computers out of 700 in the region. Most of the users are not in the same office either. We do have McAfee running on all the PC's. We have also ruled out any GP issue.



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#5
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August 26, 2008 at 17:05:57 Pacific

Now you have to determine what the 6 PCs have in common. Was there an update of any sort, Windows or McAfee? Do the 6 users communicate by email? Could they have all clicked on the same attachment?

Look at the event viewer logs and/or run Hijack This.


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#6
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August 27, 2008 at 07:46:05 Pacific

Unfortunately none of the users have anything in common. They do not work on any of the same files or even the same departments and maybe one or two of them might communicate with each other via email but not all six.

we also have all Automatic updates disabled for the users. weather it be for Windows or McAfee. Only the system admin can push the updates to the PCs.


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#7
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August 27, 2008 at 07:47:26 Pacific

Also to add to the last comment none of the users have any admin rights to thier PC's. All users are locked down and have Power user rights only

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#8
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August 27, 2008 at 17:30:15 Pacific

As I said in my last post, looking at the event viewer is your next step.

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#9
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September 4, 2008 at 15:33:36 Pacific

i took a look at the event viewer as well and there was nothing in there indicating an errors about printing or IE.

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#10
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September 4, 2008 at 17:08:37 Pacific

Run Hijack This on the affected PCs.

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#11
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September 5, 2008 at 13:30:57 Pacific

Thanks for all your help but we found a common factor with all the PC. We had deployed Autodesk Trueview 2009 to all the users in the region but for some odd reason these six users got a bad install of the application. reinstalling the application has resolved the issue.


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#12
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September 5, 2008 at 19:06:54 Pacific

Very good.

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