An error means I can’t open PDFs

Q When I try to download PDF files a ‘debug error’ window appears, citing Internet Explorer. Whether I click Abort, Retry or Ignore a second error appears, declaring a ‘runtime error’. If I click the OK button on this dialogue box – the only one there is – I get returned to the first error, in a continuous loop.

So far the things I have tried include turning off my antivirus software (AVG 2012) and a System Restore, neither of which made any difference. My PC runs Windows XP, which is fully updated. I have added two 1GB memory modules recently, but no other changes. Can you help?
Peter Williamson

A This is a known bug that is caused either by corrupt Internet Explorer settings or a malfunctioning add-on. In most cases it can be resolved by ‘resetting’ Internet Explorer. To do this in XP, first exit Internet Explorer then click Start followed by Run. Now type inetcpl.cpl into the open box and press Enter.

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When the Internet Options dialogue box appears, select the Advanced tab. In the Reset Internet Explorer settings section, click the Reset button. Note the tickbox on the confirmation window that pops up (but don’t tick it just yet) then click the second Reset button.

Internet Explorer will now be reset, which takes just a few seconds. During this process any toolbars or add-ons that you have added will be disabled, along with any privacy and security settings – because these are all potential causes for the problem you describe.

When the progress bars reach their end, click the Close button and then launch Internet Explorer as normal. Try anew to download a PDF to see if your problem has been resolved.

If not, repeat the instructions above but this time tick the ‘Delete personal settings’ box to completely reset Internet Explorer and try again.

As may be obvious, one or other of these methods should fix Internet Explorer but they will also result in some or all of your browser customisations being deleted or disabled – so expect to spend time tweaking things.