HP Pavilion Desktop PCs - My Computer Stops Responding or Becomes Very Slow After Connecting To the Internet This document applies to Microsoft(R) Windows 95, 98, Me, and XP.
A computer lockup or system error that frequently occurs when browsing the Internet may be caused by a conflict between the McAfee Web content filter and the Internet browser software. Follow the directions below to solve this problem.
NOTE: Print this document or save it to your computer to help after disconnecting from the Internet. There are multiple solution steps in this document. If one doesn't work, continue to the next.
Step 1: Disabling Internet files scanning
Right-click the small McAfee icon on your task bar, next to the clock. (Hold the mouse over an icon to see the icon's program name. The McAfee icon may look like a shield or a red M). Select Virus Scan On-Line, then Active Scanning, and then Properties. NOTE: If Virus Scan On-Line is not an option, select Enable, and then click Internet Files to remove the check.
Select Program Files and Documents Only. Click OK. Connect to the Internet to see if your computer still locks up or hangs. If the problem still exists, continue to the next Step. Step 2: Clearing the history folder and browser cache memory
Open Internet Explorer or Netscape. Click Tools from the menu bar. Select Internet Options. The Internet Options window appears (see Figure 1).
Figure 1: Internet Options window
Click the General tab. In the Temporary Internet Files area, click Delete Files. In the History area, click Clear History. Click OK. Connect to the Internet to see if your computer still locks up or hangs. If the problem still exists, continue to next step. Step 3: Temporarily disabling WebscanX to see if it is the problem
The following steps do not apply to Pavilions with Microsoft Windows XP. If you have Windows XP and are still experiencing lockups, go to Step 5 of this document. If you have another version of Windows, follow these instructions.
CAUTION: WebscanX is an ActiveX control. Disabling ActiveX controls leaves the system open to malicious Web sites. It is recommended you visit only trusted Web sites until a permanent solution is established. Make sure you disable McAfee WebscanX before connecting to the Internet.
While holding down the CTRL and ALT keys on the keyboard, press the DELETE key. The Close Program window appears (see Figure 2). NOTE: Closing a program from the Close Program window, will only end the program for the current session. Once you restart the computer, the program will begin running again.
Figure 2: Close Program window
If Webscanx is present in the window, select it and click End Task. If Webscanx is not present in the Close Program window, there is another issue causing the lockups. Try the solutions in Step 5 or the "Related topics" sections of this document. Connect to the Internet to see if your computer still locks up or hangs. If your computer still exhibits the same problems, go to Step 5. If the problem no longer occurs and your HP Pavilion is in warranty, contact HP. If your HP Pavilion is not in warranty, contact McAfee for a permanent solution. Otherwise, complete the following step to keep WebscanX from reloading after you restart your computer. Step 4: Disabling WebscanX to keep it from restarting
CAUTION: WebscanX is an ActiveX control. Disabling ActiveX controls leaves the system open to malicious Web sites. It is recommended the customer visit only trusted Web sites until a permanent solution is established.
Click Start, and then click Run. In the Open dialogue box, type: MSCONFIG Click OK. The System Configuration Utility appears (see Figure 3).
Figure 3: System Configuration Utility
Click the Startup tab. Remove the check mark next to McAfeeWebScanX and click OK. When prompted to restart the system, click OK. NOTE: McAfee WebScanx will no longer load when the computer starts up.
Step 5: Removing and reinstalling ISP and Anti-virus software
Remove the Internet Service Provider (ISP) software and install the latest version. Click here for instructions on how to fully remove and reinstall ISP software. Try removing the McAfee Anti-Virus software. Click here for instructions on how to remove McAfee Anti-Virus. Click here for instructions on how to re-install your Anti-virus software. CAUTION: Remove Anti-virus software at your own risk. Doing so will leave your computer vulnerable to viruses or other file corruptions.
If, after you uninstall McAfee, your computer no longer locks up, hangs, or receives the associated error message, you can assume that the McAfee software was conflicting with something else on your system. If your HP Pavilion is in warranty, contact HP for further support. If your HP Pavilion is no longer in warranty, contact McAfee for a solution to the conflict.
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