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Troubleshooting
Sorry you're having trouble with the site; let's take a look at what the problem could be.
The following advice is based on an automatic analysis of your system, and the items listed below are by far the most
common causes of the problems that people have when using our site.
We suggest that you try all the solutions we have identified below; one or more of them
will most likely get you past the problem you're having.
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In Windows NT/2000/XP, you must have Administrator privileges
in order to install the ActiveX control. If you do not, the tests will initiate but
immediately take you back to the starting page because the ActiveX utility is not present.
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We recommend that you use Internet Explorer 6.
Although our site usually works with versions as old as IE4 SP2, we are not able to test on
this configuration regularly.
Most of the AutoFixes we offer require IE5.5 or higher and cannot be run on IE4.
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You must have per-session and permanent cookies enabled in Internet Explorer.
if these cookies are disabled this will prevent our tests (and most of the rest of our site) from working.
Most commonly this will result in "No session in progress" messages and you
will not be able to compete the tests.
Please visit our cookies page for instructions.
If your IE cookie settings are correct, make sure you are not using a utility that disables cookies.
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You have not yet loaded the My Pc Center utility. If you have already tried our full test but
received an error message about the utility not being loaded, follow the instructions
here to manually remove it.
After removing the ActiveX click Here to try testing again.
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if you're using America Online. Be sure that you are accessing MyPCcenter site
through Internet Explorer, not the AOL builtin browser. You start IE using the IE icon
on your system tray or desktop. Also, we suggest that you upgrade to AOL 6.0 if you are
using an older version.
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if JavaScript is disabled. The MYPCCENTER testing process requires
that you have JavaScript turned on. Check your Javascript support
for more information and instructions.
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Currently you have Internet Explorer configured to use the older HTTP 1.0 protocol for
accessing the Internet. Most web sites, including ours, work better if you use the HTTP 1.1
protocol. This is easy to change. Start Internet Explorer and select . In the dialog of options, scroll to the section labeled
HTTP 1.1 Settings and check the box labeled "Use HTTP 1.1".
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Internet Explorer is configured to use a local proxy server to access the Internet.
This usually indicates you are using ad-blocking or security software that filters the
incoming HTML and script. These programs can corrupt our web pages and prevent them
from working properly, so we recommend that you disable them while you run your tests.
Some of these utilities have their own ways of being temporarily turned off or
disabled, you'll need to check their documentation.
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How to turn off proxy settings: From Internet Explorer's menu, select
. If you are
on a LAN click "LAN settings", if you are on a dial-up, highlight the dial-up connection
you are using, then click "Settings".
Clear all three check boxes in this dialog:
Automatically detect settings, Use automatic configuration script, and Use a proxy server.
Click OK. It is also a good idea to close any open browser windows and open a new one before testing again.
If none of the above works please CONTACT US and explain the problem you are experiencing in great detail. Please mention you tried to fix the most common causes of error already.
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