IT-Questions.com

Software & Apps · 6 guides

Crashes and browser issues

Office crashes, slow browsers, cache, PDFs, old plugins, and unexpected restarts.

Excel or Word keeps crashing

Office closes while you edit, or a specific workbook takes the app down.

ModerateAbout 12 minutes4 steps

You might notice

  • Not responding, then close
  • One file crashes, others are fine
  • Crashes after a recent add-in install
  1. 01

    Open the file in Safe Mode

    Hold Ctrl while starting Word or Excel and confirm Safe Mode. If it is stable, disable COM add-ins from Options → Add-ins.

  2. 02

    Repair the document

    Copy content into a new file, or in Excel try Open and Repair. Huge unused ranges, broken links, and corrupted charts are frequent causes.

  3. 03

    Move the file to OneDrive and turn on AutoSave

    Local files on a flaky disk lose work. Cloud files also give you version history after a crash.

  4. 04

    Quick Repair Microsoft 365

    Settings → Apps → Microsoft 365 → Modify → Quick Repair. Use Online Repair only if Quick Repair fails and you can stay on the network.

My browser is slow or crashing

Edge or Chrome uses all the memory, freezes, or closes tabs on its own.

EasyAbout 8 minutes4 steps

You might notice

  • Pages lock up
  • “He’s dead, Jim” or similar
  • The fan spins with only the browser open
  1. 01

    Close extra tabs and extensions

    Keep a handful of work tabs. Disable extensions you do not recognize, especially coupon and PDF tools.

  2. 02

    Clear cached images and files

    Clear cached files and cookies for the last 7 days if a single site is broken. Stay signed in to work sites afterward.

  3. 03

    Turn off hardware acceleration if the window flashes

    In browser settings, disable hardware acceleration and restart. This helps on some docks and virtual machines.

  4. 04

    Use the company browser profile

    Work should stay in the managed profile. A personal profile with many extensions can destabilize the whole browser.

How to clear cache and cookies

Fix a website that shows a stale page, an old password prompt, or a broken login loop.

EasyAbout 4 minutes4 steps

You might notice

  • A site looks outdated
  • You cannot sign in
  • IT told you to clear cache
  1. 01

    Clear for the affected site first

    In Edge or Chrome, click the lock icon on the site → Cookies and site data → delete. This is gentler than wiping everything.

  2. 02

    Clear cached files if that is not enough

    Open browser settings → Privacy → Clear browsing data. Choose Cached images and files. Add cookies only if the site is still broken.

  3. 03

    Sign in again and complete MFA

    Expect to approve a sign-in. Do not be surprised if Outlook on the web or SharePoint asks once more.

  4. 04

    Hard-refresh the page

    Use Ctrl+F5 after clearing. Then test in a private window to see whether the profile still holds a bad cookie.

A PDF will not open

A PDF is blank, says it is damaged, or opens in the wrong app.

EasyAbout 6 minutes4 steps

You might notice

  • Blank tab
  • File is damaged and could not be repaired
  • The file downloads but will not open
  1. 01

    Try another reader

    Open the file in Edge, then in Adobe or the company PDF app. Some files only render in one of them.

  2. 02

    Download it instead of previewing

    Outlook and SharePoint previews fail on larger PDFs. Download a copy and open the local file.

  3. 03

    Confirm the download finished

    A truncated file will always look corrupt. Compare the size with what the sender expected and download again.

  4. 04

    Ask for a re-export if it is still damaged

    The source file may be bad. Have the sender export a new PDF or share the original Word document.

A website asks for Java or a blocked plugin

An older line-of-business site will not load because a plugin is missing or blocked.

ModerateAbout 8 minutes3 steps

You might notice

  • Please install Java
  • NPAPI plugin blocked
  • The page is blank after sign-in
  1. 01

    Use the browser IT names for that system

    Legacy apps often work only in Edge IE mode or a published virtual desktop. Chrome will not run old Java plugins.

  2. 02

    Install Java only from the company catalog

    If a managed Java package exists, install that version. Public Java installers are frequently the wrong edition and a security risk.

  3. 03

    Prefer the modern replacement

    Ask whether the same task exists in a current web app. Plugin-based tools are being retired.

The PC showed a blue screen or restarted on its own

Windows crashed, displayed a stop code, or rebooted while you were working.

Call IT if neededAbout 10 minutes4 steps

You might notice

  • Blue screen with a stop code
  • Unexpected restart
  • The machine is looping
  1. 01

    Write down the stop code and time

    Codes such as DRIVER_IRQL_NOT_LESS_OR_EQUAL help IT. Note whether you were docking, updating, or idle.

  2. 02

    Let Windows finish startup repairs if it offers them

    Do not power off during repair. If it boots, save your work to OneDrive immediately.

  3. 03

    Remove new hardware and retry

    Unplug extra docks, displays, and USB devices. A failing accessory can crash the system.

  4. 04

    Stop using the machine if it loops

    Repeated crashes can corrupt a profile. Use another device and call IT.