Topic: A freeze occurs when attempting to scroll a web page in Internet Explorer 9

Created on:

Last updated on:

Applies to: ScreenReader, SuperNova Magnifier, SuperNova Magnifier & Screen Reader, SuperNova Magnifier & Speech

NB: Please note that product names in this article may have changed since the time of writing.

Description

When attempting to scroll a web page in Internet Explorer 9, by using the mouse wheel, or by dragging the scroll bars, the computer appears to freeze or hang.

Solution

This problem is caused by an incompatibility between Internet Explorer 9, and version 11 or earlier Dolphin products. Only version 12.04 and later Dolphin products offer support for Internet Explorer 9.

There are a number of options available to you if you are experiencing this problem.

If you wish to use Internet Explorer 9, then you will need to remove any version 11 or earlier Dolphin products from the system.

NB: The term "Dolphin products" only refer to Supernova/Hal/Lunar/LunarPlus in this article.

To Remove Previous Versions of Dolphin Products

1. Press the WINDOWS KEY. The "Start" menu opens. The cursor is positioned in the search box.
2. Type "Uninstall" (without the quotes) "Uninstall a Program" will be displayed in the search results.
3. Use the UP and DOWN ARROW keys to select "Uninstall a Program" from the search results and press ENTER. The "Programs and Features" window opens.
5. Use the UP and DOWN ARROW keys to select "Dolphin Supernova/Lunar/LunarPlus/Hal 11.x".
NBL: You will need to repeat these steps if you have more than one version 11 or earlier Dolphin product installed.
6. Press TAB to move to the "Organize" button.
7. Press the RIGHT ARROW to move to the "Uninstall" button and press SPACEBAR
8. Follow the prompts to remove the legacy Dolphin software from the PC. Restart the machine when complete.

If you are not in a position to upgrade to a version 12 or later Dolphin product, you will need to remove Internet Explorer 9 from the computer, and this will be replaced by Internet Explorer 8.

To Remove Windows Internet Explorer 9

1. Press the WINDOWS KEY. The "Start" menu opens. The cursor is positioned in the search box.
2. Type "Uninstall" (without the quotes) "Uninstall a Program" will be displayed in the search results.
3. Use the UP and DOWN ARROW keys to select "Uninstall a Program" from the search results and press ENTER. The "Programs and Features" window opens.
4. Press TAB to move to the "View installed updates" link and press ENTER. Windows will start listing installed updates - this may take up to a minute.
5. Use the UP and DOWN ARROW keys to select "Windows Internet Explorer 9".
6. Press TAB to move to the "Organize" button.
7. Press the RIGHT ARROW to move to the "Uninstall" button and press SPACEBAR
8. Follow the prompts to remove Internet Explorer 9.

Disclaimer

The information provided in this knowledge base article has been reviewed and is believed to be accurate and is provided "as is" without any warranties expressed or implied. In no event shall Dolphin Computer Access Ltd. nor its affiliates assume any responsibility for inaccuracies, errors, incidental or consequential damages resulting from any defect or omission in this document, even if advised of the possibility of such damages.

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