Support Blog

SYMPTOMS
When you open a Web page, one or more pictures (graphics or images) may not be displayed. Instead, a red X, or a placeholder, may appear in place of the images.
CAUSE
This behavior can occur if one of the following conditions is true:
• The Web page includes an image type that is not supported by Internet Explorer.
• The Show Pictures check box is not selected on the Advanced tab of the Internet Options dialog box, or the Toggle Images.exe Web accessory was used to disable images in Internet Explorer.
• The image is displayed based on a script, ActiveX control, cookie, Java applet, or HTTP referral information, and your computer or network is configured to block one or more of these features. For example, you may have Internet Explorer or Symantec Corporation's Norton Internet Security (NIS) or Norton Personal Firewall (NPF) 2002 configured to block one or more of these features.
• Internet Explorer cannot determine the character set (also called code page or encoding) that is used by the Web page, or a file or registry key required to display the Web page with the appropriate character set may be missing or damaged. By default, Internet Explorer uses the character set that is specified in the HTTP content type that is returned by the server, the character set specified by the meta element in the Web page document, or your Encoding preference if no HTTP content type is returned by the server and no meta element is specified in the Web page document.

RESOLUTION
To troubleshoot this issue, follow these steps. After each step, check to see if the issue is resolved. If the issue still occurs, continue troubleshooting with the next step:
1. Right-click the red X or placeholder for the image, and then click Properties. Verify that the image type is supported by Internet Explorer by examining the Type or Address (URL) values in the Properties dialog box. For example, a Graphics Interchange Format (GIF) file will list GIF Image for Type and the Address (URL) ends with .gif. Internet Explorer displays images with an .art, .wmf, .emf, .png, .mov, .xbm, .avi, .mpg, .gif, .jpg, .mpeg, and .bmp extensions.
2. Start Internet Explorer.
3. If you have the Toggle Images.exe Web accessory installed, click the Toggle Images.exe link on the Links toolbar to turn on images.

Note If the Links toolbar is not visible, right-click a blank area of the toolbar and verify that there is a check next to Links. If the Toggle Images.exe link is not visible on the Links toolbar, click the arrow with two angle brackets on the far right-side of the Links toolbar.
4. Verify that Show Pictures has not been turned off in Internet Explorer:
a. On the Tools menu, click Internet Options.
b. Click the Advanced tab, and then verify that the Show Pictures check box is selected under Multimedia.
c. Click OK.
5. Make sure scripting, ActiveX controls, cookies, and Java applets are enabled in Internet Explorer. To do so, follow these steps:
a. On the Tools menu, click Internet Options.
b. Click the Security tab, and then click Default Level (if it is available) for the zone which contains the Web page (for example, Internet).
c. If you are using Internet Explorer 6, click the Privacy tab, and then click Default (if it is available).
6. If you are using a third-party Internet security, firewall, or cookie blocking program, contact the manufacturer of the program for information about how to enable scripting, ActiveX controls, cookies, Java applets, advertisements, and HTTP referral information. For example, if you have Norton Internet Security (NIS) or Norton Personal Firewall (NPF) installed, see the following Symantec Corporation Web sites for additional information about the various settings in these products that might cause this behavior:
• http://service1.symantec.com/SUPPORT/nip.nsf/33e52197341bf25988256a9b007e63c2/8b2c15e3ae1d62b985256b79007f9839?OpenDocument (http://service1.symantec.com/SUPPORT/nip.nsf/33e52197341bf25988256a9b007e63c2/8b2c15e3ae1d62b985256b79007f9839?OpenDocument)
• http://service1.symantec.com/SUPPORT/nip.nsf/docid/2001021911022836 (http://service1.symantec.com/SUPPORT/nip.nsf/docid/2001021911022836)
• http://service1.symantec.com/SUPPORT/nip.nsf/docid/2000031311301136 (http://service1.symantec.com/SUPPORT/nip.nsf/docid/2000031311301136)
If you access the Internet through a local area network (LAN), contact the administrator of your LAN to verify that scripting, ActiveX controls, cookies, Java applets, advertisements, and HTTP referral information are not blocked by a firewall or other security features on the network.
7. Start Internet Explorer.
8. On the View menu, point to Encoding. If a check does not appear next to Auto-Select, click Auto-Select.
9. On the View menu, point to Encoding, and then click the appropriate language for the Web page that you are trying to view. For example, if the Web page is in English (United States), click Western European (ISO) or Western European (Windows). If the required language is not available on the View menu, follow these steps to add it:
a. On the Tools menu, click Internet Options.
b. Click Languages, and then click Add.
c. Click the appropriate language, and then click OK.
10. If the problem is not resolved, a file or registry key required to display the Web page with the appropriate character set may be missing or damaged. To resolve this problem, restore Windows from a complete system backup or reinstall (or repair) Windows. If you are running Microsoft Windows Millennium Edition or Microsoft Windows XP, you may be able to resolve this issue without restoring or reinstalling Windows by using the System Restore utility to return your computer to a previous working state, For additional information about how to use System Restore in Windows Millennium Edition, click the following article number to view the article in the Microsoft Knowledge Base:
267951 (http://support.microsoft.com/kb/267951/EN-US/) Description of the System Restore Utility in Windows Millennium Edition
For additional information about how to use System Restore in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
306084 (http://support.microsoft.com/kb/306084/EN-US/) HOW TO: Restore the Operating System to a Previous State in Windows XP
Note that in some cases you may also be able to resolve this problem by manually editing the registry. For example, if the28591 String value is missing from the following registry key, a Web page that is encoded for the Western European (ISO) code page might not display any images:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Nls\CodePage
The value for this registry key should be set to the name of the appropriate code page file in your Windows\System or Windows\System32 folder. For the Western European (ISO) code page, this value should be either Cp_28591.nls (Windows 98, Windows Millennium Edition) or C_28591.NLS (Windows NT 4.0, Windows 2000, Windows XP). For additional information about the character sets that are supported by Internet Explorer, visit the following Microsoft Web site:
http://msdn.microsoft.com/library/default.asp?url=/workshop/Author/dhtml/reference/charsets/charset4.asp

Cannot Open a Web Page in Internet Explorer and "Page Cannot Be Displayed" Error Is Displayed
SYMPTOMS
When you attempt to open a Web page by using Internet Explorer, you may receive the following message: The page cannot be displayed
The page you are looking for is currently unavailable. The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings.
CAUSE
This problem may occur because of the existence of a corrupt or damaged Internet Explorer index file.
RESOLUTION
To resolve this problem, delete the Index.dat file in Internet Explorer:
1. In Internet Explorer, on the Tools menu, click Internet Options.
2. On the General tab, under Temporary Internet files, click Delete Files.
3. On the Delete Files dialog box message that is displayed, click OK.
4. Under History, click Clear History.
5. On the Delete all items in your History folder? dialog box, click OK.
6. Quit Internet Explorer.
7. Log on to the computer by using the account of a user who does not experience the problem, and then open a command prompt.
8. Change the directory to the following path: drive:\Documents and Settings\username\Local Settings\Temporary Internet Files\Content.IE5 9. Type del index.dat, and then press ENTER.
10. Exit the command prompt and then restart the computer.
The Index.dat file is re-created the next time that you log on to the computer.
MORE INFORMATION
When this problem occurs, you should be able to confirm a connection to the Internet using by TCP/IP command-line utilities, such as ping and tracert.
You may be able to open the Web page when logged on to the computer as another user.