The Problem

Some computers have a problem when using the Internet Data Room (IDR) to view documents that use the "DjVu" format. In some cases, a computer that worked once before suddenly begins "crash" whenever a "DjVu-type" document is asked to load.

The IDR requires the installation of the DjVu plugin in order to render DjVu files. The combination of Windows, Internet Explorer and the DjVu plugin does not, by itself, cause a problem. However, the DjVu plugin sometimes behaves inappropriately when installed alongside some other software - especially certain anti-virus products like Norton System Security.

Try Firefox

One quick solution is to try using an entirely different web browser. If this is an option for you, EnergyNet highly recommends you try using the Mozilla Firefox web browser instead of Internet Explorer. Firefox is free to download, install and use. You can find Firefox at Mozilla.com. You will also need to install the full Windows DjVu plugin if you choose to try Firefox. Download the full DjVu plugin for Windows at www.celartem.com.

Norton Internet Security

As mentioned earlier, Norton Internet Security has been known to cause unexpected and "out of the blue, this used to work" problems with the DjVu plugin. Specifically, the "Norton Confidential Browser Helper Object," (NppBho.dll) which runs inside Internet Explorer, has been known to cause Internet Explorer to crash the moment it tries to load a DjVu file.

If you use Norton Internet Security, try the following:

• Open Internet Explorer. Click "Tools," then "Manage Add-ons."
• Find the Norton Confidential Browser Object and select it.
• Click the "Disable" button at the bottom-right of the box.
• Click "Ok," then restart all copies of Internet Explorer you have open.

Other potential pitfalls

Here is a list of Internet Explorer browser "toolbars" that are also known to cause unexpected crashes when used in conjunction with the DjVu plugin. If you are using any of these toolbars, consider disabling them while you are seeking a solution:

• RoboForm Toolbar
• Cooxie Toolbar
• Diodia Download Toolbar 2.4.01
• AskJeeves Toolbar 4.0.1.1
• CitiBank’s Virtual Card Number Generator
• Mojicon Dispenser 1.05
• Logos Toolbar
• Windows Live Toolbar Helper
• Lexmark Toolbar Browser Helper

Still stuck?

If none of these suggestions resolve your issue and you are interested in pursuing other ideas, please send a support request to energy@energynet.com. When you write, please be sure to include the following information:

• What version of Windows do you use? (Windows XP, Windows Vista, Windows 7, or something different?)
• What software is installed on this PC to prevent viruses, spyware and other malware?

Thank you for your time, and for your interest in EnergyNet!