Internet Explorer has stopped working

Document ID: 45162
Modified: 04/02/2020


A combination of different security programs used together might cause internet explorer to stop working.

Due to a bug in Internet Explorer 11, Internet explorer 11 stopped working when creating multiple payments, when one of the payments had a structured communication. This issue only occurs when you are using Internet Explorer 11 or Windows 8.1.


You are using Windows 8.1 and Internet Explorer 11
  1. Download the Windows update (KB2909921) from
  2. Once downloaded open the file to continue with the installation process. If the update is already installed on your computer you will be notified when trying to install the update.
  3. Restart your computer.
  4. Install the latest Isabel Security Components (which are compatible with Windows 8.1)
IE11 still crashes and you have already updated?

Then turn off hardware acceleration:

Hardware acceleration uses your PC's GPU to speed up graphics-heavy tasks like video streaming or online gaming. Turning this off might help solve display problems.

  1. Open Internet Explorer en click on the gear icon (or the menu Tools in Internet Explorer).
  2. At the right top > Internet Options > Advanced tab > activate the option Use software rendering instead of GPU rendering (located in the category Accelerated graphics).
  3. Restart Internet Explorer.

If the issue still persists, your Isabel card reader may be broken. Please try with another Isabel card reader and order a new one if needed.

How to verify your version of Internet Explorer

  • Which browser version are you using?
  • Or open Internet Explorer and click on the gear icon at the top right (if you do not see this icon, you are not using Internet Explorer 11) > About Internet Explorer.

How to verify your version of Windows

  1. Which Windows version are you using? (Or Press . In the Run prompt, type winver and press Enter. A new window will open with your Windows version in it. Under the Windows logo Version 6.x will be written. Windows 8.1 is version 6.3, (Windows 8.0 is version 6.2).
  2. Windows 32 or 64-bit? this Microsoft page automatically detects and shows your current bit version. (Or Press . In the Run prompt, type Control System and look for System Type).
Internet Explorer has stopped working