I went to the Microsoft help support site, the site recommended the "workaround" of removing anti-virus software - Norton AntiVirus 2000, which we did.
She got back on for a day but the fatal exception error returned when she tried to go online the following day.
Her modem is a U.S. Robotics, sorry she did not the model or version. The browser is Internet Explorer.
Would appreciate any assistance.
jimbob9