Safari won't finish loading AT&T Yahoo email page

Question

My 76 year-old computer-illiterate mother has a Mac laptop that I bought her for Christmas 2007 (in other words, a bit more than a year ago). She's been using SAFARI as her browser and the AT&T Yahoo webpage to access her (AT&T) email account since that time, and has never had a problem until recently.
Now she's unable to send or forward emails (however, she can still receive emails). Previously, when she clicked on the "New" button on the AT&T Yahoo mail page to create a new email, a blank email form would appear that she could then address, fill in the subject line, etc. (this isn't AT&T Yahoo's "Mail Classic" version, by the way, but their 'All-new mail' version). But now when she clicks on the "New" button, nothing happens -- instead, the "status" line at the right side of the webpage continually states "Loading..." and never finishes, and thus the blank email form never appears on her screen.
Is there a fix for this? Recommendations? Unfortunately, she's a long ways away from here, so I'm debugging this problem "long distance" via the telephone, which can be challenging (she is VERY computer illiterate, and to compound the problem, I don't have a Mac, so I can't even walk her through the steps of finding out, for example, what OS version she has).
Thanks!

Answer 1

While she is in Safari, have her go to the upper left corner of her screen and click on the "Safari" menu item. She can then click on "Reset Safari..." and in the window that opens, have her click "OK". All open Safari windows will be closed, her cache will be cleared, and various other things will get reset. She won't lose her bookmarks.
Also, have her check on the "Safari" menu to make certain that "Block Pop-up Windows" isn't checked off. That may not be the issue, but if it's trying to open a pop-up window for the new email, that will prevent it.
Good luck,
--Matthew