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One computer will not connect to Internet


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TheJon87's Avatar
TheJon87 TheJon87 is offline
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16-Jul-2012, 06:34 AM #1
One computer will not connect to Internet
Hi All,

Having a rather painful problem and after spending 7 hours trying to resolve it myself I figured I'd better ask the experts.

I noticed yesterday that my Wired connection had stopped working. I ran the Windows Network Diagnostic tool which advises that my Router is not connected to the Internet. I am currently using a laptop running through the same Router and not having a problem with this, although the connection is wireless.
After a 45 min phonecall with my ISP who very slowly took me through everything I had already tried, they advised me my Network Adapter was at fault and to contact my computer manufacturer. This would all be fine and dandy if I had not connected the same PC via wireless and had the same problem. The wired connection works fine when plugged into the laptop so I'm stumped as to what it could be.

Please help! My girlfriend is watching chatshows and I have no escape!
Thanks.
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TheJon87 TheJon87 is offline
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16-Jul-2012, 07:33 AM #2
Might I also add that the Network is showing my PC as connected to the Router, but saying that I have no internet access, as if my Router should be disconnected from the internet altogether. I'm boggled.
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 08:45 AM #3
so the PC will not connect in wireless or by cable to the internet - but is connected to the router

what firewall/security suite do you now or ever had in the past on the PC - trial version of norton, mcafee etc

lets look at cable connection first
with a cable connection to the router post back an ipconfig /all and the following three ping tests
------------------------------------------------------------------------
ipconfig /all
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post results here

We would like to see the results from ipconfig /all post back the results in a reply here

Hold the Windows key and press R, then type CMD then press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):

In the command prompt window that opens, type the following command:

Note that there is a space before the /ALL, but there is NOT a space after the / in the following command.

ipconfig /all > network.txt & network.txt

It will export the results to notepad and then automatically open notepad.

Now all you need to do is copy and paste those results to a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will be highlighted
Next
From the notepad menu - choose Edit - Copy
Now go back to the forum - reply and then right click in the reply box and paste
------------------------------------------------------------------------

------------------------------------------------------------------------
Ping Tests
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post results here
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.

Start> Run {search bar in Vista/W7}> type CMD to open a DOS window and type:

Type the following command
Ping {plus the number thats shown against the default gateway shown in above ipconfig /all}
Post back the results
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping google.com
Post back the results
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping 209.183.226.152
post back results
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste
Quote:
For your information only
these tests will check various stages of the connection, the first ping test, ping default gateway checks to see if you still have a connection to the router the next two
Ping google.com & Ping 209.183.226.152 tests the connection to internet , one by name and one by number which checks that the dns is working

------------------------------------------------------------------------
__________________
Wayne
Please let us know what the final solution was to any problem posted
TheJon87's Avatar
TheJon87 TheJon87 is offline
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16-Jul-2012, 09:02 AM #4
Okay my Security Suite is McAffee Internet Security, Never ran any trial versions or anything. Also the problem occurred within an hour, I had perfect connection and returned after cooking dinner and was stumped.
Here are the results as requested:

ipconfig all

Windows IP Configuration
Host Name . . . . . . . . . . . . : P-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller
Physical Address. . . . . . . . . : 00-22-68-82-FF-B0
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::1094:ef4e:551a:78c%10(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.3(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 16 July 2012 13:43:15
Lease Expires . . . . . . . . . . : 16 July 2012 14:43:14
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 285221480
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-12-B3-02-8B-00-22-68-82-FF-B0
DNS Servers . . . . . . . . . . . : 194.168.4.100
194.168.8.100
NetBIOS over Tcpip. . . . . . . . : Enabled
Tunnel adapter Teredo Tunneling Pseudo-Interface:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter 6TO4 Adapter:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{06367955-55EE-480C-A938-870617E89671}:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #8
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

3 Ping Tests

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\~P~>ping 192.168.0.1
Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64
Ping statistics for 192.168.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
>
>
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\windows\system32>ping google.com
Ping request could not find host google.com. Please check the name and try again
.
>
>
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\windows\system32>ping 209.183.226.152
Pinging 209.183.226.152 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 209.183.226.152:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Thanks for the reply.
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 09:27 AM #5
what windows verison are you on - Windows7, Vista, XP

something is blocking access as you have a good router connection
it maybe mcafee - see below

try this
------------------------------------------------------------------------
Safemode with networking
with a cable connected from PC to router
check the cable - see if there is a light on the router associated with the cable port used , also check if you have a green/yellow light on the PC LAN port
- try safemode with networking
as the PC starts keep tapping F8 - a menu appears - choose
safemode with networking - see if that works
------------------------------------------------------------------------

are you subscribed to mcafee and receiving updates ?
if so i would make a note of you subscription information and any keys and then remove
if not subscribed and not having any updates - then its not protecting you - so remove anyway

--------------------------------------------------------------

Mcafee RemovalTool
http://service.mcafee.com/FAQDocument.aspx?id=TS101331

http://majorgeeks.com/McAfee_Consume...ool_d5420.html

--------------------------------------------------------------
--------------------------------------------------------------
i'm not an expert here - but if you look through the security forum, you will see a lot of recommendations for windows 7

The windows 7 firewall is considered adequate and especially you are connected behind a router.
Have a read in our "general security" forum and look for the advice from our security gurus, they are identified with a gold shield next to their name

Several excellent free antivirus programs are available.

Microsoft Security Essentials (MSE)
http://www.microsoft.com/en-gb/secur...s/default.aspx

Avast
http://www.avast.com/free-antivirus-download

AntiVir
http://majorgeeks.com/Avira_AntiVir_...irus_d955.html

Two other programs to also have on the PC

Malwarebytes
http://www.malwarebytes.org/mbam.php
superantispyware
http://www.superantispyware.com/download.html


--------------------------------------------------------------
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TheJon87 TheJon87 is offline
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16-Jul-2012, 09:34 AM #6
I am on Windows 7, I have tried Safemode with Networking and still the same problem. I have a green light on the router port but yellow on the PC port - is this bad? :s I switched the firewall off to try and connect but this also did not work. I can remove and reinstall it if required.
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 09:49 AM #7
Quote:
I can remove and reinstall it if required.
i would try that - fixes lots of blocking issues - but has to be removed
on the PC port - usually have a yellow one side and green the otherside, one usually flashes when data transmitting


Quote:
on some PCs like a dell one light will mean
• Green — A good connection exists between a 10-Mbps network and the computer.
• Orange — A good connection exists between a 100-Mbps network and the computer.
• Yellow — A good connection exists between a 1-Gbps (or 1000-Mbps) network and the computer.
• Off — The computer is not detecting a physical connection to the network.
the other light showing activity - often yellow
also try a tcp/ip stack repair

------------------------------------------------------------------------

TCP/IP stack repair options for use with Vista/Windows 7

Start, Programs\Accessories and right click on Command Prompt, select "Run as Administrator" to open a command prompt.

Note: Type only the text in bold for the following commands.

Reset WINSOCK entries to installation defaults: netsh winsock reset catalog

Reset IPv4 TCP/IP stack to installation defaults. netsh int ipv4 reset reset.log
and press enter

Reset IPv6 TCP/IP stack to installation defaults. netsh int ipv6 reset reset.log
and press enter

Reboot the machine.

If you receive the message
The requested operation requires elevation.
Then please open the command prompt as administrator - as requested above
Start, Programs\Accessories and right click on Command Prompt, select "Run as Administrator" to open a command prompt.

Please note and post back - if you receive the message
Access is Denied

Post back the results here - we need to know these commands worked correctly
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Details also here
http://support.microsoft.com/kb/299357


------------------------------------------------------------------------

Last edited by etaf; 16-Jul-2012 at 09:55 AM..
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TheJon87 TheJon87 is offline
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16-Jul-2012, 10:30 AM #8
I haven't removed the Antivirus as yet but have completed the above and still without connection, here are the results:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\windows\system32>netsh winsock reset catalog
Sucessfully reset the Winsock Catalog.
You must restart the computer in order to complete the reset.

C:\windows\system32>netsh int ipv4 reset reset.log
Reseting Global, OK!
Reseting Interface, OK!
Restart the computer to complete this action.

C:\windows\system32>netsh int ipv6 reset reset.log
Reseting Interface, OK!
Restart the computer to complete this action.
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 10:33 AM #9
mcafee has got to go next
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TheJon87 TheJon87 is offline
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16-Jul-2012, 10:41 AM #10
Just removed it, still nothing. This is mind boggling :s
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 10:44 AM #11
did you run the removal tool twice ?

try a system restore to before the problem started

------------------------------------------------------------------------

Restore PC to an Earlier Date & Time

Go Start>>All Programs>>Accessories>>System Tools>>System Restore
  • Click in the radio button Choose a different restore point
  • Click Next
  • put a tick in Show more restore points
  • Pick a Date before this happened
  • Click Next
This should restore the PC to that time & date


windows 7
http://www.sevenforums.com/tutorials...m-restore.html

------------------------------------------------------------------------
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TheJon87 TheJon87 is offline
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16-Jul-2012, 11:24 AM #12
Yes, ran the tool twice and have just completed a system restore.
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 11:29 AM #13
same for both wireless and cable on this PC -but all other PCs can connect and work on the router with no problem

correct
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TheJon87 TheJon87 is offline
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16-Jul-2012, 11:38 AM #14
Correct.
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etaf   (Wayne) etaf is offline
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16-Jul-2012, 11:52 AM #15
trying to find a common cause

it maybe worth uninstalling one of the network adapters and then restarting windows and allow windows to install drivers and tcp/ip binding again

can you provide the status for all the services

------------------------------------------------------------------------
Services

We would like to see some status information for each of the services listed below to do this goto

Start> {Run in XP} {Search box in Vista/W7}> CMD to open a DOS window and type:
SERVICES.MSC
OR
Control Panel>
Administrative Tools>
Services>

then for each of the servies listed below - Please post back the following status information -
If the service is Started/Stopped
and
If the service is Automatic/Manual
  • COM+ Event System (for WZC issues)
  • Computer Browser
  • DHCP Client
  • DNS Client
  • Network Connections
  • Network Location Awareness
  • Remote Procedure Call (RPC)
  • Server
  • TCP/IP Netbios helper
  • Wireless Zero Configuration (XP wireless configurations only)
  • WLAN AutoConfig (Windows 7 & Vista wireless configurations only)
  • Workstation


If a service is not running,
right click on the service
then click on properties and now check the dependencies.

Check each of the dependencies and see which one is preventing the service from running.
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