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jpossum's Avatar
jpossum jpossum is offline
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18-Jul-2006, 07:47 AM #1
Unhappy no internet connection
Friend trying to get onto broadband yesterday. Modem is connected and working (according to ISP) but web pages wont load.
Spent all day today with ISP trying to get some connection, finally they said the pc must have a trojan. Friends daughter has been to some really awful websites while on dialup, so I could easily believe it.
Today I reformatted computer. Fresh install.
Still having problems connecting. ISP says modem is working fine, speeds are good, but still not able to connect. Is the hard drive damaged in some way. Her pc is only 2 months old
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18-Jul-2006, 08:06 AM #2
How does the modem attach to the PC? USB or ethernet? if ethernet have you ensured when you did the reformat you loaded the ethernet drivers? Also who is the ISP?
jpossum's Avatar
jpossum jpossum is offline
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18-Jul-2006, 08:20 AM #3
she's using usb cable, dlink modem/router 504T, the isp is aapt.
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18-Jul-2006, 08:31 AM #4
Does the PC recognize other USB devices? What does your ipconfig /all on the PC show?
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etaf   (Wayne) etaf is offline
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18-Jul-2006, 08:34 AM #5
can you try the following ipconfig and ping tests

TWO Methods to do that - some people have problems with ONE----

ONE ---------------------------------
start
run
cmd
ipconfig /all

rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

TWO -----------------------------------------------

Start, Run, CMD to open a DOS window and type:

IPCONFIG /ALL >C:\RESULT.TXT

Open C:\RESULT.TXT with Notepad and copy/paste the entire results here.


NEXT lets see if you can get out onto the internet with both names and IP's - its possible the IP number you get back on the first test is different to the one I post {I'm in UK} so use the number you get instead of mine

------------------------------------------------
try ping the name and then the IP see below

start
run
cmd

C:\Documents and Settings\wayne>ping {the default gateway ipaddress you got above }


C:\Documents and Settings\wayne>ping google.com
Quote:

Pinging google.com [64.233.187.99] with 32 bytes of data:

Reply from 64.233.187.99: bytes=32 time=120ms TTL=243
Reply from 64.233.187.99: bytes=32 time=107ms TTL=243
Reply from 64.233.187.99: bytes=32 time=102ms TTL=243
Reply from 64.233.187.99: bytes=32 time=101ms TTL=243

Ping statistics for 64.233.187.99:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 101ms, Maximum = 120ms, Average = 107ms

C:\Documents and Settings\wayne>ping 64.233.187.991
Ping request could not find host 64.233.187.991. Please check the name and try a
gain.
C:\Documents and Settings\wayne>ping 64.233.187.99
Quote:

Pinging 64.233.187.99 with 32 bytes of data:

Reply from 64.233.187.99: bytes=32 time=116ms TTL=243
Reply from 64.233.187.99: bytes=32 time=113ms TTL=243
Reply from 64.233.187.99: bytes=32 time=113ms TTL=243
Reply from 64.233.187.99: bytes=32 time=111ms TTL=243

Ping statistics for 64.233.187.99:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 111ms, Maximum = 116ms, Average = 113ms

C:\Documents and Settings\wayne>
__________________
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18-Jul-2006, 08:46 AM #6
How about the make/model of the modem, and the ISP you're using?
StumpedTechy's Avatar
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18-Jul-2006, 09:40 AM #7
Johnwill see post 3
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Couriant   (James) Couriant is offline Couriant is a Trusted Advisor with special permissions.
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18-Jul-2006, 11:25 AM #8
So you can ping by name and by ip address and still unable to use any web browser? I'm wondering if the router/modem is blocking port 80
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18-Jul-2006, 08:08 PM #9
To confirm - "Today I reformatted computer. Fresh install"
So no chance they were on the Internet and got any spyware?
And you can only ping web sites but not access them with a browser?

Can you do anything else other than browsing that uses the Internet, such as e-mail, downloading anti-virus updates etc.

Is the browser correctly configured. For example, typically it doesn't use a proxy server.
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jpossum jpossum is offline
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19-Jul-2006, 01:43 AM #10
yes, Bob. When they were on dial-up, it is quite possible they did get some sort of virus. We have ipconfiged and pinged (port 80 is not blocked) and everything shows ok. We can even download a file that the isp gave us to download, and the speed is normal. It seems the browsers (both ie and firefox) are corrupted (so say the isp). That is why I reinstalled...thinking that a fresh install would get rid of any virus that may have been there. wrong thinking i assume. Any suggestions? I'm going back to her house shortly.
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jpossum jpossum is offline
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19-Jul-2006, 01:47 AM #11
oh yes, no email, no downloading (thus no antivirus) everything is normal and browsers correct (according to isp) port 80 is not blocked . windows messenger says she is not online and web pages stop loading after a few minutes most of the time. Have only managed to leave the home page a few times.
Could I download an antivirus, put the setup on a cd and run it on her pc? never tried to do that yet?
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etaf   (Wayne) etaf is offline
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19-Jul-2006, 05:25 AM #12
can you do the ipconfig and ping tests

when you reinstalled - did you do a complete format and re-instal

Quote:
Could I download an antivirus, put the setup on a cd and run it on her pc? never tried to do that yet?
you can but often the virus database is out of date.
I know with AVG you used to be able to download the latest virus definitions too, so you could run an uptodate scan off line - I done exactly that last year for a friend.
you may also download and run F-Prot which will work off a floppy http://members.aol.com/don5408/fprot.html i have found this to be a great tool
along with UBCD http://www.ultimatebootcd.com/
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19-Jul-2006, 10:02 AM #13
Quote:
Originally Posted by jpossum
yes, Bob. When they were on dial-up, it is quite possible they did get some sort of virus. We have ipconfiged and pinged (port 80 is not blocked) and everything shows ok. We can even download a file that the isp gave us to download, and the speed is normal. It seems the browsers (both ie and firefox) are corrupted (so say the isp). That is why I reinstalled...thinking that a fresh install would get rid of any virus that may have been there. wrong thinking i assume. Any suggestions? I'm going back to her house shortly.
How would you have gotten a virus immediately after formatting and doing a clean install if you can't download anything from the Internet. Did you load some other software?

To confirm it is not a problem with the router:

1. Turn everything off
2. Disconnect the router from the modem
3. Connect the computer directly to the modem
4. Turn on the modem and wait a minute or so
5. Boot the computer

Then see if you can connect to the Internet.

Last edited by Bob Cerelli; 19-Jul-2006 at 10:30 AM..
jpossum's Avatar
jpossum jpossum is offline
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20-Jul-2006, 08:26 AM #14
Been back on phone with ISP again. Techie told me that just deleting partition that xp was on and reinstalling it, would not necessarily delete any trojans that may be still on the h.d. Is this correct? should I have completely wiped the disc with some kind of hard drive deleting program first before reinstalling xp?
Sorry about not posting ipconfig and ping results. I left them behind at her house.
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etaf   (Wayne) etaf is offline
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20-Jul-2006, 08:29 AM #15
it depends on how reinstalled i guess
did you do a format
when windows installs it gives you an option to format NTFS the partition - did you reformat
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