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Solved: Help! Connected to the Internet But Browser/Mail Don't Work


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jen45's Avatar
jen45 jen45 is offline
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10-Jul-2012, 05:08 PM #1
Solved: Help! Connected to the Internet But Browser/Mail Don't Work
I have a Dell desktop I bought for my kids to use back in 2006. I had hooked it up to the wireless network I set up with my Apple Time Capsule. Something happened--I don't know what--about a year ago that made the internet stop working on the Dell. It says it is hooked up to the network and that there is an internet connection, but the mail program and browsers won't work. They open and say there is a problem. I have tried to troubleshoot on my own but have had no success. Any suggestions? I am stumped.

Thank you for any help you can provide.
TerryNet's Avatar
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10-Jul-2012, 06:50 PM #2
Open a (black) Command Prompt window:
Hold the Windows logo key and press r; in the Run box type cmd and click on OK.

Type the following command:

IPCONFIG /ALL

[Note that there is no space between the slash and ALL.]

Right click in the command window and choose Select All, then hit Enter.
Paste the results in a message here.

If necessary use a text file and removable media to copy the results to a computer with internet access.
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etaf   (Wayne) etaf is offline
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10-Jul-2012, 06:50 PM #3
it could be a firewall blocking

what firewall / security suite is on the PC or has been trial version of norton, mcafee

lets see if it still connected OK
would you do the following


------------------------------------------------------------------------
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}> 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
jen45's Avatar
jen45 jen45 is offline
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11-Jul-2012, 06:12 AM #4
Hi Terrynet,

Thanks so much for your reply.

I left the PC on last night and it was able to update various windows security (windows defender programs) overnight so that makes me think the computer can access the internet.

I followed your directions, and here is what I got:

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\jt>IPCONFIG/ALL

Windows IP Configuration

Host Name . . . . . . . . . . . . : jt-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : hsd1.ma.comcast.net.

Wireless LAN adapter Wireless Network Connection 3:

Connection-specific DNS Suffix . : hsd1.ma.comcast.net.
Description . . . . . . . . . . . : Wireless-N USB Network Adapter #2
Physical Address. . . . . . . . . : 00-1E-E5-27-3C-01
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::393b:3f8f:c2d5:6dc6%15(Preferred)
IPv4 Address. . . . . . . . . . . : 10.0.1.15(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Tuesday, July 10, 2012 5:53:44 PM
Lease Expires . . . . . . . . . . : Wednesday, July 11, 2012 5:53:44 PM
Default Gateway . . . . . . . . . : 10.0.1.1
DHCP Server . . . . . . . . . . . : 10.0.1.1
DHCPv6 IAID . . . . . . . . . . . : 251666149
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0C-BD-1A-3E-00-1D-72-B4-52-1C

DNS Servers . . . . . . . . . . . : 10.0.1.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : NVIDIA nForce 10/100/1000 Mbps Ethernet #
2
Physical Address. . . . . . . . . : 00-1D-72-B4-52-1C
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 6:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : isatap.{7CFD1B9C-FC0D-4F4C-B0FC-03403078F
257}
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 7:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 02-00-54-55-4E-01
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:4137:9e76:3460:608:f5ff:fef0(Prefe
rred)
Link-local IPv6 Address . . . . . : fe80::3460:608:f5ff:fef0%12(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter Local Area Connection* 11:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : hsd1.ma.comcast.net.
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 12:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : 6TO4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

C:\Users\jt>
TerryNet's Avatar
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11-Jul-2012, 01:35 PM #5
Quote:
able to update various windows security (windows defender programs) overnight so that makes me think the computer can access the internet.
Agreed.

So, likely a firewall or security suite is blocking your browser(s), as etaf suggested, or DNS is not working.

Please answer his question about firewall and try the ping google.com.
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11-Jul-2012, 09:07 PM #6
Hi etaf,

Thanks so much for your help. I think I confirmed there is some internet connection, because the computer somehow updated Windows Defender overnight. I had installed Norton Security Suite about 2 years ago, which was free from COMCAST. I believe the browsers and mail stopped functioning after that. I have uninstalled Norton, but am not sure if it is really completely uninstalled.

I just tried the three pings. Below are my results. What do you think?

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\jt>ipconfig /all>network.txt & network.txt

C:\Users\jt>cmd
Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\jt>Ping 10.0.1.15

Pinging 10.0.1.15 with 32 bytes of data:
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128

Ping statistics for 10.0.1.15:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

C:\Users\jt>

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\jt>ipconfig /all>network.txt & network.txt

C:\Users\jt>cmd
Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\jt>Ping 10.0.1.15

Pinging 10.0.1.15 with 32 bytes of data:
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128
Reply from 10.0.1.15: bytes=32 time<1ms TTL=128

Ping statistics for 10.0.1.15:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms


C:\Users\jt>Ping google.com

Pinging google.com [173.194.43.3] with 32 bytes of data:
Reply from 173.194.43.3: bytes=32 time=17ms TTL=54
Reply from 173.194.43.3: bytes=32 time=18ms TTL=54
Reply from 173.194.43.3: bytes=32 time=15ms TTL=54
Reply from 173.194.43.3: bytes=32 time=16ms TTL=54

Ping statistics for 173.194.43.3:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 18ms, Average = 16ms

C:\Users\jt>ping 209.183.226.152

Pinging 209.183.226.152 with 32 bytes of data:
Reply from 209.183.226.152: bytes=32 time=22ms TTL=48
Reply from 209.183.226.152: bytes=32 time=22ms TTL=48
Reply from 209.183.226.152: bytes=32 time=23ms TTL=48
Reply from 209.183.226.152: bytes=32 time=23ms TTL=48

Ping statistics for 209.183.226.152:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 23ms, Average = 22ms

C:\Users\jt>
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jen45 jen45 is offline
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11-Jul-2012, 09:08 PM #7
Thank you so much for your help. Just got home and have tried the pings etaf suggested. Hoping I can get to the bottom of this problem with help

Thanks again!
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etaf   (Wayne) etaf is offline
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12-Jul-2012, 06:13 AM #8
Quote:
I believe the browsers and mail stopped functioning after that. I have uninstalled Norton, but am not sure if it is really completely uninstalled.
use norton removal tool - see below

those pings show a good connection to the internet

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

Norton Removal Tool
I would recommend that you restart the PC and run the removal tool for a second time - I have found instances where the removal tool needs to be run twice to fully remove all traces of norton and symantec from the PC
http://us.norton.com/support/kb/web_...080710133834EN

All Versions - The Norton Removal Tool uninstalls all Norton 2010/2009/2008/2007/2006/2005/2004/2003 products, Norton 360 and Norton SystemWorks 12.0 from your computer.
http://majorgeeks.com/Norton_Removal...NRT_d4749.html

--------------------------------------------------------------
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12-Jul-2012, 08:10 AM #9
It worked! As soon as I used the Norton removal tool for Norton Security Suite with the link you gave, I rebooted, and the internet browser worked!

Thank you so very much! It's an old computer but I am glad to get it back online.
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etaf   (Wayne) etaf is offline
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12-Jul-2012, 08:21 AM #10
thanks for letting us know
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