At a loss regarding why a computer cannot do anything practical with the internet

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Mr Davo

Thread Starter
Joined
Mar 15, 2009
Messages
350
Hi Everyone,

A colleague of mine, in a remote office, reported that she was unable to connect to the internet to browse, download emails, etc...

After going through the 'regular' fault finding efforts; power cycling the computer, and router (Netgear FVS338), running a number of commands (through the command prompt) such as ipconfig /flushdns, and physically moving the computer to a different office (in the same building) there was no improvement in connectivity.

*** She is the only person in the remote office experiencing connectivity issues, and there are about ten other staff members without any issues ***

Later my colleague decided to take the computer to a local computer store. At the computer store she was informed that there is nothing wrong with the networking on it, and so she took it back to her office...where the computer still failed to connect (after being plugged back in).

Long story short we then performed further investigations, and after coming up dry we made the decision to freight the computer back to head office (where I work) so that I could look into the issue further.

When the computer arrived at my office I plugged it in and it worked straight away, absolutely no networking issues. To keep things interesting I uninstalled the Ethernet driver, and re-installed with a driver (newest) straight from the networking chipsets manufacturer (Broadcom). After re-installing the Broadcom driver I once more had connectivity to the internet.

Both the computer store, and myself, in two geographically distinct locations had no issues with the networking on this troublesome computer...and so I sent it back to the remote office.

NOW THAT THE COMPUTER IS BACK AT THE REMOTE OFFICE ONCE MORE IT CANNOT CONNECT TO THE INTERNET!!! However there seems to be a slight improvement, in so far as the networking diagram below now shows a solid line between 'Network 4' and 'Internet', whereas before there was no line.



All this being said the computer is still incapable on doing anything practical with the internet, web pages will not load, emails will not download, etc.

I am thinking that there may be 'something going on' at the MAC address level. Maybe the router is 'confused'...any suggestions are welcome, and any help will be greatly appreciated.

Kind Regards,

Davo
 

Mr Davo

Thread Starter
Joined
Mar 15, 2009
Messages
350
Here are some screen shots of the computer / router - the I.P. & MAC addresses match up fine!



 

etaf

Wayne
Moderator
Joined
Oct 2, 2003
Messages
65,454
i'm not an expert in business setups - but it appears she has an IP address and also that you do have internet connection

what firewall is on the machine ?
maybe thats blocking the IP range on that office
what IPrange do you use ?

you could try doing some ping tests to see if its connected

------------------------------------------------------------------------
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 the results in a reply 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.

If you do not have another PC - do you have a phone connected to the internet - can you photograph the result and post the image in a reply

For Windows 8
To open a Cmd Prompt or an Administrator Cmd prompt from the Desktop. Use Win + X and choose Command Prompt or Command Prompt (Admin) from the list.​

For windows version, XP, Vista, W7
Hold the Windows key and press R

Now 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
Ping 192.168.172.254
Post back the results in a reply here
right click in the command prompt 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 in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping 98.139.183.24
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste
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. google is to test by name and the ping test using a number is checking that a connection exists without DNS.
these tests then confirm if there is a dns issue on the connection.



if you see on the results a
"general Failure"
PING: transmit failed. General failure.
This sometimes means a firewall issue
What firewall / security suite or anti-virus do you currently have on the PC - or you have ever had on the PC in the past - any trial ware - like Norton, kaspersky or Mcafee or any free security suites like zonealarm, AVG , Webroot etc


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

TheShooter93

Cody
Malware Specialist
Joined
Jul 9, 2008
Messages
11,250
Mr Davo said:
I am thinking that there may be 'something going on' at the MAC address level. Maybe the router is 'confused'...any suggestions are welcome, and any help will be greatly appreciated.
I would talk with the network administrator of the company.

If that's you - do you have port-security enabled on any of (what I am assuming you have) your managed switches? This would result in a behavior similar to what you are seeing.
 
Joined
Feb 15, 2015
Messages
49
I'd suspect some type of port security as well. Try plugging the PC into the network at a location where a known working PC is in the same building. If you get to the internet there, then there is some vlan or port security issue with the port you are connecting to and not getting out.
 
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