Solved: Cannot Bring Up Web Pages

[mtg360]

I am running an HP Pavillion TS 11 Notebook PC with Windows 8.1 with AMD A6-1450. I am connected through my WIFI internet, but cannot bring up any web pages. My ISP tried everything, but my other computers in the house all have no problem. I was in the process of downloading a new version of Norton. It said it removed the old version but could not connect to download the new version. I closed the Windows Firewall.

 

[TerryNet]

Uninstall Norton and run Symantec's Norton Removal Tool.

 

[mtg360]

I downloaded it on to a memory stick on my PC and then transferred it to my laptop, where i ran the removal tool. When it was done, I restarted the laptop. I am still unable to bring up web pages or check my mail.

 

[TerryNet]

Are you able to successfully connect by ethernet?

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.]

[Press ENTER after each command.]

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.

 

[mtg360]

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\Lester>IPCONFIG/ALL

Windows IP Configuration

Host Name . . . . . . . . . . . . : LesterLaptop
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Wireless LAN adapter Local Area Connection* 13:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter #2

Physical Address. . . . . . . . . : BC-85-56-DE-C6-92
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wi-Fi:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : Home
Description . . . . . . . . . . . : Realtek RTL8188EE 802.11bgn Wi-Fi Adapter

Physical Address. . . . . . . . . : BC-85-56-DE-C6-92
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Ethernet adapter Ethernet:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 2C-44-FD-B6-39-6B
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

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

 

[TerryNet]

Were you trying to connect by ethernet? If so, the cable is not being recognized at all.

Were you trying to connect by wireless? What exactly happens when you try to connect by wireless?

 

[mtg360]

I am trying to connect by wireless. I get a message that says "internet explorer cannot display the web page."

 

[mtg360]

I should also add that when I worked on this problem with the ISP, we tried to connect via the ethernet cable that connects to the PC I am sending you this message from, and it did not connect via the laptop.

 

[TerryNet]

Exactly what happens when trying to connect by ethernet? Please show an ipconfig /all for that situation.

 

[mtg360]

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Lester>IPCONFIG/ALL
Windows IP Configuration
Host Name . . . . . . . . . . . . : LesterLaptop
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : home
Wireless LAN adapter Local Area Connection* 13:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter #2
Physical Address. . . . . . . . . : BC-85-56-DE-C6-92
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Wireless LAN adapter Wi-Fi:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : Home
Description . . . . . . . . . . . : Realtek RTL8188EE 802.11bgn Wi-Fi Adapter
Physical Address. . . . . . . . . : BC-85-56-DE-C6-92
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Ethernet adapter Ethernet:
Connection-specific DNS Suffix . : home
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 2C-44-FD-B6-39-6B
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::3110:f867:7863:a7f%12(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.1.5(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Tuesday, February 10, 2015 2:15:21 PM
Lease Expires . . . . . . . . . . : Wednesday, February 11, 2015 2:15:21 PM
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DHCPv6 IAID . . . . . . . . . . . : 258751461
Tuesday, February 10, 2015
2:28 PM
Quick Notes Page 1
DHCPv6 IAID . . . . . . . . . . . : 258751461
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-19-83-88-05-2C-44-FD-B6-39-6B
DNS Servers . . . . . . . . . . . : 192.168.1.1
NetBIOS over Tcpip. . . . . . . . : Enabled
Tunnel adapter isatap.home:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : home
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter Teredo Tunneling Pseudo-Interface:
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
IPv6 Address. . . . . . . . . . . : 2001:0:5ef5:79fb:c03:2358:93d1:e162(Prefe
rred)
Link-local IPv6 Address . . . . . : fe80::c03:2358:93d1:e162%16(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled
C:\Users\Lester>
Quick Notes Page 2

 

[TerryNet]

Progress--you're connected to the router.

Try these tests (in a Command Prompt window same as the ipconfig /all):

ping 192.168.1.5

ping 192.168.1.1

ping 8.8.4.4

ping yahoo.com

 

[mtg360]

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Lester>ping 192.168.1.5
Pinging 192.168.1.5 with 32 bytes of data:
Reply from 192.168.1.5: bytes=32 time<1ms TTL=128
Reply from 192.168.1.5: bytes=32 time<1ms TTL=128
Reply from 192.168.1.5: bytes=32 time<1ms TTL=128
Reply from 192.168.1.5: bytes=32 time<1ms TTL=128
Ping statistics for 192.168.1.5:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
C:\Users\Lester>ping.192.168.1.1
'ping.192.168.1.1' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Lester>ping 8.8.4.4
Pinging 8.8.4.4 with 32 bytes of data:
Reply from 192.168.1.5: Destination host unreachable.
Reply from 192.168.1.5: Destination host unreachable.
Reply from 192.168.1.5: Destination host unreachable.
Reply from 192.168.1.5: Destination host unreachable.
Ping statistics for 8.8.4.4:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
C:\Users\Lester>ping yahoo.com
Ping request could not find host yahoo.com. Please check the name and try again.

 

[TerryNet]

Run the Removal Tool again. Sometimes it takes two (or even three) tries.

Would be good to know if the router (192.168.1.1) can be pinged. If it can, try accessing its configuration pages.

 

[Norton_Support]

Hello,

Sorry for the trouble. I am Vineeth and I am from the Norton Support team. Did this problem star when you uninstalled the old Norton product? Can you try booting to Safe Mode with Networking and see if you can connect to the Internet?

Thanks!

Vineeth
Norton Support

 

[mtg360]

Vineeth, I restarted in Safemode with Networking. When I tried to bring up Explorer, the message I got is "You're Not Connected to a Network." Thank you.

TerryNet: I ran the removal tool twice more, and I am still getting the message that IE cannot display the web page.

Would be good to know if the router (192.168.1.1) can be pinged. If it can, try accessing its configuration pages.

I don't know how to do this. Can you please walk me step by step?