Solved: Cannot connect to Internet other than in Safe mode

Status
This thread has been Locked and is not open to further replies. Please start a New Thread if you're having a similar issue. View our Welcome Guide to learn how to use this site.

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
My daughters laptop will not connect either wirelessly or via cable apart from in Safe mode with Networking. It has been working fine for over a year and she has not made any radical changes recently and all other devices in our house work and connect fine. I have run various checks including Malwarebytes and their root checker all comes back clean. It is finding the connections fine, just says No Internet access.

It is a HP Pavilion g6 running Windows 7, the ipconfig /all is as follows, any help VERY gratefully received, (do you know what is like having a teenager who cannot talk with her friends via her laptop :) !!

Thanks in advance !!

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

C:\>ipconfig /all

Windows IP Configuration

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

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Atheros AR9285 802.11b/g/n WiFi Adapter
Physical Address. . . . . . . . . : 38-59-F9-60-46-DC
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::1c3f:9243:51de:b751%14(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.11(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 07 February 2013 10:46:37
Lease Expires . . . . . . . . . . : 07 February 2013 11:46:41
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 188242425
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-15-E1-29-48-38-59-F9-60-46-DC

DNS Servers . . . . . . . . . . . : 192.168.1.251
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 44-1E-A1-DC-2D-81
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::14e4:7cdd:d62c:226c%11(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.16(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 07 February 2013 10:46:14
Lease Expires . . . . . . . . . . : 07 February 2013 11:47:48
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 340008609
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-15-E1-29-48-38-59-F9-60-46-DC

DNS Servers . . . . . . . . . . . : 194.168.4.100
194.168.8.100
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.{41201B2A-50CC-4CD5-B079-4237858B7A05}:

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

Tunnel adapter Local Area Connection* 9:

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 Local Area Connection* 11:

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 isatap.{1EFDA9B9-BF71-4E1F-95EB-3F36B23182A5}:

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

Tunnel adapter Reusable ISATAP Interface {F0E25255-9358-4BBA-94C9-95AA2C8713D0}:


Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #3
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{C3920062-9230-4987-AD1B-25874AB337FA}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #4
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
 

etaf

Wayne
Moderator
Joined
Oct 2, 2003
Messages
65,454
i suspect something is blocking access.

On HP PCs they often come with a trial version of Norton , have you fully subscribed to this application at all?

I would remove norton, using their removal tools
--------------------------------------------------------------

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
https://www-secure.symantec.com/nor...t=Norton Core&pvid=f-core-cur&version=current

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_Tool_SymNRT_d4749.html

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

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
thanks for replying so quickly. I use the Virgin Media free AV software, which i believe is Trend Micro.
 

etaf

Wayne
Moderator
Joined
Oct 2, 2003
Messages
65,454
as i say Norton is included with HP pcs and that can cause issues

would you run the tool please
 

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
Got you sorry. Now done that using the Nortons tool, re-booted same problem.
 

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
Got you sorry. Now done that using the Nortons tool, re-booted same problem.
As an update, also totally removed the Virgin protection, and had the same problem. so does not seem to be linked to AV ??
 

etaf

Wayne
Moderator
Joined
Oct 2, 2003
Messages
65,454
the fact it works in safe mode - means theres something blocking access

try a tcp/ip reset

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

TCP/IP stack repair options for use with Vista/Windows 7/Windows 8

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.

Start> Programs> Accessories> and right click on Command Prompt, select "Run as Administrator" to open a command prompt box
(A new dialogue box - black with white font, will appear on the screen ):

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

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

Reset WINSOCK entries to installation defaults: netsh winsock reset catalog and press enter

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

ReStart (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 box
(A new dialogue box - black with white font, will appear on screen ):

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

please post back the results in a reply here - its important we know that these commands have worked correctly and not produced any errors
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

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


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

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Danielle>netsh winsock reset catalog

Sucessfully reset the Winsock Catalog.
You must restart the computer in order to complete the reset.


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


C:\Users\Danielle>netsh int ipv6 reset reset.log
Reseting Interface, OK!
Restart the computer to complete this action.


C:\Users\Danielle>


Still does not seem to do the trick yet !! I am still doing this from Safe mode
 

etaf

Wayne
Moderator
Joined
Oct 2, 2003
Messages
65,454
so now we need to see whats blocking
and a clean boot would be the best way

http://support.microsoft.com/kb/310353

if works - then need to find out which item is causing the issue

also can we see the following

------------------------------------------------------------------------
List of all programs installed on PC

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:


wmic product get name > program_on_pc.txt & program_on_pc.txt


It will export the results into notepad and then automatically open the notepad and display on your screen.

it may take a while to run - so the cursor will flash for a while and then return to the prompt and notepad open

Now all you need to do is copy and paste those results into a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will now be highlighted
Next
From the notepad menu - choose Edit - Copy

Now go back to the forum - goto the reply and then right click in the reply box and paste the results.
The results from the notepad should now appear in the forum reply.
------------------------------------------------------------------------
 

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
Here you go ...........

Name
Microsoft WSE 3.0 Runtime
Facebook Video Calling 1.2.0.287
ABBYY FineReader 9.0 Sprint
Microsoft Application Error Reporting
Microsoft Office OneNote MUI (English) 2010
Microsoft Office InfoPath MUI (English) 2010
Microsoft Office Access MUI (English) 2010
Microsoft Office Shared Setup Metadata MUI (English) 2010
Microsoft Office Excel MUI (English) 2010
Microsoft Office Shared 64-bit Setup Metadata MUI (English) 2010
Microsoft Office Access Setup Metadata MUI (English) 2010
Microsoft Office PowerPoint MUI (English) 2010
Microsoft Office Publisher MUI (English) 2010
Microsoft Office Outlook MUI (English) 2010
Microsoft Office Office 64-bit Components 2010
Microsoft Office Shared 64-bit MUI (English) 2010
Microsoft Office Groove MUI (English) 2010
Microsoft Office Word MUI (English) 2010
Microsoft Office Proofing (English) 2010
Microsoft Office Shared MUI (English) 2010
Microsoft Office Proof (English) 2010
Microsoft Office Proof (Spanish) 2010
Microsoft Office Proof (French) 2010
Microsoft Office Professional Plus 2010
Microsoft Office 2010
Windows Live Essentials
HP Customer Experience Enhancements
Windows Live Writer
QuickTime
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.4148
HP Support Assistant
Windows Live Messenger
Microsoft Office Live Meeting 2007
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Microsoft Visual C++ 2005 Redistributable (x64)
Microsoft SQL Server 2005 Compact Edition [ENU]
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Windows Live Remote Client Resources
Bing Bar
Windows Live SOXE Definitions
HP Power Manager
Skype™ 5.10
Bonjour
HP Client Services
Windows Live Mesh ActiveX Control for Remote Connections
Windows Live Communications Platform
Microsoft Visual C++ 2005 Redistributable
Windows Live Movie Maker
Apple Software Update
Recovery Manager
Windows Live UX Platform Language Pack
Windows Live Photo Gallery
Windows Live Mail
Java(TM) 6 Update 37
Java(TM) 6 Update 24 (64-bit)
MSVCRT_amd64
HP Connection Manager
Cisco PEAP Module
Windows Live Writer
Mesh Runtime
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Adobe Reader X (10.1.5) MUI
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Hewlett-Packard ACLM.NET v1.2.1.1
Cisco LEAP Module
Windows Live Photo Gallery
Windows Live Photo Common
Cisco EAP-FAST Module
Windows Live PIMT Platform
HP Auto
D3DX10
Junk Mail filter update
Windows Live Movie Maker
System Requirements Lab CYRI
Windows Live Remote Service
Windows Live Mesh
HP Setup Manager
YouCam
HP Quick Launch
Virgin Media Security
Energy Star Digital Logo
Microsoft Visual C++ 2005 Redistributable (x64)
Microsoft IntelliPoint 8.2
iCloud
Windows Live Mail
MSVCRT
Windows Live Remote Client
HP On Screen Display
Apple Mobile Device Support
RPS CRT
HP Software Framework
Windows Live Photo Common
Windows Live Language Selector
Apple Application Support
Windows Live ID Sign-in Assistant
TunerFree MCE
Microsoft Visual C++ 2005 Redistributable
Windows Live Messenger
Windows Live Mesh
Evernote v. 4.2.2
HP Documentation
Windows Live Writer
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148

Virgin Media Security
Microsoft Silverlight
iTunes
Microsoft .NET Framework 4 Client Profile
Windows Live MIME IFilter
Windows Live UX Platform
Windows Live Remote Service Resources
Windows Live Writer Resources
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.17
Windows Live Installer
Windows Live SOXE
Java Auto Updater
 

etaf

Wayne
Moderator
Joined
Oct 2, 2003
Messages
65,454
As an update, also totally removed the Virgin protection,
the virgin media security is still listed on the PC

time to try the clean boot
 

rikai

Matt
Joined
Jul 30, 2011
Messages
88
Did the clean boot work? Can you attach a screenshot of programs that run at startup?
 

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
Hi, I re-installed Virgin, once I realised it did not solve the problem. Missed the clean boot bit, let me try that now. thanks.
 

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
Ok, ran through the safe boot thing, stopping half the services then the other half. No change I am afraid, still not connecting :-( !!
 

GH66

Thread Starter
Joined
Feb 7, 2013
Messages
18
By the way I now cannot always connect even in Safe Mode. Very hit and miss, sometimes unplugging cable or turning wireless on or off gets it to work. Bottom line now not working too well in safe mode either.
 
Status
This thread has been Locked and is not open to further replies. Please start a New Thread if you're having a similar issue. View our Welcome Guide to learn how to use this site.

Users Who Are Viewing This Thread (Users: 0, Guests: 1)

As Seen On
As Seen On...

Welcome to Tech Support Guy!

Are you looking for the solution to your computer problem? Join our site today to ask your question. This site is completely free -- paid for by advertisers and donations.

If you're not already familiar with forums, watch our Welcome Guide to get started.

Join over 807,865 other people just like you!

Latest posts

Staff online

Top