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Solved: Cannot connect to Internet other than in Safe mode

Discussion in 'Networking' started by GH66, Feb 7, 2013.

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  1. GH66

    GH66 Thread Starter

    Joined:
    Feb 7, 2013
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    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
     
  2. etaf

    etaf Moderator

    Joined:
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    Messages:
    65,252
    First Name:
    Wayne
    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

    --------------------------------------------------------------
     
  3. GH66

    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.
     
  4. etaf

    etaf Moderator

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    First Name:
    Wayne
    as i say Norton is included with HP pcs and that can cause issues

    would you run the tool please
     
  5. GH66

    GH66 Thread Starter

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    Got you sorry. Now done that using the Nortons tool, re-booted same problem.
     
  6. GH66

    GH66 Thread Starter

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    Messages:
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    As an update, also totally removed the Virgin protection, and had the same problem. so does not seem to be linked to AV ??
     
  7. etaf

    etaf Moderator

    Joined:
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    First Name:
    Wayne
    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


    ------------------------------------------------------------------------
     
  8. GH66

    GH66 Thread Starter

    Joined:
    Feb 7, 2013
    Messages:
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    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
     
  9. etaf

    etaf Moderator

    Joined:
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    First Name:
    Wayne
    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.
    ------------------------------------------------------------------------
     
  10. GH66

    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
     
  11. etaf

    etaf Moderator

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    First Name:
    Wayne
    the virgin media security is still listed on the PC

    time to try the clean boot
     
  12. rikai

    rikai

    Joined:
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    First Name:
    Matt
    Did the clean boot work? Can you attach a screenshot of programs that run at startup?
     
  13. GH66

    GH66 Thread Starter

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    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.
     
  14. GH66

    GH66 Thread Starter

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    Ok, ran through the safe boot thing, stopping half the services then the other half. No change I am afraid, still not connecting :-( !!
     
  15. GH66

    GH66 Thread Starter

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    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.
     
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