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Solved: unable to connect to wifi with laptop but other devices remain connected

Discussion in 'Web & Email' started by Bala_08, Nov 26, 2013.

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  1. Bala_08

    Bala_08 Thread Starter

    Joined:
    Nov 26, 2013
    Messages:
    2
    Hello,

    I have a strange problem. My laptop suddenly stopped connecting to the wifi network (comcast) last night. Interestingly my lenovo tablet, mobile phone and another laptop are able to connect to my wifi network without any issues.

    I have also tried the following steps to troubleshoot:
    1. switching off the router for 30 secs
    2. Resetting the router
    4. Restarting the computer
    5. Releasing the ip and disconnecting the computer from the network followed by a reconnect.
    6. Manually attempting to connect to the wifi network

    Note: Interestingly I was able to connect to a neighbor's unsecured wifi network so I am presuming the wireless adapter is working.

    I have run out of ideas on how to trouble shoot this further. could any one kindly help ? I have pasted below the windows Network Diagnostics report

    [Ref: my home network is HOME-8AA2]
    _______________________________________________________________________________________
    Windows Network Diagnostics Publisher details

    Issues found

    The connection between your access point, router, or cable modem and the Internet is broken

    Detected Detected

    Your broadband modem is experiencing connectivity issues Completed

    Issues found Detection details

    6 The connection between your access point, router, or cable modem and the Internet is broken Detected Detected

    The network gateway is accessible, but Windows couldnÂ’t receive network traffic from the Internet.

    Your broadband modem is experiencing connectivity issues Completed Restart your broadband modem: 1. Unplug or turn off the modem. 2. After all the lights on the modem are off, wait at least 10 seconds. 3. Turn the modem on or plug it back into the power outlet. To restart a modem that has a built-in battery, press and quickly release the Reset button. If this doesn't fix the problem, contact your Internet service provider.


    Informational Diagnostics Information (Network Adapter)

    Details about network adapter diagnosis:

    Network adapter Wireless Network Connection driver information:

    Description . . . . . . . . . . : Broadcom 802.11g Network Adapter
    Manufacturer . . . . . . . . . : Broadcom
    Provider . . . . . . . . . . . : Microsoft
    Version . . . . . . . . . . . : 4.176.75.21
    Inf File Name . . . . . . . . . : C:\Windows\INF\netbc664.inf
    Inf File Date . . . . . . . . . : Monday, July 13, 2009 8:37:27 PM
    Section Name . . . . . . . . . : BCM43XG_NT61
    Hardware ID . . . . . . . . . . : pci\ven_14e4&dev_4311
    Instance Status Flags . . . . . : 0x180200a
    Device Manager Status Code . . : 0
    IfType . . . . . . . . . . . . : 71
    Physical Media Type . . . . . . : 9


    Informational Diagnostics Information (Wireless Connectivity)

    Details about wireless connectivity diagnosis:

    Information for connection being diagnosed
    Interface GUID: 4bc8921c-ca25-463b-ad55-a5a5086d08d7
    Interface name: Broadcom 802.11g Network Adapter
    Interface type: Native WiFi

    Connection incident diagnosed
    Auto Configuration ID: 1
    Connection ID: 1

    Connection status summary
    Connection started at: 2013-11-26 10:26:32-240
    Profile match: Success
    Pre-Association: Success
    Association: Success
    Security and Authentication: Success


    List of visible access point(s): 19 item(s) total, 19 item(s) displayed
    BSSID BSS Type PHY Signal(dB) Chnl/freq SSID
    -------------------------------------------------------------------------
    44-32-C8-56-65-84 Infra <unknown> -46 11 HOME-6584
    00-22-75-D9-53-C5 Infra g -55 11 FragileFlame
    44-32-C8-C1-BC-C0 Infra <unknown> -52 11 HOME-BCC0
    8C-04-FF-36-D9-0B Infra <unknown> -58 11 HOME-D90B
    00-1C-7B-CF-9A-AC Infra <unknown> -49 11 Liz-and-Micah
    00-09-5B-CF-03-7C Infra b -63 11 norman
    B8-9B-C9-A0-13-F8 Infra <unknown> -50 1 HOME-13F8
    E8-3E-FC-9A-8A-A0 Infra <unknown> -41 1 HOME-8AA2
    B8-9B-C9-A0-13-F9 Infra <unknown> -50 1 (Unnamed Network)
    B8-9B-C9-A0-13-FA Infra <unknown> -49 1 (Unnamed Network)
    B8-9B-C9-A0-13-FB Infra <unknown> -48 1 (Unnamed Network)
    20-AA-4B-7D-14-BD Infra <unknown> -71 1 Glibbies1
    E2-3E-FC-9A-8A-A0 Infra <unknown> -40 1 (Unnamed Network)
    00-26-F2-91-11-AA Infra <unknown> -71 3 Suzy
    0C-F8-93-58-3F-E0 Infra g -60 6 Banes
    02-F8-93-58-3F-E0 Infra <unknown> -63 6 (Unnamed Network)
    20-4E-7F-21-10-60 Infra <unknown> -56 6 ff-civ
    A0-21-B7-A8-91-5F Infra <unknown> -57 6 LINDSO
    44-94-FC-73-A6-B7 Infra <unknown> -51 6 NETGEAR62



    Connection History Information for Auto Configuration ID 1

    List of visible networks: 15 item(s) total, 15 item(s) displayed
    BSS Type PHY Security Signal(RSSI) Compatible SSID
    ------------------------------------------------------------------------------
    Infra <unknown> Yes 88 Yes HOME-6584
    Infra g Yes 82 Yes FragileFlame
    Infra <unknown> Yes 84 Yes HOME-BCC0
    Infra <unknown> Yes 80 Yes HOME-D90B
    Infra <unknown> Yes 86 Yes Liz-and-Micah
    Infra b Yes 70 Yes norman
    Infra <unknown> Yes 85 Yes HOME-13F8
    Infra <unknown> Yes 92 Yes HOME-8AA2
    Infra <unknown> Yes 92 Yes (Unnamed Network)
    Infra <unknown> Yes 38 Yes Glibbies1
    Infra <unknown> Yes 38 Yes Suzy
    Infra g Yes 76 Yes Banes
    Infra <unknown> Yes 81 Yes ff-civ
    Infra <unknown> Yes 80 Yes LINDSO
    Infra <unknown> Yes 85 Yes NETGEAR62


    List of preferred networks: 2 item(s)
    Profile: HOME-8AA2
    SSID: HOME-8AA2
    SSID length: 9
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: Yes
    Profile: BugsBunny
    SSID: BugsBunny
    SSID length: 9
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
    Reason: 0x00028002

    Information for Connection ID 1
    Connection started at: 2013-11-26 10:26:32-240
    Auto Configuration ID: 1
    Profile: HOME-8AA2
    SSID: HOME-8AA2
    SSID length: 9
    Connection mode: Infra
    Security: Yes
    Pre-Association and Association
    Connectivity settings provided by hardware manufacturer (IHV): No
    Security settings provided by hardware manufacturer (IHV): No
    Profile matches network requirements: Success
    Pre-association status: Success
    Association status: Success
    Last AP: e8-3e-fc-9a-8a-a0
    Security and Authentication
    Configured security type: WPA-PSK
    Configured encryption type: CCMP(AES)
    802.1X protocol: No
    Key exchange initiated: Yes
    Unicast key received: Yes
    Multicast key received: Yes
    Number of security packets received: 3
    Number of security packets sent: 3
    Security attempt status: Success
    Connectivity
    Packet statistics
    Ndis Rx: 290
    Ndis Tx: 951
    Unicast decrypt success: 50
    Multicast decrypt success: 0
    Unicast decrypt failure: 0
    Multicast decrypt failure: 0
    Rx success: 450
    Rx failure: 3622
    Tx success: 182
    Tx failure: 0
    Tx retry: 16
    Tx multiple retry: 14
    Tx max lifetime exceeded: 0
    Tx ACK failure: 38
    Roaming history: 0 item(s)


    Diagnostics Information (Wireless Connectivity)
    Details about wireless connectivity diagnosis:

    For complete information about this session see the wireless connectivity information event.

    Helper Class: Auto Configuration
    Initialize status: Success

    Information for connection being diagnosed
    Interface GUID: 4bc8921c-ca25-463b-ad55-a5a5086d08d7
    Interface name: Broadcom 802.11g Network Adapter
    Interface type: Native WiFi

    Result of diagnosis: There may be problem


    Diagnostics Information (Wireless Network Adapter)
    Details about wireless network adapter diagnosis:

    For complete information about this session see the wireless connectivity information event.

    Helper Class: Native WiFi MSM
    Initialize status: Success

    Information for connection being diagnosed
    Interface GUID: 4bc8921c-ca25-463b-ad55-a5a5086d08d7
    Interface name: Broadcom 802.11g Network Adapter
    Interface type: Native WiFi
    Profile: HOME-8AA2
    SSID: HOME-8AA2
    SSID length: 9
    Connection mode: Infra
    Security: Yes
    Connect even if network is not broadcasting: No

    Result of diagnosis: There may be problem

    Network Diagnostics Log
    File Name: 14DD77DF-E2F9-4A87-9259-27119DEF1D9D.Diagnose.0.etl

    Other Networking Configuration and Logs
    File Name: NetworkConfiguration.cab

    Collection information
    Computer Name: BUGBUGB-PC
    Windows Version: 6.1
    Architecture: amd64
    Time: Tuesday, November 26, 2013 10:32:53 AM
    Publisher details
     
  2. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    64,856
    First Name:
    Wayne
    ------------------------------------------------------------------------

    Remove the wireless security
    Is your wireless security enabled?
    if so - log into the router and remove the wireless security - now see if it will connect.
    if it does - log back into the router and try with the wireless security enabled again

    ------------------------------------------------------------------------
     
  3. Bala_08

    Bala_08 Thread Starter

    Joined:
    Nov 26, 2013
    Messages:
    2
    Thanks for the suggestion. It actually turned out to be related to a Comcast Xfinity provided antivirus service. I had to uninstall the Norton Antivirus and the additional software that comes with it to protect online user ids and passwords. After I uninstalled and reverted back to AVG I reset the router once more and everything was back on track. I also noticed a significant improvement in the performance of my laptop.
     
  4. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    64,856
    First Name:
    Wayne
    excellent

    we often recommend removing security suites like norton, as you will see in the forums
     
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