WWW doesn't work

[Azz]

Hi all,

Once again I am after some advice.....

A customer has called saying they can't access any webpages, but MSN messenger works no problems.

I haven't had a look yet, but has anyone got any suggestions as to why they can't access websites.

Thanks,

Aaron

[seedubya]

Some kind of malware problem I reckon. Possibly a partially corrupt TCP stack. Possibly some corrupt IE files. Check for malware first and remove anything you find. Then run WinsockXP fix. Use Dial-a-Fix to fix IE6, if it's IE7 uninstall it, get IE6 working then re-install.

[Azz]

PC is running Vista I believe.

Does winsock and dial-a-ix support vista yet?

[JRoss]

I don't know about dial-a-fox :D but this has worked for me.

To repair and reset Windows Vista TCP/IP Stack

Click on Start button.
Type Cmd in the Start Search text box.
Press Ctrl-Shift-Enter keyboard shortcut to run Command Prompt as Administrator. Allow elevation request.
Type netsh winsock reset in the Command Prompt shell, and then press the Enter key.
Restart the computer.

[Azz]

Just an update:

Visited customer today, tried everything I could think of and all suggestions and couldn't get IE to access a page. Installed firefox and it worked fine.

What can cause IE to do this?

Thanks for all the replies....

Aaron

[Blues]

There is also the host file which can make it seem like internet is not working. This would only be limited to pages defined in the host file so I would lean toward many of the other suggestions.

[iptech]

Look for multiple adware BHOs. Two or three adware 'toolbars' in IE can really screw-up browsing. Also have a look amongst the delightful ActiveX controls for anything suspicious. If you can browse OK with a locally installed Firefox then it's most not the hosts file as the same hosts file is used by IE and Firefox.

As a tip: if the customer's PC does not have Firefox or other browser installed do not install it alongside IE, instead use a portable copy of Portable Firefox run from a memory stick. As a general rule I try and avoid installing any software on to a PC for the purpose of repair, it takes less time to clear-up once the job is done and your less likely to leave anything behind that the customer can subsequently use to really screw over their machine after you've gone!

[iptech]

I don't know about dial-a-fox :D but this has worked for me.

To repair and reset Windows Vista TCP/IP Stack

Click on Start button.
Type Cmd in the Start Search text box.
Press Ctrl-Shift-Enter keyboard shortcut to run Command Prompt as Administrator. Allow elevation request.
Type netsh winsock reset in the Command Prompt shell, and then press the Enter key.
Restart the computer.
I'd also take the precaution of checking the Hosts file for malicious entries.