Connected to the Router but can't get on the Web

[sharpwitz]

I have had 2 clients in 1 week with this problem. Basically, they can connect to their routers but they can't seem to get onto the web. TCP/IP settings is set to obtain IP and DNS automatically. Both wireless and ethernet will connect to the router but still can't seem to browse with IE, chrome, or Firefox once connected (connected as Windows Zero Config states). Attempted system restore prior to the day their problem started, but system restore failed for both computers. Prior to the problem, they had connection to the Internet.

I can log onto their Internet just fine with my computer via wireless and ethernet onto their routers. I've updated their network drivers and wireless adapter.

I assume something is corrupted. I read somewhere about a winsocket reset? Or possibly an install/uninstall of another program which may have affected network settings. I am no network specialist and networking is definitely not my forte. I would really like to find out how I can remedy this problem as I expect it to show up often. I look forward to hear what Techs out there usually try in this situation. Thank you.

 

[Contra]

try this


winsockxpfix...

if it is XP

http://uploading.com/files/BA9UAVVE/winsockxpfix.exe.html

 

[cramped]

I have this problem before with a customer and ended up being adaware. Uninstalled that and problem solved.

 

[anonymous Mac Tech]

If both computers are running the same antivirus/firewall, that would be a clue. In these cases disabling is usually useless. Just download the appropriate uninstaller and both machines should be all set.

 

[sharpwitz]

also

I forgot to mention that I disabled all firewalls and disabled the anti-virus software. Maybe I need to un-install the antivirus program?

Strangely, I can log onto the net if i load up in safe mode with networking.

 

[JRDtechnet]

I forgot to mention that I disabled all firewalls and disabled the anti-virus software. Maybe I need to un-install the antivirus program?

Strangely, I can log onto the net if i load up in safe mode with networking.

huh, well first answer Pyramid's question regarding the pings (when in normal mode). Also in a cmd window do 'ipconfig /all' and copy and paste the results here.

 

[1aComputerServices]

Are these computers running Windows Vista?

 

[Larry Sabo]

I have had a number of modems go bad after an electrical storm and cause these symptoms. They are pingable by the ISP but not from the system. Disconnect the router and try a direct connection through the modem. Don't forget to run the networking setup wizard for DSL with userid and pw required, if applicable. Try a direct connection with another system in the house, or your own laptop, if you carry one. I'm going to start carrying around a spare known-good modem with me on calls, and use that to confirm my diagnosis. Had to go home and get one to verify that it was indeed the modem two days ago (it was). Fortunately, it was a 10 minute drive and I just included the time in my charges. Also check for bum proxy and DNS settings.

 

[ITG Tech]

I have found that with network troubleshooting sometimes it can be the simplest thing preventing a connection. As with PyramidTechnolgies, you need to know and understand the basics of how a network works. You need to apply some basic troubleshooting incorporating this information. I use a divide and conquer method when I get into a network problem like this. Find out what works and what does not work, then proceed towards a solution. If you can eliminate what works then you can proceed until you find the area that is causing the problem. PING is a very useful tool, but it is only one of the many tools that you should be comfortable using in your troubleshooting kit. Knowing the OSI Models and how layers are interrelated is very helpful if you really want to have a good understanding of how a computer communicates with another device. Many people just know the monkey see-monkey do method of troubleshooting and never really get an understanding of the technology. Request that you follow what JDRtechnet said and do an ipconfig /all and do a cut-n-past so that you can get more help.

 

[stevenamills]

A little off topic, I guess, but with NO answers from the OP we're just whizzing in the wind.....

 

[anonymous Mac Tech]

Well said..... especially the part about "Many people just know the monkey see-monkey do method of troubleshooting and never really get an understanding of the technology." because it's clear from some of the posted replies on this thread, and on a larger scale this board, that seems to be what many techs do.

I'm very familiar with the OSI model. It was pounded into my head all through college. One of my associates degrees was in computer networking. Not to mention for a few years I worked for an ISP doing tech support for internet connectivity issues all day every day. Its not so much that many techs here need a lesson in the layers of the OSI (although I'm surprised how many threads are started with techs not having a clue where to start troubleshooting internet connectivity). Its just like Stevenamills said in regards to there is no course of action until the OP gives feedback. Many are just throwing out ideas and speculating.

 

[bagellad]

What kind of error are you getting? You need to be more specific.. like is it not seeing the router? Do you see the lights on the router? have you tested the connections? Does it get stuck at acquring ip? What antivirus/firewall do they have? What kind of router is it? Do they have stuff stakced on the router causing it to over heat?

 

[sharpwitz]

ipconfig /all results

Client is running XP Home
Route is fine
I can get on the Internet with my computer through ethernet but with the same cable, client cannot get on the Net eventhough his status is connected

I've heard of viruses breaking the winsock or LSP

ipconfig /all results attached

I did the ipconfig wirelessly while client's computer is on ethernet
my computer name : Laptop

 

[sharpwitz]

ipconfig /all

Client is running XP Home
Route is fine
I can get on the Internet with my computer through ethernet but with the same cable, client cannot get on the Net eventhough his status is connected

I've heard of viruses breaking the winsock or LSP

ipconfig /all results attached

I did the ipconfig wirelessly while client's computer is on ethernet
my computer name : Laptop