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Cody
Cody, Senior Systems Administrator
Category: Computer Hardware
Satisfied Customers: 1303
Experience:  Systems Administrator
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Geoff here,AM HAVING TROUBLE CONNECTING TO THE INTERNET.

Customer Question

Hello Geoff here,
AM HAVING TROUBLE CONNECTING TO THE INTERNET. SHOWING THE CONNECTION AND EXCELLENT SIGNAL STRENGTH BUT AFTER TRYING SAYS 'FAILED TO CONNECT'
APPRECIATE YOU HELP THANKS
Submitted: 6 months ago.
Category: Computer Hardware
Expert:  michelleclive replied 6 months ago.
Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.I am sorry to know that you are facing problem with your computer. How are you connected to us now are you using your phone or you are connected on the problem computer?
Customer: replied 6 months ago.
COMPUTER AND INTERNET IS WORKING FINE. THE TV CAM USED FOR SKYPE CANNOT CONNECT FOR SOME REASON.
Expert:  michelleclive replied 6 months ago.
So you are facing a problem with you TV cam and not a computer connectivity is that correct.
Customer: replied 6 months ago.
THE TV CAM BRINGS SKYPE CONNECTION TO MY TELEVISION . IT SHOWS THE CONNECTION TO THE COMPUTER ROUTER AND THAT STRENGTH IS EXCELLENT- BUT THEN STILL FAILS TO CONNECT.
Expert:  michelleclive replied 6 months ago.
Step1. unplug the router power and let it sit for 2 mins power it back on and wait another 2 mins to let the router boot up.step2. Unplug the Tv power and wait for 3 mins and then power it on.Try connecting skype and let me know how it goes.
Customer: replied 6 months ago.
Thank you Michelle - will report back when this is done.
Expert:  michelleclive replied 6 months ago.
sure thanks.
Customer: replied 6 months ago.
Has still failed to connect. It recognises the connection - then says testing connection - but fails to connect.
Expert:  michelleclive replied 6 months ago.
can you run a command line on the computer that will give a clear picture where the fault is.let me know when you are ready.
Customer: replied 6 months ago.
what is a command line?
Expert:  michelleclive replied 6 months ago.
are you on a computer chatting with me?
Customer: replied 6 months ago.
yes - the computer and internet work well. there is no problem there.
Expert:  michelleclive replied 6 months ago.
its has windows 10 or 7
Customer: replied 6 months ago.
windows 7
Expert:  michelleclive replied 6 months ago.
click on start select search type in cmd and hit enter.
Expert:  michelleclive replied 6 months ago.
you will get a black box windows type in ping www.google.com -t hit enter
Customer: replied 6 months ago.
says please check name and try again
Expert:  michelleclive replied 6 months ago.
are you on the command prompt?
Customer: replied 6 months ago.
yes - will keep trying must be doing something wrong
Customer: replied 6 months ago.
have some info now - when i left off the -t after com.
Customer: replied 6 months ago.
a list of numbers then 20041 with 32 bytes of data
Customer: replied 6 months ago.
ARE YOU STILL THERE MICHELLE?
Customer: replied 6 months ago.
do you want the ping statistics?
Expert:  michelleclive replied 6 months ago.
sorry for the delay i had internet outage.
Expert:  michelleclive replied 6 months ago.
yes let me know the statistics.
Customer: replied 6 months ago.
2404;6800 4006;860;20041 with 32 bytes of datapackets sent =4 Received =4 Lost =0 time 41 ms
Customer: replied 6 months ago.
C:\Users\Geoff>ping www.google.comPinging www.google.com [2404:6800:4006:806::2004] with 32 bytes of data:
Reply from 2404:6800:4006:806::2004: time=41ms
Reply from 2404:6800:4006:806::2004: time=41ms
Reply from 2404:6800:4006:806::2004: time=41ms
Reply from 2404:6800:4006:806::2004: time=41msPing statistics for 2404:6800:4006:806::2004:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 41ms, Maximum = 41ms, Average = 41ms
Customer: replied 6 months ago.
How likely are we to have an answer here Michelle? Please let me know if it is worth continuing here. Thanks Geoff
Expert:  michelleclive replied 6 months ago.
I am sorry Geoff, there has been a problem with my internet on and off i will open the question to other experts who can take over from here.
Expert:  Jason Jones replied 6 months ago.
Hello,I am the person that will be helping you today.How is the TV connected to the network? (With a network cable or wirelessly)I will be standing by, looking forward to your response.Thank you,Jason
Customer: replied 6 months ago.
Hello Jason,
The TV connection for Skype is a WI Fi connection - which has been working fine for many months. Recently we have had repeted drop-out's. Now it won't connect at all. However it is recognising the modem and showing signal strength as excellent. I am wondering if the fault could be in the camera/ micrphone [ Logi-tech]. I am happy to try getting the right cable connection and to see if that helps before we go any further??? Thanks Jason
Expert:  Jason Jones replied 6 months ago.
Are you able to access the Internet through any other applications on the TV or is Skype the only application faulting?
Customer: replied 6 months ago.
We are only connecting to the TV with Skype. I can connect to the modum with a laptop though.
Expert:  Cody replied 6 months ago.
Can we do a remote session on your laptop so we can access your router?
Expert:  Cody replied 6 months ago.
Checking in to see if you still need help with this issue, if so please reply at your convenience.
Customer: replied 6 months ago.
FOUND THE PROBLEM WAS THAT SKYPE ARE NOT CONTINUING TO SUPPORT TV CAMS FROM JUNE AND ACCORDING TO ONE OF THEIR CONSULTANTS TODAY THAT WILL BE WHY MY CAMERA IS NO LONGER LOGGING IN. THANKS ANYWAY CODY.