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Jason Jones
Jason Jones, Network Technician
Category: Networking
Satisfied Customers: 15401
Experience:  Years of experience and education.
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My WiFi connection will not stay connected. I have Windows

Customer Question

My WiFi connection will not stay connected. I have Windows XP Pro SP3
Submitted: 7 years ago.
Category: Networking
Expert:  ITCris replied 7 years ago.
Hello,

What type of router are you using? Also what type of security do you have on the router?
Customer: replied 7 years ago.

I have a 2Wire DSL Modem/Router.

I have a firewall supplied by the manufacturer.

Expert:  ITCris replied 7 years ago.
Did you configure the router with security?
Customer: replied 7 years ago.
The router requires a network key and has been funtioning normally for several years. The software that came with it installed a firewall. Other laptops can connect to it so I think the prolem is with the laptop not the router.
Expert:  ITCris replied 7 years ago.
Ok, I would uninstall the wireless adapter through device manager and then scan for new hardware and let windows reinstall the driver. Your driver might have gotten corrupted.
Customer: replied 7 years ago.

Have already done that several times.

I have also downloaded newer drives from the HP website.

I also connected another wireless router, Linksys and the laptop would not connect to it either.

I also connected the laptop to the linksys router via cable and still could use the internet.

Expert:  ITCris replied 7 years ago.
Ok, I will opt out so that another expert can assist you with your issue.
Expert:  Jason Jones replied 7 years ago.
The very first thing I suggest is to totally uninstall McAfee.
- Click Start button > Run
- Type: Appwiz.cpl
- Click OK
- Locate and select McAfee
- Click the Uninstall/Change button
- Uninstall the software.


Try the Internet again.

Update me with your status. If that does not work, we will certianly continue troubleshooting.

Thank you.
Customer: replied 7 years ago.

McAfee has already been uninstalled.

IPstack has been reset

Winsocket has been repaired

All device drivers have been reloaded

Malware bytes found something called Professional Malware and removed it.

New WiFi router was tried, still can not maintain WiFi connection.

Expert:  Jason Jones replied 7 years ago.
Please, go to one of the computers that CAN get online and perform the following steps:

1) Click Start Button
2) Click Run (if its Windows XP)
3) Type: CMD
4) Click OK
5) In the black window, type: ipconfig
6) Press Enter
7) What is shown for the IP Address, Subnet Mask & Default Gateway?


Please, report back with the answer to my question above.

Thank you.
Customer: replied 7 years ago.

Response is:

Ethernet adapter Wireless Network Connection:

Media State . . . . : Media Disconnected

Expert:  Jason Jones replied 7 years ago.
Sorry, first go to a computer that IS WORKING on the Internet and perform the steps below on THAT computer:

1) Click Start Button
2) Click Run (if its Windows XP)
3) Type: CMD
4) Click OK
5) In the black window, type: ipconfig
6) Press Enter
7) What is shown for the IP Address, Subnet Mask & Default Gateway?


Please, report back with the answer to my question above.

Thank you.
Customer: replied 7 years ago.

IP address = 172.16.1.36

Subnet Mask = 255.255.0.0

Default Gateway = 172.16.0.1

Expert:  Jason Jones replied 7 years ago.
Ok, go to the wireless computer and perform these steps:

- Click the Start button
- Click Run
- Type: ncpa.cpl
- Click OK
- Right click your wireless network adapter and click PROPERTIES
- Click and highlight INTERNET PROTOCOL (TCP/IP)
- Click the Properties button
- Choose the option "Use the following IP address"
- Enter the following information:
IP Address: 172.16.1.50
Subnet Mask: 255.255.0.0
Default Gateway: 172.16.0.1
- Choose the option "Use the following DNS servers"
- For the first DNS server, enter: 172.16.0.1
- For the first DNS server, enter: 4.2.2.3
- Click OK
- Click Ok
- Restart the computer and connect to your wireless signal.

Test Internet.

Thank you.
Customer: replied 7 years ago.
I made the changes you suggested, and I am able to connect to a nearby unsecured WiFi signal which has a very weak signal and I am not able to go to the internet. When I try to connect to my wireless router it will not connect even though I am supplying the correct network key
Expert:  Jason Jones replied 7 years ago.
Perform the steps below on the problem computer:

1) Click Start Button
2) Click Run
3) Type: CMD
4) Click OK
5) In the black window, type: ipconfig
6) Press Enter
7) What is shown for the IP Address, Subnet Mask & Default Gateway?
8) In the black window, type: ping 4.2.2.3
9) What does it say, replies or request timed outs?
10) In the blackbox, type: ping red.com
11) What does it say, replies or request timed outs?
Customer: replied 7 years ago.
Thanks for your suggestions. I have sent the laptop back to the manufacter for them to fix the problem.

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