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TechGrant
TechGrant, System Administrator
Category: Networking
Satisfied Customers: 318
Experience:  I am a network engineer for a small firm and work with multiple small business firms for all there server/administration needs.
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My desktop computer is not connecting to the internet, but

Customer Question

My desktop computer is not connecting to the internet, but the two other laptops can connect just fine. Every time I try to connect on the desktop it keeps saying acquiring network address. When I open a browser it says server not found. And in the local area connection status the address type says invalid IP address. It says 0.0.0.0 for both IP address and subnet mask.
How can I get the internet to connect to the desktop computer?
Submitted: 2 years ago.
Category: Networking
Expert:  TechGrant replied 2 years ago.

TechGrant :

Hello welcome to JA. Is your DESKTOp connected to the router by a wired conection or is your desktop using a wireless connection

Customer :

It's connected by wire

Customer :

I'm using the laptop right now

TechGrant :

Ok good, can you do something for me can you look at your router and where your desktop is connected to one of the ports of the router it should be associated with a number can you tell me which number its plugged into?

TechGrant :

Also what is your router model number?

Customer :

It's connected to 2 on the linksys router

Customer :

model # is WRT54GS

TechGrant :

Now you desktop is on correct?

Customer :

yes

TechGrant :

look in front of the router for PORT 2 what color is the light?

Customer :

green

TechGrant :

ok, lets unplug it from port 2 for about 15 seconds then plug it into port 3 or another open port then lets see if it picks up a IP address on the computer

Customer :

ok hold on

TechGrant :

watch the lights as well if possible

Customer :

its green on 3

Customer :

but there's still no ip address

TechGrant :

ok what operating system is the desktop computer on

Customer :

do you mean dell or windows xp

TechGrant :

windows xp/windows 7 / windowx vista

Customer :

oh its windows xp

TechGrant :

ok, will you do this for me

TechGrant :

on the desktop computer please hit START then hit RUN type CMD then hit enter

Customer :

ok its open

TechGrant :

a black box will appear then type in ipconfig /release

Customer :

it says IP address for adapter Local Area Connection 2 has already been released

TechGrant :

ok

TechGrant :

now type ipconfig /renew

Customer :

An error occurred while renewing interface Local Area Connection 2: The RPC server is unavailable

TechGrant :

ok

TechGrant :

PLease click start then click CONTROL PANEL then click on NETWORK CONNECTIONS

Customer :

ok

TechGrant :

Right click on LOCAL AREA CONNECTION 2 then hit REPAIR

Customer :

it says it could not finish because renewing the ip address could not be completed

TechGrant :

ok, did you happen to have any spyware on the computer lately?

Customer :

yes i have avast

TechGrant :

lets check a service for the DHCP

TechGrant :

click start then click run tehn type services.msc then hit enter

Customer :

ok

TechGrant :

double clik on DHCP Client Service

TechGrant :

Is that startup on automatic?

Customer :

it just says dhcp client should I click that one?

TechGrant :

yes

Customer :

it says automatic

TechGrant :

is it started?

Customer :

it says service status stopped. should i press start?

TechGrant :

yes start the service

Customer :

could not start, error 1075: the dependency service does not exist or has been marked for deletion

TechGrant :

well thats not good

TechGrant :

one sec

Customer :

ok

TechGrant :

can you click on the dependices tab up top

TechGrant :

on that serive you are in

Customer :

the tcp/ip protocol driver?

TechGrant :

what dependicies does it have in there

Customer :

i clicked it and below it says ipsec driver

TechGrant :

ok that is the only two it has?

Customer :

yes

TechGrant :

ok one sec let me look at another XP machine it might need the netios driver give me about 3 minutes

Customer :

ok thanks

TechGrant :

yes it is missing two services let me switch computers ill oin the chat back in one second

Customer :

ok

TechGrant :

Ok im here

TechGrant :

let me see something im going to try to see if you can get around by not doing a repair on the windows machine

Customer :

oh ok

TechGrant :

ok lets see if we can get this going

TechGrant :

lets do this hit start>run then type regedit then hit enter

TechGrant :

lets navaigate to this: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Dhcp

Customer :

ok hold on

TechGrant :

let me know when you are there

Customer :

ok im there

TechGrant :

Right-click the DependOnService entry, and then click Modify

Customer :

ok

TechGrant :

now what does it say in the VALUE box

TechGrant :

does it have 3 items?

Customer :

Tcpip, Afd, NetBt

Customer :

yes

TechGrant :

ok one second

TechGrant :

Everything im seeing is doing a repair install to fix teh service errors give me a little more time im trying to find a way to get around that

Customer :

ok

TechGrant :

tell you what lets try this, since it is corrupted anyways it wont hurt

TechGrant :

Right-click the DependOnService entry, and then click Delete

Customer :

ok

TechGrant :

once that is deleted

TechGrant :

lets reboot the computer

TechGrant :

make sure you restart it and not log off

Customer :

oh ok

TechGrant :

start>shutdown>select restart

Customer :

ok its done

TechGrant :

is the computer already booted back up?

Customer :

yes

TechGrant :

that was fast

Customer :

it finished restarting

TechGrant :

you selected RESTART correct

Customer :

yea

TechGrant :

just making sure

TechGrant :

ok

TechGrant :

log back in if it hasnt already

Customer :

ok

TechGrant :

then try the internet

Customer :

oh now the local area connection 2 status says limited or no connectivity instead of aquiring network address

TechGrant :

lets goto control panel then network connections

TechGrant :

right click on it and hit repair

Customer :

it can't repair because renewing the ip address couldn't be completeted

TechGrant :

ok

TechGrant :

hit start then run type regedit hit eter

TechGrant :

enter

TechGrant :

it should go back to the spot we were at earlier

Customer :

ok

Customer :

yea its at the same spot

TechGrant :

do you see DependOnService entry?

Customer :

no

TechGrant :

Ok lets create one again now we need to do this CASE SENSITIVE ok

Customer :

ok

TechGrant :

I need you to right click in the open white space and hit NEW then select Multi-String Value then give it the name of DependOnService

TechGrant :

Just how it looks like there

Customer :

ok

TechGrant :

Ok now we got the name there double click on it please

Customer :

ok

TechGrant :

for the first line type Tcpip then hit enter then type Afd then hit enter then type NetBT then hit ok

TechGrant :

Afd

TechGrant :

Tcip

TechGrant :

NetBT

TechGrant :

should look like that in the value box

Customer :

ok

TechGrant :

Once that is done confirm that the spelling is coorect close out the registry then reboot the computer again

TechGrant :

start>turn off compute>restart

Customer :

ok

TechGrant :

now lets log in and see what it does for the IP

Customer :

it says acquiring network address

Customer :

0.0.0.0 for ip address and subnet mask

TechGrant :

ok lets go back to servies real fast. start>run>services.msc

TechGrant :

click on DHCP Client then start it and see if it errors out

Customer :

no the error is still there

TechGrant :

ok

TechGrant :

click on control panel then network connections RIGHT CLICK on LAN2 then click on properties

Customer :

the local area connection properties?

TechGrant :

in the middle you can scroll down do you see Internet Protocol TCP/IP

TechGrant :

yes

Customer :

yea

TechGrant :

should be local area 2 correct

TechGrant :

ok is that checked?

Customer :

yes

Customer :

yes its local area 2

TechGrant :

highligh that and hit properties

Customer :

ok

TechGrant :

can you do me a favor

TechGrant :

on your laptop that you are on now

Customer :

yes

TechGrant :

what operating system is it on

Customer :

windows 7

Customer :

the other one is windows xp

TechGrant :

ok what i want to do is get ip information on the one you are on now the laptop

TechGrant :

click start then in the search box type COMMAND then select COMMAND PROMPT up top

TechGrant :

the black box will appear then just type ipconfig

TechGrant :

I need to know what your IP address is and the Gateway

TechGrant :

might be something like 192.168.1.101 gateway of 192.168.1.1

Customer :

hold on

Customer :

is it the IPv4 address

Customer :

ipv4 is 192.168.67.27

Customer :

default gatewa is 192.168.67.1

TechGrant :

yes

TechGrant :

will you do this in the black box

TechGrant :

ping 192.168.67.35

TechGrant :

on your windos 7 laptop

Customer :

its not reachable

TechGrant :

ok

TechGrant :

now on your DESKTOP

TechGrant :

do you still have the properties up

Customer :

yes

TechGrant :

for TCP/IP

TechGrant :

click USE THE FOLLOWING

TechGrant :

ip address

TechGrant :

for the ip adress lets put in 192.168.67.35

TechGrant :

for the subnet put in 255.255.255.0

TechGrant :

for the gateway put in 192.168.67.1

TechGrant :

Then slect use the following DNS

TechGrant :

prefered DNS put in 192.168.67.1

TechGrant :

leave the second one blank then hit ok

TechGrant :

then ok again

Customer :

ok done

TechGrant :

now does it say its connected

Customer :

should I close it now? the properties?

TechGrant :

yes hit ok again

TechGrant :

if you can

Customer :

its still acquiring network address

Customer :

i called someone once about this

Customer :

and he said something is blocking the internet

TechGrant :

well whats going on is the servies are corrupted that pertain to your TCP/IP and netbios

TechGrant :

lets verify it has the ip

TechGrant :

start>run>cmd enter

TechGrant :

then type ipconfig

TechGrant :

does it show 192.168.67.35

Customer :

no there are only 0's

TechGrant :

lets go back to network connections please

TechGrant :

right click LOCAL AREA CONNECTION 2

TechGrant :

then hit properties

TechGrant :

scroll down to INTERNET PROTOCOL (TCP/IP) then hit properties

TechGrant :

the numbers you just put in are the in there?

Customer :

what I entered is still there

Customer :

before it said i should restart

TechGrant :

lets reboot then

Customer :

ok

TechGrant :

While its rebooting

TechGrant :

I want you to download this file and transfer it to the DESKTOP by a usb stick or something

TechGrant :

so download on your laptop then run it on this desktop computer

TechGrant :

http://go.microsoft.com/?linkid=9662461 this is a fix link that might fix the problem

Customer :

and i move this to the usb?

Customer :

oh after the restart it says its connected

TechGrant :

ok lets try the internet

Customer :

but i still can't open anything on my browser

Customer :

should i run the fix it program now?

TechGrant :

yes

TechGrant :

run it on the desktop

TechGrant :

is your desktop a dell by chance?

Customer :

ok it says to restart

Customer :

yes

TechGrant :

ok lets reboot the computer

TechGrant :

when it comes back online lets try the internet

Customer :

ok thanks

Customer :

i still can't open anything on my browser

TechGrant :

ok lets go back to network connections

TechGrant :

right click local area connection 2

TechGrant :

then hit properties

TechGrant :

then goto TCP/IP then hit properties

TechGrant :

and hit OBTIAN on both section then hit OK and OK again

Customer :

it says to restart

TechGrant :

ok lets restart one more time

TechGrant :

now if this doesnt work, there is corruputed .sys files that contain to the services that is missing

Customer :

right after i clicked restart the icon went back to limited or no connection

TechGrant :

the computer back up? it show limited connection?

Customer :

oh now it says acquiring net work address

Customer :

it says invalid ip address

TechGrant :

it probably will go back to 0's

Customer :

and there are zeros

Customer :

yea

Customer :

what should i do now...

TechGrant :

well, it needs a repair install done. but we can try one more thing before we do that if the SFC scan doesnt work then we need to do a repiar install on the machine

TechGrant :

let me get you steps on the SFC scan

TechGrant :

ok

TechGrant :

do you have your windows XP disk that came with your dell computer

TechGrant :

might be green colored

Customer :

me

Customer :

hold on let be look for it

TechGrant :

might not need it right now but we can start the proccess

TechGrant :

hit start>run> type SFC.EXE /SCANNOW

TechGrant :

hit enter

TechGrant :

it might ask for the disk

Customer :

i have a purple disk. its a reinstallation cd. microsoft windows xp home edition

TechGrant :

ok

TechGrant :

the pro version is green, sorry. run the command above and if it ask for the disk put that disk in

Customer :

it says windows cannot find sfc.exe/scannow

TechGrant :

put a space in between .exe /

TechGrant :

sfc.exe <space> /scannow

Customer :

ok its running

TechGrant :

now this will scan and might take some time

TechGrant :

and hopefully find the corrupt .sys files that is causing your problem and restore them

TechGrant :

if that doesnt work your next step is a repair install

Customer :

oh it asks for the cd

TechGrant :

ok

TechGrant :

put it in please

Customer :

it says its the wrong cd

TechGrant :

well thats not good

TechGrant :

it probably said that because of a SP upgrade

TechGrant :

Ok, then since that scan wont work

TechGrant :

I am going to give you a link it will guide you through the REPAIR install. It does say make sure you backups of any important files just in case. This honestly is an only option if the repair doesnt work a full FORMAT and reinstall of windows and reinstall of drivers would need to be done

TechGrant :

http://pcsupport.about.com/od/operatingsystems/ss/instxprepair1.htm this is link for the repair on your desktop

TechGrant :

Im sorry we couldnt get around it but this is the only options you have left.

TechGrant :

Now there is a DIFFERENCE between a REPAIR and REINSTALL, so make sure a repair is done. I reinstall will format and wipe everything

Customer :

ok so i just have to go through the guide

TechGrant :

yes please do

Customer :

will you stay on the chat just in case i have some problems?

TechGrant :

I will be around make sure you bookmark this page by hitting ctrl+d I will leave the chat but if you have a question just say something like im here and it will TXT my phone and ill re enter the chat

TechGrant :

Also, you dont get charged nor I get paid unless you hit ACCEPT on this question so if you wondered about that. Thanks

Customer :

oh ok. so should i make backup files

TechGrant :

well, depends whats important. Like if you have some pictures or documents thats on that computer that you dont want to loose I would back them up to something

Customer :

like storing them in a usb drive?

TechGrant :

yes

Customer :

ok

TechGrant :

just copy them over to the drive make a folder on the drive called backup and drag them over

Customer :

thank you for the help so far

TechGrant :

your welcome, sometimes these problems are very problematic

Customer :

im just curious about how this happened

Customer :

because it was working just fine before

Customer :

it happened right after some furniture was moved around, but i checked all the wires and it was fine

TechGrant :

yeah, well did you install anything like a antiviurs program lately?

Customer :

avast was installed a few days or weeks before the desktop stopped working

TechGrant :

we can try a system restore

TechGrant :

lets do that you dont need to back up anything

TechGrant :

I think that could have cause the problem

TechGrant :

lets turn off the DESKTOP computer

Customer :

ok im turning it off

TechGrant :

when it is turned of we will turn it back on but while its turning on please keep tapping the F8 ket then it will ask to go into SAFE MODE we want to select the first SAFE MODE

Customer :

ok

Customer :

just safe mode?

Customer :

or with networking

Customer :

or with command prompt

TechGrant :

just safe mode

Customer :

ok

TechGrant :

log in under your name it will ASK youa question

TechGrant :

we want to hit NO

TechGrant :

then system restore will come up

TechGrant :

let me know when u are there

Customer :

ok

Customer :

how early should i make it

TechGrant :

ok

TechGrant :

well you want to make it like the day before the install

TechGrant :

if you click on a date it shows what was installed

Customer :

i clicked avast's properties and it says i created it on sept

Customer :

and the restore points go back to oct.

TechGrant :

hmm

TechGrant :

how long has this been not working?

Customer :

umm somewhere in november or december i don't remember

Customer :

ive been trying to get help else where during that time

TechGrant :

lets try last day in october if we can

TechGrant :

it wont hurt to try

Customer :

ok

TechGrant :

the computer will reboot to windows normal mode and a box will appear if it was successfull or not

Customer :

it says restoration incomplete..

Customer :

i think this happened before the first time i tried to fix it

TechGrant :

well if you a a solid date we can try again to another date if that fails we need to do the REPAIR install

Customer :

ok ill try another date in oct

TechGrant :

might even try early november

TechGrant :

if another october doesnt work try early november or so if that doesnt work then teh repair needs to be done

Customer :

ok

TechGrant :

Make a reply if you need me, I will be back

Customer :

would uninstalling avast do anything?

TechGrant :

dont think it will fix the system files. But lets do this. Try one more restore in october if it fails try a novemember if it fails or works but the problem still exists uninstall avast then reboot the computer and if it still doesnt work then we will need to do a repair

TechGrant :

Any of the system restores work?

TechGrant :

Just go through all the process below and if you need something reply here. If things are working please hit ACCEPT on this answer, positive feedback and bonuses are greatly appreciated. Thanks!

Customer :

none of the restores worked, i uninstalled avast and the internet is still the same....

Customer :

im going to do the repair then

Customer :

i was up to step 8 when it had to restart

Customer :

after i restarted, it says setup has already attempted to upgrade

Customer :

setup will try to complete the upgrade again

Customer :

should i retry upgrading to windows xp

Customer :

or continue installing a fresh copy of windows xp without repairing?

Customer :

im not sure what the upgrade part means so ill install

Customer :

im on step 9 now, but something popped up

Customer :

it says files needed. the file asms on windows xp home edition service pack 2 cd is needed

Customer :

i click ok but it doesn't work

Customer :

do they mean the cd that is already in??

Customer :

but when i press ok nothing happens

TechGrant :

hello, sorry for the deley response, for some reason your chat came in without it being ONLINE.

TechGrant :

Ok, you made a backup of your filescorrect?

TechGrant :

Whats going on is that your computer had upgraded to SP2 and your disk is a SP1 disk, in this case I think if you have backed up your files is do a full reinstall. http://pcsupport.about.com/od/operatingsystems/ss/instxpclean1.htm you can follow that on how to do it it is basically the same thing you aer doing but doing the install part of it. Now when the computer is up you should have had another CD come with your DELL computer that has drivers on it once you are in your computer please load the DRIVERS CD if you cant find it we can download them from DELL and I can help you with that. Again im sorry for the deleyad response not sure why your chat came as OFFLINE so I never got notified. Thanks

Customer :

yes i made a backup

Customer :

now when I open the computer, the screen that pops up is the installation page.

Customer :

so i should load the drivers cd during this part?

Customer :

i put the drivers cd and it's doing an express test

Customer :

service tag FFG4KD1

Customer :

it said all tests passed

Customer :

when i was up to the installation part, and the insert a cd part popped up, i pressed ok

Customer :

and still nothing happened

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