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Marco
Marco, IT Consultant
Category: Networking
Satisfied Customers: 688
Experience:  10+ years of experience as an IT Consultant.
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My server DLink DIR 601 says that I am connected. My Matricom

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My server DLink DIR 601 says that I am connected. My Matricom Prizm says that there is no internet connection. The restore does nothing. The computer uses VISTA Home Premium
What do I do ?

Marco :

Hi there,

Marco :

My name is XXXXX XXXXX I'll be assisting you with this issue

Marco :

are you using a network cable or wireless to connect the Matricon to the router?

Customer:

wireless

Marco :

does it show that it is connected to the wireless?

Customer:

Dlink says that I am connected Matricom says "No internet connection"

Marco :

ok the matricon

Marco :

can you open the command prompt

Marco :

a black window will come up

Marco :

and type:
ipconfig /all

Customer:

Fully chareged windo is followed by a black window

Customer:

Where do I type ipconfig/all

Marco :

in the black window

Marco :

just type:

ipconfig /all

Marco :

there is a space between the g and the /

Customer:

How do I do that ?

Marco :

do you see the black window

Customer:

yes

Marco :

ok

Marco :

click on it and then use the keyboard

Marco :

and type

Marco :

ipconfig /all

Customer:

The Gtab Matricom screen flashed on for a moment. The returned to Black.

Customer:

Earlier (before I called you) The screen usually offered a box of numbers and the no internet connection at the bottom

Marco :

i see

Marco :

that's what i was after

Marco :

the ip addresses

Customer:

AS far as I know the IP is 192.168.0.1

Marco :

i think that's the ip address of the router

Marco :

have you tried removing the wireless connection

Marco :

and then searching for your wireless and adding it back in

Customer:

The tablet was connected before. There are no connections to the tablet now

Marco :

Ok so it can't detect the router?

Marco :

or the wireless network?

Marco :

try moving closer to the router and then restarting the tablet

Customer:

D-link has three wires coming out

Marco :

do you see one for the power a black cable?

Customer:

A white cable to the internet A blue cable from the internet port and a black cable from the 5V 1A port

Marco :

ok

Marco :

unplug the black cable which will turn off the router

Marco :

and we will lose connection

Marco :

wait for about 30 seconds then plug it back in


 

Customer:

Much earlier,(before calling you) I tried to unconnect both sets of cables, waited, then replugged and got no improvement

Marco :

what are you using right now to chat with me?

Marco :

are you still there?

Customer:

Should I connect the ttablet to the computer with the USB cable and then type in ipconfig /all ?

Marco :

no it's fine

Marco :

based on what you described it is not picking up the wireless network

Marco :

did you restart the router already?

Marco :

are you still there?

Customer:

We have now been disconnected for over 30 minutes. Most of what you suggested I have already don. You did not tell me how to insert the ipconfig /all.

Marco :

you cannot on the tablet

Marco :

you will need to install an app to check your ip address

Marco :

we need to figure out why the tablet is not picking up the wireless signal


 

Marco :

so a few basic tests:

Marco :

is the wireless turned on

Marco :

on the tablet

Customer:

It is now 1:07 AM. Pls let me know at whet time we can reconnect to resolve the problem. I do not know how to "install an app" Nor do I know how to type a response to the tablet, ie what you told me to enter (ipconfig /all)

Marco :

ok when you're available just leave me a message here

Marco :

and I will reconnect

Customer:

It is now Monday afternoon. I will be available for most of today.

Customer:

Earlier I got a message that said that data was loading. It is now 2:45 and I still have not heard from you. Please let me know at what time I should get on line with you again

Customer:

At this point the tablet is plugged in. It shows a number pad, an inverted tblank triangle and an intercom not connected message. last night you said use the keyboard




9/1/13 8:54 PM



and type






9/1/13 8:54 PM



ipconfig /all how do I do this ?



Marco :

hi

Marco :

apologies i never received your notifications


 

Customer:

and Hi to you

Marco :

ok are you able to confirm that your wireless is turned on for the Matricon?

Customer:

I was very unhappy when you dropped me and left me hanging last night.

Marco :

apologies

Marco :

I noticed you left

Marco :

and when you come back I didn't receive an email

Customer:

It is plugged in. The last time I looked at it there was a keypad, a blank triangle, and "internet is not connected"

Marco :

sorry what do you mean it's plugged in?

Customer:

The black wire is inserted. I assume that it is not in wireless, Should I unplug ?

Marco :

no that's fine

Marco :

on you Matricon

Customer:

yes

Marco :

is the wireless turn on?

Customer:

let me unplug and see. One moment

Marco :

sorry wait

Marco :

turning on the wireless on the Matricom is just a setting

Marco :

if you go to system settings

Marco :

then wi-fi

Marco :

is it that selected

Customer:

I have no idea what you mean. Please clarify. (I am a total amateur)

Marco :

ok on the Matricom

Marco :

what do you see at the moment?

Marco :

do you see icons on the homepage

Customer:

the matricom is turned on and there are no connections to anything

Marco :

press the menu button

Marco :

then do you see system settings

Customer:

what menu button

Marco :

on the Matricom

Marco :

or slide down from the top to the bottom

Marco :

so at the top of the screen to the bottom

Marco :

if you slide your finger down do you see the notification menu

Customer:

I get ONLY the screen with the number pad. On some occasions Ive gotten two icons at the bottom one ha s turned the menu on and the other is a return (I think) when I push either one the screen goes black

Marco :

ok can you hold onto the power button on the Matricom

Marco :

keep holding until it turns off

Customer:

Just tried that key pad for a moment, then black

Customer:

did it black again

Marco :

did you hold onto the power button?

Customer:

Let me try again

Marco :

keep holding onto it until it completely goes off

Customer:

Matricom flashed. then black. held it, stayed black

Marco :

has it always been black?

Marco :

did you ever see any of the icons ?

Customer:

NO

Marco :

so when did it start going just black?

Customer:

almost immediately after the Maricom image flashed on momentarily

Marco :

i mean when did this problem started?

Marco :

was it after a firmware upgrade

Marco :

it should just go to a black screen

Customer:

Yesterday, before I contacted you people, I started the server from its CD disk. I got the message at the end that it was connected. However The matricom always said "no internet connection'. I tried inserting a clip into the reset hole and nothing happened. I tried the reset BOTH on the server and on the Matricom and nothing happened. So I restarted the set up for the server again

Marco :

Seems like the process ended prematurely

Marco :

to reset the matricom

Customer:

BTW, when you use jargon, I almost never ubderstand what you are talking about.

Marco :

basically something went wrong

Marco :

when you try to restart the matricom

Marco :

which is why you're getting a black screen

Customer:

Let me briefly review. 1. I set up the server and got "connected". 2. I turned on Matricom (sometimes connected, sometimes wireless). Invariably I got the number pad and the "no internet connection" 3. I tried the reset on both the server and the Verizon connector. REpeated tha above. Number pad and then black.

Marco :

just to confirm, is the whole screen black

Customer:

yes

Marco :

you cannot press any buttons

Customer:

When I press the start button or that and the volume button I get the Matricom Image, the fully loaded (Battery) image followed by the number pad or black

Marco :

yes it sounds the software is corrupted

Marco :

and it is not starting

Customer:

Thats why I contacted you

Customer:

SO far, you are telling me what I know already

Customer:

What can I change and how ? Waht diagnostic tests can you ()or I) run ? Can I connect with the USB cord and we do something from the computer ?

Marco :

you need to perform a firmware recovery which is very technical

Marco :

i needed to confirm the status of the matricom

Marco :

because what you were saying didn't make much sense to me

Marco :

so the options are:

Marco :

1. Another expert with remote access will need to connect to your computer and perform the firmware recovery

Marco :

you will need to have the unit connected to the computer via usb

Marco :

unfortunately I am not allowed to use remote access so someone else will need to do this

Marco :

2. Take it to a local phone repaier

Customer:

I don't know what you mean. But is this something that I can do ? (IT doesnt make much sense to me either) The day before I was playin Wordfeud with my daughter and when I tried again the following day, I got the "no internet connection: when I started up..... I will follow your suggestions. (Where do I find a phone repairer ?) so let me punch OK and we'll call it quits

Marco :

Which state are you in?

Customer:

New York (upstate)

Marco :

there are plenty of phone repairers

Customer:

TY

Marco :

No problems

Customer:

You, of course will get paid $24. I still have the problem---I dont think that I was helped.

Marco :

I provided the advice, it will be too difficult to tell you the instructions over this chat

Marco :

if you're unhappy you can ask for a refund

Customer:

I Understand who do I connect to to ask for a refund ?

Marco :

I can send this to the moderator

Customer:

PLease do so. Then what is my next step ? Please send me an address

Marco :

there are no next steps. Someone will contact you

Marco :

but will you be following my advice?

Marco :

and bringing it to a local repairer?

Customer:

TY good bye

Customer:

TY

Marco :

because that's still advice I provided you even though it wasn't fixed

Marco and 5 other Networking Specialists are ready to help you