My name is XXXXX XXXXX I'll be assisting you with this issue
On the computer with browsing issue, can you please click start then in the search field type: cmd
a black window will appear and please then type:ipconfig /all
please let me know what the IP address, subnet mask, gateway and DNS servers are
ipv4 10.10.10.124 (preferred)
subnet mask 255.255.255.0
default gateway 10.10.10.254
dns server 10.10.10.254 on on line underneath that 220.127.116.11.
thanks for that
now in the same window
can you type:ping www.google.com
yes it said reply from 18.104.22.168 bytes=32, time =17ms, ttl 49. Did that three more times also and the only change was that time was reduced to 13 ms
ok that means you have internet connection
can you try Internet Explorer
and then type www.google.com
and tell me what the error is
do i need to exit out of this dos prompt somehow?
you can leave it for now
it says internet explorer cannot display this page (same msg as before)
ok this must be related to the browser
let's reset the browser settings
can you please click on the wheel
at the top right
then click on Internet Options
then click on advanced
there is a Reset button
click on that
then also click on delete personal settings (please note this will delete all your personal settings that the browser retained)
then close the browser and start it again
okay, i did that except that I never saw anything about deleting personal settings. I went into i e again and now it asks this: set up internet explorer 9 - use recommended or don't (perhaps we can delete the personal settings after answering this q?)
does it work now
no, still says ie can't display this webpage. keep in mind i didn't punch any "delete personal settings" as I didn't see that choice
ok go back to internet options
do you see the Reset Button
not Restore advanced settings but Reset?
Okay I saw the delete personal settings this time. When I close out ie and then try to get back on, do you still want me to say "don't use recommended settings"?
ie cannot display this webpage (same as b4)
are you able to try firefox
i think i only have chrome and ie on this cpu. let me see if there's a firefox
are you able to download it
from this computer
i do not have firefox loaded. chrome didn't work either. how can i download it if i can't get to their webpage?
how are you chatting with me at the moment?
which computer are you using?
another computer entirely (a laptop)
if there's a way that you can remotely access this computer, that would be okay with me.
i don't have access
but on the laptop
then copy it onto a usb thumbdrive
the laptop already uses firefox
are you able to go to the firefox page and download the software?
what file do i copy? not sure where the file would be on my cpu?
go here http://www.mozilla.org/en-US/firefox/all/
and then select english
okay, copied it and now installing on other cpu. Standard install? or custom?
unable to connect problem loading page
the tests that i got you to do ie black window
did you do that on the computer that is not working?
yes, only thing that I'm doing on this cpu is communicating w/ you
ok in the black window
netsh int ip reset
then press enter
netsh winsock reset
says something about needing "elevation" think it wants admin permission or something (not sure how to get around that using dos prompts)
are you an administrator?
my dos prompt is c:\users\egglestoncpas if that helps
ok click start
then type again cmd
on the list at above
right click and then select Run as administrator
okay, went to start, typed cmd. then at the dos prompt (which is still the users\egglestoncpas), i right click?
when you typed cmd
don't press enter
it should come up on the list at the top
okay now dos prompt is c:\windows\system32
just let me know what to do next
wants me to restart cpu, that okay?
restarted, neither google, chrome, or firefox connected
that is strange because it seems like internet connectivity is working
yep that's what i thought when i originally sent the issue
so on the url you have http://www.google.com?
correct tried that address on all three
but be something that is blocking access
can you try pasting this: DANGEROUS URL REMOVED
in the url browser
okay, no www or anything , just that?
we are trying to use FTP protocol
still just says unable to access internet. uninstall norton maybe?
is that the only firewall software?
think so. i think norton makes you take anything else off before it will load.
ok try that
I'm on!! All three ie, chrome, and firefox now work. Thanks.
ok no worries
something in norton was blocking it