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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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Google chrome will not load just shows AW Snap, tried reloading

Customer Question

Google chrome will not load just shows AW Snap, tried reloading but same problem, now internet explorer, and fire fox will not not load. States that no connection, but shen I cheak the connection status it shows excellent conncection. Am unable to connect to printer wired or wireless, can you help and how much do you charge? Dave
Submitted: 2 years ago.
Category: Networking
Expert:  Kamil Anwar replied 2 years ago.
Hello & Welcome to JustAnswer.
Thank you for your question. I will do my best to assist you.
How are you currently connected to the internet and to this site?
Optional Remote Connect Service - Quick Resolution
Would you like me to remotely connect to your computer and fix the issue - The remote service will be an additional service for $39 but will allow me direct access to work on your issue and fix it (while you watch on your screen). If you need remote service, reply with the words "i want remote"
If you do not need the remote service, then simply provide me the requested information above. If you need remote service reply me with the words "i want remote".
Thanks
Customer: replied 2 years ago.
At this time I am Using someone elses computer, if you can provide me with step by stiep written instructions I will print them out and try at home. If not I will need remote help.
Customer: replied 2 years ago.
Are you still there?
Expert:  Kamil Anwar replied 2 years ago.
I can provide instructions, but at the moment i am not sure what the issue is so i will you need to diagnose it with you first. I can remotely connect only when the computer can connect to the internet, but in this case it appears to me that the computer has no connection to the internet even though, it is connected wirelessly.
So from this point, we need to test if the router is receiving internet from the modem/isp.
Can you connect a different computer to your router, or your phone via wi-fi and tell me if the internet works on it ?
Customer: replied 2 years ago.
Wifi works on my iphone. I have tried my other computer with vista but has same problems as the Windows 8.1
Expert:  Kamil Anwar replied 2 years ago.
Means, the problem is not with your computer but the router.
Please tell me how is router connected to the ISP Modem?
And, what lights are on on the modem and router?
Customer: replied 2 years ago.
cable, was just set up by cox on Monday. Before we tried ATT but had same promblem. I am not at home so I cannot tell what lights are on.
Expert:  Kamil Anwar replied 2 years ago.
Okay. When you go to home, please contact me on this site via Phone. You can click view response from an email sent by justanswer or login to this site and click on this question so we can continue here.
Customer: replied 2 years ago.
What is the phone number?
Expert:  Kamil Anwar replied 2 years ago.
I mean via the browser on your phone since you can connect to wi-fi through phone.
Customer: replied 2 years ago.
ok thank you
Expert:  Kamil Anwar replied 2 years ago.
You're Welcome.
Customer: replied 2 years ago.
i'm back home now
Customer: replied 2 years ago.
Kamil amwar
Expert:  Kamil Anwar replied 2 years ago.
Please tell me how is the router connected to modem supplied by provider or if there is no router, then confirm if it is just the modem?
Customer: replied 2 years ago.
Buy direct cable and the modem is connected to the router by and either netcord.
Customer: replied 2 years ago.
Excuse me the modem is connected by a cable the router is connected to the computer by an ethernet cable in the modem is connected to the router buy a cable
Customer: replied 2 years ago.
I have tried unplugging both the router and modem and then read plugging them in but that has not helped
Expert:  Kamil Anwar replied 2 years ago.
Can you disconnect the cable going into router, and plug that cable directly on your computer's ethernet port, then open "command prompt" and type
ipconfig /all
And tell me what the IP address, subnet mask and default gateway is
Customer: replied 2 years ago.
Trying
Expert:  Kamil Anwar replied 2 years ago.
Okay.
Customer: replied 2 years ago.
I'm not sure what I reading but will try
Customer: replied 2 years ago.
2001:0:9d38:6abd:2831:1c1a:3f57:fff4<Preferred
The above is IP address
Expert:  Kamil Anwar replied 2 years ago.
Can you scroll up in command prompt and send screen of the missing view as well?
Customer: replied 2 years ago.
Subnet mask
255.255.255.0
Expert:  Kamil Anwar replied 2 years ago.
Please send screen/attachment like before
Customer: replied 2 years ago.
Did you get the picture of the screen?
Expert:  Kamil Anwar replied 2 years ago.
Yes, i got the picture.
In command prompt, type
ping -t 4.2.2.2
And send me the picture of the results.
Customer: replied 2 years ago.
Is that on the same screen?
Expert:  Kamil Anwar replied 2 years ago.
Yes, on the same black screen. At the bottom of the screen, if you click it will allow you to type.
ping -t 4.2.2.2
^^
Customer: replied 2 years ago.
Does nothing
Customer: replied 2 years ago.
I'm going to try plugging the modem direct in the pc
Expert:  Kamil Anwar replied 2 years ago.
No, wait.
You have typed the command incorrectly.
The command is ping -t 4.2.2.2
but you typed ping _t 4.2.2.2
Customer: replied 2 years ago.
Still not recognized
Expert:  Kamil Anwar replied 2 years ago.
send screen shot please.
Customer: replied 2 years ago.
Did you get the scree shot?
Expert:  Kamil Anwar replied 2 years ago.
no, i did not get screen shot.
Customer: replied 2 years ago.
Can't you remote access through my phone if I plug the Ethernet plug back into the router?
Expert:  Kamil Anwar replied 2 years ago.
Let's try it.
All you need to do is get on www.logmein123.com if you can access that site from computer, then i can remote in.
Please try and let me know.
Customer: replied 2 years ago.
Can't from PC what about iPhone?
Expert:  Kamil Anwar replied 2 years ago.
Will not work. The issue needs troubleshooting through PC.
Can you send me the screen shot, all what you sent made sense and we will be able to troubleshoot it via screen shots.
I want you to run this command in command prompt
ping -t 4.2.2.2
and send screen shot.
Customer: replied 2 years ago.
DDid you get it
Customer: replied 2 years ago.
Are you there?
Expert:  Kamil Anwar replied 2 years ago.
I see the screen shots, and now the error is in space.
You typed
ping-t4.2.2.2
the correct command is
ping -t 4.2.2.2
there is a space before and after the -t
Customer: replied 2 years ago.
Unable to open response
Expert:  Kamil Anwar replied 2 years ago.
Is that what you're getting on command prompt?
Customer: replied 2 years ago.
Did you get screen shot
Customer: replied 2 years ago.
Yes
Expert:  Kamil Anwar replied 2 years ago.
No, i did not get any. Please re-attach and send.
Customer: replied 2 years ago.
Customer: replied 2 years ago.
I need to stop in 5 minutes
Expert:  Kamil Anwar replied 2 years ago.
Now you missed the -
the command is
PING -T 4.2.2.2
Please type it exactly like i am.
ping -t 4.2.2.2
That's okay, we can continue when you're ready.
Customer: replied 2 years ago.
Tomorrow good by
Expert:  Kamil Anwar replied 2 years ago.
No worries. Take Care. We continue from here tomorrow.