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Michael Hannigan
Michael Hannigan, Network Architect
Category: Networking
Satisfied Customers: 11167
Experience:  25+ Years Experience in Field. MCSE, ICCP, CNE, Greenbelt. Certified Network Engineer/Architect
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How do I fix the issue: This webpage is not available

Customer Question

How do I fix the issue:
This webpage is not available
Sms_probe_finished_no_internet
Submitted: 1 year ago.
Category: Networking
Customer: replied 1 year ago.
Dns_probe ...
Customer: replied 1 year ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Aitizaz replied 1 year ago.

Hello and welcome to Just Answer! I am Aitizaz and i will assist you today

please do let me know when you are ready so that we may proceed with the solution

Customer: replied 1 year ago.
Ready to go
Customer: replied 1 year ago.
Is there any extra charge to do this over the phone?
Expert:  Aitizaz replied 1 year ago.

we will have to try different solutions to get rid of the problem. the first solution is to flush the DNS cache.

Yes. there is extra charge to do this on the phone. we can accomplish it well here

Customer: replied 1 year ago.
Ok. We'll chat.
Expert:  Aitizaz replied 1 year ago.

1. Please go to START and click ALL PROGRAMS. go to ACCESSORIES, right click COMMAND PROMPT and select RUN AS ADMINISTRATOR

let me know when done

Customer: replied 1 year ago.
I'm on Windows 10. I don't see "All Programs"
Expert:  Aitizaz replied 1 year ago.

please type COMMAND PROMPT in the SEARCH area.

Customer: replied 1 year ago.
I right clicked the icon and I see command prompt and command prompt (Admin). Which one?
Expert:  Aitizaz replied 1 year ago.

Admin one please. left click command prompt(admin)

Customer: replied 1 year ago.
Got it. Sorry
Expert:  Aitizaz replied 1 year ago.

2. Now type ipconfig /flushdns and press the ENTER key. REMEMBER, there is a SPACE between ipconfig and /flushdns

Customer: replied 1 year ago.
Response:Could not flush the DNA Resolver cache: function failed during execution
Expert:  Aitizaz replied 1 year ago.

did you give a SPACE between ipconfig and /flushdns ?

Customer: replied 1 year ago.
Is that bad?
Expert:  Aitizaz replied 1 year ago.

can you allow me to connect to your computer ( online ) and resolve the matter?

Customer: replied 1 year ago.
Expert:  Aitizaz replied 1 year ago.

please click the following link to enable remote desktop connection:

http://www.justanswer.com/remotedesktop/join.aspx?Session=63b1ed12-0da9-4823-8d64-e9f4d563d0cf

Customer: replied 1 year ago.
I'm chatting with you on my phone.
Expert:  Aitizaz replied 1 year ago.

please do the following then:

1. Go to START and type NETWORK AND SHARING CENTER in the search area.

2. In the new window, the left most pane should contain CHANGE ADAPTER SETTINGS. please click it.

Customer: replied 1 year ago.
I can't connect online with the desktop of course.
Expert:  Aitizaz replied 1 year ago.

3.The Network Connections window should open. Select and right-click on your connection (Ethernet if your computer is connected through a cable; Wi-Fi if wireless) and choose Properties.

Expert:  Aitizaz replied 1 year ago.

4. In the new window that opens, while in the Networking tab (by default), find Internet Protocol Version 4 (TCP/IPv4) in the list and click on it to highlight, then click on the Properties button.

Expert:  Aitizaz replied 1 year ago.

5. In the new window that opens, IPv4 Properties, select the “Use the following DNS server addresses” radio button and enter DNS server addresses listed below. Both Google Public DNS and OpenDNS will work, but one may improve or decrease your connection speed than the other depending on your location. Switch to the other one later if you want to test.

Google Public DNS
8.8.8.8 (Preferred DNS server)
8.8.4.4 (Alternate DNS server)

Expert:  Aitizaz replied 1 year ago.

When you’re done, click on OK to save your changes.

Expert:  Aitizaz replied 1 year ago.

Restart your computer.

Customer: replied 1 year ago.
Hang on. When I hit change adapter settings, I just get a window that says "folder is empty"
Expert:  Aitizaz replied 1 year ago.

this is not possible, please re-check

Customer: replied 1 year ago.
Under Network and Sharing Center there are three items on left1. Control Panel Home
2. Change adapter settings
3. Change advanced sharing settingsIndide the window is the following:Unknown
The service to detect this status is disabledChange your network settings
Set up a new connection or network
Troubleshoot problems...
When I hit Change adapter settings, it takes me to the empty network connections window
Expert:  Aitizaz replied 1 year ago.

if that is the case ( i.e. there is nothing in the change adapter settings folder), this shows that no NETWORK ADAPTER (wired and wireless) is installed on your machine. you have lost them because of either a hardware or a software failure. you need to RE-INSTALL the drivers for the network adapter.

Expert:  Aitizaz replied 1 year ago.

please go to START and type DEVICE MANAGER in the search area. please click it when it appears after the search

Expert:  Aitizaz replied 1 year ago.

please check what do you see under the NETWORK ADAPTERS. also make sure that there is no RED or YELLOW mark with the listing

Customer: replied 1 year ago.
I need about 15 minutes.
Will return.
Expert:  Aitizaz replied 1 year ago.

OK!

Customer: replied 1 year ago.
Sorry. I'm back.
Expert:  Aitizaz replied 1 year ago.

please go to START and type DEVICE MANAGER in the search area. please click it when it appears after the search

Expert:  Aitizaz replied 1 year ago.

please check what do you see under the NETWORK ADAPTERS.

Customer: replied 1 year ago.
Under Network Adapters:Realtek PCle GBE Family Controller
Wireless AC1200 Dual Band USB AdapterNo markings
Expert:  Aitizaz replied 1 year ago.

please right click Realtek etc. and select UNINSTALL. then restart your computer and go to NETWORK AND SHARING CENTER -> CHANGE ADAPTER SETTINGS and let me know if you see anything there

Customer: replied 1 year ago.
Restarting now.
Customer: replied 1 year ago.
I do have a wireless adapter on this machine. The wireless router is in another room and is functioning.
Just fyi.
Expert:  Aitizaz replied 1 year ago.

OK

Customer: replied 1 year ago.
When I click Change Adapter settings, the folder is empty.
The path at the top isControl Panel-Network and Internet-Network Connections
Expert:  Aitizaz replied 1 year ago.

Please hold on. this requires a little bit of research. please stay with me

Expert:  Aitizaz replied 1 year ago.

Please go to START and type services.msc in the search area. then press the enter key

Expert:  Aitizaz replied 1 year ago.

let me know when you are done

Customer: replied 1 year ago.
It doesn't allow me to type anything there. I can't get a cursor. Weird.
Expert:  Aitizaz replied 1 year ago.

so you are unable to type anything in the search area?

Customer: replied 1 year ago.
Correct.
Expert:  Aitizaz replied 1 year ago.

in the given scenario, there is something wrong with your operating system. This can be due to a virus or a malware or due to some software failure. in any case, i will suggest you to re-install windows on the computer. it will not only get rid of the network problem but will solve other related issues as well, as you have just experienced. If the computer came with windows pre-installed, you can restore the computer to factory settings. i can guide you on this if you need. if you have windows disk, you can install windows through it.

Expert:  Aitizaz replied 1 year ago.

in either way, you must shift your data from C drive to any other drive or an external hard disk/USB flash drive.

Customer: replied 1 year ago.
If I leave it on the desktop, will it still be there, or no?
Expert:  Aitizaz replied 1 year ago.

NO! all the data that is placed on Desktop, My Documents, or C drive will be erased

Expert:  Aitizaz replied 1 year ago.

anything else you would like to know?

Customer: replied 1 year ago.
when I reinstall, does that mean I uninstall everything first, or will it automatically override everything?
Customer: replied 1 year ago.
Also, I'll have to reinstall everything else, too, correct? Antivirus, printers, wireless adapter, etc. Correct?
Expert:  Aitizaz replied 1 year ago.

it will ask you to FORMAT the drive during installation. at that moment, you should select to FORMAT the drive so that nothing remains on the C drive.

Expert:  Aitizaz replied 1 year ago.

common drivers would be re-installed automatically. Yes you will have to re-install antivirus and other related softwares

Customer: replied 1 year ago.
By doing this, it will kill malware and any viruses then might exist, correct?
Expert:  Aitizaz replied 1 year ago.

Absolutely

Customer: replied 1 year ago.
Ok. I have a motherboard disc. That goes first, then Windows 10, then antivirus and others. Right?
Expert:  Aitizaz replied 1 year ago.

Windows 10, then antivirus and others. no need to use the motherboard disk.

Customer: replied 1 year ago.
Ok.
I'll install now and will let you know when it's complete.
Expert:  Aitizaz replied 1 year ago.

you can contact me anytime. Thank you very much for coming to Just Answer. Please rate the answer positive if you are satisfied with the answer.

Customer: replied 1 year ago.
I need to get a jump drive for my files.
I'd like to complete this process with you.
Once I get my files saved and start the reinstall I will communicate with you.
Maybe an hour.
Expert:  Aitizaz replied 1 year ago.

OK!

Customer: replied 1 year ago.
Ok.
I've saved my files.
I'm about to reinstall Windows 10.
Customer: replied 1 year ago.
how to I reinstall after this disc is in.
I don't see any prompts.
Customer: replied 1 year ago.
Still with me?
Expert:  Aitizaz replied 1 year ago.

Yes

Expert:  Aitizaz replied 1 year ago.

Please go to COMPUTER and double click the DVD ROM icon. this will bring up options for you

Customer: replied 1 year ago.
I found the setup, it was installing, but I got a message that the installation failed.
Expert:  Aitizaz replied 1 year ago.

During the installation, a screen must have come up where you could click different partitions. did you see it?

Customer: replied 1 year ago.
I hit the CD drive icon and got the following:Boot
Efi
Sources
SupportAutorun.inf
Bootmgr
Bootmgr.efi
Setup.exeI hit the setup.exe and it looked like it was installing before I got the message that it failed.
Expert:  Aitizaz replied 1 year ago.

and what error message came up?

Customer: replied 1 year ago.
It said the installation failed.
Let's just start over. Should the setup.exe file be the one I hit?
Expert:  Aitizaz replied 1 year ago.

yes, thats correct. if it does not work from within windows, then we will have to run it through BIOS. first try the setup.exe

Customer: replied 1 year ago.
Ok
Customer: replied 1 year ago.
Installing now.
Expert:  Aitizaz replied 1 year ago.

OK, thats cool!

Customer: replied 1 year ago.
It said the computer was going to restart, but a window popped up:Something happened
Windows 10 installation has failed.
Expert:  Aitizaz replied 1 year ago.

i think you need direct assistance/supervision to install windows on your computer. you should format C drive during the installation process to completely get rid of the virus etc. Please take help of any of your friends to install windows. You can also look at some good articles to achieve the same.

Customer: replied 1 year ago.
Can you not help me complete this?
Expert:  Aitizaz replied 1 year ago.

i can give it a try but since i am not aware of the exact position of your laptop and am not handling it directly, i am at a disadvantageous position.

Expert:  Aitizaz replied 1 year ago.

what is the make and model of your computer?

Customer: replied 1 year ago.
This is a desktop computer.
Expert:  Aitizaz replied 1 year ago.

make and model?

Expert:  Aitizaz replied 1 year ago.

or this is a custom made computer?

Customer: replied 1 year ago.
Custom.
Made by a local company.
Expert:  Aitizaz replied 1 year ago.

we actually need to restart the computer and BOOT FROM DVD. in order to do that,there is a mechanism in the computer that prioritize the devices to look for the BOOT MEDIA. usually it is set to Hard Disk. so if the computer has operating system i.e. windows installed, it will boot up. we want to avoid this and want to boot from DVD.

Expert:  Aitizaz replied 1 year ago.

so, please restart computer and see if it asks you to PRESS ANY KEY TO BOOT FROM CD..... . If it does not and takes you to Windows, please restart the TAP the following keys immediately (one by one, trial and error) to go to BIOS.

F2, F10, DEL

Expert:  Aitizaz replied 1 year ago.

or even F1

Customer: replied 1 year ago.
How do I know if it goes to BIOS?
Expert:  Aitizaz replied 1 year ago.

you will get a screen with grey/blue background with a few options that could be selected with a mouse

Customer: replied 1 year ago.
Got it
Customer: replied 1 year ago.
Language to install, etc.
I'm there.
Expert:  Aitizaz replied 1 year ago.

so you got the PRESS ANY KEY TO BOOT FROM CD screen, you pressed it?

Expert:  Aitizaz replied 1 year ago.

please select ENGLISH and press the NEXT button

Customer: replied 1 year ago.
Customer: replied 1 year ago.
Then click install now?
Customer: replied 1 year ago.
Or Repair your computer?
Expert:  Aitizaz replied 1 year ago.

No, please select INSTALL NOW

Customer: replied 1 year ago.
Got it.
Customer: replied 1 year ago.
Product key?
Expert:  Aitizaz replied 1 year ago.

what do you see on the screen now?

Expert:  Aitizaz replied 1 year ago.

you may find one on the casing of the DVD

Customer: replied 1 year ago.
One moment.
Expert:  Aitizaz replied 1 year ago.

Sure

Customer: replied 1 year ago.
Dammit. I can't find this product key. Still looking.
Expert:  Aitizaz replied 1 year ago.

can you take images of the casing and upload?

Customer: replied 1 year ago.
Images of the casing. You mean on the actual CD?
Expert:  Aitizaz replied 1 year ago.

please take the snaps of the disk cover (inside out) and upload it here.

Customer: replied 1 year ago.
This came in a cardboard envelope and not a plastic case, if that's what you mean.
Expert:  Aitizaz replied 1 year ago.

exactly! and also, take out the DVD for a while and check if there is anything written on it

Customer: replied 1 year ago.
othing inside the cardboard. I'll look on the disc.
Expert:  Aitizaz replied 1 year ago.

OK

Customer: replied 1 year ago.
Nothing. One moment.
Expert:  Aitizaz replied 1 year ago.

ok

Customer: replied 1 year ago.
I think I found it on a sticker on the computer base.
Expert:  Aitizaz replied 1 year ago.

OK

Customer: replied 1 year ago.
I'll now accept terms and conditions
Expert:  Aitizaz replied 1 year ago.

right

Customer: replied 1 year ago.
It now asks for upgrade r custom installation.
Custom?
Expert:  Aitizaz replied 1 year ago.

YES

Customer: replied 1 year ago.
Wait, custom says advanced. Maybe that's not what I want.
Customer: replied 1 year ago.
Custom?
Expert:  Aitizaz replied 1 year ago.

Yes, go for CUSTOM.

Customer: replied 1 year ago.
Ok. Says where partition 2 or 2
Customer: replied 1 year ago.
Partition 1 says System Reserved
Expert:  Aitizaz replied 1 year ago.

what are other options/partitions? and their respective sizes?

Customer: replied 1 year ago.
Sorry 1 or 2500 mb on 1
931 mb on 2
Customer: replied 1 year ago.
Sorry 931 gb
Expert:  Aitizaz replied 1 year ago.

1 is 500MB?

Expert:  Aitizaz replied 1 year ago.

there are other partitions as well?

Customer: replied 1 year ago.
Just the 2.
1 says total size 500 mb, free space 162 mb, type : system
2 says total size 931 gb, 901 gb free space, type: primary
Expert:  Aitizaz replied 1 year ago.

please click 2 and then click FORMAT that will appear as an option below. NOTE: This will erase everything on the computer. so if all the files have already been moved, only then proceed with format

Customer: replied 1 year ago.
Ok.
Customer: replied 1 year ago.
It says it can't be installed on partition 2
Expert:  Aitizaz replied 1 year ago.

does it give any reason?

Customer: replied 1 year ago.
It gives me the option to view more details if that's helpful to you.
Expert:  Aitizaz replied 1 year ago.

please paste them here

Customer: replied 1 year ago.
The more details says:Windows cannot be installed to this disk. The selected disk has an MBR partition table. Windows can only be installed to GPT disks.
Expert:  Aitizaz replied 1 year ago.

this computer came with windows pre-installed, right?

Customer: replied 1 year ago.
No, I don't think so.
Expert:  Aitizaz replied 1 year ago.

OK! please hold on for a while. let me check the status of this message.

Customer: replied 1 year ago.
OK
Expert:  Aitizaz replied 1 year ago.

you need to do the following in order to solve this problem:

  1. Temporarily disable the EFI Boot Sources setting in the BIOS:

    1. Restart the computer, and then press F10 to enter the BIOS.

    2. Navigate to Storage > Boot Order , and then disable the EFI Boot Sources .

    3. Select File > Save Changes > Exit .

  2. Install the Windows operating system.

  3. Enable the EFI Boot Sources setting in the BIOS:

    1. Restart the computer, and then press F10 to enter the BIOS.

    2. Navigate to Storage > Boot Order , and then enable the EFI Boot Sources .

    3. Select File > Save Changes > Exit .

Expert:  Aitizaz replied 1 year ago.

to get into BIOS, please tap F2,F10, and DEL keys one by one and see which takes you to the BIOS

Expert:  Aitizaz replied 1 year ago.

make sure you take them as soon as the computer is restarted/powered on

Expert:  Aitizaz replied 1 year ago.

tap them*

Customer: replied 1 year ago.
I got back to that purple screen with the English language menus. Is that where I should be?
Expert:  Aitizaz replied 1 year ago.

you took out the DVD first?

Customer: replied 1 year ago.
No. I'll do that, then try.
Expert:  Aitizaz replied 1 year ago.

OK

Customer: replied 1 year ago.
I got a message about automatic repair.
Asks for advanced options or shut down.
Shut down?
Expert:  Aitizaz replied 1 year ago.

restart/start your computer and start tapping the F2 key. if that does not take you to BIOS, repeat the same with F10 and DEL keys

Customer: replied 1 year ago.
Got dual bios screen now
Expert:  Aitizaz replied 1 year ago.

go to BOOT ORDER or similar menu

Customer: replied 1 year ago.
MIT current status
System Information
BIOS Features
Peripherals
Power Management
Save and ExitThose are the categories at the top
Customer: replied 1 year ago.
Sorry , just MIT at the top
Expert:  Aitizaz replied 1 year ago.

please go to CURRENT STATUS, SYSTEM INFORMATION and BIOS FEATURES one by one and see if you may find BOOT ORDER there

Customer: replied 1 year ago.
Under bios features I seeBoot Option #1..........Sata ...
Boot Option #2..........Sata...
Expert:  Aitizaz replied 1 year ago.

do you see EFI Boot ?

Customer: replied 1 year ago.
No. There is a message on the right part of the page: specifies the overall boot order from the available devices list
Expert:  Aitizaz replied 1 year ago.

can you take a screenshot and place it here?

Customer: replied 1 year ago.
Use +/- to modify order.
Expert:  Aitizaz replied 1 year ago.

please take a screenshot and upload it here

Customer: replied 1 year ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer: replied 1 year ago.
I can email it.
Customer: replied 1 year ago.
What is your email?
Expert:  Aitizaz replied 1 year ago.

please attach it here, if possible

Customer: replied 1 year ago.
Or text it.
Expert:  Aitizaz replied 1 year ago.

yes, if possible text it here

Expert:  Aitizaz replied 1 year ago.

please write everything here what you see on the screen

Customer: replied 1 year ago.
Not letting me copy.
I can email it or text it to a phone number.
Expert:  Aitizaz replied 1 year ago.

please write it down here

Customer: replied 1 year ago.
On left the boot option priorities I mentioned earlier.Below thatHard Drive Bbs priorities
CD/DVd Rom drive bbs priorities...
Expert:  Aitizaz replied 1 year ago.

please go back to peripherals and see if you find something there

Customer: replied 1 year ago.
Then below that ...Boot up num lock state
Security option
Full screen logo showFast bootWindows
Customer: replied 1 year ago.
Under peripherals ...Not much.
Sata configuration?
Expert:  Aitizaz replied 1 year ago.

yes, please check

Customer: replied 1 year ago.
Nothing about efi boot.
All boot references under bios features.
Expert:  Aitizaz replied 1 year ago.

this might need some manipulation. since i am not physically involved and cannot check the configuration myself, it will be difficult to do it. please take the machine to your friend who is tech savvy or to the nearest repair shop for installation of windows on your system. that will solve the matter related to network that you earlier had

Expert:  Aitizaz replied 1 year ago.

if you are satisfied with the effort i made to correct the problem, you may rate the answer positive.

Customer: replied 1 year ago.
I think you did a fine job.
I'm not satisfied enough to pay the $38 with the issue not being corrected.
I don't understand why a phone conversation costs more. It seems like we could navigate the issue much easier.
Customer: replied 1 year ago.
I know that is not your fault. The bot***** *****ne is my issue has not been resolved by your service, despite your good work.
I think the restrictions on communication have resulted in this failure.
Expert:  Aitizaz replied 1 year ago.

thank you very much for coming to Just Answer. i will opt out here so that any other expert may solve your issue. thank you for your patience

Expert:  Michael Hannigan replied 1 year ago.

Hello. My name is Michael. I can help you with your question if you need additional assistance. Please let me know, along with specifics about what assistance you still need, and I will do what I Can to help.

Mike