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Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 35198
Experience:  Great troubleshooting skills with computer and network.
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I receive "identifying network" when I try connecting to the

Customer Question

I receive "identifying network" when I try connecting to the internet on my Gateway SX 2840. The internet worked fine and then just went out all of a sudden. I installed a new Linksys router (Model EA6400) configured it with Linksys support.
It works for everything (TV, printer, laptop) but not my Gateway. I have hardwired the internet connection on the Gateway but still no internet.
Submitted: 11 months ago.
Category: Networking
Expert:  Viet - Network Tech replied 11 months ago.

Hi,

I'm sorry about the issue. When did this issue first occur?

Does your Gateway desktop computer have Windows xp, vista, or 7 or 8 or 10?

Did internet first stop working on the Gateway desktop computer with the old router? Or with the new router?

Please reply at the box below. Thank you.

Customer: replied 11 months ago.
3 weeks ago. Windows 7. Stopped on Gateway only with the previous router. Tried a new router just in case.
Expert:  Viet - Network Tech replied 11 months ago.

Thank you. Please try this first suggestion:

Solution #1:

Please click on Start, then right-click on Computer, then click on Manage, then click on Device manager, then click on the + (plus) sign in front of Network adapters and right-click on each of the items under it and click on Uninstall and confirm (but don't check the box to delete the driver if shown). Then restart the computer, and it will automatically reinstall, then check Internet.

- By the way, if needed, have you tested with another Ethernet/network cable?

Please reply at the box below to continue troubleshooting. Thank you.

Customer: replied 11 months ago.
Rebooting now. Cable is brand new
Expert:  Viet - Network Tech replied 11 months ago.

OK. By the way, how old is this computer? Thank you.

Customer: replied 11 months ago.
2010.
Customer: replied 11 months ago.
Still no internet
Expert:  Viet - Network Tech replied 11 months ago.

Sorry, does it still show "identifying network"? Thank you.

Customer: replied 11 months ago.
but now there is a an exclamation mark in the yellow triangle between PC and identifying on the network info page
Expert:  Viet - Network Tech replied 11 months ago.

Have you tried to do a System Restore: click Start->All programs->Accessories->System Tools->System Restore, then next, then click on box "Show more restore points", and restore the computer to any date before this issue has occurred, and check. Please let me know. Thank you.

Customer: replied 11 months ago.
Will try now
Customer: replied 11 months ago.
Still restoring...
Expert:  Viet - Network Tech replied 11 months ago.

Sorry, it may take about 10 to 30 minutes. Please wait. Thank you.

Customer: replied 11 months ago.
Still no internet. Could it be the Ethernet card is bad?
Expert:  Viet - Network Tech replied 11 months ago.

Sorry, yes, that could be the case. Do you happen to have a USB wireless adapter? Please let me know. Thank you.

Customer: replied 11 months ago.
a Netgear
Expert:  Viet - Network Tech replied 11 months ago.

What's the model of the netgear adapter? Do you have the software CD disk for the Netgear? Thank you.

Customer: replied 11 months ago.
WG111v3
Expert:  Viet - Network Tech replied 11 months ago.

Do you have the software CD disk for the Netgear WG111v3 USB wireless adapter?

Do you have another working computer? And do you have a USB flash drive or a USB external hard drive?

Please let me know. Thank you.

Customer: replied 11 months ago.
Checking on the disk.
Customer: replied 11 months ago.
I have a disk that says Resorce CD Version 1.4
Expert:  Viet - Network Tech replied 11 months ago.

That is the disk for the Netgear adapter device right? If so, can you please install it on the gateway desktop computer now? Thank you.

Customer: replied 11 months ago.
installing now
Expert:  Viet - Network Tech replied 11 months ago.

Great. It will ask you to insert the Netgear usb adapter during installation, follow its instructions. Thank you.

Customer: replied 11 months ago.
Should I unplug the Ethernet cable while this is installing?
Expert:  Viet - Network Tech replied 11 months ago.

You don't have to, but since Ethernet does not work, please unplug it. Thank you.

Customer: replied 11 months ago.
How do I know when it's done?
Expert:  Viet - Network Tech replied 11 months ago.

What's showing on the computer's screen now? Does the installation window show any progress? Thank you.

Customer: replied 11 months ago.
The window went away. Never asked for USB to be plugged in.
Expert:  Viet - Network Tech replied 11 months ago.

Please plug in the Netgear USB adapter, and see what happens. Thank you.

Customer: replied 11 months ago.
I am now connected to the wireless network but it's still identifying
Expert:  Viet - Network Tech replied 11 months ago.

Did you ever install this Netgear USB adapter on this gateway desktop computer previously?

Customer: replied 11 months ago.
Expert:  Viet - Network Tech replied 11 months ago.

Can you disconnect the power cord from the Linksys router device for a couple of minutes, then re-connect

, then restart the gateway desktop computer, and check. Thank you.

Customer: replied 11 months ago.
10-4
Expert:  Viet - Network Tech replied 11 months ago.

Thank you.

Customer: replied 11 months ago.
Netgear is scanning but not finding a channel to zero in on.
Expert:  Viet - Network Tech replied 11 months ago.

It does not show any wireless network name? Thank you.

Customer: replied 11 months ago.
I am connected to the name I have for the house but not on the Internet.
Customer: replied 11 months ago.
I selected the network name within the Nergear drop down box but it gives me an error "invalid character length Please enter mire than 8 characters.
Expert:  Viet - Network Tech replied 11 months ago.

Sorry, please do this again: With Netgear USB adapter connected, click on Start, then right-click on Computer, then click on Manage, then click on Device manager, then click on the + (plus) sign in front of Network adapters and right-click on each of the items under it and click on Uninstall and confirm (but don't check the box to delete the driver if shown). Then restart the computer, and it will automatically reinstall, then connect to your wireless network name and check, check Internet.

Please reply at the box below to continue troubleshooting. Thank you.

Customer: replied 11 months ago.
Restarting
Expert:  Viet - Network Tech replied 11 months ago.

OK, thanks.

Expert:  Viet - Network Tech replied 11 months ago.

How is it going? Please reply at the box below. Thank you.

Customer: replied 11 months ago.
No internet
Expert:  Viet - Network Tech replied 11 months ago.

Sorry. Please try the following:
- Click on Start\Control Panel\Network and Internet\Network and Sharing Center, then click on Change adapter settings on the left (or click on Start and type ncpa.cpl and press Enter)
Right-click on the connected device/item, then click on Properties.
Select the “TCP/IPv4...” service in the list, then click the “Properties” button.
Then select the option Use the following DNS server addresses and add the following:

  • 8.8.8.8
  • 8.8.4.4

, then click OK, OK

, then check Internet.

Please let me know. Thank you.

Customer: replied 11 months ago.
Nothing
Expert:  Viet - Network Tech replied 11 months ago.

Sorry, it looks like windows is corrupted. Can you back up your important data files, such as documents, pictures, etc.

, then go to Start > All programs > Gateway / recovery and do the recovery / restore? If needed, see video instruction at

https://www.youtube.com/watch?v=dx-LW8BzZZc

- If that does not work, shut down the computer, then turn it back on, then keep tapping the key F8, then you should get a menu, then select the option Repair your computer or Restore computer, etc., and continue.

Thank you.