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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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Have hpdesktop running windows 10 access to internet not

Customer Question

have hpdesktop running windows 10 access to internet not workingeither ethernet or wifi, network trouble shooter says driver issue?? upgraded to 10 when first came out and was working fine until just recently. can you shedsome light?
Submitted: 5 months ago.
Category: Networking
Expert:  Jason Jones replied 5 months ago.

Hello,

I am the person that will be helping you today.

Please, follow the instructions below on the problem computer:

- Plug the computer into the modem/router with an Ethernet cable.

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?
- In the black window, type the following and press Enter: ping 4.2.2.3
Question #2: What does it say, replies or request timed outs?
- In the black box, type the following and press Enter: ping red.com
Question #3: What does it say, replies or request timed outs?
I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 5 months ago.
when entered ipconfig got no info , just msg windows ip configuration, when did ping got transmit failed. general failure
Expert:  Jason Jones replied 5 months ago.

It sounds as though the network adapter is faulting. One way to fix this is to simply 'uninstall' the network adapter from the device manager and allow the computer to reinstall it.

Please, follow the instructions below:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: devmgmt.msc
- Click the Ok button.
- Click the plus sign next to Network Adapters
- Which items are listed under that heading? Also, does any of those items have a yellow exclamation mark next to it? It sounds like the drivers for the network cards are not installed.

Customer: replied 5 months ago.
since cannot connect to internet how would you be able to remotely connect
Expert:  Jason Jones replied 5 months ago.

I assume you are talking about the Secure Remote Assistance offer that the website sent. You may ignore that offer.

Please, follow the instructions below:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: devmgmt.msc
- Click the Ok button.
- Click the plus sign next to Network Adapters
- Which items are listed under that heading? Also, does any of those items have a yellow exclamation mark next to it? It sounds like the drivers for the network cards are not installed.

Customer: replied 5 months ago.
noyellow flags
Expert:  Jason Jones replied 5 months ago.

Which items are listed under that heading?

Customer: replied 5 months ago.
asus pce-n15.11
qualcomm atheros ar8161 pcie ndis630
ralink rts890r 802.11
realtek pcie gbe family controller
wan miniport ikev2, ip, ipv6, l2tp, network monitor, pppoe, pptp, sstp
Expert:  Jason Jones replied 5 months ago.

Double click the ASUS PCE item. Does it state that it is working properly?

Customer: replied 5 months ago.
says yes but wont connect
Expert:  Jason Jones replied 5 months ago.

I don't understand. What does it say exactly?

Customer: replied 5 months ago.
says no internet, secured have tried disconnecting and reconnecting same thing it is seeing avail wifi networks just wont connect to anythibg, when try to connect via ethernet just says no internet. chkd all divices on list all say working ok
Expert:  Jason Jones replied 5 months ago.

Please, follow the instructions below:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: devmgmt.msc
- Click the Ok button.
- Click the plus sign next to Network Adapters

- Double click the REALTEK PCIE item.

In the window that comes up, what does it display for the status?

Customer: replied 5 months ago.
when chk network connection shows wan miniport and qualcom disconnected (orig ports hardwred t0 motherboard) ethernet 2 realtek show enabled as well as wifi 2 ralint and asus show enabled
Expert:  Jason Jones replied 5 months ago.

Okay. Please, follow the instructions and tell me what the window shows for the status after you double click the icon.

Customer: replied 5 months ago.
using instructions i checked all of the devices and all show working
Expert:  Jason Jones replied 5 months ago.

In the "Device Status" field, what exactly does it say?

Customer: replied 5 months ago.
the exacf wording is this device is working properly
Expert:  Jason Jones replied 5 months ago.

Awesome, thank you.

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: ncpa.cpL
- Click the Ok button.
Which items are shown there?

Customer: replied 5 months ago.
wan miniport pppoe disconnected
qualcomm network cable unplugged
ethernet 2 realtek enabled
wifi asus enabled showing good signalstrenth
wifi 2 ralink enabled showiing good signal
Expert:  Jason Jones replied 5 months ago.

Right click the Ethernet 2 Realtek icon and choose Status and click the Details button. What is shown for the IP address and Gateway?

Customer: replied 5 months ago.
when click on details have empty box
Expert:  Jason Jones replied 5 months ago.

Do you have any computer on the network that can access the Internet? On that computer, do the following:

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?

Customer: replied 5 months ago.
ip 192.168.1.19
subnet 255.255.255.0
gateway 192.168.1.1
Expert:  Jason Jones replied 5 months ago.

Thank you. Let's see, if we can force the problem computer online.

On the problem computer, do the following:

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: ncpa.cpL
- Click the Ok button.
- Right click the Ethernet 2 Realtek network adapter icon.
- Click Properties
- Highlight INTERNET PROTOCOL (TCP/IP) V4
- Click the Properties button
- Choose the "Use the following IP Address"
- Enter the following information:
IP Address: 192.168.1.55
Subnet Mask: 255.255.255.0
Gateway: 192.168.1.1
- Choose USE THE FOLLOWING DNS SERVER ADDRESSES
- Enter 4.2.2.3 for the Preferred DNS server.
- Enter 4.2.2.2 for the Secondary DNS server.
- Click OK
- Click OK
- Restart computer

Once it restarts, check if you can get online or not. Once that is back, please update me.

Expert:  Jason Jones replied 5 months ago.

Also, do the following:

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: devmgmt.msc
- Click the Ok button.
- Click the plus sign next to Network Adapters

- Right click the Wan Miniport PPOE item and choose Uninstall.
- Uninstall the device.

Are you working now?

Customer: replied 5 months ago.
wan miniport no longer listed but still not connecting tried wifi also not connecting there either
Expert:  Jason Jones replied 5 months ago.

Did you enter the IP information manually?

Customer: replied 5 months ago.
Expert:  Jason Jones replied 5 months ago.

In the Network Connections window, is the Ethernet 2 Realtek item still showing as Enabled?

Expert:  Jason Jones replied 5 months ago.

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: services.msc
- Click the Ok button.

- Locate the "DHCP Client" item in the list. Does it indicate that it is Started or Not Started?

Customer: replied 5 months ago.
shows running and automatic
Expert:  Jason Jones replied 5 months ago.

At the problem computer, please do the following:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ping 192.168.1.55
- Press Enter

What are the results?

Customer: replied 5 months ago.
transmit failed
Expert:  Jason Jones replied 5 months ago.

Type the following and press enter: Ping 127.0.0.1

What are the results?

Expert:  Jason Jones replied 5 months ago.

Are you running Norton Internet Security software or any firewall software? If so, please disable it and test the network again.

Customer: replied 5 months ago.
ping results reply from 127.0.0.1bytes=32 time <1ms ttl=128
Expert:  Jason Jones replied 5 months ago.

Thank you. Are you running Norton Internet Security software or any firewall software? If so, please disable it and test the network again.

Customer: replied 5 months ago.
no norton had avg which was uninstalled when started having issues so only windows defender which wont let me disable
Expert:  Jason Jones replied 5 months ago.

When was the last time that the network worked?

Please, follow the instructions below to solve your problem:
- Hold both of the two following keys at the same time: Windows Key and the letter R key
- In the box that comes up, type the following and click OK: rstrui
- Choose to Restore to an earlier time > Click Next.
- Choose a date at least one week before you started experiencing your problem.
- Click NEXT > NEXT > NEXT.
- Your computer will restart and update me once you are complete.

Customer: replied 5 months ago.
I am going to have to come back to this later, I have an appointment I have to go to. Computer is still thinking
Expert:  Jason Jones replied 5 months ago.

OKay, thank you. I will be here.

Customer: replied 5 months ago.
one quick question, how can i set restore date further back than what is showing? Furthest date back is still after started having issue.
Expert:  Jason Jones replied 5 months ago.

You can try checking the box that says "Show earlier points". If it still doesn't show, then you cannot restore to an earlier time.