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Dan
Dan, Network Administrator
Category: Networking
Satisfied Customers: 1842
Experience:  25 years experience as computer tech and network administrator. Comp TIA A-Plus Certified.
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Computer can not find router, yes, not sure what you mean,

Customer Question

Computer can not find router
JA: Have you tried "power cycling" your router -- unplugging it and letting it rest for about ten seconds?
Customer: yes
JA: What happened right before this popped up?
Customer: not sure what you mean
JA: What troubleshooting have you tried?
Customer: changed cables tried to reinstall router
JA: Anything else you want the network expert to know before I connect you?
Customer: no
Submitted: 8 months ago.
Category: Networking
Expert:  Dan replied 8 months ago.

Hello and thank you for your question. I look forward to assisting you today. Can you tell me please the make and model of the computer, what version of Windows you are using and how you are connecting to the router?

Customer: replied 8 months ago.
HP 500-590 desktop Windows 10 Pro conected hardwire currently running with WiFi through my cellphone
Customer: replied 8 months ago.
Linksys EA 7500 is the router I am going through hopefully
Expert:  Dan replied 8 months ago.

Okay. If you are connected to the router via a network LAN cable, disable your wireless first then we can go from there.

Customer: replied 8 months ago.
Ok it is disconnected
Expert:  Dan replied 8 months ago.

Now right click on the Windows start icon and select Control Panel then Network and Sharing Center.

Customer: replied 8 months ago.
Got it
Expert:  Dan replied 8 months ago.

Click on Change Adapter Settings then right click on your Ethernet adapter and select properties.

Expert:  Dan replied 8 months ago.

Double click Internet Protocol Version 4 and make sure both fields are set to auto.

Customer: replied 8 months ago.
Got it they are
Expert:  Dan replied 8 months ago.

Good. Now close those windows, right click on the start icon again and select Command Prompt (Admin)

Expert:  Dan replied 8 months ago.

At the prompt type ipconfig and tell me what you get back.

Customer: replied 8 months ago.
34;Up is not recognized as an external or internal command
Customer: replied 8 months ago.
That was supposed to be IP
Expert:  Dan replied 8 months ago.

Make sure you selected Command Prompt (Admin) and not just the Command Prompt.

Customer: replied 8 months ago.
I put in up config as 2 words. Corrected that. It shows media disconnected
Expert:  Dan replied 8 months ago.

Okay so you may have a problem with the network cable or with the router. Do you have any other devices connected to it?

Expert:  Dan replied 8 months ago.

Check the LAN port on the router and make sure the connection is good.

Customer: replied 8 months ago.
I disconnected 2 other wires and the green light is on steady from computer
Expert:  Dan replied 8 months ago.

Try the ipconfig again.

Customer: replied 8 months ago.
Still says media disconnected
Expert:  Dan replied 8 months ago.

Try from one of the other computers to rule out a problem with the router or swap LAN ports your current cable is plugged in to.

Customer: replied 8 months ago.
Unplugged this computer plugged in a different one. The other one would not connect either.
Expert:  Dan replied 8 months ago.

Is this a new router?

Expert:  Dan replied 8 months ago.

You are plugged into one of 4 ethernet ports correct?

Customer: replied 8 months ago.
About a month old. It was working but it quit about 3 days ago
Customer: replied 8 months ago.
port 2
Expert:  Dan replied 8 months ago.

Okay. Try this then; press and hold the reset button on the back until the power LED starts flashing. This will reset the router back to factory.

Customer: replied 8 months ago.
I will try that
Expert:  Dan replied 8 months ago.

Let me know.

Customer: replied 8 months ago.
Still getting same results. The green lights are staying on steady
Expert:  Dan replied 8 months ago.

Well I would have to say your router has died then. I would suggest you return and exchange it.

Customer: replied 8 months ago.
Ok I will see about how to get it exchanged thank you for your help.
Expert:  Dan replied 8 months ago.

My pleasure. Good luck!

Expert:  Dan replied 8 months ago.

I see you have given me a negative rating. Was there a problem I could have addressed and corrected?

Customer: replied 8 months ago.
You have allready told me that my router is junk. I don't need your services any more.
Expert:  Dan replied 8 months ago.

I don't understand then what the problem is? I explained your router is most likely defective and you should exchange it, but I have not had any contact with you since chatting with you last evening?

Customer: replied 8 months ago.
Why should I stay in contact with you? You did not help me with my problem!!
Expert:  Dan replied 8 months ago.

Did you exchange the router? Is it possible you are referring to the automated response coming from the web site?

Customer: replied 8 months ago.
I did not exchange the router!! I called someone who knows what they are talking about and my router works fine now !
Expert:  Dan replied 8 months ago.

No need to be insulting! Attempting to troubleshoot remotely can be a challenge at best sometimes. We do not always get the best information and can only go by what the customer is telling us. All you need to do was come back to indicate the problem was solved and request a refund. I will gladly to that for you now. Have a nice day!

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