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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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I have a gateway 17", windows 10 that was working fine for

Customer Question

I have a gateway 17", windows 10 that was working fine for about 1 year & now wont pick up internet connection, even with eathernet cable. Made sure Wifi is on. Have 2 other computers working fine & pick up the signal any suggestions. Thanks Tommy Burton
Submitted: 1 month ago.
Category: Networking
Expert:  Jason Jones replied 1 month ago.

Hello,
I am the person that will be helping you today.

Please, do the following 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?
Please, send your reply below in the box. After you type your message, click the Send button.

Thank you,
Jason

Customer: replied 1 month ago.
Hello Jason
When I put in ipconfig it says media state media disconnected 2nd line says media state disconnected connection specific dns suffix attlocal.net
4.2.2.3 is not recognized internal or external command
when I put in pingred.com says pingred is not recognized internal or external command
Expert:  Jason Jones replied 1 month ago.

4.2.2.3 is not the command.

The command is: ping 4.2.2.3

Please, run that command.

Customer: replied 1 month ago.
Sorry Jason
Ping: transmit failed. General Failure 4 lines saying the same thing top line pinging 4.2.2.3 with 32 bytes of data
Expert:  Jason Jones replied 1 month 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
- Right click the Local Area Connection Adapter's Icon
- Choose Uninstall. Uninstall Device.

--- Repeat the last two steps for every device under the "Network Adapters" heading.
- Right click another item in the list and choose "Scan for Hardware Changes"
- Choose to automatically install the device (click next > next > Finish)

Once that is complete, restart the computer once, and test if the Ethernet connection is now working or now.

Customer: replied 1 month ago.
found the network adapters has a >has on first line Atheros wireless network adaptor
2nd line giabit Ethernet controller ndis 6.30
Expert:  Jason Jones replied 1 month ago.

Okay. Uninstall all of the items under the "Network Adapters" heading.

- Right click another item in the list and choose "Scan for Hardware Changes"

- Choose to automatically install the device (click next > next > Finish)

Restart the computer and test it once more.

Customer: replied 1 month ago.
there are 10 different line items under network adaptors. do I do all 10 of them?
Expert:  Jason Jones replied 1 month ago.

Yes.

Customer: replied 1 month ago.
there are no network adaptors left on the screen, were do I go to scan for hardware changes
Expert:  Jason Jones replied 1 month ago.

Please, just restart the computer. Thank you.

Customer: replied 1 month ago.
have restarted computer
Expert:  Jason Jones replied 1 month ago.

Thank you. Once it is back up, test the Internet.

Customer: replied 1 month ago.
no now I have a yellow triangle in the right hand of computer no internet
Expert:  Jason Jones replied 1 month ago.

What is the "right hand of computer"?

Customer: replied 1 month ago.
down in bottom right hand where the internet signal is and time
Expert:  Jason Jones replied 1 month ago.

- 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?

Customer: replied 1 month ago.
ip subnet mask 255.255.0.0
ping 4.2.2.3 transmit failed general failure
ping red.com is not reconized as internal or external
Expert:  Jason Jones replied 1 month ago.

WHat is the IP address?

Customer: replied 1 month ago.
ip autoconfiguration ipv4 169.254.107.244
Expert:  Jason Jones replied 1 month ago.

Okay. The computer is still plugged into the modem or router with an Ethernet cable, correct? Restart the computer one more time and test the Internet.

Customer: replied 1 month ago.
still not connecting still has yellow triangle in the internet at the bottom right hand corner
Expert:  Jason Jones replied 1 month ago.

Do you have a different ethernet cable you can use to connect the computer to the modem? If so, please use the new cable and test it.

Customer: replied 1 month ago.
no sir I don't is there any way you can get into my computer
Expert:  Jason Jones replied 1 month ago.

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 your issue will be gone.

Customer: replied 1 month ago.
do I go to configure or create
Expert:  Jason Jones replied 1 month ago.

You go to "Restore to an earlier time"

Customer: replied 1 month ago.
Jason it does not say that it says no restore points have been created on your computer and does not give me a date to restore to. all it has is create or configure do u want me to call you
Expert:  Jason Jones replied 1 month ago.

That means that you didn't have Restore Setup. Let's forget about that option.

May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Once remoted into a working computer, I can then walk you through the manual setup on the problem computer.

Expert:  Jason Jones replied 1 month ago.

Follow the instructions below to begin the remote helping screen.

Remote page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 10 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)