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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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I cannot access Internet with my, Netgear router. Windows 10

Customer Question

I cannot access Internet with my
JA: Can you describe your network setup (devices and cables used)?
Customer: Netgear router. Windows 10 desktop. Router has accessed other devices through all ports. Cables have been interchanged to verify their functionality. This narrows the problem down to hardware or software in my desktop computer.
JA: What happened right before this popped up?
Customer: So I downloaded from my notebook, which I am now using, Driver Support, from your website.
JA: What troubleshooting have you tried?
Customer: Then transferred via thumbstick to my desktop. But when I try to install it, it doesn't install, because it needs to access the Internet. If I could access the Internet I wouldn't be going through all of this in the first place. How do I install new drivers?
JA: Anything else you want the network expert to know before I connect you?
Customer: No.
Submitted: 5 months ago.
Category: Networking
Customer: replied 5 months ago.
This narrows the problem down to software or hardward in the desktop. I downloaded to my laptop (which I am now using) DriverSupport.exe, then transferred to my desktop via thumbstick. When I tried to install on my desktop, it said something like "cannot access Internet." I knew that!!!! If I could access the internet from my desktop, I wouldn't be doing all of this. HOW CAN I INSTALL, OR LEAST CHECK THE INTEGRITY OF NETWORK DRIVERS ON MY DESKTOP IF IT CAN'T ACCESS THE INTERNET?
Expert:  Byron replied 5 months ago.

Hi. My name is***** your for your question and the opportunity to assist.

Do this on your Windows 10 machine:

Click the start menu button and open Settings (the gear icon)

On the Settings page click Network & Internet

From the vertical menu on the left side of the page select Status

At the bottom of the page click
Network Reset>>Reset Now

The process takes about 5 minutes and requires a restart (you'll get a notification at the 2-minute-to-restart mark)

Once the process has finished try connecting again.

Let me know the result please.

Expert:  Byron replied 5 months ago.

If the network reset didn't get you connected try setting your system files back to a date

when you could connect to the internet.

Right click on the start menu button and select Run.

The Run box will open.

In the text area type: rstrui.exe and click OK.

System Restore will open.

Click Next. Put a checkmark in the Show More Restore points box if you see it.

Select a restore date when the computer was connected to the internet and click Next

and then Finish.

Continue through the warning and the restore will run.

After the restore is complete check if you can get connected.

Customer: replied 5 months ago.
Clicked STATUS. Error message "You are not connected to any networks." The indicator lights on the front of the NETGEAR router indicate a cable is connected. At the cable port on the desktop, a small red indicator light at the upper left of the port is on continually. A small orange (yellow?) light at the bottom left of the port blinks at about 2 sec. frequency. Don't know what this means. HP Pavillion p6-2120 desktop computer.
Expert:  Byron replied 5 months ago.

Right-click the start menu button and open Device Manager.

Expand the entry for Network Adapters.

You should see the LAN adapter listed.

Right-click on it and select Properties.

What does it say in the Status window?

Customer: replied 5 months ago.
Realtek PCIe GBE Family Controller
Location: PCI bus 3, device 0, function 0
This device is working properly
Expert:  Byron replied 5 months ago.

If the network reset didn't get you connected try setting your system files back to a date

when you could connect to the internet.

Right click on the start menu button and select Run.

The Run box will open.

In the text area type: rstrui.exe and click OK.

System Restore will open.

Click Next. Put a checkmark in the Show More Restore points box if you see it.

Select a restore date when the computer was connected to the internet and click Next

and then Finish.

Continue through the warning and the restore will run.

After the restore is complete check if you can get connected.

Customer: replied 5 months ago.
Restore system files and settings. BIG RED X.
System Restore does not appear to be funtioning correctly.
A Volume Shadow Copy Service component encountered unexpected error. ..... (0x80042302)
Expert:  Byron replied 5 months ago.

This computer sounds like it's in bad shape. What happened prior to all this?

Customer: replied 5 months ago.
It had been running slower and slower, and for a couple of weeks I could not access internet. (Used wifey's computer.) Then last eveing I found an old (2011) Support.Com scan-and-correct CD. I ran that, which cleared up some problems, but not this one.
What do you suggest I do? I can't access any on-line support, if I can't get on-line.
Expert:  Byron replied 5 months ago.

I'd recommend resetting Windows 10 using the Keep My Files option.

Customer: replied 5 months ago.
OK, thanks. But give me some steps, please.
Customer: replied 5 months ago.
Do you mean "reinstalling Windows 10."?
Expert:  Byron replied 5 months ago.

Yes. It's pretty straightforward.

Click the start menu button and open Settings.

click Update & Security

From the vertical menu on the left click Recovery.

On the right, under Reset this PC, click Get Started.

Expert:  Byron replied 5 months ago.

You'll see screens telling you exactly what will happen.

Customer: replied 5 months ago.
I use two monitors. LH is my "desktop". RH is my working monitor. I clicked Update & Security. RH monitor went totally blank. I waited a few minutes, check game score (Alabama:17 Clemson 13 late in 3rd qtr), came back and RH monitor is still blank.
Customer: replied 5 months ago.
Error in previous msg. Clemson 14.
Expert:  Byron replied 5 months ago.

I guess that was an extra point.

Is the reset running?

Customer: replied 5 months ago.
I don't know how to tell directly. So I went to Task Manager. It shows
Apps(3). Bkgrnd Processes (34), Windows Processes (20). (I've never seen anything like this before.) None of them say "Reset".
Now: Ala 24. Clemson 14.
Expert:  Byron replied 5 months ago.

You got this screen after clicking Update & Security ?

Is that the Task Manager window? Sure sounds like it.

Expert:  Byron replied 5 months ago.

This is what you should see after clicking Update & Security (attachment below)

Customer: replied 5 months ago.
No. After clicking Update and Security, my RH monitor went totally blank - and is still totally blank. I never did see a vertical LH window that would let me select Recovery. That's when I looked at Task Manager.
Expert:  Byron replied 5 months ago.

Hold down the Windows logo key and press P and select PC Screen Only

Customer: replied 5 months ago.
That apparently turned the RH monitor off. Now what? Do I go back to the Update and
Security?
Expert:  Byron replied 5 months ago.

Yes

Customer: replied 5 months ago.
I get the Windows Setting sceen. I click Update and Security, and the Windows Setting screen goes away. No vertical LH panel that would let me select Recovery
Customer: replied 5 months ago.
All of the other options on the Windows Setting screen (System, Devices, Network & Internet, etc.) show another screen, with relevant selecftions. Only Update & Security fails to show another screen.
Customer: replied 5 months ago.
In the text box under the screen title Windows Settings, I can type Recovery. I have not pressed enter to acftivate that, however. Might that work?
Expert:  Byron replied 5 months ago.

One moment please.

Expert:  Byron replied 5 months ago.

Restart the machine such that you are looking at the login screen, but don't log in.

Hold down and keep holding the Shift key and click the Power icon in the lower right corner and select Restart.

Keep the Shift key down until the Choose an Option screen comes up and then release it.

click Troubleshoot

click Reset this PC

click Keep my Files

install to the drive where Windows is installed, if asked

Customer: replied 5 months ago.
Okay, here's the results. I restarted, but never did receive a log in screen where I could skip logging in. It went all the way to my normal desktop. Even it it had have permitted me to skip logging in, I don't see a Power icon in the lower RH corner. The icons there, reading R-to-L are: "Touch Keyboard", "Audio Service (not running)", "Safely remove hardware and eject Media", and "Error - click for more info."
So I decided to try Restart again. This time I get an error message never seen before: "CRITICAL ERROR. Your Start menu isn't working. We'll try to fix it the nexdt time you sign in." BUTTON: "Sign out now." I have NOT clicked on that.
Expert:  Byron replied 5 months ago.

Do you know the password ***** log in to the computer if you need to?

Customer: replied 5 months ago.
I might have it someplace, but it would take a lengthy search, with no assurance of success.
Sorry about that.
Expert:  Byron replied 5 months ago.

Let me think on this.

Customer: replied 5 months ago.
Byron, good news. I went ahead and clicked on the Sign Out Now. Several things happened, but eventually the computer got to the log in screen with the power button in the lower RH corner. Then I followed your steps to run Reset and Keep My Files. Now I'm looking a screen titled
Reset the PC, and its asking me for a password. There's a CONTINUE button, and a line of text saying Change Keyboard Layout. I don't have a reason to do that. What will happen if I click CONTINUE without entering a password?
Expert:  Byron replied 5 months ago.

You won't get in.

Customer: replied 5 months ago.
does that mean "find the password ***** scrap the computer."? Can I continue this session in the morning, probably with a different technician. BTW, you have been GREAT!
(Clemson 35, Ala 31. On last play of game.)
Expert:  Byron replied 5 months ago.

Don't scrap the computer. We'll continue in the morning. I'll be here.

Customer: replied 5 months ago.
How do I reconnect with you in the morning to resume the session?
Expert:  Byron replied 5 months ago.

In your email you'll have justanswer email saying i responded to your question.

In the body of the email is an orange box that says View Response

click on that and it will return you to this page.

Expert:  Byron replied 5 months ago.

Good morning. See if you are able to perform these steps. Right-click on the start menu button and select Run.

The Run box will open.

In the text area type: ms-settings: (the colon is mandatory) and click OK.

In the Settings window

click Accounts

click Family & other people

click Add someone else to this PC

click I don't have this person's sign-in information

click Add a user without a Microsoft account

create a user name

create a password ***** enter it twice

create a password ***** and click Next

You'll then see the account listed

click on it and click on Change account type

change Account Type to Administrator and click OK

Restart the computer and sign in as the new user.

Let me know if the internet connection starts working or if the start menu works

when logged in as the new user.

Expert:  Byron replied 5 months ago.

Any luck creating the new user account?

Customer: replied 5 months ago.
Good morning, Byron. (I hope you are there). Continuing from last evening's exchange.
Last evening when I got to the "Reset this PC" screen, it asked me for a password. I failed to ask you whether that meant a password ***** the computer itself (HP Pavillion) or a password ***** Windows 10. But I find neither (and I have done an exhaustive search this morning.)
The morning when I get to the "Reset this PC" screen, it doesn't even get to the asking for password ***** In stead, I get a message "There was a proglem resetting your PC. No changes were made."That's where I am. What next?
Expert:  Byron replied 5 months ago.

Can you create a new user account using the instructions I posted above your last reply?

Customer: replied 5 months ago.
First try of Run ms-settings: rec'vd message "Package could not be registered."
Second try. Got to Windows Settings screen / Accounts / Family and Other People
"Add someone else to this PC" failed to respond. Several trials. Pressed back-arrow and repeated the steps, starting with Accounts. Same results
Expert:  Byron replied 5 months ago.

That PC's a bit messed up. Check this for me. Open

Settings>>>System>>>About at the bottom and tell me the version

number of Windows 10?

Customer: replied 5 months ago.
Windows 10 Home
Version 1607
OC Build: 14393.447
Product ID: 00326-10000-00000-AA879
Processor (0 processors) ?????
Installed RAM 6.00 GB (5.48 usable)
64-bit OS
No pen or touch input
Expert:  Byron replied 5 months ago.

Thanks. That's the latest version number.

When you ran Reset this PC did you select the Keep my Files option

or did you select the Remove Everything option?

Customer: replied 5 months ago.
Keep my files open
Expert:  Byron replied 5 months ago.

Thank you. You can copy your files and document off the machine to a flash drive or external hard drive

and try the remove everything option and see if it will complete.

Customer: replied 5 months ago.
Keep my files open. If my memory is correct that was last evening when I went through Update and Security. We haven't done that this morning.
Expert:  Byron replied 5 months ago.

When you select Reset this PC and then click Keep my Files it will ask for your password.

If you select Reset this PC and click Remove Everything it won't.

Expert:  Byron replied 5 months ago.

On another Windows computer, with a 4GB or larger flash drive you can click Download Tool Now

and run the tool and create a Windows 10 installation flash drive you can use to try to re-install Windows 10 on top of itself.

https://www.microsoft.com/en-us/software-download/windows10

I'm not sure if this will work since you already have version 1607.

You could also boot from this flash drive and install it that way.

It will create a folder called Windows.Old with your files in it but sometimes things go missing

when you do it that way.

Customer: replied 5 months ago.
I'll offload files and documents to a DVD, then go the Remove Everything route.
Expert:  Byron replied 5 months ago.

Ok. If Windows balks at this, create the flash drive.

Expert:  Byron replied 1 month ago.

Hi. Were you able to get the back up and running?

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