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ChrisC
ChrisC, Computer Enthusiast
Category: Computer
Satisfied Customers: 1891
Experience:  Over 15 years experience as a computer technician.
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I have a dell lattitude E6000

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I have a dell lattitude E6000 that all of a sudden will not connect to the internet. I ran adware and removed a bunch of items, I ran avg virus protection. I tried to re establish my interent connection to no avail

ChrisC :

Hi, my name is XXXXX XXXXX I'll be happy to help you today!

ChrisC :

Let me know once you are in chat and we can troubleshoot

JACUSTOMER-moretipa- :

I am here

ChrisC :

ok great

ChrisC :

What version of windows are you running?

JACUSTOMER-moretipa- :

window 7 pro

ChrisC :

ok great do this. Go to start and in the little search box type "cmd"

JACUSTOMER-moretipa- :

it's my grandson's laptop. He let the virus protection expire

ChrisC :

once the command prompt comes up type in the following

ChrisC :

ping google.com

ChrisC :

No worries

JACUSTOMER-moretipa- :

I am typing in cmd and its shows programs cmd pr 2 files gpt or setup

ChrisC :

were looking for command prompt

ChrisC :

or just cmd

ChrisC :

should be a black icon

JACUSTOMER-moretipa- :

ok- found it. I typed in ping google.com

ChrisC :

ok is it replying or saying something else??

JACUSTOMER-moretipa- :

it says ping request could not find host

ChrisC :

ok lets do this

ChrisC :

type in

ChrisC :

ipconfig

ChrisC :

Tell me what it says for default gateway

JACUSTOMER-moretipa- :

ok I did and it brought up a lot of stuff

JACUSTOMER-moretipa- :

default gateway is 2620:9b::1900:1

ChrisC :

ok let me ask

ChrisC :

youre connecting wirelessly right?

JACUSTOMER-moretipa- :

and a second line below that says 25.0.0.1

JACUSTOMER-moretipa- :

yes. I tried both wirelessly and connected but need the wireless for my grandson

ChrisC :

Did it work vie the cable or still didnt work?

JACUSTOMER-moretipa- :

no it still did not work

ChrisC :

hmm

ChrisC :

ok heres what it sounds like is happening

JACUSTOMER-moretipa- :

I don't understand it. I've set up a lot of other wireless devices so I know the password XXXXX XXXXX

ChrisC :

It sounds like the virus probably wiped out the system files responsible for networking

JACUSTOMER-moretipa- :

ok

ChrisC :

I think you are probably doing everything correctly

ChrisC :

I just think the virus did a lot of damage

JACUSTOMER-moretipa- :

so how can I fix that

ChrisC :

Do you by any chance have the recovery disks that would have come with the machine?

JACUSTOMER-moretipa- :

I have the reinstall disc that came with the computer. I was hoping not to have to do a full restore but will if necessary

ChrisC :

I think it may be necessary

JACUSTOMER-moretipa- :

The disc says for reinstallation not restore\

JACUSTOMER-moretipa- :

I backed up the computer on dvd but if I do a full restore can I use the backup files to put some of my grandson'sstuff back on or will it change the restore

ChrisC :

You should be able to use the backup

ChrisC :

What the reinstall will do is make it like it was when it was brand new

ChrisC :

Then once that is done you just restore any files from abckup

ChrisC :

Does that make sense?

JACUSTOMER-moretipa- :

Yes, I know that. But I did the backup of his files after it wouldn't connect. It's okay to use that

ChrisC :

You did it after the virus scans correct?

JACUSTOMER-moretipa- :

yes

ChrisC :

Then it should be fine

ChrisC :

There shouldnt be any risk of reinfection

ChrisC :

I dont think the issue is that you are still infected

JACUSTOMER-moretipa- :

but I did it before the adware scan

ChrisC :

I think its ore that needed files were damaged by the infection

ChrisC :

It may not be a bad idea to scan the files

ChrisC :

but from what you are descrbing it sounds like you should be ok

JACUSTOMER-moretipa- :

So di I just put the disc in or what, it's been a while since I had to do this with a computer

ChrisC :

WHat you should do is put the disk in and then reboot. It should actually boot to the disk

JACUSTOMER-moretipa- :

Nope. it didn't. I'm trying again.

ChrisC :

ok you may see a key to press for boot options?

JACUSTOMER-moretipa- :

is it f8 or f11

JACUSTOMER-moretipa- :

I got to the screen where it says repair your computer

JACUSTOMER-moretipa- :

safe mode

ChrisC :

Ok thats the boot menu for Windows

ChrisC :

Lets try this

ChrisC :

just go on and boot it all the way up and then put the cd in

ChrisC :

See what comes up on the screen

JACUSTOMER-moretipa- :

safe mode with networking, sage mode with command prompt , enable boot logging, enable low resolution video, last known good configuration, directory services restore mode, debugging mode, disable automatic restart on system failure, disable driver signature enforcement or start windows normally

ChrisC :

FYI the boot menu key for dell is usually F12

JACUSTOMER-moretipa- :

Like i said it's been awhile. It says it's loading fiels

ChrisC :

No worries

JACUSTOMER-moretipa- :

I hope not lol, I've been at this for awhile now and the Grandson will be home in a couple hours. Hoping I can have it done for him

ChrisC :

I think if we can get the reinstall going we should be good

JACUSTOMER-moretipa- :

It's still saying loading files, does this take awhile

ChrisC :

WHat does the screen look like

ChrisC :

What sort of colors
"?

JACUSTOMER-moretipa- :

black with a solid white line at the bottom and the lettering windows is loading files and now it shows system recovery options

ChrisC :

ok thats not where we want to be

ChrisC :

Reboot the machine

ChrisC :

As soon as it comes on start tapping F12

ChrisC :

You should get a boot device menu where you can select the cd drive

JACUSTOMER-moretipa- :

we don't want to do startup repair?

ChrisC :

No thats not what we want for this one

JACUSTOMER-moretipa- :

ok-rebooting and pressed f12 and boot from the cd correct?

ChrisC :

Yes

ChrisC :

If we can get it to boot to the cd then you should be able to load Windows

JACUSTOMER-moretipa- :

ok windows is loading files

ChrisC :

perfect

JACUSTOMER-moretipa- :

I can see a progress bar

ChrisC :

thats what we want

ChrisC :

You should get an install Window

JACUSTOMER-moretipa- :

Why did we not want start up repair? Would that not have cured the rpoblem

ChrisC :

No thats for if Windows will n to boot

ChrisC :

It will boot

ChrisC :

just wont get on the network

JACUSTOMER-moretipa- :

oh ok

ChrisC :

What version of Windows is it again?

JACUSTOMER-moretipa- :

7 pro

ChrisC :

Im going to get you a link to a tutorial which will walk you through the whole install with screen shots

ChrisC :

ok one sec

JACUSTOMER-moretipa- :

thanks

ChrisC :

Ok great here we go. Click here

ChrisC :

That will walk you trhough every screen you are going to encounter

JACUSTOMER-moretipa- :

Ok thanks

ChrisC and 8 other Computer Specialists are ready to help you
Customer: replied 3 years ago.

I found out after I had completely restored the operating system and the laptop still would not connect to the internet that is was because the wireless on/off switch was in the off position. Therefore I restored the operating system for no reason and lost all my grandson's files. I'm extremely upset.

Hi again Becky,

From our conversation it seemed to me that the issue was software related. Most computers do not have a hardware wireless switch, so I admit that it didn't occur to me to have you check that but it should have before we took the steps to run the recovery.

However, you indicated to me that you had a back up of all your essential files. If that were not the case I would not have suggested running the recovery, at least not at that stage of troubleshooting. I certainly hope you were able to find everything you needed in your back up!
Customer: replied 3 years ago.

Baloney. You asked me if I had the recovery disc before anything was even mentioned about a back up disc of his files. You told me you felt the virus did the damage. Fine, I will file a complaint. You leave me no choice.

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