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IT Miro
IT Miro, Computer Scientist
Category: Computer
Satisfied Customers: 3140
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
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My laptop internet explorer 11 stopped working. I turned explorer

Customer Question

My laptop internet explorer 11 stopped working. I turned explorer off and on and restarted and still. It keeps saying that this page can't be diaplayed.
I click on fix connections problem. It says probem found:
The remote device or resource won't accept the connection.
I know that my wireless is fine because I am using my other laptop now. I also tried wired connections and failed.
Submitted: 1 year ago.
Category: Computer
Expert:  Kamil Anwar replied 1 year ago.
Hello & Welcome to JustAnswer.
Please try this:
1. Hold windows key and press R
2. Type inetcpl.cpl
3. Click OK
4. Go to Advanced Tab
5. Select Reset
6. Put check on delete personal settings
7. Click Reset Again
Then test and let me know the results.
Thanks
Customer: replied 1 year ago.

after advanced tab, I cannot find reset

Expert:  Kamil Anwar replied 1 year ago.
Its under restore advanced settings, if it's not there then what do you see there?
Customer: replied 1 year ago.

Wait

Expert:  Kamil Anwar replied 1 year ago.
Click apply/ok and then test to see if it works?
Customer: replied 1 year ago.

I cannot find:

6. Put check on delete personal setting

Customer: replied 1 year ago.

I cannot find:



6. Put check on delete personal setting



I reset it anyway, restarted and still did not work
Expert:  Kamil Anwar replied 1 year ago.
Hold windows key and press R
type cmd and click ok
in the black window type
ping -t 4.2.2.2
HIT ENTER
and tell me what the reply is?
Customer: replied 1 year ago.

hold on, I tried it again and found delete personal settings. It is asking me to restart

Expert:  Kamil Anwar replied 1 year ago.
Okay, after that if it still doesn't work please do new instructions i sent above.
Customer: replied 1 year ago.

Pingping 4.2.2.2 with 32 bytes of data:

Reply from 4.2.2.2 bytes=32 time=30ms TTL=54

Reply from 4.2.2.2 bytes=32 time=32ms TTL=54

Reply from 4.2.2.2 bytes=32 time=31ms TTL=54

Reply from 4.2.2.2 bytes=32 time=29ms TTL=54

Reply from 4.2.2.2 bytes=32 time=30ms TTL=54

etc

Expert:  Kamil Anwar replied 1 year ago.
Which antivirus are you using?
Customer: replied 1 year ago.

Defender, Microsoft Essential. I had Malware too, but license expired. I just removed it.

Expert:  Kamil Anwar replied 1 year ago.
Do you have any other browser on this computer?
Customer: replied 1 year ago.

I had Mozilla and also failed. So I removed it

Expert:  Kamil Anwar replied 1 year ago.
It seems to be the issue with your antivirus softwares, you can only have 1 anti virus, if you have defender and essentials both they may be blocking the access. Can you try to disable both and then test?
Customer: replied 1 year ago.

I disabled both and reset and still no access

Expert:  Kamil Anwar replied 1 year ago.
Restart your computer and repeatedly tap F8 key
Once you see advanced boot menu, choose Safe Mode with networking
login to windows and see if internet explorer works there?
Customer: replied 1 year ago.

Still did not work.

Expert:  Kamil Anwar replied 1 year ago.
Go to Control Panel -> Programs & Features -> Uninstall A Program
From the left pane, choose View Installed Updates
Then in the list of updates, locate Internet Explorer, double click on it, and select Uninstall.
Then test
Customer: replied 1 year ago.

The list does not have Internet Explorer. It has a bunch of security patches like:

Security Update for Microsoft .NET Framework 4.5.1

Expert:  Kamil Anwar replied 1 year ago.
type explorer only, and then see it if pulls up
Customer: replied 1 year ago.

Now, I have Explorer 8. I tried rebooting and starting in safe mode + Networking. Did not work.

I tried to start Windows Normal, I got this message:

There was a problem sending the command to the program

No internet yet

Customer: replied 1 year ago.

Is there a free antivirus and anti spam software that I can download on my working laptop, copy it to a flash drive and move it to the laptop that does not have internet? other than Malware

I tried doing that with Panda and failed. Panda wants internet connection to work

Expert:  Kamil Anwar replied 1 year ago.
John
Will you be able to connect me remotely to your system by download teamviewer on a usb and running it on the computer in question?
Thanks
Customer: replied 1 year ago.

yes, I can try. Where teamviewer?

Expert:  Kamil Anwar replied 1 year ago.
Download the setup from here to a usb and copy it to the computer in question; then run the setup. You should see an ID and a Password.
Type that to me here:
https://www.teamviewer.com/en/download/windows.aspx
^^
Customer: replied 1 year ago.

Basic installation?

Customer: replied 1 year ago.

I am getting an error:

The TeamViewer service could not be started. The installation will be continued

Expert:  Kamil Anwar replied 1 year ago.
Hold windows key and press R
type msconfig and click OK
click the services tab
and select enable all
then reboot Pc and test.
Customer: replied 1 year ago.

Still not working

Expert:  Kamil Anwar replied 1 year ago.
please follow steps here and change your dns to 8.8.8.8 and 8.8.4.4
then test DNS_PROBE_FINISHED_NXDOMAIN
Customer: replied 1 year ago.

I am sorry. I donot understand what you want me to try.

Expert:  Kamil Anwar replied 1 year ago.
Hold windows key and press R
type ncpa.cpl and click ok
you will see your network adapter, wireless or local lan, connected.
right click on it and select properties
choose tcp ipv4 (internet protocol version 4), just click it once
then click properties
scroll down to bottom and put check on manually select dns servers
in the primary dns server box type 8.8.8.8
in the alternate dns server address box type 8.8.4.4
click ok, and ok again to exit out, then test.
Customer: replied 1 year ago.

Still cannot connect

Expert:  Kamil Anwar replied 1 year ago.
when did the internet stop working and after what (if anything was changed)?
Customer: replied 1 year ago.
After I started getting some malware. I updated my Malware and removed all
Expert:  Kamil Anwar replied 1 year ago.
Can you uninstall all anti virus/security products and then test?
Customer: replied 1 year ago.

Done, still the same problem

Expert:  Kamil Anwar replied 1 year ago.
Hold windows key and press R
type rstrui.exe and click ok
click next, put check on show more restore points
and tell me which restore points (by dates) are available?
Customer: replied 1 year ago.

Restore point available date is yesterday. I tried it and was not successful.I need to do a factory reset. I donot have the original disk. I tried F11 during restart and did not go back to factory settings. Any other suggestions?

The laptop is HP625, AMD Athlon II, Dual Core Processor 2.2 GHz

64-bit Operating System, Windows 7 Home Premium

Expert:  Kamil Anwar replied 1 year ago.
We need to create a bootable usb or disc to do this. Do you have a usb or a disc available? Also, does the HP allows you to boot from usb?
Customer: replied 1 year ago.
Relist: Incomplete answer.
I like someone else to help me on this.
Expert:  IT Miro replied 1 year ago.

Hello! I am IT Miro and I will assist you on this question.


I've read the chat history between you and the previous Expert.

Regarding System Restore: if you selected "Recommended Restore", which is usually one or two days old, please start System Restore again and select "Choose a different restore point" instead. On the next screen, check the "Show more restore points" check-box located at the bottom. It should show you several restore points you can choose.

Choose the oldest one and see if it will restore back to that date.

Let me know the results.
Customer: replied 1 year ago.

I checked the one on the left bottom Show more restore points. The oldest is only 2 days old. I already tried that.

Expert:  IT Miro replied 1 year ago.
Was the restoration unsuccessful or it was successful, but the problem remained?
Customer: replied 1 year ago.

It was successful, but the problem remained

Expert:  IT Miro replied 1 year ago.
OK.

Since you were able to ping 4.2.2.2 IP address, it means that your computer is connected to the Internet, but full connection cannot be established for some reason.

Please check if any of the installed programs can access the Internet, or all of them report that there is no Internet connection.
Customer: replied 1 year ago.

None of the games are able to access the internet

Expert:  IT Miro replied 1 year ago.
Thanks for checking.

I suggest running an offline virus removal tool so that you can scan your computer for viruses. This problem could be caused by a virus or malware infection.

You can do that using the Kaspersky Virus Removal Tool 2015. You can download it on this link:

http://www.kaspersky.com/antivirus-removal-tool?form=1

Use a removable USB flash disk drive to transfer it to the computer with the Internet connection problem. Run it there and check if there are any threats found.

Note: before you click the "Start scan" button, click on "Change preferences" and check the System drive check-box. Click OK and then click the "Start scan" button.

Let me know the results.
Customer: replied 1 year ago.

I ran it, restarted and ran it again. Only 1 threat was deleted. Trojan Downloader. I tested IE and again and still did not work.

2. Typed inetcpl.cpl
3. Clicked OK
4. went to Advanced Tab
5. Selected Reset
6. Put check on delete personal settings
7. Clicked Reset

and tested and still noting

Expert:  IT Miro replied 1 year ago.

Since none of the programs/games can access the Internet, the problem is in the global network settings, not in Internet Explorer.

We need to find the cause of the problem and remove it.

Let's run a few more ping tests.

1. Click the Windows Start button and type cmd into the search box and press Enter(or start Command Prompt by clicking Start > All Programs > Accessories > Command Prompt)

2. A black window named Command Prompt will open. There type:
ping 8.8.8.8
and press Enter

It will display the results. Check if it says "Reply from..." or "Request timed out".

3. After that, type:
ping www.google.com
and press Enter

Check if it says "Reply from..." or "Request timed out".

Let me know the results for both tests.

Customer: replied 1 year ago.

Yes, the first one I got 4 lines of reply:

Reply from 8.8.8.8 : Bytes=32 ....

The second time I got

Reply from 74.125.21.106 bytes=32...

Expert:  IT Miro replied 1 year ago.
Hmm.

Those results say that your Internet connection is fine.

Please open Internet Explorer and visit this web page / IP address:

http://74.125.21.106

Let me know what happens.
Customer: replied 1 year ago.

till the same message:

Internet Explorer cannot display the webpage

Expert:  IT Miro replied 1 year ago.
Hi!

Please download a program named AdwCleaner and then transfer it to the computer with the Internet connection problem. It will scan for known threats and remove them.

Start it and click on the Scan button. After that, click on the Cleaning button. If threats were found, a restart will be required to fully remove them.

After the restart, check if Internet Explorer and other programs and games can access the Internet.

AdwCleaner download link:

http://tinyurl.com/LK49358

Let me know the results.
Expert:  IT Miro replied 1 year ago.
Hi again!

I am following up with you to check the status of the Internet problem.

Is your computer able to fully connect to the Internet now, or the problem is still there?

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