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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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I bought a new comp table but when i went to hook my comp up

Customer Question

I bought a new comp table but when i went to hook my comp up it wouldnt so i bought a router but now it says one or more protocals are missing what can i do to fix this
Submitted: 10 months ago.
Category: Computer
Expert:  Kamil Anwar replied 10 months ago.

Can you type me the full message you get about the missing protocols?

Customer: replied 10 months ago.
One or more network protocals are missing on this computer
Expert:  Kamil Anwar replied 10 months ago.

Which antivirus software are you running and which operating system? Thanks

Customer: replied 10 months ago.
Windows 10 defender
Expert:  Kamil Anwar replied 10 months ago.

Any third party anti virus like Kaspersky?

Customer: replied 10 months ago.
No
Expert:  Kamil Anwar replied 10 months ago.

Which computer are you using to talk to me?

Customer: replied 10 months ago.
My phone has 4g
Expert:  Kamil Anwar replied 10 months ago.

Are you able to connect the computer via Ethernet?

Customer: replied 10 months ago.
No was trying to hook it up
Expert:  Kamil Anwar replied 10 months ago.

Wi-Fi?

Customer: replied 10 months ago.
Just moved my com
Expert:  Kamil Anwar replied 10 months ago.

So there is no wifi only ethernet?

Customer: replied 10 months ago.
Just moved my computer and wont conect now
Customer: replied 10 months ago.
I have wifi
Expert:  Kamil Anwar replied 10 months ago.

I understand. BUT can you please tell me what i am asking for. How were you connecting previously (WiFi or via Ethernet)?

Customer: replied 10 months ago.
Cant conect to it tho
Customer: replied 10 months ago.
Wifi sorry
Expert:  Kamil Anwar replied 10 months ago.

Okay. Hold Windows Key and Press X. Choose Device Manager and let me know once there.

Customer: replied 10 months ago.
Im there
Customer: replied 10 months ago.
Ok im there
Customer: replied 10 months ago.
Did i loose you
Expert:  Kamil Anwar replied 10 months ago.

Scroll down and expand network adapters, and type me the names of the adapters here.

Customer: replied 10 months ago.
Realtec
Wan mini port(IKE v 2
Wanmini port (ip)
Wan miniport IPv6
Wan miniportL2TP
Wan mini port network moniter
Wan mini port PPOE
wan mini port pptp
Wan mini port SSTP
Expert:  Kamil Anwar replied 10 months ago.

Is there one which has the words 802.11 something?

Customer: replied 10 months ago.
Nope
Expert:  Kamil Anwar replied 10 months ago.

Does it just says Realtek?

Expert:  Kamil Anwar replied 10 months ago.

There should be more words next to it

Customer: replied 10 months ago.
realtec PCle GBE family controler
Expert:  Kamil Anwar replied 10 months ago.

This doesn't lists the wireless card, that means you were connecting to the internet via cable hooked up to your computer, right?

Customer: replied 10 months ago.
Earthinet i think via wifi
Expert:  Kamil Anwar replied 10 months ago.

Don't see wireless card in the list.

Expert:  Kamil Anwar replied 10 months ago.

Hold Windows Key and Press R. Type ncpa.cpl and click Ok. tell me if you see connected written next to any adapter? and how many adapters are shown there?

Customer: replied 10 months ago.
My ethernet network thing came up but says unidentified network
Realtec PCle GBE family controller
Customer: replied 10 months ago.
Dont see conected anywhere
Expert:  Kamil Anwar replied 10 months ago.

Okay. Please right click on it and choose Disable. Then restart your PC and go back here, to re-enable it by right clicking it, then test.

Customer: replied 10 months ago.
Ok
Customer: replied 10 months ago.
Test ? I have enable?
Customer: replied 10 months ago.
Still says unidentified network
Customer: replied 10 months ago.
Nothing?
Expert:  Kamil Anwar replied 10 months ago.

Power off earthlink router, then power it back on and then test.

Customer: replied 10 months ago.
Nothing
Expert:  Kamil Anwar replied 10 months ago.

Hold Windows key and Press X. choose command prompt, type ping 4.2.2.2 and hit the enter key. Then tell me what message do you get?

Customer: replied 10 months ago.
Ping request could not find host check the name and try again
Expert:  Kamil Anwar replied 10 months ago.

While moving, did you move or change anything with your earthlink router?

Customer: replied 10 months ago.
i bought a new router old one wouldnt conect thought it was bad
Customer: replied 10 months ago.
I can hook old one back up but samething happens
Expert:  Kamil Anwar replied 10 months ago.

I beleive you would need to call a technician from your ISP to configure your router.

Customer: replied 10 months ago.
Ok thanks
Expert:  Kamil Anwar replied 10 months ago.

Welcome.

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