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Ask Andy Your Own Question

Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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No internet connection on my laptop. I unpluged the modum

Customer Question

No internet connection on my laptop.
JA: Have you done a bandwidth test?
Customer: I unpluged the modum for 5 minutes as instructed. Yhen pluged it back in.
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: No
Submitted: 3 months ago.
Category: Computer
Expert:  Cody replied 3 months ago.

Hello. My name is ***** ***** I will be assisting you today.

Expert:  Cody replied 3 months ago.

Do you have another device to test on to see if it can access the Internet?

Are you on wireless or do you have a cable plugged in for Internet?

Customer: replied 3 months ago.
I am using my desk top computer. I am on line with you.
Customer: replied 3 months ago.
No thank you.
Expert:  Cody replied 3 months ago.

Can you take the network cable thats plugged into your desktop and plug it into the laptop temporarily.

Then we can troubleshoot the wireless connection on why its not working.

Customer: replied 3 months ago.
I already paid $5 for this service.
Customer: replied 3 months ago.
I can not plug into the laptop . I only have ethernet phone cord and the cord from the modom to the desktop.
Expert:  Cody replied 3 months ago.

you could temporarily plug the cable from your desktop into the laptop

It sounds like you will first want to update the driver for the wireless network card

Customer: replied 3 months ago.
I don't have a phone jack connection on the laptop.
Expert:  Cody replied 3 months ago.

ok, so what happens when you try to connect to wireless?

Customer: replied 3 months ago.
When I try to connect to the internet I get a message "the webpage cannot be found".
Expert:  Cody replied 3 months ago.

go to start menu --> search cmd --> open that and type in ipconfig

what is the gateway?

Customer: replied 3 months ago.
When I click on search it goes to internet connection and I get the usual message Can't connect to the internet.
Expert:  Cody replied 3 months ago.

press start menu key on keyboard and letter R at same time

then type in cmd then press Ok

Customer: replied 3 months ago.
Which key would that be? No key with any wording like that.
Expert:  Cody replied 3 months ago.

sorry, windows logo key and letter R

Customer: replied 3 months ago.
Nothing happened.
Expert:  Cody replied 3 months ago.

go to start --> control panel --> network and sharing --> change adapter settings --> double click on wireless network icon
show ip address and gateway here?

Customer: replied 3 months ago.
double clicked on Wi-Fi. Centurylink 1839. Realtek RTL8723BE Wireless LAN 8.
Pop up box says Wi-Fi Status. General
Expert:  Cody replied 3 months ago.

click on details

Customer: replied 3 months ago.
done
Customer: replied 3 months ago.
Ok, panal showing: Network Connection Details
Expert:  Cody replied 3 months ago.

whats ip and gateway?

Customer: replied 3 months ago.
IPv4 Default Gateway 192.168.01
Do you need the other 5 ip's?
Expert:  Cody replied 3 months ago.

gateway = 192.168.0.1 ?

do you have a flash drive can you download teamViewer on working computer save to flash drive then run on non working computer to connect me?

Customer: replied 3 months ago.
Flash drive connected to decktoop.
Expert:  Cody replied 3 months ago.

Please download and run this file and provide me the ID/Password:
https://download.teamviewer.com/download/version_12x/TeamViewerQS_en.exe

Customer: replied 3 months ago.
Password: coffeetime
Expert:  Cody replied 3 months ago.

what?

If you load teamViewer it will have a 9 digit number and password

Customer: replied 3 months ago.
where would I find the password ***** numbers?
Expert:  Cody replied 3 months ago.

you have to run the downloaded file at that link I gave you

Customer: replied 3 months ago.
423 573 0865563
Expert:  Cody replied 3 months ago.

not connecting, this is on computer thats not working?

Customer: replied 3 months ago.
Going to plug flash drive into laptop now.
Flash drive is pluged into laptop.
Customer: replied 3 months ago.
Is it working now?
Expert:  Cody replied 3 months ago.

no, you ran teamVieer on the non working computer?

Customer: replied 3 months ago.
No, I had to download it on the working computer the connected the flash drive to non-working laptop.
Expert:  Cody replied 3 months ago.

open up teamViewer off the flash drive, see if it says ready to connect on the teamViewer window

Customer: replied 3 months ago.
Did you just log on to the laptop?
Expert:  Cody replied 3 months ago.

no, does it have an id/password?

Customer: replied 3 months ago.
ID: 423 573 086
Password: 5563
Expert:  Cody replied 3 months ago.

no luck, does it say ready to connect?

Expert:  Cody replied 3 months ago.

can try going to start --> all programs --> accessories --> look for CMD here and open it

then try ping 192.168.0.1

and try ping google.com

then ping 8.8.8.8

Let me know what you get back each time, should be request timed out, or reply from.. sent 4 receive 4 etc.

We may need to pick up on this tomorrow morning, I need to leave for the night.

Customer: replied 3 months ago.
Ok, it's 9:30 here MT time.
Expert:  Cody replied 3 months ago.

did you do the ping?

Expert:  Cody replied 3 months ago.

Checking in to see if you still need help with this issue, if so please reply at your convenience.