I am the person that will be helping you today.
When you plug the laptop into your router or modem with a network cable, can you access the Internet?
I will be standing by, looking forward to your response.
So when you get a network cable, plug one end into your computer, and plug the other end into your router, you cannot access the Internet?
Okay, can you plug it in again and try once more to check?
On that computer, try going to the following website: http://18.104.22.168
What do you see on the computer when you go to that page?
Please, follow the steps below on the problem computer:
- Hold down the two following keys at the same time: Windows key and the letter R- In the box that comes up, type: cmd- Click the Ok button.- In the black window, type the following and press Enter: ipconfig- Press Enter Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?- In the black window, type the following and press Enter: ping 22.214.171.124 Question #2: What does it say, replies or request timed outs?- In the black box, type the following and press Enter: ping red.com Question #3: What does it say, replies or request timed outs?
Okay, what did it say after you typed the ipconfig command and pressed enter?
That means that no network adapters are installed.
It sounds as though the network adapter is faulting. One way to fix this is to simply 'uninstall' the network adapter from the device manager and allow the computer to reinstall it.Please, follow the instructions below: - Hold down the two following keys at the same time: Windows key and the letter R- In the box that comes up, type: devmgmt.msc- Click the Ok button.- Click the plus sign next to Network Adapters- Right click the Local Area Connection Adapter's Icon- Choose Uninstall. Uninstall Device.- Right click another item in the list and choose "Scan for Hardware Changes"- Choose to automatically install the device (click next > next > Finish)
Once that is complete, check if you can get online while plugged into the router/modem with a cable.
Which items are contained within the Network Adapters section?
Uninstall all of those items and then scan for hardware changes. After you do that, what do you see?
What happens when you attempt to uninstall them?
Which green status bar are you referring to?
May I ask for the full brand and model name of your laptop? You will need to install the network drivers for your laptop.
To start, please, download and save the file from the following page (on the page, click the Download button): http://support.toshiba.com/support/modelHome?freeText=1200008359
Save that file on a usb drive or CD and then transfer it to other computer. On the problem computer, open the file and install it.
After that is complete, are you able to get online while plugged into the modem/router?
I am sorry about that. The correct URL was not inserted. Please, download the following file and run it on the problem computer: http://tinyurl.com/hoger47
There should be only one file. The file that you downloaded was named: TCK0002400C.exe
So run that file, please.
After you run the program, it will give you a window on which you can then choose to start the program. Did you see that? If you didn't, run it again.
Before you click the Next button, click the Options button first. On the next screen, make note of the "Extract to folder" value. That is the folder to which the files will be copied. Also, make sure all three of those checkboxes are checked. Once that is all set, click Next and continue.
Okay. What is the Extract to Folder value? Go to that folder and open the file named Setup.exe
Run it again. This time choose Remove. After that is done, run the file again to install it.
It sounds as though the network adapter is faulting. One way to fix this is to simply 'uninstall' the network adapter from the device manager and allow the computer to reinstall it.Please, follow the instructions below: - Hold down the two following keys at the same time: Windows key and the letter R- In the box that comes up, type: devmgmt.msc- Click the Ok button.- Click the plus sign next to Network Adapters
Do you see any items on the window that have a yellow exclamation mark next to it?
Double click that item, click the Details tab, choose Hardware IDs from the pull down menu. What is the first item in the listing that shows? (give me the full ID, please).
Which version of Windows are you using?
Please, download and run this file on the problem computer: http://tinyurl.com/jnlflhp
That will get the wireless working. Please, let me know the results after you are finished doing that.
Thank you for the update. I look forward to your update once it is complete.
Great. Are you able to connect to your wireless signal now?
You may have to reboot the computer. Let's try this:
- Hold down the two following keys at the same time: Windows key and the letter R- In the box that comes up, type: ncpa.cpL- Click the Ok button.- Right click the Wireless icon and choose Connect to a wireless signal. Are you able to connect?
Restart the computer once and try again.
Go back to the device manager. Is that network controller still showing a yellow exclamation mark?
Double click that item. What is it's status?
That is curious. Do you have any other items in the Device Manager with a yellow exclamation mark next to it?
That is very odd.
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: ncpa.cpL- Click the Ok button.
Which icons / items are listed in that Window?
That is even more odd. The lan adapter is nowhere to be found.
Please, go back to the device manager and attempt to uninstall every device under the Network Adapters heading.
Okay, so all of them are disabled? Leave all the Wan Miniport items disabled. Besides the Miniport items, which are listed there?
Uninstall the Qualcomm. When it asks to delete the files or not, choose not to delete the files. Once that is complete, reboot the computer once and test the wireless connection.
Now when you click it, it does nothing. What are you clicking?
Okay. I was confused. Sorry about that. You don't have to do anything with the 'broadband connection'. That will not help. Go back to the device manager, please. Is the Qualcom Listing showing a yellow exclamation mark next to it?
Uninstall it once more and scan for hardware changes. Was there any change? Also, is there any other item on that window with a yellow exclamation mark next to it? Check to see if there are any listed in the "Other devices" group.
Yes, we can do that. Just come back to this page when you are ready to continue. When you are ready to continue, I would suggest looking in the BIOS of the computer and resetting it.
You are welcome. Thank you
Hello Marilyn and welcome!There's a list of steps here you can follow to reset your profile which will solve the problem:https://forum.openoffice.org/en/forum/viewtopic.php?p=58401#p58401Alternatively, if it's too technical I can connect to you via a secure remote support session and do it for you in a couple of minutes.Please reply using the box below.Regards,Martin
Please disregard the last message as it was intended for another user.Martin
I will be standing by.